What should I do if I suspect someone else has accessed my Ontario online casino account without permission?

Lock It Down Immediately

The moment something feels off — a login you don't recognize, an unfamiliar transaction, a password-reset email you didn't request — treat it as a real breach until proven otherwise. Your first move is to secure the account right now, not later. Log in if you still can, change your password immediately to something long and unique, and enable two-factor authentication if the operator offers it. If you've been locked out, go straight to the operator's customer support line or live chat and ask them to freeze the account pending investigation. Under AGCO standards, gaming systems must be able to block or deactivate player accounts in a timely manner upon unauthorized usage. A regulated Ontario operator is obligated to act on that kind of request.

Once the account is secured, pull your full transaction history. All player account transactions must be recorded and logged, and operators are required to make deposit/withdrawal history, login times, last login time, and gaming event history readily available to you. Go through those records carefully — you're building the factual picture you'll need for any dispute.

Report It to the Operator Formally

A phone call or chat message isn't enough — you need a paper trail. AGCO standards require that a mechanism be in place to allow players to contact the operator in a timely fashion with issues or complaints relating to their player account or funds management. Submit a written formal complaint through the operator's official complaints process, describe every suspicious transaction you've identified, and keep a copy. Player complaints and disputes must be recorded and addressed in a timely, fair, and transparent manner, operators must make their service standards clear, and disputes must be resolved under Ontario and Canadian law.

Also report the breach to whatever email provider or password manager you use — account takeovers in online gambling are almost always downstream of a compromised email address or reused password elsewhere. Change credentials on any other account that shared the same password.

Escalate If the Operator Doesn't Resolve It

If the operator's response is unsatisfactory or slow, you have two formal escalation paths. First, you must first pursue your dispute directly with the operator and receive a complaint number from them; if the operator has had enough time to respond and hasn't, or you've made a follow-up attempt, you can then submit a complaint to the AGCO. You can do that through the AGCO's iAGCO online portal — you don't need to create an account to submit a complaint. Second, iGaming Ontario has its own complaints process for disputes involving operators acting as iGO agents; you can reach iGaming Ontario customer service toll-free at 1-833-554-4263.

One more thing worth knowing: if the unauthorized access has left you feeling shaken about your relationship with online gambling generally, that's worth paying attention to. Ontario's centralized self-exclusion service, BetGuard, enables individuals aged 19 and older to voluntarily opt out of all Ontario regulated online gaming platforms through one portal, preventing access to existing accounts and new account creation across every regulated site. You can reach BetGuard at 1-833-776-7171 or BetGuard.ca. And if you want to talk to someone about gambling and its impact, ConnexOntario is available 24/7 at 1-866-531-2600.