What recourse do I have if I believe an online casino treated me unfairly in Ontario?

Ontario players who feel wronged by a licensed online casino actually have a structured, multi-step escalation path — more formal protection than most people realize. Here's how it works, in order.

Start with the operator itself

Check any terms and conditions linked to your account or your gambling transaction first — your complaint may turn on a clause you haven't read closely. Then submit a formal complaint directly with the operator's customer service department. Once you've done that, you'll receive a complaint reference number from them — keep it, because you'll need it for any escalation. Wait for the gaming site to make a decision; this can take up to 90 days.

This step isn't optional — it's a prerequisite. Most disputes related to iGaming will be resolved by following the customer dispute processes of the igaming site offered by a regulated operator. Skipping it closes the doors upstream.

Escalate to iGaming Ontario and the AGCO

If the operator doesn't respond in a reasonable time, or their answer leaves you unsatisfied, you have two bodies to go to — and they handle different things.

iGaming Ontario (iGO) handles the commercial side of the dispute. Players may escalate an unresolved or unsatisfactorily resolved dispute to iGaming Ontario for review, after first attempting to resolve it with the regulated operator — covering disputes related to gambling products such as sports betting, casino, and poker. All complaints covered under iGO's service standards will have their receipt acknowledged within one business day. Be clear-eyed about what iGO can and can't do, though: iGaming Ontario cannot directly settle any bets, refund wagers, or award compensation. What they can do is review whether the operator followed the rules and apply pressure accordingly. You can reach iGO at 1-833-554-4263 (toll-free) or through the Player Support section at igamingontario.ca.

The AGCO is the regulator, and its role is distinct. The AGCO does not resolve or make decisions on disputes regarding gambling-related transactions — but it does take regulatory complaints seriously. The AGCO addresses regulatory complaints and inquiries, including those related to game integrity and fairness, misuse of private information, responsible gambling violations, and money laundering. If you believe the casino broke the rules — not just gave you an outcome you disliked — that's a complaint for the AGCO via iAGCO online services. 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 directly to the AGCO by entering zero in the complaint reference number field.

If you're still not satisfied

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. That's a meaningful backstop — the Ombudsman is an independent officer of the Legislature. Beyond that, if you're not happy with the outcome, you can consider seeking independent legal advice about your dispute.

One practical point worth underlining: all of this formal recourse only exists if you're playing on a regulated site. 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. Regulated Ontario operators display both the iGaming Ontario logo and the BetGuard logo; those two marks are your confirmation that the site operates under AGCO rules and iGO oversight, and that you have real recourse if something goes wrong. If those logos aren't there, the complaint pathway described above simply doesn't apply to you.

ConnexOntario (1-866-531-2600) is available around the clock if you need support related to gambling — separate from any dispute, and free to call. Ontario's legal gambling age is 19+.