If your complaint relates to a gambling product not offered by an operator acting as an agent of iGO, such as pari-mutuel wagering on horseracing, iGO cannot address your complaint.

If your complaint is of a general nature and does not relate to a specific igaming website, you may submit a complaint to iGaming Ontario. 

iGaming Ontario does not resolve or make decisions on disputes regarding gambling-related transactions and has no legal relationship with unregulated igaming Operators.

iGaming Ontario is only able to assist players with disputes related to regulated sites about gambling products conducted and managed by iGO that are offered by operators acting as our agent. If you are playing on an unregulated site, you are putting yourself at risk and should consider switching.

iGaming Ontario recommends that players in Ontario only play on sites offered by Operators that are registered and approved in the province and have met Ontario’s high standards for game integrity and player protections.

List of Regulated iGaming Operators

Benefits of Playing on a Regulated Site

Items to consider before filing a formal complaint with iGaming Ontario regarding your dispute:

• Have you reviewed the Operator’s terms and conditions?
• Is the applicable gaming activity offered by an Operator acting as an agent of iGO?
• Have you given the Operator enough time to respond based on their service standards?
• Have you checked your spam folder to ensure a response was not sent there in error?
• Have you attempted to follow-up with the Operator?
• Is the Operator currently offering, or did it previously offer, regulated igaming in Ontario?

The following items may be required in order to file a complaint with iGaming Ontario about your dispute:

• Gaming site name
• Your player ID on the site
• The complaint reference # issued by your gaming site

Click here to submit your complaint/inquiry

iGaming Ontario’s Complaints/Disputes Service Standards

iGaming Ontario does not resolve or make decisions on disputes regarding gambling-related transactions. You must first pursue your dispute directly with your Operator by submitting a formal complaint with their customer service department. Once you have followed the Operator’s complaint submission process, you will receive a complaint number from them.

If, after the Operator has had enough time to respond based on their service standards, you have:

• not received a response (and you have checked your spam folder to ensure a response was not sent there in error)
• made a subsequent attempt to contact the Operator regarding a response
• you may return to this website to submit a complaint with iGO

Alternatively, if you have received a response that you are unsatisfied with, you have attempted to follow-up with the Operator and your dispute is still not resolved to your satisfaction, or it involves an operator who has ceased operating in Ontario, you may return to this website to submit a complaint with iGaming Ontario.

However, if your complaint relates to a topic such as Responsible Gaming, Suspected Illegal Activity, or Advertising, where it may not be appropriate to contact the Operator first, you can submit a complaint in iAGCO by entering zero in the “Complaint/Dispute Reference Number” field.