What should I do if I think someone else has accessed my Ontario online casino account?

Picture this: you log into your casino account and notice a session you didn't start, a withdrawal you didn't request, or a password-change email you never triggered. That's a serious situation — here's exactly how to handle it, step by step.

Lock it down immediately

Your first move is containment. If you can still access your account, change your password right now, then log out of all active sessions (most platforms offer this in account security settings). If you can't get in because a credential has already been changed, go straight to the operator's live-chat or phone support and tell them you suspect unauthorized access — ask them to freeze or temporarily suspend the account while the matter is investigated. The AGCO's Registrar's Standards require gaming systems to be able to change, block, deactivate, or remove accounts in a timely manner upon unauthorized usage, so every licensed Ontario operator is obligated to have this capability ready to use.

While you're at it, check the email address and phone number linked to your gaming account — if either has been swapped out, that's a strong sign of a deliberate takeover rather than a one-off login.

Document everything before contacting the operator

Screenshot your transaction history, any unfamiliar login timestamps, and any account-change notifications you received. You'll need this when you file a formal complaint. Check any terms and conditions linked to your account, then contact the gaming site and follow their formal complaints process. Every regulated Ontario site is required to have one.

Escalate if the operator doesn't resolve it

Players may escalate an unresolved or unsatisfactorily resolved dispute to iGaming Ontario for review, after first attempting to resolve it with the regulated operator. If the operator's response is unsatisfactory or takes too long, you can make a complaint to the AGCO, which makes sure registered internet gaming sites are following the rules. You can do this through the AGCO's online portal, iAGCO — you don't need to create an account to submit a complaint. If the issue touches on possible illegal activity, you can go directly to the AGCO without contacting the operator first, by entering zero in the complaint reference number field.

You can also reach iGaming Ontario directly at igaming@igamingontario.ca or 1-833-554-4263 (toll free).

Secure your broader digital life

A compromised casino account is often a symptom of a wider credential problem. Change the password on the email address tied to your gaming account, check whether you reused that password anywhere else, and run a breach check (services like Have I Been Pwned are free). Enable two-factor authentication on both your email and your casino account if you haven't already — it's the single most effective barrier against account takeover.

One more option if you need to step back entirely

If the incident has shaken your confidence in online play or you want to pause while things are sorted out, Ontario's centralized self-exclusion service, BetGuard (betguard.ca), lets you opt out of every regulated Ontario gaming site in a single request. Every internet gaming website offered by a fully registered and approved operator in Ontario displays both the iGaming Ontario and BetGuard logos — seeing those logos confirms the site is managed by iGaming Ontario and regulated by the AGCO. If a site you've been using doesn't show both logos, that's a red flag worth investigating before playing further.

One last practical note: if money left your account without your authorization, treat it as a potential fraud matter and contact your bank as well — they have their own dispute processes that run independently of the casino's. And if you ever need to talk through anything gambling-related, ConnexOntario is available at 1-866-531-2600.