What happens to my account balance when I self-exclude from an Ontario online casino?

Your money doesn't disappear when you self-exclude — Ontario's regulatory framework is explicit on this point, and it's worth knowing exactly how it works before you make that decision.

Your balance is protected and must be returned

Operators are required to have a mechanism in place to return unused funds to centrally self-excluded persons, either when requested by the person or automatically upon receiving confirmation that a person is self-excluded. In other words, the operator cannot simply hold your money indefinitely — the obligation to return it is baked into the AGCO's Registrar's Standards for Internet Gaming.

There's also a specific rule about open wagers. Operators must, no later than 24 hours after an individual is added to the Centralized Self-Exclusion Registry, cancel and refund that individual's outstanding wagers to their player wallet. So if you had live bets sitting when you self-excluded, those get unwound and the stakes returned to your wallet — they don't just void into nothing.

Account access is blocked, but the funds still exist

Operators must prevent centrally self-excluded persons from creating new player accounts or accessing existing accounts for as long as they remain self-excluded. Your account goes dark, but the balance in it doesn't. The funds are held on your behalf and must be returned to you — you just can't log in and play with them.

Upon receiving confirmation that an individual on their gaming site is a centrally self-excluded person, operators must immediately take steps to log that person out of their account. That's the last time you'll be able to access the site during your exclusion term.

How BetGuard fits in, and what happens across all your accounts

Ontario's centralized self-exclusion service is BetGuard (betguard.ca). All igaming operators in Ontario participate in BetGuard, a tool that allows people to opt out of all regulated online gambling in Ontario. A single registration through BetGuard covers every regulated operator simultaneously — you don't need to contact each site individually. Every internet gaming website offered by a fully registered and approved operator in Ontario displays both the iGaming Ontario and BetGuard logos, confirming the site is managed by iGaming Ontario and regulated by the AGCO.

The fund-return obligation applies across all of those operators. Each site where you held a balance must return your unused funds — either automatically or on request.

Practical things to sort out before or right after self-excluding

• Verify your payment details are current. Refunds typically go back to the bank account or payment method on file. If your banking details have changed, contact each operator's support before or immediately after self-excluding to ensure the return goes somewhere accessible.
• Check each operator's specific process. The AGCO standard sets the floor — funds must be returnable — but the exact mechanics (automatic vs. request-based, timing beyond the minimum) can vary by operator. Check each site's terms or contact their support directly for specifics.
• Keep records. Screenshot or note your balance at each site before you self-exclude. It gives you a clear reference point if there's any dispute.
• Marketing stops too. Operators must, no later than 24 hours after an individual is added to the Centralized Self-Exclusion Registry, take all reasonable steps to prevent any marketing material, incentives, or promotions from being sent to that individual.

If you're reaching this point and want to talk to someone, ConnexOntario (1-866-531-2600) offers free, confidential support around the clock. The legal gambling age in Ontario is 19+, and all of the above applies only to operators registered in the regulated Ontario market — another reason to stick to sites showing the iGaming Ontario and BetGuard logos.