We do our best to provide services smoothly and on a high level. However, we accept that sometimes our efforts are insufficient and you may be unsatisfied with it. In such cases, we kindly ask you to contact us via live chat or email.
If you’d like to raise a complaint with PowerPlay, you can find the details below on how to do that.
To raise a complaint, you must contact us directly through email at [email protected] or on chat.
Please make sure the complaint contains all the following information:
- Your first and last name;
- Your email address registered on the PowerPlay account;
- Your residential address;
- Time and date of the incident;
- Clear explanation of the event.
- All the relevant details (time and date of an incident, clear explanation, name of the game if applicable).
We will confirm the receipt of the complaint as soon as possible. The whole complaints process should take no more than 8 weeks to be assessed and responded to. Please remember that we can ask you for clarification of your complaint. If you won’t respond within 7 days, we have the right to “stop the clock” and the complaint process can take more than 8 weeks.
Upon reviewing all the relevant information we will make a decision and send you the response The response will include:
- The decision;
- Reasons for the decision (only if applicable to your case);
- Information that this ends the complaint process;
- What you can do if you disagree with the final decision.
In the event you disagree with the outcome of the complaint, you can raise a dispute with us and your case will be taken up to the Customer Support Management for further investigation that should take up to 90 days. The case will be re-reviewed and the outcome with final decision will be communicated to you.
If you are still not satisfied with the dispute outcome you can contact iGaming Ontario or AGCO for further investigation.
More information about:
- iGO Ontario Complaint’s/Disputes process:
https://igamingontario.ca/en/igaming-ontarios-complaintsdisputes-service-standards
- AGCO Complaint process: