Your Account is Closed: What Should You Do?
Being locked out of your online casino account can be stressful — especially if you have funds or bonuses pending. While it might feel urgent, in most cases you can resolve the situation if you know what steps to take.
This guide explains why casinos close accounts, how Canadian players can respond effectively, what happens to your balance and winnings, and how to avoid closures in the future.
Why Casinos Close Player Accounts
Licensed casinos must follow strict rules from their regulators. In Canada, these rules vary depending on the province and the licensing jurisdiction (for example, iGaming Ontario, Kahnawàke Gaming Commission, Malta Gaming Authority, or Curaçao eGaming).
Here are the most common reasons for account closure, along with prevention tips.
1) Rule Violations
Casinos can close your account for providing false or incomplete information during registration — even if it was unintentional. This includes misstating your age, address, or legal name.
Example: If you register as 18 when you are 17, your account will be closed immediately once the casino verifies your ID. In most other situations where your details need confirmation, casinos will require you to go through their KYC process before you can continue playing or make withdrawals.
Tip to prevent this: Always use your legal name and correct details from the start. Keep your ID, proof of address, and payment details updated.
In Canada, it is illegal to gamble online under the age of 19 in most provinces (18 in Alberta, Manitoba, and Quebec). Providing false details may also mean you forfeit any winnings.
2) Duplicate Accounts
You’re only allowed one account per casino group (including sister brands). Having more than one can trigger an automatic closure.
Example: You create an account at Casino A, forget about it, and later sign up at its sister site Casino B. The casino’s system links the two accounts and may close both.
Tip to prevent this: Keep a record of where you’ve registered. Contact customer support before creating a new account if you’re unsure.
3) Money Transfers from Other People’s Accounts
Casinos must follow Anti-Money Laundering (AML) laws and verify that deposits and withdrawals come from accounts in your own name.
Example: You use your partner’s credit card to make a deposit — the casino detects the mismatch and blocks the account.
Tip to prevent this: Only use payment methods registered in your name. If you change cards or e-wallets, contact the casino before depositing.
Warning: In Canada, AML laws are enforced by the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC). Casinos are required to report suspicious transactions.
4) Bonus Abuse
Casinos monitor how bonuses are used. Breaches include claiming bonuses from multiple accounts, using a VPN to pretend you’re in another location, or coordinating bets with other players to guarantee winnings. You can read more about how casinos detect and handle bonus abuse to understand what actions might put your account at risk.
Example: You and a friend place opposite bets in roulette with bonus funds, then share the guaranteed profit. This will almost always lead to account closure.
Tip to prevent this: Read all bonus terms before playing. Avoid using VPNs when gambling — it can trigger a ban even if you’re in Canada.
5) Country or Province Restrictions
Some casinos are not licensed to operate in your province, or in Canada at all. In such cases, it’s worth checking whether a new or less familiar casino is safe before registering.
Example: You register while in Ontario with a casino that doesn’t hold an iGaming Ontario licence. Your account is later closed when the casino’s compliance team audits registrations.
Tip to prevent this: Check the casino’s licence before signing up. For Ontario, only play at sites listed on the iGaming Ontario website. Avoid logging in from jurisdictions where the casino is restricted — even temporarily while travelling.
6) Forgotten Username or Too Many Failed Login Attempts
Multiple incorrect password entries can trigger a temporary lock.
Tip to prevent this: Store your login securely (e.g., password manager). Enable two-factor authentication to protect against unauthorised access.
7) Excessive or Suspicious Winnings
If you consistently win large amounts, especially in skill-based games, the casino may review your account for possible advantage play or fraud.
Tip to prevent this: Respond promptly to any verification requests. Keep records of your gameplay and transactions.
What to Do if Your Casino Account is Closed
It’s easy to panic when you suddenly can’t access your account, but in most cases the situation can be resolved if you act quickly and follow the right steps. Before contacting the casino, take a moment to check for possible reasons and gather all the information they might request. This will speed up the process and improve your chances of getting your account reopened.
- Check your email — casinos often send closure notifications explaining why.
- Try logging in to see if there’s an on-screen error message.
- Review the terms and conditions to identify any possible breaches.
- Gather your documents — ID, proof of address, payment method ownership.
- Contact customer support (live chat or email) and request details in writing.
- Keep records of all communication (dates, names, transcripts).
What Happens to Your Balance and Winnings?
Whether you can withdraw funds depends on why your account was closed, and in some cases you might face delays or issues with your payout before receiving your money:
| You get your money back | You don’t get your money back |
|---|---|
| Temporary closure due to forgotten password or failed logins. | You are underage. |
| New payment method approved after verification. | You have multiple accounts with the same casino group. |
| KYC verification completed successfully. | You violated bonus or AML rules. |
In Canada, licensed casinos must release player funds unless the closure is due to a serious breach of terms.
If You Feel Unfairly Treated
If the casino is unresponsive or you believe the closure was unjust, start by contacting the licensing authority shown in the casino’s footer. For example, Ontario players can approach the Alcohol and Gaming Commission of Ontario (AGCO) or iGaming Ontario. Those registered with a Kahnawà:ke licence should reach out to the Kahnawà:ke Gaming Commission, while offshore licences may be held by the Malta Gaming Authority or Curaçao eGaming.
When you submit a complaint, provide all supporting documents — such as screenshots, transaction proofs, and copies of correspondence with the casino. If the casino works with an independent dispute resolution service like eCOGRA, it’s worth opening a case there as well.
Closing Your Own Account
Sometimes, the decision to close an account comes from the player. This could be due to changing personal circumstances or concerns about gambling habits. Most casinos allow you to:
- Set deposit or loss limits
- Take a short cooling-off break
- Permanently self-exclude from play
In Canada, you can also find support through:
- Gamblers Anonymous Canada — www.gamblersanonymous.org
- Canadian Centre on Substance Use and Addiction (CCSA) — www.ccsa.ca
- Provincial helplines (e.g., ConnexOntario: 1-866-531-2600) — www.connexontario.ca
Always withdraw your remaining balance before requesting closure, as you may lose access once the account is deactivated.
How to Avoid Future Closures
The best way to deal with account closure is to prevent it in the first place. Play only at licensed casinos, keep your personal and payment details current, and follow all bonus and gameplay rules carefully. Never share your login with others, and avoid logging in from countries or provinces where the site is restricted — even briefly while travelling.
Most account closures are avoidable. The fastest resolutions happen when players keep their documents ready and communicate calmly with the casino. If you ever feel something is unfair, escalate through the proper channels — but always make sure your own play complies with the terms first.
Stefan NedeljkovicFact Checker
Stefan Nedeljkovic
