If an Ontario online casino delays a withdrawal, closes your account or won’t answer your emails, you have two places to go: the casino’s own complaints process first, then the Alcohol and Gaming Commission of Ontario (AGCO). This guide walks through both steps, what the AGCO can and can’t do for you, and how to keep your complaint moving.
One thing to know up front: this process only works for sites in Ontario’s regulated market. If the site isn’t in the iGaming Ontario directory, the AGCO doesn’t regulate it.
FreeSpin Review is an independent information website. We are not a gambling operator, and we can’t act on complaints for players. This page summarizes the AGCO’s public guidance and is not legal advice.
Step 1: Complain to the Casino First
The AGCO says the best way to resolve a dispute is directly with the gaming site. Regulated operators must have a formal complaints process.
- Find the complaints process. It’s usually linked in the footer or the help centre. Use the formal complaint route, not just live chat.
- Put it in writing. Explain what happened, when, and what you want (for example, a withdrawal processed or an account reopened).
- Get a reference number. You’ll need the operator’s complaint reference number if you escalate to the AGCO.
- Give it time. According to the AGCO, operators have up to 90 days to respond. Check your spam folder before assuming you’ve been ignored.
What to include
- Your player ID or username
- Dates and amounts of the deposits, bets or withdrawals involved
- Screenshots of error messages, balances or chat conversations
- Copies of any emails from the operator
- Which verification documents you’ve already submitted, and when
Step 2: Escalate to the AGCO
You can take your complaint to the AGCO if:
- The operator hasn’t responded within about 90 days, or
- You believe the site broke Ontario’s rules.
For complaints about responsible gambling, suspected illegal activity or advertising, the AGCO says you don’t have to go to the operator first.
How to submit
Use the AGCO’s online internet gaming complaints page, which links to the iAGCO complaint form. You don’t need an account. Have these ready:
- The name of the regulated gaming site
- Your player ID
- The operator’s complaint reference number (the AGCO’s form explains what to enter if one of the exceptions applies)
What happens next
| Stage | Approximate timing (per AGCO) |
|---|---|
| Initial review | About 2 business days |
| Compliance review | About 5 weeks |
| Complex review | 3 to 6 months or more |
What the AGCO Can and Can’t Do
This is the part most players don’t expect. The AGCO says plainly that it can’t get your money back or make a gaming site pay you, and that its complaints process doesn’t resolve individual disputes.
What it can do is look into whether the operator broke the rules. If it finds a breach, it can take regulatory action such as warnings, monetary penalties or suspensions. That pressure often matters, but you should go in knowing the AGCO is a regulator, not a debt collector.
Common Complaint Types and What to Check First
Withdrawal delays
Most delays come down to identity verification, a pending period set by the casino, or the payment method. Check whether the site is waiting on documents from you. Our guide on what affects payout speed and our Interac casino guide explain the usual causes.
Bonus disputes
Winnings are often held back because of a wagering requirement, a maximum bet rule or a game restriction attached to a bonus. Re-read the terms that were shown when you accepted the offer. Ontario requires material bonus terms to be shown up front — see our Ontario casino bonus rules.
Account closures or restrictions
Ask the operator in writing for the reason and for any remaining balance to be returned. Keep a record of the reply.
Self-exclusion problems
If you self-excluded and were still able to play or still received marketing, that is a responsible gambling complaint. You can raise it directly with the AGCO. See our BetGuard Ontario guide for how centralized self-exclusion works.
What If the Site Isn’t Regulated in Ontario?
If the site isn’t in the iGaming Ontario directory and isn’t OLG.ca, the AGCO complaint route doesn’t cover it. Your options are usually limited to the site’s own process and whatever regulator the site claims abroad, if any. This is the main reason we recommend checking the directory before depositing. Read more in Is online gambling legal in Ontario?
Frequently Asked Questions
How do I file a complaint against an Ontario online casino?
Use the casino’s formal complaints process first. If it isn’t resolved within about 90 days, or if you believe rules were broken, submit a complaint through the AGCO’s internet gaming complaints page.
Can the AGCO get my money back?
No. The AGCO says it can’t make a gaming site give you your money back. It can investigate and take regulatory action if the operator broke the rules.
How long does an Ontario casino have to respond to a complaint?
According to the AGCO, operators have up to 90 days to respond.
Do I need an account to complain to the AGCO?
No. The AGCO’s online complaint form doesn’t require an account.
Can I complain about a casino ad?
Yes. Advertising complaints can go straight to the AGCO without contacting the operator first.
Does iGaming Ontario handle player complaints?
Complaints go to the operator first and then to the AGCO, which is the regulator. Learn how the two bodies differ in What is iGaming Ontario?
Bottom Line
Start with the casino, keep everything in writing, and get a reference number. If that fails, the AGCO can investigate rule breaches, but it can’t recover money for you. The best protection is choosing a regulated site in the first place.
Ontario players should use operators registered with the AGCO and operating through iGaming Ontario.
19+ in most Canadian provinces. 18+ in Alberta, Manitoba, and Quebec. Gambling involves financial risk. If gambling is becoming a problem, contact ConnexOntario at 1-866-531-2600, available 24/7.