What should I do if I feel an Ontario online casino is not treating me fairly as a player?

Ontario's regulated market gives players real recourse when something goes wrong — but the system works in a specific sequence, and knowing that sequence saves a lot of frustration. Here's how it actually flows.

Start with the operator's own complaints process

The best way to resolve a dispute is directly with the gaming site. Every registered Ontario operator is required to have one. The AGCO's Registrar's Standards for Internet Gaming require that player complaints, disputes and inquiries must be recorded and addressed in a timely, fair, transparent and appropriate manner — and operators must have clear service standards and make these available to players. In practice, that means a formal complaints channel, usually accessible through the site's help or account section. Use it, get a complaint reference number, and keep a record of everything — dates, screenshots, what was said.

Wait for the gaming site to make a decision about your complaint. This can take up to 90 days. That timeline matters because it's the threshold before the next step opens up.

Escalate to iGaming Ontario if the operator doesn't resolve it

Most disputes related to igaming will be resolved by following the customer dispute processes of the igaming site offered by a regulated operator. Players may escalate an unresolved or unsatisfactorily resolved dispute to iGaming Ontario for review, after first attempting to resolve it with the regulated operator. Disputes must relate to gambling products that are conducted and managed by iGaming Ontario and offered by the operator as agent of iGaming Ontario — for example, sports betting, casino, or poker.

iGaming Ontario cannot directly settle any bets, refund wagers or award compensation — but it can review whether the operator handled your complaint properly under its operating agreement. To file, you'll need the site name, your player ID, and the complaint reference number the operator issued you. iGaming Ontario will respond to your complaint/dispute, make every effort to resolve it and explain the reasons for the decision reached. 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 iGaming Ontario.

File with the AGCO if you believe rules were broken

The AGCO and iGaming Ontario handle different things. 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 — and if they find that rules have been broken, they can issue penalties, including warnings, suspensions, or monetary penalties.

Crucially, 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 you your money back. The AGCO's role is regulatory enforcement, not dispute settlement. Still, filing matters: it creates a record and can trigger compliance action that protects other players too.

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. You can reach the AGCO through their iAGCO online portal, or by phone at 416-326-8700 / 1-800-522-2876 (toll-free in Ontario).

One thing that matters before any of this: is the site actually regulated?

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 and should consider switching. The simplest check: every internet gaming website offered by a fully registered and approved operator in Ontario will have the iGaming Ontario and BetGuard logos displayed — if you see these logos, you know that the website operations are managed by iGaming Ontario and regulated by the AGCO. If those logos aren't there, the protections described above don't apply. You can also cross-reference the operator against the full list of registered operators on the iGaming Ontario website, which is the live source of truth for who's legitimately in the market.

If at any point your gambling stops feeling like something you're in control of, ConnexOntario (1-866-531-2600) is the province's free, confidential support line — available around the clock. All players must be 19+.