What should I do if money I withdrew from an Ontario online casino never arrives?

A missing withdrawal is genuinely stressful, but Ontario's regulated market gives you a clear, structured path to get it sorted — or escalate if you don't. Here's how to work through it.

Start with the operator — and document everything

Before anything else, check the site's terms and conditions for the payment method you used. Processing windows vary by method, and the T&Cs will tell you what timeline the operator has committed to. Under the AGCO's Registrar's Standards, players are permitted to withdraw funds accurately and completely, and as soon as is practicable, subject to appropriate authorization and verification. So if you're outside the stated window, the operator is already on the clock.

The best way to resolve a dispute is directly with the gaming site — start by checking any terms and conditions linked to your account or transaction, then contact the site and follow their formal complaints process. When you do, get a complaint reference number. You'll need it if things escalate. Keep screenshots of your withdrawal request, any confirmation emails, and every exchange with support.

Also worth doing right now: check your spam folder for any communication from the operator, and confirm the payment details on file are correct. A mismatched bank account number or expired card on file is the most common reason a payout disappears quietly.

If the operator doesn't resolve it — escalate to iGO or the AGCO

Players may escalate an unresolved or unsatisfactorily resolved dispute to iGaming Ontario for review, after first attempting to resolve it with the regulated operator. iGO is the body that conducts and manages Ontario's regulated online casino market, so they have a direct relationship with the operator — this isn't just a complaints inbox.

Wait for the gaming site to make a decision about your complaint — this can take up to 90 days. That's the outer limit; many operators respond much faster. If, after the operator has had enough time to respond, you have not received a reply, or you have received a response you're unsatisfied with and your dispute remains unresolved, you can submit a complaint with the AGCO.

One thing to be clear on: the AGCO does not resolve or make decisions on disputes regarding gambling-related transactions — but it does hold operators to their standards, which means a complaint there carries real weight. iGaming Ontario cannot directly settle bets, refund wagers, or award compensation, but matters of a criminal or regulatory nature will be referred to the appropriate authorities.

All complaints covered under iGaming Ontario's service standards will have their receipt acknowledged within one business day. This process also does not affect your right to raise your concerns with the Ombudsman of Ontario if you are dissatisfied with the results provided by iGaming Ontario. That's a meaningful backstop.

One thing that matters more than people realize

All of the above only applies if you're playing on a registered Ontario operator. The AGCO is only able to assist players with disputes related to regulated sites — if you are playing on an unregulated site, you are putting yourself at risk, and the AGCO recommends that players in Ontario only play on operators that are registered and authorized in the province. If you're not sure whether your site qualifies, look for the iGaming Ontario logo and the BetGuard logo displayed on the site — per iGaming Ontario, both logos together signal the site is managed by iGO and regulated by the AGCO. The full list of registered operators is on the iGaming Ontario website, and that's always the authoritative source.

If you ever feel like gambling is creating more stress than it's worth, ConnexOntario (1-866-531-2600) is available 24/7. Ontario's legal gambling age is 19+.