What should I do if I notice something suspicious or unfair happening during a game at a regulated Ontario online casino?

Ontario's regulated market gives you a real, structured path to follow when something feels off — and knowing that path in advance makes it far less stressful to use in the moment.

Step one: check the terms, then document everything

Start by reviewing any terms and conditions linked to your account or the specific gambling transaction in question. This matters more than it sounds. Outcomes that look wrong at first glance — a voided hand, a delayed withdrawal, an unexpected game result — often have an explanation buried in the rules. Screenshot the session, note the time, save any chat logs. If you do escalate, having a clear record saves a lot of back-and-forth.

Step two: go through the operator's formal complaint process

The best way to resolve a dispute is directly with the gaming site — and the AGCO recommends following the site's formal complaints process as the first step. Under the Registrar's Standards, player complaints must be recorded and addressed in a timely, fair, and transparent manner, and operators are required to have clear service standards and make them available to players. Most regulated Ontario sites have a dedicated complaints or disputes section in their support area — use that rather than a general chat widget, because once you've followed the operator's complaint submission process, you'll receive a complaint number from them, and you'll need that number for any further escalation.

Step three: escalate to iGaming Ontario or the AGCO

Most disputes will be resolved by following the customer dispute processes of the igaming site, but players may escalate an unresolved or unsatisfactorily resolved dispute to iGaming Ontario for review, after first attempting to resolve it with the regulated operator. The 90-day mark is the key threshold: if the operator did not respond in a timely manner within 90 days of being made aware of a player dispute, or their response was not to the complainant's satisfaction, iGaming Ontario can step in.

The AGCO runs a parallel path. To submit a complaint to the AGCO, use their online service iAGCO, complete the form — and you don't need to create an account to do so. Once submitted, you'll receive a reference number that lets you track the status of your complaint. One thing to be clear-eyed about: 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 return funds. What it does do is put the operator's conduct on record with the regulator, which matters for accountability.

When to skip straight to the AGCO

There's one important exception to the "operator 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 directly to the AGCO. Suspected cheating or game manipulation would fall squarely here — don't wait for an operator response before flagging it. Matters of a criminal or regulatory nature will be referred by iGaming Ontario to the appropriate authorities.

A note on which sites this actually applies to

The AGCO is only able to assist players with disputes related to regulated sites. If you're playing on a site that doesn't display both the iGaming Ontario logo and the BetGuard logo — the two markers of a fully registered Ontario operator — none of this escalation infrastructure applies to you. Stick to the registered operators listed in the iGaming Ontario registry, and you're covered by these protections from the start.

If gambling ever becomes a source of stress rather than entertainment, ConnexOntario (1-866-531-2600) is free, confidential, and available around the clock. Ontario's legal gambling age is 19+.