iGaming Ontario’s Complaints/Disputes Service Standards

Introduction

iGaming Ontario (iGO) has developed the following service standards so that complaints and disputes from the public are responded to in a transparent and fair manner.

What types of complaints/disputes/issues are covered?

These service standards apply to all complaints/disputes/issues from members of the public regarding:

  1. Disagreement with a specific gambling business (Operator) website about the result of a gambling transaction or about the service received from them where
    1. the issue was first raised with the Operator through their complaints/customer service process as outlined in the Operator’s terms and conditions for the site, and
    2. the issue relates to a gambling product that the Operator provides as an agent of iGO*, and
    3. the Operator did not respond in a timely manner (within 90 days of being made aware of a player dispute), or
    4. the Operator’s response to the issue was not to the complainant’s satisfaction
  2. Issues with a previously regulated Operator who has ceased igaming activities in Ontario.
  3. General complaint about igaming and its regulation in Ontario

iGO will respond to your complaint/dispute, make every effort to resolve it and explain the reasons for the decision reached. Please note that 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 iGO.

iGO Commitments

Timeliness

All complaints covered under these service standards will have their receipt acknowledged within 1 business day. If any further action is necessary, iGO will advise how long it will take to receive a further response.

Confidentiality

All complaints/disputes are kept confidential within the provisions of the Freedom of Information and Protection of Privacy Act. iGO will advise the internet gaming Operator who is the subject of a complaint/dispute in order for the complaint/dispute to be fully and fairly reviewed.

Reporting Back

If the issue cannot be resolved right away, the complainant will be informed as soon as the matter has been reviewed. In most cases, all concerned parties will be advised of the outcome of the review.

Note: If you have any questions regarding the Complaints/Disputes Service Standards, please submit an inquiry through igaming@igamingontario.ca or contact iGO Customer Service at (416) 326-8283 or 1-833-55-iGame / 1-833-554-4263 (toll free).

*Operators offering pari-mutuel wagering on horseraces do so as agents of Woodbine Entertainment Group.