What happens when OLG suspends or closes your account

The Ontario Lottery and Gaming Corporation (OLG) can suspend or close your account if you violate their terms of service — most commonly for underage play, using someone else's identity, fraud, or breaching responsible gambling limits you set yourself. When this happens, you cannot place bets, buy tickets, or access funds in that account until OLG reviews your request to reinstate it.

Reinstatement is not automatic. OLG will examine why the account was closed, whether the violation was intentional, and whether you pose a risk going forward. The process typically takes two to four weeks, though complex cases can take longer. You will need to contact OLG directly — there is no online form to submit.

Key Takeaways

  • Account suspension or closure happens when you violate OLG's terms, most often for underage play, identity fraud, or breaching your own responsible gambling limits.
  • You must contact OLG's Customer Service team by phone or mail to request reinstatement; there is no online process process.
  • OLG will ask you to explain what happened and may require proof that the violation will not happen again before they decide.
  • Reinstatement decisions typically take two to four weeks, and OLG may deny your request if they believe the risk is too high.
  • If your account was closed for underage play or identity fraud, reinstatement is unlikely unless you can prove the account was used without your knowledge.

Contact OLG Customer Service to start the reinstatement request

Call OLG Customer Service at 1-800-387-0098. Have your account number, date of birth, and the email address associated with your account ready. Tell the representative that your account was suspended or closed and you want to request reinstatement. They will explain why the account was closed and what information OLG needs from you.

If you prefer not to call, you can write to OLG by mail. Send your letter to: OLG Customer Service, 4120 Yonge Street, Toronto, ON M2P 2B8. Include your full name, account number, date of birth, and a clear explanation of why you believe your account should be reinstated. Mail takes longer than a phone call — expect a response in four to six weeks rather than two to four.

Explain why the account was closed and what has changed

OLG will ask you to describe what led to the closure. Be honest and specific. If the account was closed because you exceeded a spending limit you set, explain what has changed in your circumstances or habits since then. If someone else used your account without permission, describe how that happened and what steps you have taken to prevent it.

OLG is looking for evidence that you understand the problem and have taken concrete steps to fix it. Vague apologies or promises to "be more careful" carry little weight. If you have sought help — such as counselling through the Responsible Gambling Council or a financial advisor — mention that and provide details about when you started and what you are working on.

Provide documentation if OLG requests it

Depending on why your account was closed, OLG may ask for supporting documents. If the closure was related to underage play, they may ask for a government-issued photo ID to confirm your age. If someone else used your account, they may ask for a police report or a written statement from you describing the unauthorized use.

If your account was closed for exceeding responsible gambling limits, OLG may ask for proof that you have set new limits or enrolled in a self-exclusion program. The Responsible Gambling Council runs programs that can help; you can reach them at 1-800-387-0098 (the same number as OLG — they can transfer you). Provide whatever documentation OLG requests within the timeframe they give you, usually 10 to 14 days.

Understand that OLG may deny your reinstatement request

Not all reinstatement requests are granted. OLG is most likely to deny reinstatement if your account was closed for underage play or identity fraud, because both suggest either that you misrepresented yourself or that your account security is compromised. They may also deny reinstatement if you have had multiple account closures or if you cannot explain what has changed since the closure.

If OLG denies your request, they will tell you in writing and explain their reasons. You can request reconsideration by submitting new information — for example, if you have now completed a responsible gambling program or if you have additional proof that the unauthorized use has been resolved. There is no formal appeal process, but OLG will review a second request if you provide substantive new evidence.

What to do while you wait for OLG's decision

Do not attempt to open a new account while your reinstatement request is pending. OLG tracks accounts by personal information — your name, date of birth, and address — and opening a second account may be treated as fraud and result in permanent closure of both accounts.

If you have funds in the closed account, ask OLG when and how you can withdraw them. Most accounts allow you to request a refund of your balance even if the account remains closed. OLG will typically process a refund within two to three weeks of your request, either to the original payment method or by cheque.

Frequently Asked Questions

How long does reinstatement usually take?

Most reinstatement decisions take two to four weeks from the date you submit your request. Complex cases or requests that require additional documentation may take longer. OLG will contact you by phone or email once they have made a decision.

Can I withdraw money from my closed account before it is reinstated?

Yes. You can request a refund of your account balance even while your reinstatement request is pending. Contact OLG Customer Service and ask them to process a withdrawal. The refund will go to your original payment method or by cheque, usually within two to three weeks.

What if my account was closed because someone else used it without permission?

File a police report and provide OLG with a copy. Also submit a written statement describing how the unauthorized use occurred and what steps you have taken to find your account — such as changing your password or enabling two-factor authentication. OLG is more likely to reinstate if you can show the breach was not your fault.

Can I open a new OLG account while waiting for reinstatement?

No. Opening a new account while your first is closed may be treated as fraud. OLG tracks accounts by personal information and will likely close both accounts. Wait for a decision on your reinstatement request before opening any new account.

What if OLG denies my reinstatement request?

You can submit a second request with new information — for example, proof that you have completed a responsible gambling program or resolved the security issue that led to closure. There is no formal appeal, but OLG will review additional evidence if it materially changes the circumstances.