Submit a complaint
Email address [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
Feedback & complaints
When you need to raise a concern
The complaints procedure sets response deadlines for each step and provides for referral to an independent regulator. Starting here has no effect on your right to contact the regulator directly.
Last updated: 7 August 2026
Version 1.0
Start here
Start by identifying what your complaint concerns
Every complaint about your account, your play, a payment or a prize goes to that same place — us — and follows that same three stages below. This table is only about getting it to the right inbox first, and about the two matters that go elsewhere.
| Your complaint is about… | Where it goes |
|---|---|
| Information on this website — wrong, misleading, out of date or inaccessible content; our marketing; how we responded to you | Us — [email protected]. Process below. |
| Personal information — 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, a play, a draw result, a prize or a claim | Us — [email protected]. Process below. |
| Self-exclusion — enrolling, enforcement or a breach of a Game Break | The Game Break team — [email protected], so 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 steps with set response times
Here, business days are weekdays other than statutory holidays within British Columbia.
Review within our team
Not satisfied with the Stage 1 answer? Ask for a review within 30 days of 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
Referral to an independent body
Still unresolved? Take it outside. You do not need our agreement.
- 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.
Information to provide
The more of this you give us at the start, the less back-and-forth there is:
- Your name and the email address associated with any account or earlier contact.
- What happened, in order, with dates and times — and Pacific Time if it involves a draw or a cut-off.
- The page, transaction, message or draw concerned. A URL, a reference number or a draw date.
- What you have already been told, and by whom.
- What outcome you are looking for.
- Screenshots or documents, if you have them.
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 your complaint is reviewed
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 retain 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 information. Complaining costs nothing and never affects how you are treated afterwards.