We're truly sorry to hear that your experience hasn't met your expectations. Your satisfaction matters to us, and we genuinely appreciate the chance to make things right. Every piece of feedback helps us improve, and we want to make this as easy as possible for you. Here's how to file a complaint and get in touch with our team.

Step 1: Submitting a Complaint

If you would like to register a complaint, please submit it using the methods outlined below. Our trained and experienced staff are ready to assist you. Please allow up to 72 hours for a response.

We aim to resolve any complaints at this stage, and hope this process leads to a mutually agreeable solution. If you remain unsatisfied, you may proceed to the final step of the Complaint Procedure. 

**Please note: Your query will only be reviewed at the next stage if you have already completed this initial process. If not, your query will be referred to our Customer Support Team for review.

Step 2: Escalating Your Complaint

While we strive to resolve all complaints internally, sometimes an agreeable solution cannot be reached. If you are still not satisfied, you can escalate your complaint to iGaming Ontario (iGO). We fully cooperate with any investigation by iGO. Before you escalate, ensure you’ve already completed Step 1.

When contacting iGO, please include:

• Your first and last name.
• A detailed description of your complaint.
• Any response you received from our Customer Support Team in Step 1.

You can contact iGO via:
Website: www.igamingontario.ca
Email: igaming@igamingontario.ca
Phone: Greater Toronto Area: 416 326-8283
Toll-free (Canada & US): +1 833 55-iGame / +1 833 554-4263

Complaints Not Covered by This Procedure

Please note, the following complaint types are excluded from this Procedure:

• Issues related to the interpretation or requirements of the Canada Criminal Code or Gaming Control Legislation
• Complaints concerning the interpretation or application of applicable law, or the actions or inactions of any governmental authority

Such disputes must be addressed in a provincial or federal court of competent jurisdiction in the Province of Ontario, which will have exclusive jurisdiction.

Thank you for giving us the chance to improve your experience!