Player Reviews and Complaints: How They Work

• You are 19 or older and you played at the casino while you were in Ontario.
• You write about your own experience. One review per casino every 12 months; you can ask us to update it.
• You do not work for, or get paid by, an operator, an affiliate or a competitor. Operators answer through their right of reply, never through reviews.
• Nobody is paid or rewarded for a review. We never offer anything for a review, and we never ask only satisfied players to write one.

A person reads every review and complaint before anything appears. We publish positive and negative contributions under the same rules, for partner and non-partner operators alike.

We do not rewrite what you said. We may remove parts and mark them [removed by moderator]: personal details (names, emails, phone, account or card numbers), staff names, links, and promotional offers. Ontario's advertising rules do not let us publish bonus or promotion details, including in player text.

We decline a review that:

• is not about play in Ontario's regulated market, or not based on the writer's own experience;
• is only about promotions or bonus offers;
• is abusive, threatening or discriminatory, or names staff;
• is a duplicate or a second review within 12 months;
• is written by or for an operator, an affiliate or a competitor;
• is spam, advertising, or too short or unclear to be useful.

We decline a complaint when the site is not part of Ontario's regulated market, it repeats another file or a decided case, the evidence appears altered, it contains threats or a demand for payment in exchange for silence, it is only about a promotional offer, or there is not enough information to proceed. When we decline, we say why and point to the official routes.

Each casino page shows a player score out of 5 once it has at least 5 approved reviews from the last 24 months. Below that, we show the reviews but no score.

• Newer reviews count more: a review loses half its weight every 12 months, and reviews older than 3 years leave the score.
• Reviews from verified players count 1.5 times. A player is verified when a moderator has seen proof of a deposit or withdrawal at that casino; the screenshot is deleted straight after.
• Small samples are pulled towards the average of all player reviews on the site, so two enthusiastic reviews cannot produce a 5.0.
• Scores for withdrawals, payments, verification, support and games appear only with at least 5 ratings each.

Reader-reported data, such as typical withdrawal times by payment method, is shown as a median with the middle half of reports, and only with at least 5 reports from the last 12 months.

The player score never changes our editorial rating automatically. When players and our rating disagree strongly, we re-check the review.

1. Casino’s own process (recommended). If you have not already, use the casino’s formal complaint process and keep its complaint number; it is optional here, but it helps. The AGCO says an operator can take up to 90 days to decide.
2. File with OCL. Confirm your email address when we write to you, or the file is deleted after 7 days. Describe what happened. Dates, the amount, the outcome you want and your evidence speed things up; evidence is never published.
3. We check it, usually within 3 business days, and may ask you for more information.
4. We send it to the operator. A moderator sends it by hand; nothing goes out automatically. Unless it is sensitive, the file is published with your display name only. The operator has 14 days to reply, counted from the day we record that it was sent. If it does not reply, a moderator decides what happens next; we never publish “no reply” unless the file really reached the operator. Its reply is published as received, apart from personal data and promotions.
5. You tell us whether it is resolved. If you say it is not, we review the file and may send it back to the operator once more.
6. Outcome. The file is marked resolved, unresolved or closed. Unresolved files show the routes to iGaming Ontario's dispute escalation and to the AGCO. A file reopens once if the operator replies late.

Complaints about self-exclusion, responsible gambling or personal data are never published. Those can go straight to the AGCO. If gambling is causing you harm, ConnexOntario offers free, confidential support 24/7 at 1-866-531-2600.

Operators can publish one reply under each review and reply in complaint files, either publicly or privately to the player. Replies must not contain offers or promotions, personal data about the player, or links. Ask us at info@ontariocasinoslist.com for reply links if you have not received them.

To contest a review or a complaint, email us the page address, the exact statement you dispute and why it is wrong, with evidence. We forward the notice to the author, who has 7 days to respond with evidence. If the author does not support the statement, we hide that passage. If both sides send evidence, we may publish both positions. We do not remove a contribution because it is negative, and every decision is logged.

Ontario Casinos List earns commission from some operators. That does not decide which reviews or complaints are published, how they are moderated or how the player score is calculated, and partner operators follow exactly the same process. Our advertiser disclosure explains the commercial relationships.

Your email address is never published or used for marketing, and we delete it 24 months after the review is published or the complaint closes. Complaint evidence is shared only with the operator concerned and deleted 90 days after the file closes; verified-player screenshots are deleted when a moderator decides on the review. Confirmation emails are sent through Brevo. You can ask us to correct, anonymise or delete what you submitted. Details are in our privacy policy.