We are sorry that your online gaming experience has not been to your expectation. Your gaming experience is important to us, and we want you to be entirely satisfied with the service you receive from us. We aim to provide the best service to you at all times. However, should we fail to meet your expectations in some way, we want the opportunity to address your concerns as quickly as we can.

What happens at Step 1 of the Complaint Procedure?

If at any time you would like to register a complaint, you could submit your complaint via the methods outlined above. Our trained and experienced staff will be happy to help and address your concerns. Please allow 72 hours for us to respond to your complaint.

We always seek to resolve any complaints we receive and we hope that you will not then need to progress beyond this first step. It is expected that this process will bring the matter to a mutually agreeable solution, but if you remain unhappy then you can progress to the final stage of the Procedure. Please note that your query will only be reviewed if you have already completed the first stage of the Procedure. In the event that you have not done so already, your query will be passed to our Customer Support Team for consideration.

What happens at Step 2 of the Complaint Procedure?

We strive to settle complaints internally, but there may be instances when we cannot reach an agreeable solution. If you are still not satisfied, you have the right to refer your complaint further to iGO. We will fully co-operate and support any investigations they may undertake. Please note that in order to escalate your complaint to iGO you must have first completed the first stage of our Procedure. Please ensure that your email includes i) your first and last name; ii) a detailed description of your complaint; and iii) any response you received from the Customer Support Team in Step 1.

iGO can be contacted at:

Website: www.igamingontario.ca  

Email: igaming@igamingontario.ca

or

Phone: Greater Toronto Area: 416 326-8283

Toll-free: +1 833 55-iGame/+1 833 554-4263 (in Canada & US only)

What complaints are excluded?

We regret to inform you that any complaint pertaining to the following matters is not subject to this Procedure:

• Interpretation of, or the requirements and prohibitions of, the Canada Criminal Code or the Gaming Control Legislation; and
• Complaints relating to the interpretation or application of applicable law or the actions or inactions of any governmental authority.

Any such dispute can only be pursued in a provincial or federal court of competent jurisdiction in the Province of Ontario and such court shall have exclusive jurisdiction over such dispute.