Complaints

• Initial Complaint

  20/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * ******* ****** ** **** ***** **** **** **** ***** **** ***** * **** ******* ** **** **** **** i have never went up money on this app always keeps going down ****** ***** ******** **** * ******* **** ** *** *** *** **** **** **** * ****

  Business response

  26/10/2024

  We appreciate the opportunity to address the customer’s concerns. 
  
  OLG is committed to providing a socially responsible lottery and gaming experience for all our valued customers. The integrity of our products is a top priority for us.
  
  OLG does not have control over the payouts of digital casino games. The Alcohol and Gaming Commission of Ontario (AGCO) sets the payback percentage and an independent testing lab registered by the AGCO conducts rigorous testing of each game ensures genuine random outcomes before they are made available for play. More information about the AGCO’s responsibilities and game testing is publicly available at agco.ca. 
  
  We remind players that the online games we offer are for entertainment. It’s impossible to know if or when one might win and there is no system or skill to beat the odds. Players can visit ************ to learn more about the integrity of the games we offer and find facts about lottery and gaming that dispel common myths and misunderstandings.
  
  If the customer has any additional questions or concerns, we invite them to call OLG Player Support. 

• Initial Complaint

  10/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is all about the office of OLG. ** **** *** I have purchased all our OLG tickets on line for over 4 years now. Had an issue last year with our password, required another update. Was finding being an issue and just shrugged it off as OLG is a Government entity and was finding that our password was always changing, not by ** **** ** myself. Mentioned this several times to the support and was ****** ***** *** informed just change it. ******* **** ****** *** which we did for months ** **** ** ******** ** **********. Just told to remain calm and just replace the password. Some time has moved forward **** ** *********** till come Jan or Feb was trying to replace our password again again and again. Till this time we could not remember the one of many Passwords we demanded to change regularly was forgotten. Tried, tried and tried to work with the OLG department in acquiring proper identification of we are. We have sent our Drivers License back and front, our Credit Card with only the last four digits showing front and back. They stated they required all docs of payment cards. We provided all the necessary cards front and back with names of the card owners. We proceeded with this request for months and months ** ** ***** ****** and then finally informed that they need to see the whole card front and back. *** ***** ******* They are requesting we send in my/our Credit Cards with all numbers and Security numbers supplied so they can prove whom we are. **** **** *** **** * **** **** **** **** **** ** ******* ** ** ********** ****** ** **** **** ********* ** *** ****** ***** *** ***** ********* ****** All we want is our account back and any and all Winnings forward to us and allow us to continue with our leisure. ***** ** ******* ** *** ********** ******** ******** ** *** ******** *** ** **** ********* *** ******* *** ********* ** ******* *** *** **** ** ***** **** ******** ** ******** **** ** ** *********** ** ***** ******* * **** ******* ***** **** **** ***** ** **** ****

  Business response

  23/09/2024

  We welcome the opportunity to address the customer’s concerns. 
  
  Account security is a high priority for OLG. After five failed login attempts with an incorrect password, a player’s account will be locked, and the player will receive message with a link to reset their password that is valid for 24 hours. OLG will never reset a player’s password for them.
  
  The player is solely responsible for maintaining the security and secrecy of their log in credentials. In fact, our player agreement states that “a player is not permitted to disclose login credentials to any other individual (including, without limitation, other players, prospective players, family members…)”
  
  Only the player is permitted to use the login credentials to log into their account. We do not permit account sharing for any reason. As part of our player agreement, our players agree they will not allow any other individuals — including a spouse — to access their account.
  
  Should concerns arise about account sharing — or about a player's compliance with any of the Terms and Conditions of the agreement — OLG may place the account under review. The player may be asked to prove ownership by providing specific documentation, including banking information, as explained in the player agreement. It is important to note that supporting documents submitted for review must not be redacted or altered, so that OLG can accurately verify that the player’s information matches what is registered to their account.
  
  With the player’s cooperation, OLG aims to complete reviews within a reasonable time — once a player complies with all requests for required information. 
  
