Players must contact the Customer Service team for all issues. If for any reason, the Player is not satisfied with the resolution or the product/service and wish to register a complaint, it must be sent as an email to complaints@on.stardustcasino.com.

1.     All complaints received from players will be acknowledged within 24 hours. The acknowledgement will contain the unique case ID assigned to the complaint.

2.     Emails will be reviewed only by the Supervisor and/or Manager.

3.     A response will be provided by email within 7 days.  A resolution may take longer if the customer support team is required to engage with technology, marketing, and/or business management teams for a resolution.

4.     If resolution of the case takes longer than 7 days, the customer support team will provide an update to the player on the status of the case, and every following 7 days until resolution.

5.     Troubleshooting may be done via a phone call made to the number registered on the customer account profile, based on type of complaint.

6.     If interaction is made on any channel other than email, a follow-up email is sent to the player summarizing the interaction.

7.     The player will receive a confirmation when the case is marked as Closed in the customer support software.

8.     If the Player is not satisfied with the resolution provided by the customer support team, option to escalate the complaint to iGO will be provided, along with relevant case ID.

Regulatory Reporting

We are required to submit a quarterly report to iGaming Ontario on the CCDR program within 30 days of the end of each quarter. The report will list Player Disputes submitted at least 90 days prior to the end of the quarter and are unresolved. Report will contain:

·      Details of the Player Dispute

·      Age of the Player Dispute since initiation