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Resolve your dispute with the gaming operator
Complaints to the AGCO
Resolving disputes with gaming sites
Making a complaint to the AGCO won’t resolve your dispute with an internet gaming site.
We can’t get your money back or make a gaming site give you your money back.
Need help?
ConnexOntario provides information and resources for people having problems with gambling, drugs, alcohol, or mental health. The service is free, confidential, and available anytime. Call ConnexOntario 24/7 at 1-866-531-2600. Text 247247 or chat online at www.connexontario.ca.
Gambling on regulated sites
Want to know if you’re gambling on a regulated gambling site? Look for the iGaming Ontario (iGO) logo.
Visit iGO's website to learn more.
Resolve your dispute with the gaming operator
Three steps to resolve disputes
The best way to resolve a dispute is directly with the gaming site. We recommend you follow these steps to resolve your dispute with an internet gaming site.
3 Steps to resolve a dispute with a gaming site
- Check the terms and conditions
Check any terms and conditions that are linked to your account or your gambling transaction. - Follow the gaming site’s formal complaints process
Contact the gaming site and follow their formal complaints process. - Wait for a decision
Wait for the gaming site to make a decision about your complaint. This can take up to 90 days. If you’re not happy with the outcome, consider seeking independent legal advice about your dispute.
Complaints to the AGCO
Why make a complaint to the AGCO
If you think a regulated gaming site broke the rules, consider making a complaint to the AGCO. We make sure that registered internet gaming sites are following the rules. If we find that rules have been broken, we can issue penalties. This may include warnings, suspensions or monetary penalties.
Our complaints process won’t always resolve your dispute with a gaming site. However, it does help keep the integrity of Ontario’s regulated internet gaming market strong.
You should make a complaint to the AGCO if:
- You think a regulated gaming site has broken the rules.
- You’ve tried resolving your dispute directly with the gaming site and waited up to 90 days for a formal decision but have not reached a resolution.
- Your complaint is about responsible gaming, possible illegal activity, or advertising and it may not be right to contact the gaming site first.
What you need for your complaint
To help us review your complaint please provide as much detail as possible, including:
- name of the regulated gaming site (check iGO’s website to see if we regulate your igaming provider)
- your player ID on the site
- the complaint reference # issued by your gaming site, if applicable.
What to expect if you make a complaint to us
| Stage | What happens | How long it takes | Possible outcomes |
|---|---|---|---|
| Initial review | We review your complaint to decide if we can help. We’ll acknowledge your complaint and provide a response. | About 2 business days. | At this stage we might:
|
| Compliance review | Our compliance team reviews your complaint to determine if rules may have been broken. | Up to 5 weeks. | At this stage we might:
|
| Complex compliance review | Our compliance team performs a thorough review of compliance. This may include asking for more information and evidence from the gaming site. | 3-6 months, sometimes more for very complex cases. | At this stage we might:
|
Make a complaint
If you’re ready to make a complaint, use the tool below to make sure you’re on the right track and reaching out to the right organization.
Submit your complaint online
To submit a complaint to the AGCO, please use our online service iAGCO.
- On the iAGCO landing page, click on “SUBMIT A COMPLAINT”.
- Complete the form.
You don’t need to create an account to submit a complaint.
More resources
For more information about internet gaming, check out the lottery and gaming resources page.