Ontario Market Exit FAQs

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Wildz is ceasing operations in the Ontario iGaming market. This FAQ outlines what this means for your account, the actions you may need to take, and how to ensure you withdraw any remaining funds.

What are the key dates I should know?

• 29 Sept 2025: All active bonuses will be cancelled unless they expire earlier.
• 1 Oct 2025:
  • Our Sportsbook offering is closed. All future bets (i.e., wagers on events with a settlement date after site closure) will be cancelled, and bets will be returned to players.
  • We will stop accepting new deposits.
• 15 Oct 2025: Site closure: Ontario site access and logins will be disabled.
• 16 Oct 2025 to 15 Apr 2026: You can still contact our Customer Support to withdraw your balance or ask questions.
• After 15 Apr 2026: Please contact iGaming Ontario at [email protected] for unresolved matters.

What happens to the money in my account?

• Until 30 Sept 2025: You may withdraw any wallet balance over $20.00, as outlined in our Terms and Conditions.
• From 1 October 2025 until 15 October 2025, you may be able to request withdrawals for balances of $1.00 and over, and from 16 October 2025 until 15 April 2026, you can request a manual withdrawal of balances of under $1.00 through Customer Support.
• After the grace period of 6 months (until 15 Apr 2026), any remaining unclaimed balances may be transferred to iGaming Ontario in accordance with applicable regulations.
• Please note that withdrawal requests are subject to applicable legislation and regulations, and you may be requested to provide us with necessary information before we can proceed with the withdrawal.

What happens if my account verification is still pending?

If your account was not fully verified before the site closure, you may still be asked to provide documentation to complete verification and process a withdrawal. Please ensure your information is current and respond promptly to any requests from our teams.

Will I still be able to log in after 15 Oct 2025?

No. Ontario residents will be unable to access their accounts after 15 October 2025. However, our Customer Support will remain available during the post-exit period to assist with balance withdrawals or any possible account issues.

How will I be contacted about my account?

We will notify all affected players through the following methods:

• Email (based on the address registered with your account)
• SMS (if you have previously opted in)
• In-account notifications, until the site closure date

Self-excluded and inactive players may also be contacted where required, particularly regarding account balances or complaint resolution.

What happens to my bonuses or rewards?

All active bonuses, promotional offers, and loyalty rewards will be cancelled on 29 Sept 2025, unless they expire earlier under their original terms.

I have an active bet or pending wager — what will happen?

Any open bets scheduled to settle after 15 Oct 2025 will be cancelled on 1 Oct 2025. The full stake amount will be returned to your player wallet.

What happens to my personal data?

Wildz will:

• Retain your account and gaming data for a minimum of seven years, in accordance with Canadian legal requirements.
• Ensure that all personal and transactional data remains securely stored, encrypted, and accessible only to authorised personnel.

How can I contact Customer Support after the exit?

You can contact our support team via Email at [email protected].

Support will remain available until at least 15 April 2026 to assist with withdrawals, account access issues, or other post-exit inquiries.

I have self-excluded — will I be contacted?

We will only contact self-excluded players if:

• Your account has a balance that must be refunded, or
• You are involved in an unresolved complaint that requires your input.

We will continue to respect your self-exclusion status throughout the process.

I have an open complaint — what happens now?

Any complaint submitted before the site closure will be handled according to our existing complaint resolution policy, which is available in our Terms and Conditions.

• You may continue to submit new complaints to [email protected] until 15 Apr 2026.

Where can I get help with gambling concerns after the site closes?

If you need support related to responsible gambling after our Ontario site closes, you can contact ConnexOntario at 1-866-531-2600 or visit Home for 24/7 free and confidential support.

What if I do not withdraw my balance by 15 Oct 2025?

If you miss the initial withdrawal window, you can still request a manual withdrawal via Customer Support until 15 Apr 2026.

After 15 Apr 2026, any unclaimed balances may be transferred to iGaming Ontario at [email protected] in accordance with applicable regulations.

We encourage all players to take action within the designated timelines to ensure access to any remaining balances.