Tell us
Email [email protected].
- 2 business days to acknowledge, with a reference number
- 10 business days for a substantive written reply
- Any extension comes with an explanation and a revised date, and the total period never exceeds 30 days
Complaints
How to raise a concern
Complaints follow clear steps with specific deadlines and an option for independent regulatory review. Using the internal process does not take away your right to contact the regulator.
Last updated: 7 August 2026
Version 1.0
Start here
Who should handle your complaint?
Concerns involving accounts, participation, transactions or winnings should be submitted to our team and move through the three stages described below. The table explains the correct contact point and the two exceptions handled 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| Information on this website — wrong, misleading, out of date or inaccessible content; our marketing; how we responded to you | Us — [email protected].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
The three steps and their time limits
A business day is Monday through Friday, except for public holidays observed in British Columbia.
Internal review
If Stage 1 does not resolve your concern, request a further review within 30 days after receiving the decision.
- Carried out by someone not involved in the original decision
- 15 business days for a final written response
- The response sets out our final conclusion and explains your escalation rights
Independent escalation
If the matter remains unresolved, seek external review without needing our permission.
- Gambling matters: IGCO
- Privacy matters: OIPC — normally within one year
- Federal privacy: Privacy Commissioner of Canada
You may contact IGCO or OIPC whenever you choose, even before attempting either internal review stage. Completing an internal complaint does not remove that option or change any regulator-imposed filing deadline.
Information to provide
Providing the following details upfront helps us resolve your question with fewer follow-ups:
- Provide your name and the email linked to the account or previous correspondence.
- Describe events chronologically with relevant dates and times. For draw or purchase-deadline issues, specify Pacific Time.
- Identify the relevant web page, purchase, communication or drawing using a link, case number or draw date.
- Include any previous explanations you received and who provided them.
- 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.
Our complaint-handling process
We record the submission date and assign each complaint a reference number. A qualified reviewer handles the case, with an independent person assigned when conduct is being questioned. You receive a written decision explaining the outcome, and we document any corrective actions.
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 and personal information policy. Complaining costs nothing and never affects how you are treated afterwards.