What should I do if I notice unusual or suspicious activity on my Ontario online casino account?

Spotting something wrong on your account — a login you don't recognise, a transaction you didn't make, a password change you never requested — demands a fast, methodical response. Here's exactly what to do.

Act immediately: lock down your account

Change your password right away, even before you call anyone. If you can't log in because a password has already been changed without your knowledge, use the operator's account recovery process immediately. Enable two-factor authentication if it isn't already on. The goal is to cut off any ongoing access before anything else.

Also change the password on the email address linked to your casino account — that's often the real target, since whoever controls your inbox can reset everything else.

Contact the operator directly — this is your first formal step

Most disputes related to igaming can be best resolved by contacting the customer service department of your regulated igaming site. Report the suspicious activity to the operator's support team in writing (live chat with a transcript, or email), note the time, and ask them to flag or temporarily freeze the account while they investigate. Operators are required to appropriately monitor player and employee transactions, including the ongoing analysis of incident reports and suspicious transactions for possible unlawful activity — so they have internal processes built for exactly this situation.

Keep a record of everything: screenshots, transaction IDs, timestamps, and any reference numbers the operator gives you.

If the operator's response isn't satisfactory, escalate

Ontario's regulated market gives you real escalation options. Most disputes will be resolved by following the customer dispute processes of the igaming site, but players may escalate an unresolved or unsatisfactorily resolved dispute to iGaming Ontario for review, after first attempting to resolve it with the regulated operator.

For issues involving possible illegal activity — fraud, unauthorized access, or anything criminal in nature — you don't have to contact the operator first. If your complaint relates to a topic such as Responsible Gaming, Suspected Illegal Activity, or Advertising, where it may not be appropriate to contact the Operator first, you can submit a complaint directly in iAGCO by entering zero in the "Complaint/Dispute Reference Number" field.

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 the rules. You can reach iGaming Ontario's customer service at 1-833-554-4263 (toll-free) or by email at igaming@igamingontario.ca.

The AGCO's standards governing anti-cheating measures include the presence of measures to deter, prevent and detect cheating, to investigate complaints of cheating made by players in Ontario, and to notify the AGCO's OPP detachment of incidents of cheating for possible criminal investigation. If you believe a crime has occurred, you can also report it directly to your local police.

A note on why playing on a regulated site matters here

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 offered by operators that are registered and authorized in the province. On a regulated site, you have real recourse. On an offshore site, you have almost none.

If the situation is causing you significant stress, ConnexOntario (1-866-531-2600) is available 24/7 and can connect you with support services. Account security incidents can be distressing, and it's okay to ask for help.