What should I do if a withdrawal from an Ontario online casino never arrives in my bank account?

Picture this: you requested a withdrawal three days ago, the casino's account page says "processed," but your bank account shows nothing. Here's exactly what to do — step by step, in the right order.

Start with the basics before assuming something is wrong

Bank transfers and Interac e-Transfers don't always land instantly. Processing windows vary by operator and by payment method, so the first thing to do is check the operator's own terms for their stated withdrawal timeframe — that information lives in your account's help section or cashier terms. Also confirm the destination account details you entered are correct, and check whether your bank has flagged anything unusual on its end. A quick call to your bank costs nothing and can rule out a straightforward hold.

Check any terms and conditions linked to your account or your gambling transaction — some operators have identity-verification steps that can pause a withdrawal, and if your account documents aren't fully approved, that's almost certainly the bottleneck.

Contact the operator directly — this is the required first step

The best way to resolve a dispute is directly with the gaming site. Contact the gaming site and follow their formal complaints process. This isn't just good advice — it's how the regulatory framework is structured. You must first pursue your dispute directly with your operator by submitting a formal complaint with their customer service department. Once you have followed the operator's complaint submission process, you will receive a complaint number from them. Keep that complaint number; you'll need it if things escalate.

Player complaints, disputes and inquiries must be recorded and addressed in a timely, fair, transparent and appropriate manner. Operators must have clear service standards and must make these available to players. So if you can't find their complaints procedure, ask for it explicitly — they are obligated to provide it.

If the operator doesn't resolve it, escalate to iGaming Ontario or the AGCO

Ontario's regulated market gives you two real escalation paths — and they serve slightly different purposes.

Players may escalate an unresolved or unsatisfactorily resolved dispute to iGaming Ontario for review, after first attempting to resolve it with the regulated operator. You can reach iGaming Ontario through their Player Support page or by calling 1-833-554-4263 (toll-free). iGaming Ontario will respond to your complaint, make every effort to resolve it, and explain the reasons for the decision reached. This process does not affect your right to raise your concerns with the Ombudsman of Ontario if you are dissatisfied with the results.

You can also file with the AGCO. If, after the operator has had enough time to respond based on their service standards, you have not received a response, or you have made a subsequent attempt to contact the operator and your dispute is still not resolved to your satisfaction, you may submit a complaint with the AGCO. Be clear-eyed about what the AGCO complaint achieves: making a complaint to the AGCO won't resolve your dispute with an internet gaming site — they can't get your money back or make a gaming site give you your money back. What it does do is put the operator's conduct on the regulator's radar, which matters for enforcement.

The operator's formal response can take up to 90 days. If you're not happy with the outcome, consider seeking independent legal advice about your dispute.

One important thing to know about where you're playing

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 should consider switching. The AGCO recommends that players in Ontario only play on sites offered by operators that are registered and authorized in the province. If you're unsure whether your casino is regulated, every internet gaming website offered by a fully registered and approved operator in Ontario will have iGaming Ontario and BetGuard logos displayed. No logos, no regulatory protection — and no real recourse if a withdrawal goes missing.

If at any point the stress of this situation is affecting you, ConnexOntario is available 24/7 at 1-866-531-2600 — free, confidential support for gambling-related concerns.