  We invite this player to contact our Player Support regarding their account status by phone or via Live Chat on olg.ca should they wish to discuss the matter further. 

  Customer response

  23/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: *** ***** ********** ** *** ****** ****** *** **  ******** **** ***** ****** We have a book of these type of emails that we received and 

  returned with further explanation of our situation to be met with again no solution. They

  were expecting us to provide complete details of our complete Credit Card photographed

  front and back of card, *** **** ***** **** *** **** **** **** **** *** ****** which in turn

  we submitted our ******** request for investigation *** ** *** ***** ******* *** ** ******* *** *******. We still are waiting for the balance we had on account with OLG, they stated

  would sent forthwith immediately. Never happened! **** ** *** ***** ********** ****** *** **** *** ** **** *** **** *** ***** ************* **** ********* ** **** *** ****** We have 

  provided ALL requested documents and then some. We have all copies of sent docs *** ***** ****** *** *** ********* ** **** **** ******** ******** ******* *** ************ **** *****  ************ **** **** ******** *** **** ***** **** *** ****** ***** **** *** *** **** *** *** ******** **** ** **** *** ********** *** **** ****** ** *** ******* *** ****** ** *** ********** ***** ******* **** * ********* ******** ****** ** ***** *** ******** ** **** **** **** ** ******* ** *** ***** ******** ******* **** *** ******** ***** **** ********** ***** ******

  Business response

  02/10/2024

  We appreciate the opportunity to address the customer’s concerns.

  
  As previously stated, OLG does not permit account sharing for any reason. This also aligns with the standards for Internet Gaming set by our regulator the Alcohol and Gaming Commission of Ontario, which state among other things that all player accounts shall be uniquely identifiable and that third parties are not permitted to access a player’s account.

  
  Our review of the account in question concluded there was a breach of the Player Agreement’s Terms & Conditions due to account sharing. As a result, OLG returned the account balance to its source on July 26, 2024, and the account was closed. The account will remain closed until the customer provides the outstanding requested documents for review.

  
  We encourage the customer to reach out to OLG Player Support if they wish to discuss this matter further.

  Customer response

  13/10/2024

  Hello *********
  
  Thank you for your efforts in your assistance with this request.
  Please allow me to familiarize the situation that OLG has been doing
  *** ******* **** **** **. ** ** ****** ** ** * ***** *** **** **** **** ******* *** ********** *** *** ********** **** ** *** **** ***.
  They proceeded to continue with asking for all the necessary docs they
  needed to correct or update the account.
  
  We have provided all details requested, Drivers License, Health Card,
  Credit Cards used for updating the online account with cash flow to
  allow for our tickets to be purchased on or before the draw date. We
  also provided all Bank Cards that were asked for as well. Please allow
  us to be TOTALLY CLEAR on this that they were provided Front and Back
  of Credit Cards, and Bank Cards, along with names of the account
  holder whom is in a complete total of 2 two people. Me and ** **** ***** ******,

  whom have provided the data details of our cards for

  their security approval. They also have received our photos, with me

  and my Credit Card **********, till the final call that had with them
  was on the chat with the agent (******* **** ** ****) The agent
  ******** asked me to have my picture taken with my Full Face of my
  ********** Front and Back showing all numbers and CVV Code. *** *** **** *** **** ****** ** ***** **** ** ******* *********** *** **** ** *** ****** *****
  
  This is where we immediately cut off all correspondence with OLG till
  we are given an apology and our money returned and our account
  reinstated and NEVER be cut off again because we forgot our PASSWORD!
  
  Please help us with this matter, ** ** ** ****** ********** **** *** ******** **** ****** ** ****** ** *** ***** **** ****** ****** **** ***** ****** ** **** ************ **** ** ** ****** ** *** **** ******* *** **** **** ******* ****** ** ******* ** ** ******* ** * ********* *** ** *** ***********
  
  Regards,
  ***** ******

  Business response

  22/10/2024

  Thank you for the opportunity to provide an additional response.

