How To Report An iGaming Site To The AGCO
When reporting an iGaming site you will need certain information to submit a complaint. The AGCO will require the name of the specific casino to ensure they are regulated, your personal ID for the website, and a complaint reference number from the online casino (if given). It is recommended that complaints are first raised with the casino's customer support or dispute team before escalating the matter to the AGCO.
Making A Complaint - Step By Step
- Visit the AGCO Website. At the bottom of the Internet Gaming Complaints Page[1] you'll find a section called, "Make a Complaint".
- Select The Issue. You have two reporting options. You will either have a dispute with a specific iGaming site, or a general complaint about iGaming and its regulation in Ontario. Make your selection. A new page will open giving you the option to select Yes or No as to whether the operator is regulated.
- The next pages require you to state whether you have submitted a formal complaint with the iGaming site. If the answer is yes, you'll click the Yes button.
- On the next page you are given a list of points to review before filing a formal complaint. These include giving the operator enough time to respond to you and checking your email spam folder to ensure a response wasn't sent here. To submit a complaint, click on the "Submit Your Complaint" button.
- A new page will load with the complaint submission form. You will be required to fill out all the information. There is an option to submit anonymously.
- Fill in your name, phone number, email, type of complaint, made on behalf of, incident date, incident time, if your complaint is about the gaming site or operator, description of the complaint.
- Upload supporting documentation.
- Read the declaration.
- Complete the security check (reCAPTCHA)
- Submit Complaint.
Players may receive an initial response within approximately two business days after reporting an issue. This time allows the AGCO to determine whether it can assist with the complaint. During this period, you may be contacted by the AGCO for additional information required to assess the matter. You may also be advised to raise the complaint directly with the casino if this has not already been done, or referred to another regulatory body where appropriate.
The AGCO may escalate a complaint for an initial compliance review. In this case, it can take up to five weeks to complete. For more complex compliance reviews, the process can take between three and six months.
Complaints are taken seriously and AGCO penalties and fines have been issued, and in large amounts, to operators who have breached regulation rules since the iGaming market opened in the province.
Reason To Make A Complaint - What The AGCO Can Help With
Before reporting any casino or sports betting site you need to make sure that it is regulated by the AGCO and holds an iGaming Ontario license. It is also important to note that iGaming Ontario cannot directly award compensation or refund your wagers. Criminal matters or those of a regulatory nature will be referred to the appropriate authorities.
Here are some reasons you should make a complaint to the AGCO:
- You notice a regulated casino is breaking the rules.
- You have an issue regarding your own personal account and the customer service features have not solved it within 90 days.
- You have a complaint about responsible gambling
- You suspect illegal activity
- The operators advertising is not in line with AGCO regulations
Users should note that the AGCO may not be able to dispute your issue with a casino, although reporting illegal gambling supports regulatory oversight of Ontario's online gaming market. Offshore operators that don't have an iGaming Ontario license are a key part of illegal gambling in Ontario. While there are plenty of offshore sites accepting Canadian players, these unlicensed Ontario casinos come with risks and these risks should be understood before creating an account.
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