Account closed or funds frozen
General information only. Why an operator may close an account is set out in that operator's terms — this page explains the steps, not your individual case.
Document it immediately
- Screenshot the balance, open bets, pending withdrawals and the closure notice, with date and time
- Save every email and chat transcript in full; note ticket numbers
- Build a one-page chronology: deposits, play, withdrawal requests, verification requests, closure
- Keep copies outside the account — you may lose access to the account itself
Ask, in writing
Ask the operator for: the clause relied on, the balance breakdown (cash, bonus, winnings), what happens to each part, and the deadline and route to appeal. Ask for the answer in writing.
Complain, then escalate
- Operator support — get a ticket number.
- Operator formal complaints process — the AGCO notes this can take up to 90 days in Ontario.
- In Ontario: escalate an unresolved dispute to iGO Player Support, and complain to the AGCO if a rule may have been broken. iGO cannot directly settle bets, refund wagers or award compensation, and the AGCO process will not always resolve an individual dispute.
Check Ontario regulated status in the iGO directory.