  
  As we previously stated, our review of the account in question concluded there was a breach of the Player Agreement’s Terms & Conditions due to account sharing. The account was closed in July 2024 after we did not receive sufficient documentation for further review. At that time, the account balance was fully refunded to the original deposit source.

  
  The account will remain closed until the customer provides the outstanding requested documents for review. OLG Player Support can assist the customer in determining which documents have been accepted for review and which documents are still outstanding. We have tried to contact the customer by phone to offer this assistance. We now invite and encourage the customer to call OLG and speak with a supervisor, should they wish to continue with the review.  

• Initial Complaint

  06/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi , I registered into olg.ca successfully on Jan 22 2024 , I then received an email to upload documents to verify my identity which I did on the same date However , still in feb 5 2024 , I wasn’t verified and never received any emails regarding this . Please look into this matter

  Business response

  13/02/2024

  We welcome the opportunity to provide information about our registration process.
  
  OLG has a responsibility to verify the identity, eligibility and banking information of all players registering on OLG.ca. Our verification process is aligned with the Standards for Internet Gaming set out by our regulator, the Alcohol and Gaming Commission of Ontario
  
  While our goal is to verify new players and register their accounts promptly, a delay may occur if additional documents or information are required.
  
  It is important to note that supporting documents submitted for review must not be redacted or altered, as this will result in a request for additional supporting documents and could delay the verification process.
  
  In terms of the issues raised in this case, we can confirm additional documents were received, reviewed, and the player’s OLG.ca account is now active.
  
  We thank the player for their feedback, as it allows OLG to continuously improve and meet our customer excellence goals.

• Initial Complaint

  31/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I win from OLG 1000 dollars on 24 of October 2023 still not pay after continuous ****** *** dishonest statements from Supervisors from OLG

  Business response

  19/01/2024

  We welcome the opportunity to provide information on our prize claim processes.

  
  OLG's goal is to ensure that the right prize is paid to the right person(s) every time.

  
  Our aim is to award prizes promptly however, in some instances, a delay may occur if additional steps are required to determine the rightful owner of a winning lottery prize. These additional verifications are a requirement for OLG under the Alcohol and Gaming Commission of Ontario’s lottery standards. 

  
  Although we cannot provide a definitive timeframe for these types of reviews, we try to resolve any discrepancies within a reasonable period, once all the necessary information has been gathered.

  
  We invite the customer to contact our Customer Care department via Live Chat on olg.ca or by calling ###-###-#### should they have further questions. 

• Initial Complaint

  13/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am unable to withdraw my winnings because my account was placed under suspension for a review due to my many attempts of using many credit cards. I've provided many requested documents but no resolution from the Accounts team since my attempt to make a withdrawal on November 09,2023. I has been over a month and I'm still waiting. Is this review process /suspension legal and waiting for over a month normal? I've requested to have my winnings withdraw while the review process is going but they have refused my request. Can anyone help me to receive the funds from which I have won in my OLG account ?

  Business response

  22/12/2023

  We welcome the opportunity to clarify OLG's banking and payment verification process for OLG.ca.
  
  OLG has a responsibility to ensure the registered player's authorized user status of bank accounts and payment methods used on our online gaming platform is verified, as per the issuing banks. Our verification process is aligned with the Standards for Internet Gaming set out by our regulator, the Alcohol and Gaming Commission of Ontario.
  
  Section 6.2 of the Player Agreement outlines the Means of Depositing Funds accepted on our platform. Should concerns arise regarding a player's compliance with these Terms and Conditions, OLG may place the account under review. The account will be suspended, access restricted, and the balance maintained during that time. The player may be asked to prove ownership by providing specific documentation, as Section 7.1 of the Player Agreement explains. If the breach is remedied to the satisfaction of OLG, a player will regain access to their account, including the ability to proceed with withdrawal requests.
  
  Although we cannot provide a definitive timeframe for these reviews, OLG aims to remedy any breaches within a reasonable time once a player complies with all requests for required information.
  
