1. Overview
This document sets out official contact information and communication procedures for Boomtown Casino. It is intended for registered players, prospective account holders, and any individual or organization seeking to communicate with Boomtown Casino regarding account matters, technical issues, regulatory concerns, responsible gambling support, or general inquiries.
All contact requests submitted through the channels listed in this document are handled in accordance with applicable Canadian privacy legislation and the platform’s internal data handling procedures. Users are advised to select the appropriate channel for the specific inquiry to support timely and accurate handling.
2. Available Contact Channels
Boomtown Casino provides several contact channels to accommodate different types of inquiries. The appropriate channel depends on the nature and urgency of the matter.
2.1 Live Chat
Live chat support is available to registered account holders through the Boomtown Casino website. This channel is intended for real-time assistance with account access, technical issues, and other time-sensitive matters. Live chat is accessible only to users who are logged in to a verified account.
2.2 Email Support
Email inquiries may be submitted for non-urgent matters, including account documentation, verification status, policy clarification, and general questions. Boomtown Casino aims to respond to email inquiries within one business day of receipt. Responses are sent exclusively to the email address registered to the player’s account.
If an inquiry is submitted from an unregistered email address, Boomtown Casino reserves the right to redirect the user to live chat or telephone support before disclosing any account-related information.
2.3 Telephone Support
Telephone support is available for users who require direct verbal communication with a support representative. This channel is appropriate for account security concerns, identity verification matters, and escalated complaints.
Specific hours of telephone availability are published on the Boomtown Casino website and may be subject to change. Users are advised to confirm current hours of operation before calling.
3. Inquiry Categories and Routing
To support efficient handling, users should direct their inquiries to the appropriate category. Submitting an inquiry through an unsuitable channel or without sufficient identifying information may result in delays.
Category - Recommended channel
Account access and login issues - Live chat or telephone
Identity verification and documentation - Email or telephone
Technical errors during sessions - Live chat
Responsible gambling and self-exclusion - Telephone or email
Formal complaints and dispute escalation - Email (written record required)
Privacy and data requests - Email (written record required)
Media and corporate inquiries - Email (designated address)
4. Responsible Gambling Contact
Players in Canada who require assistance related to problem gambling, self-exclusion, or responsible gaming support may contact Boomtown Casino through the channels listed in this document.
In addition, the following independent support organizations operate in Canada and provide confidential assistance:
- Gamblers Anonymous Canada: email [email protected] or telephone 1-855-222-5542
- Centre for Addiction and Mental Health (CAMH): telephone 1-800-463-2338
- GameSense support line: telephone 1-833-447-7523
- ConnexOntario referral services: telephone 1-866-531-2600
Provincial helplines are also available:
- British Columbia: 1-888-795-6111
- Quebec: 1-800-461-0140
- Saskatchewan: 1-800-306-6789
Boomtown Casino does not operate or administer these external services. Contact details for third-party organizations are provided for informational purposes only and are subject to change without notice. Users are advised to verify current contact details directly with the relevant organization.
5. Formal Complaints and Regulatory Escalation
Users who wish to submit a formal complaint regarding Boomtown Casino services, account decisions, or conduct must first contact Boomtown Casino directly through the email channel. A written record of the complaint is required for processing.
Boomtown Casino will acknowledge receipt of a formal complaint and provide a response within the timeframe specified in its complaints handling procedure.
If a complaint is not resolved to the user’s satisfaction through the internal process, the matter may be escalated to the relevant regulatory authority.
In Ontario, the Alcohol and Gaming Commission of Ontario (AGCO) handles regulatory complaints related to licensed online casino and betting operators. The AGCO may be contacted at:
Alcohol and Gaming Commission of Ontario
90 Sheppard Avenue East, Suite 200
Toronto, Ontario
M2N 0A4
Telephone: 1-416-326-8700
Toll-free within Ontario: 1-800-522-2876
Users outside Ontario should contact the regulatory authority applicable to their province of residence.
6. Privacy and Data-Related Inquiries
Requests related to personal data, including access requests, correction requests, and deletion requests, must be submitted in writing via email. Such requests are processed in accordance with applicable Canadian privacy legislation, including the Personal Information Protection and Electronic Documents Act (PIPEDA), where applicable, and relevant provincial privacy laws.
Requests submitted verbally through live chat or telephone will be redirected to the email channel to ensure a documented record is maintained. Boomtown Casino does not disclose personal account information to any party other than the verified account holder.
7. Response Times and Availability
Boomtown Casino aims to maintain the following response standards:
- Live chat: Real-time response during operational hours.
- Email: Response within one business day of receipt during standard business hours.
- Telephone: Response during published support hours.
Response times may be extended during periods of high inquiry volume, public holidays, or scheduled maintenance. Where practicable, any anticipated delays are communicated through the Boomtown Casino website.
8. Contact Information Accuracy
Users are responsible for maintaining accurate contact information within their registered account. Boomtown Casino uses the contact details on file to communicate account-related notices, verification requests, and responses to inquiries.
If registered contact information is outdated or incorrect, Boomtown Casino may be unable to process certain requests until the information is updated through the account management section of the website.
9. Unauthorized Use of Contact Channels
Contact channels provided by Boomtown Casino are intended solely for legitimate player and business inquiries. Submission of false information, abusive communications, or repeated unsolicited contact may result in restriction of access to support channels and, where applicable, account-level action in accordance with Boomtown Casino Terms and Conditions.