Complaints and Procedures
If something has gone wrong, we would rather hear about it than not. This page sets out exactly how to complain, what we will do with it, how long each stage takes, and what to do if our answer does not satisfy you. Nothing here costs you anything, and using this process never affects your account or how you are treated.
Contents
1. What counts as a complaint
1.1 A complaint is any expression of dissatisfaction about the service that you want us to look into and respond to. You do not have to use the word “complaint”, and you do not have to set it out formally.
1.2 Complaints we handle through this process include, among others:
- the outcome of a game round, or a game that did not behave as its rules describe;
- a deposit or a withdrawal that was refused, delayed or processed incorrectly;
- a balance or transaction that does not look right;
- the way a promotion was applied to your account;
- a limit, cooling-off period or self-exclusion that was not applied as it should have been;
- receiving marketing you did not consent to, or after withdrawing consent;
- an account suspension, restriction or closure you disagree with;
- a verification decision;
- the conduct of a member of our staff.
1.3 A request that we do something — reset a password, change an address — is not a complaint. Support handles those directly. If a request is mishandled, that can become a complaint.
2. What to include
2.1 We can resolve a complaint faster when it arrives complete. Please include:
- The email address on your account. We use it to identify you; please do not send your password.
- What happened, in your own words.
- When it happened — the date and approximate time, with the time zone if you were not in Eastern Time.
- Which game, transaction or message is involved, with any reference number shown in your account.
- What you would like us to do. A correction, an explanation, an apology, or something else.
- Anything that supports it — a screenshot, a bank statement extract, a copy of a message.
2.2 Send documents as attachments where you can. Please do not send images of identity documents unless we have specifically asked for them through a secure channel.
2.3 If you cannot supply some of this, send the complaint anyway. We will ask for what is missing rather than reject it.
3. When you must complain by
3.1 Please raise a complaint within six months of the event, or of the date you became aware of it. Records — including server-side game records and transaction logs — are more readily available inside that period.
3.2 We will still consider a complaint made later where there is a good reason for the delay, though the evidence available to both of us may be more limited.
3.3 An external body may apply its own time limit, usually running from the date of our final response. That limit is stated in the final response we send you.
4. Stage 1 — Support
4.1 How to raise it. Write to our support team at [SUPPORT EMAIL TBD], or through the contact form in your account. Support hours are 09:00 – 01:00 ET, seven days a week.
4.2 Acknowledgement. We acknowledge your complaint within 24 hours, confirming that we have it and giving you a reference number to quote.
4.3 Response. Support aims to give a substantive answer within 7 calendar days of the acknowledgement. Most complaints are resolved at this stage, because most are the result of something that can be checked and explained.
4.4 If we need more time. We will tell you before the 7 days are up, explain why, and give you a date. We will not let a complaint go quiet.
4.5 What you will receive. A written answer explaining what we found, what we have done, and — if we are not doing what you asked — why not, together with how to escalate.
5. Stage 2 — Compliance
5.1 When to escalate. If you are not satisfied with the Stage 1 answer, or if the deadline passed without one, you can escalate. Say that you want the matter escalated and quote your reference number.
5.2 How to escalate. Write to [COMPLAINTS EMAIL TBD], or by post to the Complaints Team at MGE DIGITAL CANADA INC., 22 Adelaide Street West, Suite 3400, Toronto, Ontario, M5H 4E3, Canada.
5.3 Who reviews it. Our compliance function, which is separate from the support team that handled Stage 1. Nobody reviews their own decision at this stage.
5.4 Acknowledgement. Within 2 calendar days of receiving the escalation.
5.5 Response time. A final written response within 21 calendar days of receiving the escalation. If the matter genuinely cannot be concluded in that time — for example because a third party such as a payment provider has to respond — we will write to you before day 21, explain what is outstanding, and give a revised date. The total will not exceed 56 calendar days from the date the complaint was first raised.
5.6 Form of the response. Always in writing, and it will always state:
- a summary of your complaint as we understood it;
- what we examined, including the records we looked at;
- our conclusion, and the reasoning behind it;
- what we are doing as a result, if anything;
- that it is our final response; and
- how to take the matter further, including the time limit for doing so.
