What should I do if I notice a game result at an Ontario online casino seems wrong or unfair?

Disputing a game result you think is wrong is a real consumer right in Ontario's regulated market — and there's a clear, structured path to pursue it. Here's how it works, step by step.

Start with the operator's own complaints process

The best way to resolve a dispute is directly with the gaming site. Start by checking any terms and conditions linked to your account or the transaction in question, then contact the site and follow their formal complaints process. Once you've done that, you'll receive a complaint number from them — keep that number, because you'll need it if things go further. Before anything else, take screenshots or notes: the game name, the time, what you expected versus what the screen showed. The more detail you have, the stronger your position.

Complaints by players about unfair treatment, cheating, and collusion must be investigated — that's a requirement under the AGCO's Registrar's Standards for Internet Gaming, not just a courtesy. So the operator isn't doing you a favour by taking your complaint seriously; they're obligated to.

If the operator doesn't resolve it — escalate to iGaming Ontario

You can escalate to iGaming Ontario after first raising the issue with the operator through their complaints process, if the operator did not respond within 90 days, or if their response was unsatisfactory. Disputes must relate to gambling products conducted and managed by iGaming Ontario — for example, casino games, sports betting, or poker.

iGaming Ontario will acknowledge receipt of your complaint within one business day and, if further action is needed, will advise how long a further response will take. They will make every effort to resolve it and explain the reasons for the decision — and this process does not affect your right to raise concerns with the Ombudsman of Ontario if you remain unsatisfied.

One thing worth knowing upfront: iGaming Ontario cannot directly settle bets, refund wagers, or award compensation. What they can do is review whether the operator followed the rules, and that finding carries real weight.

The AGCO plays a different role

The AGCO does not resolve or make decisions on disputes regarding gambling-related transactions. Their role is regulatory — they set and enforce the standards. 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. That said, if you believe a site has broken the rules — not just given you an outcome you disliked — the AGCO is the right body to flag it to, and it does help keep the integrity of Ontario's regulated internet gaming market strong.

A quick note on where you're playing

All of this only applies if you're on a regulated Ontario site. The AGCO is only able to assist players with disputes related to regulated sites. If you're playing on an unregulated site, you're putting yourself at risk — the AGCO recommends that Ontario players only play on sites registered and authorized in the province that have met Ontario's standards for game integrity and player protections. A quick way to confirm you're in the right place: regulated Ontario sites display both the iGaming Ontario logo and the BetGuard logo. If those aren't visible, you have no formal recourse through any of the above channels.

For Ottawa players, none of this process is location-specific — it applies province-wide. You can reach iGaming Ontario's player support at 1-833-554-4263 (toll-free) or via igamingontario.ca, and file with the AGCO through iAGCO Online Services at agco.ca. If anything about your gambling experience ever starts feeling like more than a dispute over a single game result, ConnexOntario is available around the clock at 1-866-531-2600.