How to file a complaint with the AGCO

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ByLucas Portela
Published:
Quick Answer

First follow the gaming site's formal complaints process and get a complaint number. Then submit your complaint online through the AGCO's iAGCO portal with the site name, your player ID and that number. No account is needed.

An AGCO complaint is a report to the Alcohol and Gaming Commission of Ontario (AGCO), which regulates Ontario’s online gaming sites. You can file it online, but the AGCO reviews whether rules were broken and does not decide payment disputes, so the order of the steps matters.

What the AGCO can and cannot resolve

The AGCO does not settle disagreements about gambling transactions, so most issues are resolved by the operator’s customer service team. Whether you won and how much you were paid, bonus offers, game or site terms, ID verification, account closure, voided bets and technical problems are all matters best handled directly with your gaming site. If the operator will not fix a payout, keep escalating through its formal process, keep your reference number and evidence, and consider independent legal advice for a large amount.

Where the AGCO can act is on possible rule breaches, such as responsible gambling failures, suspected illegal activity and advertising problems. It can review whether the operator broke the rules and take regulatory action, such as penalties, but it will not order a payout.

How to file an AGCO complaint

  1. Follow the operator’s formal complaints process and note the complaint reference number.
  2. Wait for the operator to respond, and check your spam folder.
  3. Open the iAGCO service and select Submit a complaint, which does not require an account.
  4. Choose the option for a dispute with a specific igaming site.
  5. Enter the site name, your player ID and the reference number, then describe what happened.

After you submit, the AGCO acknowledges your complaint and does an initial review. It may suggest you take the matter to the site directly, escalate it for a compliance review, or close it if no rules were broken.

❓ Frequently Asked Questions

Do I need an iAGCO account?

No. You can submit a complaint without creating an account, so the process takes only a few minutes. Have the site name, your player ID and the complaint reference number ready before you start.

What if I have not heard back from the operator?

If the operator has had enough time to respond under its service standards and you have checked your spam folder, you can submit your complaint to the AGCO and explain that you are still waiting. A late reply does not stop you from filing.

Do I have to contact the operator first for every issue?

Not always. For topics such as responsible gambling, suspected illegal activity or advertising, you can file directly by entering zero in the complaint reference number field. Rule breaches can go straight to the AGCO.