6. Stage 3 — External resolution
6.1 If you are not satisfied with our final response, you are entitled to take the matter outside the company. You do not need our agreement, and doing so does not affect your account or any right you have to go to court instead.
6.2 Independent dispute resolution
You may refer the matter to an independent dispute resolution provider. The provider considers the complaint afresh, on the basis of what both sides put to it, and reaches a decision that binds us.
The provider appointed for this service is [DISPUTE RESOLUTION PROVIDER TBD].
We do not name a dispute resolution provider we have not appointed, and we do not publish a contact address for one that has not been confirmed. Once the appointment is in place, the provider’s name, its contact details and its time limits will be published here and included in every final response.
Referral is free to you. You should refer within the time limit stated in our final response, which will not be less than six months from its date.
6.3 The provincial regulator
You may also raise the matter with the gambling regulator for the Province of Ontario, which oversees registered operators and the standards that apply to them. The regulator does not generally resolve individual financial disputes — that is what the dispute resolution provider is for — but it does act on how an operator conducts itself, and it takes account of what it is told.
Contact details for the regulator, and the route for player concerns, are published on its own website. We will include them in our final response. [REGULATORY AUTHORITY REFERENCE TBD]
6.4 Your other rights
Nothing in this procedure limits your right to take legal action. Under our Terms and Conditions, the laws of the Province of Ontario and the federal laws of Canada apply, and the courts of Ontario have jurisdiction.
7. Records and correspondence
7.1 We record every complaint: what was raised, when, what we examined, what we decided and what we did. The record is kept so that the full history is available if the matter is escalated internally, referred externally or reviewed by the regulator.
7.2 We respond in writing at every stage. Where something is discussed by telephone, we confirm the substance of it in writing afterwards, so there is no dispute later about what was said.
7.3 Keep your own copies. You are entitled to ask for a copy of the correspondence on your complaint at any time, and we will provide it.
7.4 Complaint records are retained under our retention schedule and handled in accordance with our Privacy Policy.
7.5 We report on complaints internally and to the regulator where we are required to. Reports of that kind use aggregated data and do not identify you unless the regulator requires case-level detail.
8. Accessibility and assistance
8.1 If writing a complaint is difficult for you — for any reason — tell us and we will help. We can take the details and write them up for your approval, so that the process itself is not the barrier.
8.2 You may appoint someone to act for you: a family member, a friend, a support worker or a lawyer. We will ask you to confirm the authority in writing before we discuss your account with them.
8.3 If you need our response in a different format, ask and we will provide it.
9. Privacy complaints
9.1 Complaints about how we have handled your personal information go to our Privacy Officer rather than through this route. The address is in our Privacy Policy.
9.2 If you are not satisfied with the Privacy Officer’s response, you may complain to the Office of the Privacy Commissioner of Canada — see that section of the Privacy Policy.
10. If your complaint concerns responsible gaming
10.1 Complaints that a limit, cooling-off period or self-exclusion was not applied correctly are treated as a priority and are escalated to compliance immediately, without waiting for Stage 1 to run its course.
10.2 If you received marketing during a self-exclusion, or after withdrawing consent, tell us. That should not happen, and we want to know when it does.
10.3 If you need support with gambling rather than a resolution from us, you do not need to wait for this process. ConnexOntario is independent, free and available at any hour on 1-866-531-2600. Our Responsible Gaming page lists every tool and every service available to you.
11. Where to send your complaint
| Stage | Contact | Acknowledged | Answered |
|---|---|---|---|
| 1 — Support | [SUPPORT EMAIL TBD] | within 24 hours | 7 calendar days |
| 2 — Compliance | [COMPLAINTS EMAIL TBD] | 2 calendar days | 21 calendar days (56 maximum overall) |
| 3 — Independent provider | [DISPUTE RESOLUTION PROVIDER TBD] | Set by the provider; stated in our final response | |
By post, at any stage:
Complaints TeamMGE DIGITAL CANADA INC.
22 Adelaide Street West, Suite 3400, Toronto, Ontario, M5H 4E3, Canada
Ontario Corporation Number: 2864039
Please mark correspondence “Complaint” and quote your reference number if you have one. We acknowledge posted complaints within 5 calendar days of receipt.