Support
Get help, contact our team, and raise a complaint or dispute. We aim to resolve most issues quickly and fairly.
Contact us
Email support@playfallsview.com with your account email and a clear description of your issue. For gambling support, contact ConnexOntario 24/7 at 1-866-531-2600 or text 247247.
Complaints & dispute resolution
Step 1 — Contact support. Email us with the details. We will acknowledge your message within 2 business days and aim to provide an initial response within 5 business days.
Step 2 — Formal complaint. If you are not satisfied, ask us to escalate, or email complaints@playfallsview.com. We will register it with a reference, investigate fairly, and provide a final written response within 10 business days (we will tell you if we need longer and update you at least every 10 business days).
Step 3 — Independent escalation. If we cannot resolve your complaint within 8 weeks, or you are dissatisfied with our final response, you may escalate to independent dispute resolution (IDR) and may contact the regulator.
- Regulator: Alcohol and Gaming Commission of Ontario (AGCO)
- Conducting body: iGaming Ontario (iGO)
- Independent dispute resolution provider: ADR Chambers (Independent Consumer Redress Division) — https://adrchambers.com/, igaming@adrchambers.com. The IDR process is free of charge to the player.