NorthStar Bets Casino Ontario - O depósito do jogador não foi reembolsado.

I am an individual located in British Columbia, Canada.

There are two versions of the Northstar Bets website: one is for individuals in Ontario, and the other is for individuals located in the rest of Canada.

On March 10, 2026, I accidentally made a $9,000 CAD deposit into the Northstar Bets Ontario website. I did not realize I was using the Northstar Bets Ontario website.

As soon as I realized the error, I immediately advised live chat. I also sent numerous emails to support, and also called their support line.

For more than 1.5 months now, the company has refused to refund my $9,000 CAD deposit. I have explained to them the error, provided them with proof of payment, and answered all questions and provided all documentation they have requested. They continue to delay the process and refuse to refund my deposit. I am still missing $9,000 CAD. I have not wagered these funds.

I have continually been told for 1.5 months that they are looking into the issue, but no progress or updates have been provided.

I can provide any supporting documentation as needed.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you specify whether you registered separately on both versions of the casino, or if your existing account details worked on the Ontario version without any issues?
• Have you made any successful deposits into your "Canadian" NorthStar Bets Casino account before?
• What response did you receive from customer support after you explained the situation? Could you please forward your full communication with the casino, including their most recent response regarding the refund? My email address is veronika.f@casino.guru.
• At the time of the deposit, were you physically located in British Columbia? Also, were you using any VPN or similar software that could affect your location?
• Lastly, could you describe the steps you followed when making the deposit? Were there any location checks, pop-ups, or verification steps shown?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

• Yes, I registered separately on both versions of the casino. I believe I did so on the same day, and erroneously registered for the Ontario version first. The Ontario version and the Canada version have separate logins and registration requirements, though the websites looks virtually identical. It was very difficult for me to even understand that I was originally on the Ontario version as I was still able to register using my British Columbia address and contact information.

• Yes, I successfully used the Canadian version of Northstar Bets Casino with no issue. I made a successful deposit and withdrawal, and used the Canadian version with no issue.

• I have not received any substantive response from customer support at all. They consistently refer to following up with the "relevant team", but they refuse to provide any specifics, any timelines, any details, or anything of substance in terms of how this issue will be resolved. It's been nearly 2 months now. I feel like there is no intention to resolve this issue on their end.

• I will send you supporting documentation of their responses.

• At the time of the deposit, I was physically located in British Columbia. I was not using a VPN or any similar software at all.

• There were no location check ups, pop ups, or verification requests when I deposited on the Ontario website. Strangely, they allowed me to register on the Ontario website using my British Columbia address. Again, I could not tell that I was on the Ontario version as it is not clearly indicated on their website, and each version of the websites are virtually identical.

Thank you.

Thank you for your detailed explanation and cooperation.

I would just like to clarify a few more details regarding the sequence of events.

• Could you please specify how you realized that you had deposited into the Ontario version of the casino instead of the Canadian version? At what point did you become aware that there were two separate platforms?
• Additionally, could you clarify the timeline between the Ontario account registration/deposit and the creation/use of your Canadian NorthStar Bets account? For example, did you create and use the Canadian account only after noticing the issue with the Ontario platform, or were both accounts created around the same time?
• Lastly, can you confirm whether the $9,000 deposit on the Ontario version remained completely unused at all times, without any wagers or bonus activity connected to it?

Hi Veronika,

• I only realized I had deposited into the Ontario version after I tried to play a game. I was prevented from playing the game due to not being located in Ontario. In other words, the casino did not block me from depositing or registering, but did prevent me from playing. Once I realized I was on the wrong version of the website, I contacted support immediately.

• I initially registered for the Ontario version first, back in December 2025. Again, this was done in error. I did not deposit at that time, but once I realized my error, I signed up for the Canada version on the same date. I successfully deposited, played, and withdrew from the Canada version with no issues.

• It has remained completely unused. I have not placed a single bet. It is a regular deposit, with no bonus associated with it.

In your previous responses, you stated that you had already registered on the Ontario version of the casino in December 2025. However, you also indicated that you only became aware of the Ontario platform after the March 2026 deposit incident.

To further verify your statements, please provide any available screenshots of your Ontario account profile, particularly those confirming the personal information entered during registration (including your declared British Columbia address).

Additionally, please confirm whether any identity verification (KYC) was required or completed on the Ontario version of the casino prior to making a deposit or attempting to play. As Ontario-regulated platforms typically require verification before deposit access, we would like to understand how this process worked in your case.

Hi Veronika,

Thank you. I understand the clarification you are seeking.

To clarify the timeline, I registered for both NorthStar websites in December 2025. I first registered on the Ontario version, but I did not initially realize that it was a separate Ontario-only platform. The Ontario and Canada websites looked very similar, and the Ontario platform allowed me to register using my British Columbia address and contact information.

Once I realized there was also a Canada version, I registered for the Canada version on the same day. I then used the Canada version without issue. I was able to deposit, play, and withdraw on the Canada platform.

The problem occurred when I returned in March 2026. At that time, I mistakenly logged back into the Ontario version, again without realizing it was the Ontario-only platform. I then made the $9,000 deposit into that Ontario account. I only realized the problem after I attempted to play and was blocked because I was not physically located in Ontario.

So, to be clear, I had registered for both accounts in December 2025, but the March 2026 deposit was made because I mistakenly logged into the Ontario account rather than the Canada account. The two websites were extremely similar, and the Ontario platform allowed me to log in and deposit despite my British Columbia address and location.

I also confirm that no KYC or identity verification was required before I registered for the Ontario account or before I made the $9,000 deposit. I was not asked to complete any meaningful identity verification before depositing. The first meaningful restriction I encountered was only after I attempted to play, when I was blocked because I was not physically located in Ontario.

I can provide screenshots of the Ontario account profile showing the personal information entered during registration, including my British Columbia address, if the platform still allows me to access that information. I will gather and forward those screenshots to you by email.

Finally, I confirm again that the $9,000 deposit remained completely unused. I did not place any wagers with those funds, and there was no bonus activity connected to the deposit.

Thank you again for your assistance.

Dear tubs3577

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello tubs3577,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear tubs3577,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from NorthStar Bets Casino Ontario to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

Additionally, since this is the first complaint we’ve received involving NorthStar Bets Casino Ontario and there is no prior history of their cooperation in resolving similar cases, it’s difficult to anticipate their level of engagement. That said, I have already reached out to their team through an alternative channel, providing the details of your case along with an invitation to join our platform as a representative and I’ll keep you updated here as soon as I receive any further information.

Thank you for your understanding and patience.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear tubs3577,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the iGaming Ontario (MGA) and submitting a complaint through their website at this link. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator in this article.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo