This page sets out official guidance on how to contact Calgary regarding account matters, service inquiries, and support requests. The available communication channels, expected response times, and submission procedures are outlined below. Users are encouraged to review this document before submitting a request to help ensure that the inquiry is directed correctly and processed without unnecessary delay.
1. Purpose of This Page
This contact page is the primary reference for users who need to communicate with Calgary on matters related to:
- Account access
- Identity verification
- Responsible gaming
- General service and policy questions
It is not a promotional page and does not describe products, games, or offers.
All requests submitted through the channels listed in this document are handled by the Calgary support team in accordance with applicable service standards and Canadian regulatory requirements.
2. Available Contact Channels
Calgary provides the following methods for users to submit inquiries or reports.
2.1 Email Support
Users may submit written inquiries by email. Email is the recommended channel for matters that require documentation, such as:
- Account disputes
- Verification issues
- Formal complaints
When submitting an email request, users should include:
- Registered account identifier
- Clear description of the issue
- Relevant reference numbers, transaction identifiers, and dates (if applicable)
Email inquiries are typically addressed within two to five business days, depending on the nature and complexity of the request. Requests submitted without sufficient identifying information may be delayed or returned for clarification.
2.2 Live Chat
Live chat support is available for general inquiries and time-sensitive account matters. This channel is intended for issues that can normally be resolved within a single session. Users should have their account credentials available before initiating a chat session.
Live chat is not the appropriate channel for:
- Formal complaints
- Legal correspondence
- Requests that require document submission
Such matters should be directed to email or to the formal complaints procedure described in Section 4.
2.3 Postal and Registered Address
For formal legal correspondence, regulatory submissions, or written notices, users may contact Calgary at its registered postal address. Postal inquiries should clearly state:
- The nature of the correspondence
- The sender’s full name and contact details
- Any relevant account identifiers or reference numbers
The company does not accept responsibility for correspondence that is misdirected, incomplete, or submitted without adequate identification.
3. Scope of Support
The Calgary support team handles the following categories of inquiry:
- Account access and login issues
- Identity verification and document submission
- Account closure or self-exclusion requests
- Responsible gaming referrals and limit adjustments
- Technical issues affecting account functionality
- Billing and transaction queries related to account records
- General questions about terms, policies, or procedures
The support team does not provide:
- Legal advice
- Financial advice
- Guidance on matters outside the scope of the Calgary service agreement
Users seeking independent advice on gambling-related concerns are encouraged to contact a recognized support organization in their province.
4. Formal Complaints Procedure
Users who are not satisfied with the outcome of a standard support interaction may submit a formal complaint. The formal complaints process at Calgary operates as follows.
Step 1. The user submits a written complaint by email, clearly identifying:
- The issue
- The date or period when it occurred
- The support reference number, if available
- The resolution being requested
Step 2. Calgary acknowledges receipt of the complaint within two business days and assigns a case reference number.
Step 3. The complaint is reviewed by a designated team member who was not involved in the original interaction. A written response is issued within ten business days of acknowledgement.
Step 4. If the user remains unsatisfied after receiving the formal response, the matter may be escalated to the applicable provincial regulatory authority. In Ontario, this is the Alcohol and Gaming Commission of Ontario. Users in other provinces should contact the relevant provincial body responsible for gaming oversight.
Calgary does not charge any fee for submitting a formal complaint. Users are not required to use a third-party representative to submit a complaint, though they may choose to do so.
5. Regulatory Contacts in Canada
Canadian users who wish to contact a regulatory authority directly may refer to the following bodies, depending on their province or territory of residence:
- Ontario - Alcohol and Gaming Commission of Ontario (AGCO)
- British Columbia - Gaming Policy and Enforcement Branch (GPEB)
- Alberta - Alberta Gaming, Liquor and Cannabis (AGLC)
- Quebec - Loto-Quebec / Regie des alcools, des courses et des jeux
- Other provinces and territories - Applicable provincial or territorial gaming authority
Calgary does not represent or act on behalf of any regulatory authority. Contact details for each body are available on their official government or agency websites.
6. Responsible Gaming Referrals
Users who wish to discuss responsible gaming options, including:
- Deposit limits
- Session limits
- Cooling-off periods
- Self-exclusion
should contact Calgary through the support channels listed in Section 2. Responsible gaming requests are treated as priority matters and processed separately from general support queues.
Users in Canada seeking external support may contact the Problem Gambling Helpline, which operates nationally and provides confidential assistance. Calgary does not manage or operate this service but encourages users to access it if needed.
7. Data Handling for Contact Submissions
Information submitted through Calgary contact channels is processed in accordance with the Calgary Privacy Policy. Personal data provided in support requests is used solely for the purpose of:
- Identifying the user
- Processing and resolving the inquiry
- Complying with applicable legal and regulatory obligations
Data is retained in accordance with applicable Canadian privacy legislation, including the Personal Information Protection and Electronic Documents Act (PIPEDA), where applicable.
Users have the right to request access to personal data held in connection with their support history. Such requests should be submitted in writing to the designated privacy contact at Calgary, using the channels specified in the Privacy Policy.
8. Language of Communication
Calgary provides support in English. Users who submit inquiries in other languages should be aware that responses will be issued in English.
The availability of support in languages other than English is not guaranteed. Reasonable efforts may be made where resources permit, but the default language of communication is English.
9. Hours of Operation
Support availability varies by channel:
- Live chat operates during defined hours that are displayed within the user account interface.
- Email support is monitored during standard business hours, Monday through Friday, excluding Canadian public holidays.
- Formal complaints and regulatory correspondence are processed during business hours only.
Immediate responses outside stated operating hours are not guaranteed. Urgent account security matters, such as suspected unauthorized access, should be clearly flagged in the subject line of any email submission to assist with prioritization.