Frequently Asked Questions (FAQs)

Account

What do you accept as an ID/Proof of Address?

A valid ID could be one of the following:

  • Passport
  • Driver’s license
  • NEXUS card
  • Global Entry Card

Canada-specific:

  • Permanent Residence Card
  • Canadian Citizenship Card (issued prior to 2012)
  • Secure Certificate of Indian Status
  • Provincial Services Card
  • Provincial or Territorial Identity Card (e.g. Ontario Photo ID Card)

We do not accept ‘Provincial Health Cards’ or ‘Social insurance’ documentation for identification purposes.

It’s not mandatory for the documents to be issued in Canada.

A valid Proof of Address (POA) could be one of the following and should be dated within the past 3 months:

  • Utility Bill
  • Credit Card or Bank Statement
  • Tax Documents
  • Any other official document issued by the government like fines, court letters, or unemployment benefits

Please note documents issued by non-banking institutions such as – payslips, one-time purchase slips, medical bills, university letters/taxes, or phone bills can’t be accepted as proof of address.

Alternatively, you may choose to verify your account using the ‘Verification of a Photo Identification Document’ method where you simply upload a photo of you holding the photo page of your identity verification document in addition to the copy of your verification document.

May I make a deposit prior to verifying my account?

As a licensed operator in Ontario, and in order for our customers to enjoy a safe and secure experience, you must first verify your identity as described in our Verification Policy, prior to making your first deposit.

What documents do you require for account verification?

To verify your account with us, we require the following:

A valid ID could be one of the following:

  • Passport
  • Driver’s license
  • NEXUS card
  • Global Entry Card

Canada-specific:

  • Permanent Residence Card
  • Canadian Citizenship Card (issued prior to 2012)
  • Secure Certificate of Indian Status
  • Provincial Services Card
  • Provincial or Territorial Identity Card (e.g. Ontario Photo ID Card)

We do not accept ‘Provincial Health Cards’ or ‘Social insurance’ documentation for identification purposes.

It’s not mandatory for the documents to be issued in Canada.

A valid Proof of Address (POA) could be one of the following and should be dated within the past 3 months:

  • Utility Bill
  • Credit Card or Bank Statement
  • Copies of the credit/debit cards you have used to deposit in your account

Please note documents issued by non-banking institutions such as – payslips, one-time purchase slips, medical bills, university letters/taxes, or phone bills can’t be accepted as proof of address.

Alternatively, you may choose to verify your account using the ‘Verification of a Photo Identification Document’ method where you simply upload a photo of you holding the photo page of your identity verification document in addition to the copy of your verification document.

Where can I check my personal information?

Your personal information is visible in the ‘My Account’ section of your account. Additionally, under the General Data Protection Regulations of 2018 (GDPR) and Freedom of information and Protection Privacy Act (FIPPA), all customers have the right to request a file containing all the personal information that Casino.com has processed or held in the name of a customer, free of charge and within 30 days of the request.  To obtain such, please request assistance by contacting our support representatives.

Under the same regulations, you can also action your right to be forgotten. By doing so we’ll fully delete your details from all systems we operate. However, please note that Anti-Money Laundering regulations require us to retain records of our customers for at least 7 years after the termination of the relationship. In the meantime, your personal data will be removed from all our marketing flows and will no longer be processed.

What can I expect as a Casino.com Ontario loyal customer?

Once you become part of the Casino.com Ontario loyalty program you will have the opportunity to have amazing benefits such as a personal account manager, exclusive promotions, special gifts and events, and faster withdrawals! For more information, check our Loyalty Program page.

How do I join the Casino.com Ontario Loyalty Program?

Only our most loyal players are invited to become a part of the Casino.com Ontario loyalty program.
We’ll regularly review your account, and one of our Account Managers will be in touch to invite you if you are eligible to become one of our loyal members.

How can I set a Self-Exclusion or a Time Out on my account?

For you to set an access control feature on your account, you need to visit the responsible gaming page, choose the period you wish to Self-exclude/Time-out, and complete the process or contact Customer Support and they will assist you in placing the access control on your account.

Deposit Payments

What payment methods do you support?

We accept a wide range of payment methods, including:

  • Bank Transfers
  • Credit Card
  • Debit Card
  • E-wallet
  • Pre-paid Cards

The actual vendors that we work with vary by region. Check out our deposit options for all the details.

Can I make deposit or withdrawal requests outside of permitted Ontario jurisdiction borders?

No. You must be physically located in the permitted Ontario jurisdiction areas in order to be able to register for a player account, access your account, play/bet real money, deposit, or withdraw funds.

Bonuses & Promotions

Which games are eligible for the Welcome Package game rounds?

The game rounds from our Welcome Package can only be used on Selected Age of the Gods slot games: Epic Troy, Glorious Griffin, Ruler of the Seas, Ways of Thunder, and King of Asgard.

How can I use my Welcome Package spins?

If you have accepted the spins, simply go to one of the above slot games and you will see a ‘Free Spins’ button in one of the corners of the game window. You can play with the spins by pressing this button. More information can be found here.

Casino Games

Which gaming providers do you support?

Our game providers are: Playtech, Quickspin, and Scientific Games, with more being added as we continue to grow our list of leading games.

