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:
Due to a significant influx of new players on OLG.ca, our accounts team is facing a higher than usual number of bank account verification requests. Coupled with a necessity for enhanced monitoring processes, there are considerable delays in these verifications. We are currently working to resolve the issue and cannot provide an estimated resolution date at this time. Contacting customer care will not expedite this process and we currently have no new information to share.
OLG cited influx of new players as reason for delays in processing customer bank verification requests in recent weeks.
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.
While the sections noted clearly state that banking verification is an necessary step, the following section then states:
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
When asked for a comment, OLG told Gambling Industry News:
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.
The OLG offered no specific timeline to resolve the issue.
An experienced iGaming commentator and analyst based in New York City - Jenny reports on regulation and gambling industry news and events.