  We continue to be in contact with this player about their review status and invite them to continue to contact our Player Support by phone or via Live Chat on OLG.ca should they have any further questions.
  
  
  
  
  
  
  
  

  Customer response

  22/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  23/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Lost five olg proline tickets on the way to the store. Called in spoke with player protection. Agent failed to place hold on all five, only did one. Multiple days no one can tell me what’s going on. Manager calls me, CONFIRMS the lost tickets are mine and I have to WAIT a YEAR to claim the winnings. * ******* *** * ******** ** **** *********

  Business response

  31/03/2023

  We welcome the opportunity to provide clarity on our process.

  OLG aims to get the right prize to the right person, each time and every time.

  Lost tickets are technically void and ineligible for a prize as outlined in section 5.16 of OLG’s Rules Respecting Lottery Games (note that Proline, the subject of this complaint, is governed by these specific rules):
  

  “The Corporation will not award a prize for tickets which are void unless the Corporation, in its discretion, deems it appropriate to do so. Tickets are void if lost, stolen, unissued, illegible, mutilated, damaged, altered, counterfeited or forged, miscut, misregistered, defective, misprinted, cancelled, produced in error and not recorded in the on-line system, incomplete, not paid for, destroyed or issued, acquired or presented, in, or upon, violation of the Act, the Regulations, these Rules, or the Game Conditions. Void tickets are the property of the Corporation.”

  That said, in some instances, OLG can help confirm the ownership of a winning ticket or verify the validity of a ticketless claim. In this circumstance, we have worked with the complainant to verify his claim despite the lost tickets.  

  However, OLG must ensure that there are no additional claims on any winning tickets before this process is completed. This due diligence effort helps ensure integrity in the claims process. That’s why it is OLG policy to wait until any lost tickets are expired before any final determinations as to entitlement are made. This has been clearly communicated to the customer in this situation.

  If the customer has any further questions, we invite that person to contact our Customer Care department.

  Customer response

  07/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *** ** *****

• Initial Complaint

  24/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a bet on the ******* ********* vs *** ******* ****** game yesterday. The bet was that ***** ***** gets over 0 receiving yards for the game. I placed several bets of $100 of which the payout was to be $183. The bet was placed and tickets were printed. ***** ***** completed the game with 106 receiving yards. The next day OLG said that due to an error my bet was voided. I did not get my winnings for the bet placed as was only given an amount exact to my original bet.

  Business response

  31/10/2022

  Hello,
  
  Please allow me share some information regarding our Sports Betting platforms. Thousands of events and markets can be offered at any given time across both our retail and digital channels: PROLINE and PROLINE+. That being said, there are different reasons why we may need to VOID an event such as if the event is either postponed/cancelled or, in case of human error. In this case, the odds for this Player Prop were incorrect (i.e. Total Receiving Yards Over/Plus 0). As such, all retail and digital bets were voided and the corresponding odds were reverted back to 1.0 as per the PROLINE Game Conditions. Furthermore, all PROLINE players are able to receive a refund of their initially wager by either presenting their ticket at a retail location or by following the standard mail-in prize claim process. Nevertheless, we are prepared to honour the original wagers as this was an error. Please forward your tickets to OLG Prize Centre:

  Mailing Address:
  OLG Mail-in Prize Centre
  **** *** *** ** ******** ****** **** ******** ** *** ***
  

  Courier Address:
  OLG Courier Prize Centre
  ** ****** ****** **** ******** ** *** ***
  
  For further information on PROLINE, please find the link to the Game Conditions below. We invite you to review them for more details at your convenience:

  ************************************************************

  Thanks

• Initial Complaint

  14/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On April 8-9 the old app froze *** **** ********* ** ******* **** ** *******. I sent them screenshots of the issue and they will not help me even though it's am error on their end. * ** ***** ** ****** **** ** ***** ** ***** They only offered me a 50$ casino bonus. I want my 4000$. **** *** **** *** ********* ** ******* *** **** ***** *** *** ***** ***** ** **** *** **** **** ******