Security & Privacy

Where is Casino.com licensed?

We are licensed by the United Kingdom Gambling Commission, the Gibraltar Gambling Commissioner and the Alcohol and Gaming Commission of Ontario.

What is the Alcohol and Gaming Commission of Ontario?

The Alcohol and Gaming Commission of Ontario (AGCO) is a regulatory authority. AGCO and iGaming Ontario ensure that licensees operate in accordance with the Gambling act. For more information, please visit: https://www.agco.ca/

How do I report suspicious betting activity?

If you become aware of or have any reason to suspect activity from an account holder related to collusion, use of bots, or any other perceived form of cheating, you can report your suspicions to the Customer Support team anytime via phone, email, or live chat. Please support your complaint with as much useful information as possible, including player usernames, game name, activity timeframes, and screenshots.

Can I play for real money outside of permitted Ontario jurisdiction borders?

No. You must be physically located in the permitted Ontario jurisdiction areas to access your Ontario account and play for real money.

Do I need to be located within the permitted Ontario jurisdiction borders to register and create a player account? What about depositing or withdrawing funds?

Yes, you need to be in the permitted Ontario jurisdiction areas to register for a player account, access your account, play/bet real money, deposit, or withdraw funds.

Can I play real money games if I am not a permanent resident of the Ontario state?

Yes, but only while you are physically located in the permitted state areas, within the jurisdiction borders. Once you leave the permitted Ontario jurisdiction borders, you will be unable to play real money games, deposit, or withdraw funds.

Player location checks

What is the GeoComply Player Location Check?

Player Location Check (otherwise known as PLC or browser plugin) is a service that runs on a player’s PC or MAC and performs all required geolocation operations to collect device and user location information. This service uses various methods and calculations, which is vital in determining your actual location.

What settings do I need to have on my iOS device to be sure the Ontario casino application and site work properly?

To be sure the application works properly, you need to enable Location Services and grant appropriate permissions to the application. You have to open the iOS device settings > Select Location Services > make sure Location Services are ON > select the app > Choose the ‘While Using the App’ option > Turn Precise Location on (With iOS 14 and above).

What settings do I need to have on my Android device to be sure the Ontario casino application and site work properly?

To be sure the application works properly, you need to enable Location Services and grant appropriate permissions to the application. You have to open the Android device Settings > Tap ‘Security & Location’ or ‘Location’ > Pick High accuracy: Use GPS, Wi-Fi, mobile networks, and sensors to get the most accurate location > Return to Settings > Apps > Choose the app > Choose the ‘While Using the App’ option > Ensure that the device is not in battery-saving mode as it limits geolocation data accuracy, and the GPS services are turned off.

What settings do I need to have on my Windows device to be sure the Ontario casino site works properly?

The latest version of PC PLC supports the following operating systems: Windows Vista, Windows 7, Windows 8, Windows 8.1, and Windows 10. To properly work on windows, PLC requires a Wi-Fi adapter to be enabled and the availability of multiple Wi-Fi networks in range that can be checked in the Wi-Fi networks list.

What settings do I need to have on my Mac device to be sure the Ontario casino site works properly?

The latest version of Mac PLC supports the following operating systems: Mac OS X from 10.7 and higher. To properly work on Mac, PLC requires a Wi-Fi adapter to be enabled and multiple Wi-Fi networks to be available on the Wi-Fi list. Due to the technical limitations of macOS, external Wi-Fi adapters will not work properly with our solution.

Privacy location setting needs to be enabled > Open System Preferences > Click on Security & Privacy > Privacy > Location services > Check the box on ‘Player Location Check’.

If you are using a vendor-specific app instead of your browser to play, you will have to allow the same permissions to the vendor app as shown on the screenshot above.

What common coordinates errors can occur while using the Ontario casino services?

For iOS and Android: To troubleshoot such cases, we recommend ensuring that you turn ON the Location Services and enable Wi-Fi and Cellular data on your phone (even if you’re not connected to Wi-Fi). This will help provide more accurate location data.

For Desktop devices, an error can occur in several scenarios. The user’s device can return no coordinates because:

  • The user does not have a Wi-Fi adapter on their Windows device.
  • The user has an external adapter or no Wi-Fi adapter on a Mac device.
  • There are not enough Wi-Fi access points around the user to determine their location.

In all three scenarios, a troubleshooting alternative would be switching to a mobile device and geolocating with Cellular or GPS data.

If you’re located in an Exclusion Zone (a prohibited area inside the state of Ontario), you need to move back to a permissible area and try again (try to wager/bet again).

Exclusion Zones (Prohibited areas):

  • Tribal Land
  • Federal land
  • Land-based casino property
  • Part of an intrastate highway exiting in the state of Ontario
  • Buffer Zones (close to the border of the state of Ontario)

Due to your proximity to the border, GPS needs to be used as a primary source for geolocation.

Can I use a VPN/Proxy while using the Ontario casino services in?

For security purposes and regulatory compliance, all users are required to turn off their Proxy or IP anonymizer.

Can I use a Rooted/Jailbroken device to access the Ontario casino services?

Rooting is the process of allowing users of smartphones, tablets, and other devices to attain privileged control over various OS subsystems that can assist them in altering location, so all transactions from rooted devices are blocked.

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