Burnaby Casino Contact Information - Support Procedures for Canadian Users
Description (D): Official contact information and support procedures for Burnaby Casino users in Canada. Overview of contact channels, required information, response timelines, and complaint escalation.
H1: Burnaby Contact Information and Support for Canadian Users
1. Purpose of This Page
This page sets out the official procedures for contacting Burnaby in relation to the use of the service. It is not a promotional document and does not describe products, features, or offers. Its purpose is to explain how users can communicate with the company, what information must be provided, and how submitted requests are processed.
All information on this page applies to users accessing Burnaby from Canada. Users located outside Canada may be subject to different procedures and contact routes, depending on the applicable jurisdiction.
2. Available Contact Channels
Burnaby provides support through the following channels. The appropriate channel depends on the nature of the inquiry.
2.1 Email Support
Email is the primary channel for account-related, compliance-related, and documentation-related inquiries. When submitting an email request, include the following in the message:
- The registered account username or the email address associated with the account
- A clear description of the issue or question
- Any relevant reference numbers, dates, or transaction identifiers
- Copies of supporting documents if the inquiry involves identity verification or account status
Requests submitted without sufficient identifying information may be delayed while additional clarification is requested.
2.2 Live Chat
Live chat is available for general inquiries and time-sensitive account questions. This channel is not suitable for submitting formal complaints, document uploads, or requests that require written confirmation. For matters requiring a documented record, email should be used.
2.3 Written Correspondence
For formal legal notices, regulatory correspondence, or matters requiring a physical record, written correspondence may be directed to the registered address of the company. Users should retain a copy of any written communication sent to Burnaby.
3. Types of Inquiries Handled by Support
The support team handles the following categories of requests:
- Account access and login issues
- Identity verification status and document submission
- Account closure and self-exclusion requests
- Responsible gaming inquiries
- Technical issues affecting account functionality
- General questions about terms, policies, and procedures
- Billing and transaction status inquiries
Support does not provide legal advice, tax guidance, or advice on third-party services. If an inquiry falls outside the categories listed above, the user may be directed to an alternative resource, where available.
4. Response Timelines
Burnaby aims to respond to inquiries within the following timeframes:
Channel - Typical response time
Live chat - During operating hours, responses are provided in real time
Email - Within 24 to 72 hours on business days
Written correspondence - Within 14 calendar days of receipt
Response times may be longer during periods of high inquiry volume or when additional documentation is required to process a request. If no response has been received within the stated timeframe, a follow-up may be submitted, referencing the original submission date and any confirmation number provided.
5. Information Required When Contacting the Service
To allow efficient processing of requests, accurate and complete information must be provided. Submitting incomplete or inaccurate information may result in delays or the inability to resolve the inquiry.
For all inquiries, provide the full registered name and account identifier. For account-specific matters, include the date the issue occurred and a description of the steps taken before contacting support. For document-related requests, attach files in a supported format and ensure that they are legible and unaltered.
Burnaby reserves the right to request additional verification before processing any request that involves account access, financial matters, or changes to account settings.
6. Formal Complaints Procedure
If an inquiry is not resolved to the user’s satisfaction through standard support channels, a formal complaint may be submitted. The formal complaints process at Burnaby operates as follows:
Step 1. Submit the complaint in writing via email, clearly marked as a formal complaint. Include all relevant details, references to prior correspondence, and the outcome being requested.
Step 2. The compliance team will acknowledge receipt of the formal complaint within five business days.
Step 3. A full written response will be provided within 28 calendar days. If additional time is required, the user will be notified in writing, with an explanation and a revised timeline.
Step 4. If the user remains unsatisfied after receiving the final response, the matter may be escalated to the relevant regulatory authority in the user’s province. In Ontario, the Alcohol and Gaming Commission of Ontario (AGCO) provides an iAGCO process for submitting internet-gaming complaints. Users in other provinces should consult the applicable provincial gaming authority.
7. Responsible Gaming and Self-Exclusion Contacts
Requests related to responsible gaming, including self-exclusion, account limits, and cooling-off periods, are treated as priority matters. These requests should be submitted through email or live chat and are processed separately from general support inquiries. Burnaby does not require users to provide a reason for requesting self-exclusion or account restrictions.
Users experiencing difficulties related to gambling may also contact external support organisations operating in Canada, including the Problem Gambling Helpline available in their province.
8. Language of Communication
Support for Burnaby is provided in English. If assistance is required in French or another language, this should be stated in the initial message, and available options will be communicated.
9. Accuracy of Contact Information
This page reflects current contact procedures as of the date of its last review. Burnaby reserves the right to update contact channels, response timelines, and procedures. Users are advised to refer to this page for the most current information before submitting an inquiry.