Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:20/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 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

  Date:10/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:06/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:31/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 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

  Date:13/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:23/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:24/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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