What should I do if I have a complaint about an online casino in Ontario?

Start with the operator — it's the required first step

Ontario's complaint process has a clear sequence, and it begins at the casino itself. The best way to resolve a dispute is directly with the gaming site — start by checking any terms and conditions linked to your account or transaction, then contact the site and follow their formal complaints process. Once you've done that, the operator will issue you a complaint reference number. Hold onto it — you'll need it if things escalate.

Wait for the gaming site to make a decision; this can take up to 90 days. That window might feel long, but it's the timeline the regulated system is built around. Keep a paper trail: screenshots, email threads, transaction IDs, dates. The more detail you have, the stronger your position at every stage.

Escalating to iGaming Ontario or the AGCO

If the operator's response doesn't satisfy you — or you receive no response at all — two public bodies can take your complaint further, and they serve slightly different roles.

Players may escalate an unresolved or unsatisfactorily resolved dispute to iGaming Ontario for review, after first attempting to resolve it with the regulated operator — provided the dispute relates to gambling products such as sports betting, casino, or poker conducted and managed by iGaming Ontario. iGaming Ontario cannot directly settle any bets, refund wagers, or award compensation, but any finding by iGaming Ontario will be binding on an operator in respect of a customer care issue or a dispute. You can reach iGaming Ontario's customer service at the contact details on their official site at igamingontario.ca.

The AGCO — the Alcohol and Gaming Commission of Ontario, which registers and oversees operators — plays a different role. The AGCO does not resolve or make decisions on disputes regarding gambling-related transactions. What it does do is enforce the rules operators must follow. If you think a regulated gaming site broke the rules, consider making a complaint to the AGCO — they make sure that registered internet gaming sites are following them. You can file through their online portal, iAGCO, and you don't need to create an account to submit a complaint.

There's also one category of complaint where you don't have to go to the operator first: if your complaint relates to responsible gaming, suspected illegal activity, or advertising, you can submit directly to the AGCO by entering zero in the complaint reference number field.

If you're still not satisfied — and a note on unregulated sites

The complaints process does not affect your right to raise your concerns with the Ombudsman of Ontario if you are dissatisfied with the results provided by iGaming Ontario. If you're not happy with the outcome after all of this, consider seeking independent legal advice about your dispute.

One critical point: the AGCO is only able to assist players with disputes related to regulated sites. If you are playing on an unregulated site, you are putting yourself at risk — the AGCO recommends that players in Ontario only play on sites that are registered and authorized in the province. If you're unsure whether your casino is registered, look for the iGaming Ontario (iGO) logo on the site.

If a gambling-related issue is causing you stress beyond a simple transaction dispute, free, confidential support is available any time through ConnexOntario at 1-866-531-2600.