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iGaming disputes and complaints

Making a complaint to AGLC won’t resolve your dispute with an iGaming site. AGLC cannot get your money back or make a gaming site give you your money back.

Concerns with account sign-ups and deactivations or deposit and withdrawal issues should all be directed to the individual operator or your financial institution.

Steps to resolve a dispute with an iGaming site

The best way to solve a dispute is directly with the gaming site. There are three steps you can follow to complain directly to the iGaming operator.

  1. Check the terms and conditions of the site
    Make sure you understand the terms and conditions that are linked to your account or your gambling transaction before contacting the site.
  2. Follow the complaints process outlined on the site
    Contact the gaming site through their formal complaints process and register your dispute or concern.
  3. Wait for a decision
    This can take up to 90 days. Regulated sites should outline their process online, including the estimated time for a decision. If you are unhappy with the outcome, consider seeking independent legal advice about your dispute.

When to register a complaint with AGLC

You can contact AGLC if you feel a regulated gaming site is not following rules outlined in AGLC policy, legislation and regulation. Our complaints process may not resolve your specific dispute, but if the gaming site has broken the rules, AGLC has tools to issue warnings, suspensions or monetary penalties to the operator.

You should make a complaint to AGLC if:

  • You think a regulated gaming site has broken the rules.
  • You've tried resolving your dispute directly with the gaming site and waited up to 90 days for a formal decision but have not reached a resolution.
  • Your complaint is about responsible gaming, possible illegal activity or advertising and it may not be right to contact the gaming site first.

AGLC does not have oversight of the frequency or volume of advertising and marketing in Alberta. These types of concerns should be directed to the Canadian Radio-television and Telecommunications Commission (CRTC) or the Advertising Standards Canada.

AGLC Complaints Process

To help us review your complaint please provide as much detail as possible, including:

  • The name of the regulated iGaming site
  • Your player ID on the site
  • The complaint reference # issued to you by the site.

What to expect if you make a complaint

Stage

What happens

How long does it take

Possible outcomes

Initial reviewAGLC reviews your complaint to decide if we can help. We'll acknowledge your complaint and provide a response.About 3 business days

This may result in:

  • Asking you for more information
  • Suggest you contact the iGaming site directly
  • Let you know the rules have not been broken and close the complaint
  • Refer you to another regulatory body
  • Escalate the complaint for initial compliance review
Compliance ReviewAGLC's compliance team reviews the complaint to determine if the rules have been brokenUp to 5 weeks

This may result in:

  • Asking you for more information
  • Let you know the rules have not been broken and close the complaint
Complex compliance reviewAGLC's compliance team performs a thorough review of compliance. This may include asking for more information and evidence from the gaming site.3-6 months and sometimes more

This may result in:

  • Letting you know about the results of our review, but we can't share confidential details
  • Issue penalties to the gaming site if we found that rules have been broken (issuing a penalty won't resolve your dispute on the gaming site)
  • Close your complaint if no rules have been broken

Make a complaint to AGLC

If you are ready to make a complaint to AGLC, please complete the form below:

Register a complaint with AGLC iGaming Compliance