How to Complain About an Ontario Poker Site

If you have a complaint about a regulated Ontario poker site, here is the process:

Step 1: Contact the Operator

Start by using the operator's own customer support and complaints process. All regulated operators are required to have a complaints procedure.

Step 2: Escalate to iGaming Ontario

iGO says unresolved disputes can be escalated to it after the player first tries the operator. However, iGO cannot directly settle bets, refund wagers, or award compensation. It can facilitate communication and investigate whether the operator followed its own procedures.

Step 3: Report to AGCO

If you believe an operator is violating regulatory standards, you can report concerns directly to the AGCO, which has the authority to investigate and take enforcement action.

When to Contact AGCO Directly

You do not need to go through the operator or iGO first for these issues. iGaming Ontario's player support guidance confirms you can contact AGCO directly for:

Responsible gambling concerns about yourself or someone else
Suspected illegal gambling activity
Advertising or marketing complaints (e.g., inducement violations, targeting minors)
Operator conduct that may breach AGCO Registrar Standards

AGCO contact: agco.ca/contact-us

Document Everything

Keep screenshots of transactions, chat logs, and email correspondence. Clear documentation strengthens any complaint.

For more on player protections, see responsible gambling tools and our guide on regulated vs unregulated poker sites.