What is the process for filing a complaint against a registered Ontario online casino?

Ontario's complaint system for online casinos runs in a clear sequence — and knowing it upfront saves you time and frustration. There are three possible stops: the casino itself, iGaming Ontario, and then the AGCO. Most disputes never need to go past the first.

Step 1 — Start with the casino's own complaints process

The best way to resolve a dispute is directly with the gaming site. This isn't just practical advice; it's a regulatory requirement. Player complaints and disputes must be recorded and addressed in a timely, fair, transparent, and appropriate manner, and operators must have clear service standards that are made available to players.

Before you contact anyone, check any terms and conditions linked to your account or your gambling transaction. Then contact the gaming site and follow their formal complaints process. Once you have followed the operator's complaint submission process, you will receive a complaint number from them — hold onto that number, because you'll need it if things escalate.

Wait for the gaming site to make a decision about your complaint. This can take up to 90 days.

Step 2 — Escalate to iGaming Ontario or the AGCO

If the casino's response doesn't satisfy you — or doesn't come — you have two parallel avenues depending on the nature of your complaint.

iGaming Ontario (iGO) handles disputes about the actual gambling products (casino games, sports betting, poker) offered through its regulated market. Players may escalate an unresolved or unsatisfactorily resolved dispute to iGaming Ontario for review, after first attempting to resolve it with the regulated operator. Be aware of one firm limit: iGaming Ontario cannot directly settle any bets, refund wagers, or award compensation. What iGO can do is investigate and pressure operators into compliance. All complaints covered under its service standards will have their receipt acknowledged within one business day. You can reach iGO through its Player Support page at igamingontario.ca.

The AGCO is the right destination when you believe a regulated site has broken Ontario's rules — not just treated you badly, but actually violated regulatory standards. To submit a complaint to the AGCO, use the online service iAGCO; on the landing page, click "Submit a Complaint" and complete the form. You don't need to create an account to submit a complaint. Items needed to file include the site name, your player ID on the site, and the complaint reference number issued by your gaming site.

There's one important exception to the "casino first" rule: 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 a complaint in iAGCO by entering zero in the "Complaint/Dispute Reference Number" field. For Ottawa players who suspect something is genuinely wrong (fraudulent game outcomes, ignored self-exclusion requests, illegal advertising targeting), go straight to the AGCO without waiting.

If you submit your complaint online via iAGCO Online Services, you will be provided with a reference number, which will allow you to track the status of your complaint. All complaints are kept confidential within the provisions of the Freedom of Information and Protection of Privacy Act.

If you're still unsatisfied after the AGCO

This process does not affect your right to raise your concerns with the Ombudsman of Ontario if you are dissatisfied with the results provided by the AGCO. For individual transaction disputes that remain unresolved, you may also consider seeking independent legal advice about your dispute.

One practical note: the AGCO is only able to assist players with disputes related to regulated sites. This is why playing on a site that carries the iGaming Ontario logo — and the BetGuard logo — matters. Those logos confirm you're on a platform where the complaint machinery above actually applies to you. If you're on an offshore site, you have no recourse through any of these channels.

If anything about your gambling feels off beyond a simple dispute — ConnexOntario (1-866-531-2600) offers free, confidential support around the clock for anyone 19+ in Ontario.