• Initial Complaint

  23/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * *** ******* ** *** *** ***** ******* **** ** ************ **** * ********** ************ **** ****** ****** ** ***** * ********** ************* As part of the Superbowl Sunday promotion, I opened an OLG account On February 14th, 2022 and deposited $600, for which OLG matched to make my balance $1200. I then played various games and won, and tried to withdraw my money. **** ** ***** ****** **** ****** OLG requested various documents from me including government issued ID, bank account statements, and credit card statements. I provided ALL of these, including my passport, my driver's license, proof of my bank account, just about everything one could ever ask for to verify my identity. We went back and forth and I have now not received a response from them in over 2 weeks despite multiple reminders. ** ***** when I called OLG, they were upset that I had my boyfriend's credit card on file on my account, which I DID NOT EVEN USE. When I made the account, with the help of my boyfriend, he offered to put it under his card so we initially put it on my account, and now OLG ***** ** ***** ** ******* ** * ***** ** ********* *** **** will not even respond to me any more. I am filing this complaint over 1 month later and they have not been responding to me. T*** ** ******* ****** I read through their entire player agreement and I did NOT violate any of their rules. Just ******* my boyfriend's credit card is on my account that I DID NOT EVEN use, **** *** **** **** *** ***** ** ******* **** **** ** ******** ***** ** ***** ************ ** *** **** ****** they could RESPOND and give me an answer so I can decide the next steps. **** *** **** ******* ** **** ***** ******** ***** **** *** ***** **** ****** **** *** ***** *** ****** ** **** ** ***** ****** *** **** ** *********** ** ******** **** **** **** ** ******** ********* ***** * *** ** ****** ** ********* ** * ** ** * **** *** ****** I am ready and willing to go IN PERSON to VERIFY MY IDENTITY with my birth certificate.

  Business response

  25/03/2022

  On OLG.ca, account sharing is not permitted and only the registered player is permitted to access and use their account. It is the responsibility of the registered player to protect their login credentials ensure they are undisclosed. The registered player must be an individual acting on their own behalf and the registered player must be an authorized user of any account/card used to fund their gaming account as identified by the Issuing Bank. The sections of the Terms and Conditions which advises of this are sections 4 and 6.
  
  If it is determined the player has breached these terms, under Section 16 of the Terms and Conditions, these are now considered Material Breaches. OLG may utilize the remedies identified in the Terms and Conditions which can include but are not limited to retaining all unused funds and the closure of the account.
  
  For any additional questions, please reach out to our Player Support. We are available 24/7 via email and live chat, and from 8:00am - midnight via phone, at ***************
  

  Customer response

  26/03/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello,
  
  Thank-you very much for the reply and willingness to refund the original deposits into my account. ******** * ****** ******* **** * **** *** ******** ******* * ** * ** *** *** ***** * ********** *** **** **** *** ****** *** *** *** **** ******* ** ** ******* ** **** ***** **** *** ** **** ** ******** ******* *** ******* ** **** ********* ** * ******** ************ I placed a wager to win the full amount on my account which involved the inherent risk of losing my original deposit and so payment of the full amount on my account is justified. *** *** ****** *** *** ******** ** ** ** ******** ********* *** *****************
  As I have stated before, my partner helped me in the process of creating an account on OLG. Although we used his E-mail address so that he could notify me of updates from OLG, my OLG username and password were kept confidential and were only known by me. There is no specific guidance as to whether or not the e-mail address registered on the player account can be shared, but rather only the OLG login information. ********** * ***** ******** ******* ** ************ regarding his credit card being on file, we did not actually use his credit card for a deposit. I do admit that we were originally going to use his card and entered it in the OLG system, but we opted to use my debit card for which I am the only authorized user, *** ** * ***** ******** ******* * *******
  
  ***** *** *** *********** **** * *** * *** * ****** **** ** **** *** ******* ** ***** **** ******** ** *** ****
  
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