Player Support

Connecting players to the resources they need.

Have a dispute or a complaint?

iGaming Ontario encourages you to pursue any legitimate dispute or complaint you may have from your experience with internet gaming. Most disputes related to igaming will be resolved by following the customer dispute processes of the igaming site offered by a regulated Operator.

Players may escalate an unresolved or unsatisfactorily resolved dispute to iGaming Ontario for review, after first attempting to resolve it with the regulated Operator. Disputes must relate to gambling products that are conducted and managed by iGaming Ontario and offered by the Operator as agent of iGaming Ontario (e.g. sports betting, casino, poker). iGaming Ontario cannot directly settle any bets, refund wagers or award compensation. Matters of a criminal or regulatory nature will be referred by iGO to the appropriate authorities. To best determine what you should do about your issue, please use the tool below to answer a few questions.

If your dispute or complaint is related to an Operator that was formerly live in the regulated Ontario market and has since ceased operations in Ontario, please complete the questions to determine what steps need to be taken.

Which of the of the following best describes the nature of your issue?

Dispute with a specific igaming website

General complaint about igaming and its regulation in Ontario

Although some issues can be addressed directly by iGaming Ontario, most disputes related to igaming can be best resolved by contacting the customer service department of your regulated igaming site.

Complaints of this nature may include:

Whether or not you have won
How much you received as a payout
The way your payments were managed
Terms and conditions of an Operator or a specific game
Bonus offers
ID verification
Closure of your account
Decisions such as voiding or cancelling your bet, IT / technical issues with a site or a game (eg. site down, failure during a game)
Customer service issues

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.

Is the website in question currently offered by a regulated igaming Operator (or a formerly regulated operator such as Coolbear Ontario Limited, Mansion Ontario Holdings Limited, PressEnter Europe Limited)?

Yes

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

Have you already made a formal complaint* with your gaming site?

Yes

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.