OLG admits to dropping the ball in paying customers following Super Bowl promo

The Ontario Lottery and Gaming Corporation (OLG) says it “regrets” delays in paying customers — some of whom waited a number of weeks — following an “exceptionally popular” Super Bowl promotion.

The OLG has significant delays in verifying banking information for Proline+ customers following an influx of new accounts leading up to the Super Bowl as bettors took advantage of a promotion for the game.

The Crown corporation said that the problem has since been largely solved and claimed that anyone who is still awaiting verification of their banking information did not submit the required documents.

“All new customers who registered for the Proline+ Super Bowl promotion, who provided the proper information to allow for the one-time verification of their bank accounts, have been processed and are able to withdraw their winnings from their OLG.ca accounts,” a statement sent to Global News from the OLG said.

“Those new Super Bowl promotion customers, who have yet to provide the required information, will be reviewed and processed as a high priority, once we receive the requested documentation from the customer.

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“Our process and capacity to manage these requests is much improved, and accounts can be verified quickly following receipt of all required information.”

It is not clear if those accounts still awaiting verification have been told that they reportedly didn’t submit the required documents, or if additional documents have yet been requested from those users. Global News sent a follow-up question to the OLG, but it was not addressed.

“OLG is committed to delivering an excellent customer experience and regrets the delays caused by our exceptionally popular Super Bowl promotion,” the statement said.

“We are pleased to see service levels returning to our high standard of customer care.”