Gambling helpConnexOntario, Responsible Gambling Council, Canadian National Problem Gambling Registry
Free confidential help in Ontario
Gambling problems are not something a casino desk should handle alone. ConnexOntario, the Responsible Gambling Council and the Canadian National Problem Gambling Registry all work independently of us and take no stake in your play.
ConnexOntario. A confidential line in Ontario for anyone worried about their own play or someone else's.
Responsible Gambling Council. Offers neutral information and prevention programmes for players and families across the country.
Canadian National Problem Gambling Registry. Runs a national register for people who want to stay away from gambling sites entirely.
Nothing is left dangling when a first answer misses the mark. Complaints follow a written path.
Your case gets a number
Describe the issue to support in chat or by e-mail, with the date, amount and reference you already hold. A case number comes back to you in writing.
A written outcome to keep
Support reviews the case against your account history and replies, usually within 12 hours. Ask them to confirm the outcome in writing before you move on.
Say what you expect to happen
If the reply settles nothing, ask that the case go to a senior agent at [email protected] and say clearly what outcome you expect from them.
Can I go to the regulator?
Still unresolved after that internal step, you may take the matter to the Alcohol and Gaming Commission of Ontario, with your case number ready.
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Before you write, read this
Six things players in Canada ask most, answered without the runaround.
trustWhat if my account is still checking my ID?+
Depending on your queue, identity checks usually finish within 44 hours of your documents arriving. A government-issued photo ID, proof of address and payment method confirmation cover it in one pass. Upload all three together and nothing gets sent back for a second look.
trustCan I get a copy of my personal data?+
You can ask for a copy of everything we hold on you, or its deletion, by writing to [email protected] from your registered address. Requests are handled under Canadian privacy law and some records must be kept for regulatory reasons. We will tell you which parts stay and why.
trustHow long until someone picks up my chat?+
Expect the first reply on chat within four minutes, on the phone within three, and by e-mail within twelve hours. Never share your password with anyone, including us. Your registered e-mail address plus your account number or date of birth is enough for us to find you.
trustWhat if I would rather talk in French?+
If English is not your first language, ask for French and we will answer you in it. Support works in English and French around the clock, including on holidays. Queues may run longer late at night in French, but you will not be passed to a third language.
trustWhen does my account actually get closed?+
When you want the account shut, ask support on chat, by phone or by e-mail and state the reason: your own choice or a gambling problem. Closure is free and immediate once confirmed, and any balance is paid to your verified method. Self-exclusion can also be set for a fixed period instead.
trustHow long do I wait before escalating my complaint?+
If the reply leaves you short, escalate to [email protected] with the chat transcript or your reference number. A senior handler reviews the case and answers within a few days. Still unhappy after that, you can take it to the Alcohol and Gaming Commission of Ontario.
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