The Customer Care and Player Dispute Resolution (CCDR) Program allows players the opportunity to seek assistance if they are not provided with the service, answers or help they seek.
We strive to provide our players top-notch care and hope that no one ever needs to seek out additional help.
Service Levels:
We have expectations surrounding the length of time players must wait to speak with our agents. To ensure you wait no longer than necessary, we have implemented wait times for both chat and phone. Our service level goals are:
- Email: 4-hour first reply and 4-hour reply thereafter, unless otherwise specified.
- Chat: 10 minute or less expectation for first contact. Continued assistance until player is confident with the response. If required, response via email to the player after resolution of issue. This will only be utilized if the agent does not have the capability to assist the customer during their chat.
- Phone: 10 minute or less expectation for first contact. Continued assistance until player is confident with the response. If required, response via email to the player after resolution of issue. This will only be utilized if the agent does not have the capability to assist the customer during their chat.
Dispute Process:
We strive to become the best iGaming platform for Customer Support. With that in mind, and with the understanding that sometimes we need additional help to come to an agreement, we will be following the Customer Care and Player Dispute Resolution Process.
iGaming Ontario has pages designed to assist you with any dispute process in which (a) you are not satisfied with the outcome of the dispute or (b) the dispute is taking much longer than expected. Please follow these guidelines when submitting a dispute.
- Contact us with your dispute. Please be clear and explain, in detail, the issue or problem you are experiencing. The more detail you can provide, the better we will be able to assist you.
- If there are any tickets (email threads) which have details we will need to review please include those ticket numbers.
- Provide your preferred contact method.
- Our support department will review the information and make a determination, based on the information you have provided to us and information we've obtained by the following:
- Previous conversations with us.
- Details within your account (bets placed, deposits, withdrawals, etc.)
- Other pertinent details which will be provided to you
- The dispute will be forwarded to the Manager of Customer Service Operations for review and a final decision based on all data collected. The manager may wish to contact you for further information, or to obtain a better understanding of the issue.
- The dispute will be finalized, and all information will be provided to you. This will ensure that we have not missed any details and may be used during any resolution claim with iGaming Ontario.
- If you are not happy with the resolution provided, please click the link below to contact iGaming Ontario to file a dispute.
- When submitting a claim to iGaming Ontario, supply the ticket number of your contact with us, or ask us to supply you with the ticket number.
If you still feel that you are not satisfied with the resolution provided to you, feel free to contact iGaming Ontario to file a dispute resolution claim.
If you or someone you know has a gambling problem, call ConnexOntario 24 hours a day, 7 days a week or at 1-866-531-2600. Text us to 247247 or chat with us at https://www.connexontario.ca