Get in Touch With Us
This page tells you how to contact the editorial team behind Canadian Online Casinos, what we can realistically help with, and what to expect once your message lands. We research and publish payout-focused casino comparisons for readers in Canada — we do not operate any casino, hold player funds, or have access to anyone's account.
The fastest route is email: [email protected]. Include the page you were reading, the casino brand involved and any dates, and you will usually get a substantive reply rather than a form response.
Before You Write: Is This a Question for Us or for the Casino?
Most reader emails split into two piles, and the pile decides how quickly you get an answer.
| Write to us about | Write to the casino about |
|---|---|
| An error, outdated bonus term or broken link on our pages | A pending withdrawal, locked account or failed deposit |
| How wagering requirements, RTP or payout speeds are explained here | KYC and identity verification documents |
| Suggestions for brands or topics to research | Source-of-funds checks on your account |
| Commercial, advertising and partnership enquiries | Self-exclusion, deposit limits and loss limits on your profile |
| Where to find licensing or responsible gambling information | Bonus credited incorrectly or removed from your balance |
We cannot release funds, overturn a confiscated bonus, verify your identity or lift a self-exclusion. Only the operator or its regulator can do those things. What we can do is explain the published terms, tell you which provincial or licensing body handles complaints for that brand, and note the issue in our research if it turns out to be a pattern.
How We Handle Payout and Withdrawal Complaints
Payout disputes are the single most common thing readers raise with a site focused on the highest payout online casinos, so it is worth setting out the sequence we will ask you to follow.
- Contact the casino's support desk in writing. Live chat is fine to start, but ask for a transcript or email confirmation. Verbal assurances are hard to escalate.
- Check which verification step is outstanding. Most delayed withdrawals in Canada stall on KYC — proof of ID, proof of address, or source-of-funds documents on larger cashouts.
- Read the withdrawal terms you agreed to. Monthly and weekly withdrawal limits, minimum withdrawal amounts, pending or reversal periods and bonus cashout caps are the usual culprits when a payout looks smaller or slower than expected.
- Escalate to the operator's formal complaints procedure. Licensed sites publish one, usually with a deadline for a final response.
- Then take it to the regulator or ADR body named in the terms, or to your provincial gambling authority if you were playing on a provincially regulated platform.
Send us a copy at any point. We log operator, date, amount in CAD, payment method and outcome. We will not publish your name or personal details, and we will not promise you a recovery — we have no authority to force one.
Corrections About the Brands We List
Our commercial disclosure, plainly: some of the casino brands on this site pay us a commission when a reader opens an account through our links. That funds the research. It does not buy a position in our rankings, and it does not stop us publishing a drawback. If you think a listing reads as though it did, that is exactly the kind of message we want.
Three examples of the kind of detail we actively want corrected, drawn from brands currently in our top list:
Betninja — top-ranked, and the one we get the most questions about
Betninja sits at the head of our list with an editorial rating of 10.0, largely because its advertised payout handling and breadth of slot and live-dealer content held up well against the terms we could verify. Its headline offer is €1,000 + 100 Free Spins. Note the currency: the offer is advertised in euros, so Canadian players should confirm how it converts to a CAD balance and whether conversion affects the qualifying deposit before committing. As with any welcome package, the wagering requirement, maximum bonus bet and expiry window decide what the number is actually worth. The clear limitation is that a euro-denominated promotion is awkward for a CAD account holder, and readers have told us the conversion rate is not always obvious at deposit. Tell us if the terms you see differ from what we describe.
WinnerIsland — the large-headline package
WinnerIsland is listed second at 9.8 with an advertised $2,500 + 100 FS welcome offer. It earns its place because the headline figure is among the largest on our list and the site's game range covers slots, table games and live dealer rooms rather than slots alone. The catch with any four-figure package is that it is a maximum, not an amount you receive: it is tied to a percentage match across one or more deposits, and the full figure requires deposits most readers will never make. Confirm the currency the $2,500 is denominated in before you assume it is CAD. If the offer you are shown differs by province or currency, that is worth an email.
Cashed — the small, readable offer
Cashed also rates 9.8 but takes the opposite approach: 100% bonus up to €100. It is on this page because a modest match with a manageable playthrough is often better value for a payout-minded player than a headline figure carrying a heavy wagering requirement. The limitation is obvious — the ceiling is low, and anyone depositing meaningfully more than the cap gets no extra bonus on the excess. Again, the euro denomination matters for a Canadian account.
