Complaints

File a complaint about an Ontario online casino

For problems with a site in Ontario's regulated market that its own complaints team has not fixed. We check your file, send it to the operator, publish the reply and show you how to escalate.

Good to know

If you have not yet, use the casino's own formal complaints process too and keep the reference number; you can add it under "More details". The AGCO says operators can take up to 90 days to decide.
Problems with self-exclusion or responsible gambling can go straight to the AGCO. We still accept them, but we never publish them.
For a binding route, use iGaming Ontario's dispute escalation or the AGCO. Read the step-by-step guide.

Our role

Please note that we are an independent third-party casino review and information platform and are not directly affiliated with the casino operator in question.

While we can forward your complaint to the relevant casino operator for their review and consideration, we do not have access to player accounts, personal account information, transaction histories, or the operator's internal systems.

Our role is strictly limited to facilitating communication between players and casino operators. We have no authority to investigate complaints independently, make decisions on behalf of the operator, or influence the outcome of any dispute.

All complaints, investigations, and final resolutions remain the sole responsibility of the casino operator. Although we will make reasonable efforts to relay your concerns, we cannot guarantee a response, resolution, or specific outcome.

Casino

Complaint title

What happened

Step by step, with dates if you can. This text is published if we accept the file (with your display name only), so stick to facts and leave out personal details, account numbers and staff names.

Attach files (optional)

Screenshots, emails, chat transcripts. Up to 5 files, 5 MB each (JPG, PNG, WebP, PDF). Private: seen by OCL and the casino, never published.

Display name

Shown with the complaint. A first name or nickname.

Never published. We email you a private link to follow the file.

More details (optional, but they speed things up)

What is it about?

When did the problem start?

Amount in dispute (CAD)

What outcome do you want?

Complaint number from the casino

If you have already used the casino's own complaints process. Private: shared with the casino only.

Your username or player ID at the casino

Private: helps the casino find your account. Never a password.

I am 19 or older, I played on this site while in Ontario, and what I wrote is true to the best of my knowledge. I allow OCL to share my complaint, my casino username and my files with the casino so it can look into it. I agree to the complaint guidelines and the privacy notice.

We email you a confirmation link. Nothing is published or sent to the casino until a person at OCL has read it.

Trusted Ontario casino information

Considering Captain Cooks Casino?

Check the details above first, then open the operator's own site. 19+. Play responsibly.

Visit site to Captain Cooks Casino (sponsored link, opens in a new tab)How we review

Sponsored link. Every casino reviewed here is a commercial partner, and we may earn a commission from links. Ratings are editorial and independent.