What should I do if I notice something suspicious or potentially unfair while playing at a regulated Ontario online casino?

First, confirm you're on a regulated site

Before anything else, check the footer of the site you're playing on. Every fully registered Ontario operator displays both the iGaming Ontario logo and the BetGuard logo — their presence tells you the site is managed by iGaming Ontario and regulated by the AGCO. If those logos aren't there, you may not be on a legitimate Ontario-licensed platform, and the AGCO can only assist players with disputes related to regulated sites — if you're playing on an unregulated site, you're putting yourself at risk, and the AGCO recommends switching to an operator that is registered and authorized in Ontario.

Start with the operator — that's the fastest path

The best way to resolve a dispute is directly with the gaming site. Check any terms and conditions linked to your account or your gambling transaction first, then contact the gaming site and follow their formal complaints process. This matters procedurally: once you've followed the operator's complaint submission process, you'll receive a complaint number from them — and you'll need that reference number if you later escalate.

Operators are required to record and address player complaints in a timely, fair, and transparent manner. They must have clear service standards and make those available to players, and disputes must be resolved under Ontario and Canadian law. So this isn't just a courtesy step — it's a regulated obligation on their end.

When to escalate, and to whom

If the operator's response doesn't satisfy you, two bodies can take it further: iGaming Ontario and the AGCO. Players may escalate an unresolved or unsatisfactorily resolved dispute to iGaming Ontario for review, after first attempting to resolve it with the regulated operator. iGaming Ontario cannot directly settle bets, refund wagers, or award compensation, but matters of a criminal or regulatory nature will be referred to the appropriate authorities.

On the AGCO side, you can bring a complaint to the AGCO if you've tried resolving the dispute directly with the gaming site and waited up to 90 days for a formal decision without reaching a resolution. Be clear-eyed about what the AGCO can do here: making a complaint to the AGCO won't resolve your dispute with an internet gaming site — they can't get your money back or make a gaming site give it back. What it does do is put the operator's conduct on the regulator's radar, which matters for market integrity.

There's one important exception to the "operator first" sequence. If your complaint relates to responsible gaming, suspected illegal activity, or advertising, where it may not be appropriate to contact the operator first, you can submit directly to the AGCO. Suspected cheating, rigged outcomes, or anything that looks like fraud falls squarely in that category — go straight to the AGCO via iAGCO online services. You don't need to create an account to submit a complaint.

If you submit via iAGCO Online Services, you'll receive a reference number to track your complaint's status, and all complaints are kept confidential within the provisions of the Freedom of Information and Protection of Privacy Act. If the AGCO process still doesn't resolve things to your satisfaction, you retain the right to raise concerns with the Ombudsman of Ontario.

Document everything as you go — screenshots, transaction IDs, chat transcripts, dates. A well-documented complaint moves faster at every stage. And if at any point the stress of a dispute tips into something harder to manage, ConnexOntario (1-866-531-2600) is free, confidential, and available around the clock.