The rest of the list
SlotsGem (300% up to 10,000 CAD + 750 Free Spins), CoinPoker (100% Rakeback Deal), Vegasnow (100% Up to 100$), HugoCasino (up to A$8,250 + 275 Free Spins), Crowngreen (250% up to €6000 / $9000 + 250FS), Slotowl (up to $1,777 Bonus & 777 Free Spins + 50 Free NDB Free Spins) and CrownPlay (250% up to CA$4,500 + 350 Free Spins + 1 Bonus Crab) are all covered in our comparisons. Corrections on any of them are welcome. CoinPoker's rakeback structure in particular works differently from a deposit match, and we would rather hear that our explanation is unclear than leave it standing.
Questions About Money That We Can Answer Generally
Reading our pages costs nothing, and we never ask readers for payment. Where money questions come up, they are about the casinos, and we can explain the mechanics without speaking for any individual operator:
- Getting money in. Canadian players commonly use Interac, debit cards, credit cards (often declined by the issuer for gambling), bank transfer and e-wallets. PayPal availability at offshore sites is inconsistent — verify it on the cashier page before depositing rather than trusting a logo on a landing page.
- Minimum deposits. Usually modest, but a bonus often has its own higher qualifying minimum. Depositing below it forfeits the promotion.
- Getting money out. Expect a minimum withdrawal amount, a per-day, per-week or per-month withdrawal limit, and a pending period before processing begins. E-wallets typically clear faster than bank transfers once approved.
- Fees. Some operators absorb them, some charge on second and subsequent withdrawals in a period, and currency conversion can cost you separately if your account is not held in CAD.
- Bonus cashout limits. A win from free spins or a no-deposit bonus is frequently capped, regardless of the amount shown on screen.
If a specific figure matters to your decision, ask us where to find it in the operator's terms. We will point you at the clause rather than quote a number we have not verified.
What You Can Ask Us About the Games
Payout questions usually turn out to be game questions. We are happy to explain the categories and the mechanics behind them:
- Slots — including RTP, volatility and how a random number generator determines outcomes.
- Progressive jackpots — why headline RTP figures are misleading when a share of every stake feeds the prize pool.
- Table games — blackjack, roulette and baccarat, and why many bonus terms exclude or discount them from wagering.
- Live dealer and game shows — streamed tables with real croupiers, usually with higher minimum stakes.
- Mobile casino games and apps — whether a brand runs a native app or a browser-based site, and what that changes.
Sports Betting, Poker and the Other Products These Brands Run
Several operators on our list run more than a casino. CoinPoker's headline product is a poker room, where the rakeback deal works on rake paid at the tables rather than on slot wagering. Others in the sector pair a casino with a sportsbook, and the two usually sit behind one wallet but carry separate bonus terms, separate wagering rules and sometimes separate withdrawal handling. Our coverage is the casino side. If you email us a question about a sportsbook promotion, say so — we will tell you what we know and where we do not have a verified answer rather than improvise one.
Eligibility, Licensing and Who We Can Correspond With
We correspond only with adults who meet the legal gambling age where they live. In Canada that is 18 or 19 depending on the province; this site's audience policy is 21 and over.
Gambling regulation in Canada is split. Federal law sets the framework, but provinces license and run online gambling within their own borders, so what is legally available in Ontario is not necessarily available in British Columbia or Quebec. A site accepting Canadian customers is not the same thing as a site authorized to serve them — that distinction decides which regulator, if any, will hear your complaint. Before depositing, check the license named in the footer, check whether it covers your province, and keep your own record of the terms you accepted. If you want a comparison of how differently licensed operators handle player restrictions, our overview of casinos operating outside the GamStop scheme covers similar ground.
We describe no casino as completely safe, and we cannot guarantee any withdrawal or outcome.
If Gambling Has Stopped Being Entertainment
Email us if you want help finding support, and we will point you to the right place. In the meantime: most licensed operators offer deposit limits, loss limits, time-outs and self-exclusion in account settings, and blocking software can restrict gambling sites across your devices. In Canada, provincial responsible gambling services and the national ConnexOntario helpline provide free, confidential support. Gambling is not a way to make money or to fix a financial problem, and we do not write about it as though it were.
How We Research, and How to Challenge It
Our ratings are editorial judgments made by our team — not customer review scores and not the result of us playing at these sites. We review published terms and conditions, licensing information, payment and withdrawal documentation and operator disclosures, and we date what we check. This page was last fact-checked on Sep 29, 2026 by Freya McArthur. Advertised payout speeds are reported as advertised, never as measured results.
If you can show that a term we describe has changed, or that a rating does not square with the evidence, send it. Include a link or a screenshot with a visible date. Corrections that hold up get made, and the page gets a new check date.
Response Times and What to Include
A real person reads every message. We aim to reply within two business days; corrections involving a re-check of operator terms can take longer. To speed things up, include the page URL, the brand name, the date you saw the information, and the country or province you are playing from.
Write to [email protected] whenever you are ready. If you are still deciding where to start, read the payout and bonus explainers on richmondozone.ca first, then ask us about the part that did not make sense.