Ontario Online Gambling Complaints & Disputes
How to document a complaint, use the operator’s formal process and escalate eligible unresolved Ontario regulated-market disputes to iGaming Ontario.
Start with the regulated operator’s formal complaint process and obtain a complaint reference number. If the issue remains unresolved or unsatisfactory, eligible disputes can be escalated to iGaming Ontario for review.
What disputes can involve
iGaming Ontario lists issues such as wins and payouts, payments, terms, bonuses, ID verification, account closure, voided bets, technical problems and customer service.
First step
Follow the operator’s formal complaint process in its terms and conditions. Preserve dates, transaction IDs, screenshots, chat transcripts and the complaint number.
Escalation
After the operator process, eligible unresolved disputes related to products conducted and managed by iGO can be submitted to iGaming Ontario.
What iGO does not do
iGaming Ontario says it cannot directly settle bets, refund wagers or award compensation.
Service-standard timing
iGO’s published service standards contemplate escalation where an operator has not responded in a timely manner, including within 90 days of becoming aware of a player dispute, or where the response is unsatisfactory.
Unregulated sites
iGO states it has no legal relationship with unregulated iGaming operators and cannot resolve gambling-transaction disputes with them.