Tell us
Email [email protected].
- 2 business days to acknowledge, with a reference number
- 10 business days for a substantive written reply
- If we need longer we tell you why and when — never more than 30 days in total
Start here
Where should you direct your complaint?
Complaints involving accounts, entries, payments or prizes are handled through the three-stage process below. Use this table to identify the correct initial contact, including matters referred elsewhere.
| Your complaint is about… | Where it goes |
|---|---|
| Information on this site — wrong, misleading, out of date or inaccessible content; our marketing; how we responded to you | Us — [email protected]. Process below. |
| Personal data — access, correction, consent, a data breach, unwanted marketing | Our Privacy Officer — [email protected], then the OIPC. See stage 3. |
| A player account, a deposit or withdrawal, an entry, a draw result, a winning award or a prize claim | Us — [email protected]. Process below. |
| Self-exclusion — enrolling, enforcement or a breach of a Game Break | The Game Break team — [email protected], to ensure that it reaches the register directly. |
| The conduct of gambling in B.C. generally, or a suspected breach of the Gaming Control Act (B.C.) | Independent Gambling Control Office (IGCO) — igcobc.ca. You can go straight there. |
The process
Three complaint stages and their timeframes
For this procedure, business days are Monday through Friday, excluding B.C. statutory holidays.
Internal review
Not satisfied with the Stage 1 answer? Ask for a review no later than 30 days after receiving it.
- Carried out by someone not involved in the original decision
- 15 business days for a final written response
- It states our final position and your right to escalate
Independent escalation
If the issue remains unresolved, you can escalate independently without our permission.
- Gambling matters: IGCO
- Privacy matters: OIPC — normally within one year
- Federal privacy: Privacy Commissioner of Canada
You can go to the IGCO or the OIPC at any point — including immediately, without using stages 1 and 2. Using our process first does not waive that right and does not extend any deadline the regulator applies.
What to include
Providing the following details upfront can help reduce follow-up questions:
- Your full name and the email linked to your account or previous correspondence.
- A timeline of events, with dates and times in Pacific Time when a draw or entry deadline is involved.
- Identify the relevant webpage, transaction, communication or draw, and provide a link, reference or draw date when possible.
- Any responses you have received and the person or team who provided them.
- The resolution you would like us to provide.
- Any relevant screenshots or supporting documents.
Do not send passwords, full card numbers, CVV codes or full images of identification by email. We will never ask for them, and anyone who does is not us.
How we handle it
Every complaint is logged with a reference number and a date. It is reviewed by someone competent to deal with it, and if it concerns a specific person's conduct, not by that person. We tell you the outcome in writing with reasons, and we record what we changed as a result.
We keep complaint records for 3 years after closure, and for 7 years where the matter went to a regulator — see the retention table in our Privacy Policy. Complaining costs nothing and never affects how you are treated afterwards.