Ontario Gamblers Unable To Cash Out Winnings Since Super Bowl

According to a post on Reddit, new customers of the government-owned gaming company Ontario Lottery and Gaming Corporation (OLG) have been waiting since Super Bowl weekend at the beginning of February to withdraw money from their accounts.

The customers in question forwarded the necessary documents, but more than a month later, they received an email from the OLG stating:

According to Ontario’s gaming regulations, all new customers at any iGaming website or app must provide proof of identification when opening an account.

Multiple customers have stated online that they have escalated the issue with OLG’s customer service department. Many of those state that documents had been submitted for a month or more and that winnings from bets were not available for withdrawals during that time – also noting that funds were not frozen and that they could still place wagers.

Gambling Industry News reached out to the The Alcohol and Gaming Commission of Ontario (AGCO) – responsible for regulating gaming in the province in accordance with Ontario’s Gaming Control Act, 1992) – for comment on the delays at OLG.

The regulator noted that all iGaming operators in Ontario are required to comply with the Registrar’s Standards for Internet Gaming with particular reference to Sections 5.69 and 5.70 of the Standards for information on player account deposits and withdrawals.

5.71 Players are permitted to withdraw funds from their player account in an accurate and complete fashion and as soon as is practicable, subject to appropriate authorization and verification.

UPDATED: March 13th

There was indeed a significant influx of new players on OLG.ca leading up to the Super Bowl. As a result, OLG is facing a higher than usual number of bank account verification requests and we are working through the backlog.

Jenny Tang

Ontario Gamblers Unable To Cash Out Winnings Since Super Bowl