With the ongoing expansion of Ontario’s iGaming landscape, an increasing number of individuals are seeking assistance from organizations like ConnexOntario for gambling-related challenges. However, the financial support from the government is struggling to keep up with this surging demand, as highlighted by the Executive Director of the organization.
ConnexOntario serves as the initial touchpoint for individuals grappling with issues linked to mental health, addiction, and problem gambling. This nonprofit organization offers confidential one-on-one consultations alongside access to a network of over 5,320 support services.
Increasing Need for Support
Following the introduction of private operators into Ontario’s iGaming sector, ConnexOntario has recorded a “notable” rise in contacts regarding online gambling compared to traditional gambling methods, according to Nerin Kaur.
“The rise of online gambling has rendered this form of entertainment more accessible than ever,” she explained. “People can engage in gambling from virtually anywhere, anytime. The combination of heightened advertising and the normalization of gambling in society is resulting in more individuals seeking help.”
As reported by iGaming Ontario (iGO), there are currently 47 licensed operators and 81 gaming websites operating within the province. Ontario’s regulated iGaming market was launched in April 2022.
Transformational Impact of Online Gambling
In May, Ontario reported 1.257 million active player accounts, with an average revenue of $329 per account. In contrast, just 277,000 active player accounts were recorded in the month following the market’s launch in 2022.
Kaur noted that in the 2025-26 year, approximately 155,000 individuals accessed services through the ConnexOntario website, call center, and other data services. This total includes not only those seeking assistance but also family members, friends, service providers, researchers, and students, encapsulating all forms of communication, including issues related to problem gambling.
In 2025-26, 32% of live agent interactions were associated with problem gambling, a significant increase from 15% in 2021-22.
The most substantial surge in inquiries about problem gambling is occurring among young males aged 15-24, according to data from ConnexOntario.
Young Men at Greater Risk
“Many callers share experiences of chasing losses, gambling for extended periods, concealing their gambling habits from family members, and dealing with financial anxiety. Some initially view gambling as a means to earn money but find themselves in a more challenging situation,” Kaur detailed.
“We’ve also observed that numerous individuals fail to recognize when gambling transitions from a form of entertainment to a harmful activity or are unaware of the warning signs.”
In the 2019-20 period, their service interactions numbered just over 92,780. The complexity of these inquiries is also increasing, necessitating more extended support from staff during calls.
Rising Complexity in Calls
ConnexOntario’s specialized staff provides empathetic listening, assists individuals in understanding their circumstances, and educates them about the interplay between mental health, substance use, and problem gambling. They then connect individuals with personalized programs and services, complete electronic referrals when needed, and follow up to monitor progress.
“Gambling might be just one facet of their challenges, often intertwined with other issues like anxiety, depression, financial loss, or uncertainty about the future,” said Kaur. “Individuals frequently inquire about how to communicate with their families, where to begin, or what support options are available.”
Some individuals reach out because they’re beginning to question whether their gambling habits are worrying and simply wish to talk it over. Others are aware of changes but feel uncertain about their next steps.
Funding Struggles to Meet Demand
Unfortunately, some may have already experienced significant emotional and financial repercussions.
Kaur emphasized that government funding has not kept up with the growing number of people seeking assistance. ConnexOntario relies solely on funding from the Ministry of Health, having received a 5% increase for 2023-24 and a 4% increase for 2025-26, bringing the total funding to $4.18 million. This amount falls significantly short of meeting current demand.
“Increased investment would enable us to maintain timely support access as demand continues to escalate and evolve,” she said.
Individuals do not need to be in crisis to ask for help, she mentioned. It’s often more beneficial to reach out at early stages, when they first start to question their gambling behavior, to better comprehend their situation.
“Our priorities include enhancing our capacity to respond to the rising demand while ensuring timely access, providing ongoing support for individuals who would benefit from follow-up, and adapting our navigation model to align with the shifting needs of Ontarians,” Kaur concluded.