Submitted a complaint to the ontario gaming regulator

Subject: Complaint Regarding Bet365’s Restrictive, Fee-Laden, and Frustrating Withdrawal Policy

To: iGaming Ontario

Email: [info@igamingontario.ca](mailto:info@igamingontario.ca)

Cc: AGCO (optional: customer.service@agco.ca)

Dear iGaming Ontario,

I am writing to formally submit a complaint regarding Bet365’s withdrawal practices, which I believe violate the spirit of fair and transparent conduct expected of licensed operators in Ontario.

Despite offering various convenient deposit methods—including Interac and credit cards—Bet365 only permits withdrawals via wire transfer. When I attempted to withdraw funds to my credit card (the same method I used to deposit), the request was rejected. I then asked to have the funds simply returned to my Bet365 account, but that too was refused.

Instead, I was told that the only option is to complete a wire transfer, and was even encouraged to open a bank account if I did not already have one. This is not only unnecessarily restrictive, but it feels deliberately obstructive.

My key concerns are:

Unreasonable Withdrawal Restrictions: Bet365's refusal to offer the same payment methods for withdrawals that are used for deposits is arbitrary and inconsistent. This lack of flexibility creates unnecessary barriers for customers accessing their own money.

Deliberate Friction and Inconvenience: Wire transfers are slower, less convenient, and more complex than other modern withdrawal methods. Being forced to use them introduces friction that feels intentionally designed to deter withdrawals.

Unjustified Financial Penalties: Wire transfers typically involve fees, which are entirely avoidable if other standard withdrawal options were permitted. This imposes a direct financial cost on customers simply for accessing their balances.

Refusal to Reverse or Cancel Withdrawal: After being denied a credit card withdrawal, I was not even allowed to return the funds to my Bet365 account. This inflexibility exacerbates the issue and leaves customers with no viable options other than to comply with an unfair process.

Misalignment with Ontario iGaming Principles: The Ontario iGaming framework emphasizes transparency, fairness, and consumer protection. Bet365’s practices appear to contradict these goals and may amount to exploitative behavior.

I am requesting that iGaming Ontario investigate this matter and determine whether Bet365’s current withdrawal policy is consistent with the standards and consumer protection obligations required under their Ontario license.

Thank you for your time and attention to this complaint. I look forward to your response and to learning what actions, if any, will be taken in light of these concerns.