Ontario Casino Customer Service Test (2026): Reply Times

How we tested

On Wednesday, October 14, 2026, between 10:42 and 10:54 am ET, we sent the same email to seven sites from a personal Gmail account. Each one went to the support address the site lists on its Ontario pages or in its Ontario terms. We wrote as a new player and didn't say who we were, so we'd get the answers you would.

We asked:

Can I deposit and withdraw by Interac e-Transfer, and how long does a withdrawal take from request to my bank?
Can I set a deposit limit before my first deposit, and how long does raising it take?
What ID do you need, and how long does verification take?
Do you charge any fees for deposits or withdrawals?

Reply time runs from our email to the first real answer. Automatic "we got your message" emails don't count. We marked each answer Yes if it answered the whole question, Partly if it answered only part of it and No if it didn't answer it.

We earn commissions from sites we review. That doesn't change this test: every site got the same email, and we report what happened.

Results

How each site answered (emails sent October 14, 2026)
Site	Reply time	Interac	Deposit limits	ID checks	Fees
DraftKings Casino	14 minutes	Partly	Partly	Partly	Yes
LeoVegas	31 minutes	Yes	Yes	Partly	Yes
Betty Casino	1 hour 13 minutes	Yes	Yes	No	Yes
PlayOJO	16 hours 47 minutes	Partly	Yes	Yes	Yes
bet365	2 days 8 hours	No	Yes	Yes	Yes
BetMGM Casino	No reply after 5 days	–	–	–	–
theScore Casino	Email bounced	–	–	–	–

DraftKings was fastest but the least specific: it gave no time frames at all. LeoVegas and PlayOJO gave the most complete answers, and LeoVegas did it in 31 minutes. bet365 answered three questions well but replied to the Interac one with a link, more than two days after we wrote.

Interac and withdrawal times

DraftKings: You can deposit and withdraw by Interac e-Transfer, but "withdrawal processing times may vary." It gave no time.
LeoVegas: You deposit by Interac and withdraw by Interac or eCashOut, which support called its quickest withdrawal method. It said e-Transfer withdrawals are "often instant" but can take up to five business days if there's a problem with the payment provider.
Betty: Interac works both ways if it's registered in your own legal name and Autodeposit is turned on for your Interac email. Withdrawals typically take up to 24 hours, depending on your bank.
PlayOJO: It confirmed Interac deposits but didn't say whether you can withdraw by Interac. It aims to process withdrawals within a few hours, though larger amounts can take longer. How long the money then takes to reach you depends on the payment method.
bet365: Support sent a link to its payments pages instead of answering. Its withdrawal methods page lists Interac withdrawals at one to four hours.

For what each site publishes about Interac, see our guide to Interac at Ontario casinos.

Deposit limits

Every site that answered said you can set a deposit limit before your first deposit or as soon as your account is open. bet365 lets you set one when you register, LeoVegas from its Responsible gaming tab and PlayOJO in your account or through live chat.

LeoVegas, Betty and bet365 said an increase takes 24 hours, and PlayOJO said it may take 24 hours. DraftKings didn't say. LeoVegas told us the wait "cannot be skipped", and bet365 said lowering a limit takes effect immediately and that deposits you've already made in the day, week or month count toward a new limit. PlayOJO added that a limit its team sets for you through chat can't be changed from your account.

That matches Ontario's rules, which make a raised or removed limit wait at least 24 hours. Our guide to limits and self-exclusion explains every tool.

ID checks

bet365: A driving licence, ID card, passport, residence permit or visa. It may also run electronic checks, and it aims to review uploaded documents within 15 minutes.
PlayOJO: A passport, driving licence or national identity card that clearly shows your date of birth, expiry date and, where there is one, your signature. It usually reviews documents within 12 hours and says to contact support if you've heard nothing after 48 hours.
DraftKings: A valid Canadian government-issued photo ID that shows your current address, front and back, when it asks. Processing times "may vary."
LeoVegas: An identity card, driving licence or passport. It may ask at any time rather than when you sign up, and you can ask to verify early. It didn't give a time.
Betty: It didn't say. It told us the documents depend on your circumstances and that it tells you what it needs after you sign up.

Our guide to location and ID checks explains what Ontario's rules require when you sign up, and what to try when a site can't confirm your location.

Fees

All five sites that answered said they don't charge deposit or withdrawal fees, with two catches:

LeoVegas quoted section 16.8 of its terms, which lets it charge 5% when you withdraw $10 or more of deposited money that was never used to play.
PlayOJO's support said it charges no fees, but its banking page says some payment options have deposit fees. Check the cashier before you pay in.

DraftKings and Betty also pointed out that your bank may charge its own fees, and LeoVegas that payment providers may.

A bounced email and a missing reply

theScore Casino: We emailed support@thescore.casino, the address in its privacy policy and at the bottom of its help centre. It bounced straight back because the address doesn't exist. To reach theScore Casino, use the request form in its help centre.

BetMGM: We emailed support@on.betmgm.ca, the address in its Ontario terms. Five days later, no answer had reached us, although BetMGM sent us a survey on October 17 asking how its support had done.

What this means for you

Ask before you deposit. Support teams answer questions from people who don't have an account yet, and three of the five that answered took less than 75 minutes.
Get answers in writing. An email gives you a record of what you were told. At some sites, including PlayOJO and 888casino, live chat only works after you log in.
Turn on Autodeposit. Betty told us it's required for Interac, and Interac says it puts e-Transfers straight into your account without a security question.
Verify your ID early. LeoVegas told us you can ask to verify before it's needed, rather than waiting until it asks.
Set a deposit limit when you sign up. Every site that answered lets you, and raising it later takes 24 hours.
Check the cashier for fees. PlayOJO's support and its banking page don't agree, and LeoVegas can charge 5% if you withdraw deposited money you never played with.

For everything else about each site, from games to safer-play tools, read our reviews of every regulated site we cover, including 888casino, Caesars Palace Online Casino, FanDuel Casino and Jackpot City.

Questions

Which Ontario online casino has the fastest customer service?

In our test, DraftKings answered our email first, in 14 minutes, followed by LeoVegas in 31 minutes and Betty in 1 hour 13 minutes. Speed isn't everything: DraftKings gave no time frames, while LeoVegas answered almost every part of our questions.

Do Ontario online casinos charge fees for deposits and withdrawals?

None of the five sites that answered our email said it charges standard deposit or withdrawal fees. LeoVegas told us its terms allow a 5% charge on withdrawals of deposited money that was never used to play, and PlayOJO's banking page says some payment options have deposit fees. Your bank may also charge.

How long does ID verification take?

It depends on the site. bet365 told us it aims to review documents within 15 minutes and PlayOJO usually within 12 hours. DraftKings, LeoVegas and Betty didn't give a time.

Sources

The answers come from the replies to our emails, which we keep on file. We sent the emails on October 14, 2026 and read the replies on October 19, 2026. Below are the pages where each site lists the address we used, and the pages we compared its answers with. Read how we research and fact-check.

More guides

Interac at Ontario online casinosWhich regulated sites take Interac, what each one publishes about limits and timings, and how to get paid faster.Location and ID checks, explainedWhy Ontario casino sites check where you are and who you are, and what to try when the location check fails.Deposit limits, breaks and self-exclusionThe safer-play tools every regulated Ontario site must have, and how to exclude yourself from all of them at once.

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