This page sets out the official contact procedures for Prince George Casino. It explains how players in Canada can reach the support team, what information to provide when submitting a request, expected response timelines, and the scope of matters handled through each available channel.
1. Purpose of This Page
This document is the primary reference for contact and support-related procedures at Prince George Casino. It does not describe products, promotions, or account features. Its purpose is to outline the correct process for reaching the support team and the standards that apply to those interactions.
2. Who Can Contact Support
Support services are available to:
- Registered account holders with an active account in good standing
- Individuals who have submitted a registration application that is pending review
- Former account holders with queries relating to closed accounts, provided the account was closed within the preceding 24 months
- Any individual with a question about the terms, policies, or procedures published on this site
Players must be of legal gambling age in their province or territory of residence in Canada. Requests submitted by individuals who do not meet eligibility requirements will not be processed.
3. Available Contact Channels
Prince George Casino provides support through the following channels. The appropriate channel depends on the nature and urgency of the request.
3.1 Live Chat
Live chat is available for time-sensitive matters, including account access issues, verification status queries, and technical difficulties during an active session. To initiate a chat, the player must be logged into their account. Anonymous chat sessions are not supported for account-specific matters.
3.2 Email Support
Email is the appropriate channel for non-urgent matters, formal complaints, documentation submissions, and requests that require a written record. Players should use the email address registered to their account when making contact. Requests sent from unregistered addresses may require additional identity verification before a response is issued.
3.3 Support Ticket System
For matters that require escalation or involve multiple departments, players may submit a support ticket through the account dashboard. Tickets are assigned a reference number upon submission. This reference number should be retained for follow-up correspondence.
4. Information to Include in a Request
To reduce delays, contact submissions should include the following, where applicable:
- Full name as registered on the account
- Registered email address
- Account username or account reference number
- A clear description of the issue or question
- Any relevant dates, transaction references, or error messages
- Copies of supporting documents if the matter involves identity verification or a disputed transaction
Incomplete submissions may result in a delayed response or a request for clarification before the matter can be progressed.
5. Response Timelines
Prince George Casino aims to respond to contact submissions within the following timeframes:
| Channel | Standard response time |
|---|---|
| Live chat | Real-time during operating hours |
| Within 24 to 48 hours on business days | |
| Support ticket | Within 48 to 72 hours on business days |
Response times may be extended during periods of high volume or where a matter requires review by a specialist team. Players will be notified if a delay is anticipated.
6. Matters Outside Support Scope
The support team handles account-level and procedural matters. The following are outside the scope of standard support and will be redirected or declined:
- Requests to override regulatory decisions or licence conditions
- Requests to waive responsible gambling restrictions that have been self-applied
- Legal correspondence, which must be directed to the legal department in writing
- Media or press enquiries, which must be directed to the communications team
7. Formal Complaints
If a player is not satisfied with the outcome of a support interaction, a formal complaint may be submitted in writing. The complaint must include the original support reference number, a description of the unresolved issue, and the outcome the player is seeking.
Prince George Casino will acknowledge receipt of a formal complaint within five business days and will provide a substantive response within 28 calendar days. If the matter cannot be resolved internally, the player may refer the complaint to the relevant provincial regulatory authority in Canada.
8. Responsible Gambling Support
Players who require assistance related to responsible gambling, including self-exclusion, deposit limits, or account restrictions, should contact support directly and identify the nature of the request at the outset. These matters are handled separately from standard support queries and are subject to specific internal procedures.
Players in Canada seeking independent support may also contact provincial problem gambling helplines. Prince George Casino does not manage or operate these external services.
9. Data Handling in Support Interactions
Information provided during a support interaction is processed in accordance with the Privacy Policy published on this site. Support communications may be retained for a period consistent with applicable Canadian data retention requirements. Players may request information about how their data is handled by submitting a written request through the email channel.
10. Contact Hours
Support availability is published within the account dashboard and is subject to change. Players are advised to check current operating hours before making contact. Submissions received outside operating hours will be queued and addressed on the next available business day.