What should I keep if a withdrawal is refused?

Keep the account email, dates and times with timezone, amounts and currency, reference and ticket numbers, full copies of replies, screenshots, and the operator terms and bonus terms that applied.

Where do I escalate a withdrawal dispute in Ontario?

First complete the operator's formal complaints process. Then escalate to iGaming Ontario for review, and complain to the AGCO via iAGCO for a possible rule breach. Neither iGO nor the AGCO is a refund service.

Withdrawal refused: what to do

General information only. Operator-specific processing times, limits and fees depend on that operator's own terms — check them directly; do not rely on a roundup.

1. Keep the evidence

Account email, dates and times (with timezone), amounts and currency
Withdrawal request reference number, payment method, screenshots of the balance and the request
Full copies — not summaries — of every reply, plus ticket numbers and agent names
The operator's terms and any bonus terms active at the time

2. Ask for the specific reason, in writing

Common documented reasons in operators' own terms include incomplete identity verification and unmet wagering conditions on an active bonus. Ask support for the specific reason and the specific document or step required — in writing — and save the reply.

3. File a written complaint with the operator

Use the operator's formal complaints process, usually described in its terms. Set out a short chronology, attach your evidence, and keep the complaint reference. In Ontario, the AGCO states the operator's formal process can take up to 90 days.

4. Escalate in Ontario: iGO, then AGCO

If the operator does not resolve it, you may escalate to iGaming Ontario (iGO) — Player Support / complaints for review. iGO states it cannot directly settle bets, refund wagers, or award compensation. For a possible rule breach, complain to the AGCO — Internet gaming complaints via iAGCO. The AGCO process reviews rule-breaking and can lead to penalties, but it will not always resolve your individual dispute — it is not a refund service.

Check the operator is regulated in Ontario

Use the official iGO regulated iGaming market directory to check whether the operator and site are listed as regulated in Ontario.