1. Customer Complaints Process

1.1. Your Complaint

We aim to deliver an outstanding experience to every customer. If we do not meet your expectations, please let us know. Our complaints management process ensures you can monitor your inquiry every step of the way, from start to finish.

Should our service not meet your satisfaction, we encourage you to reach out to our Customer Service Team via phone, chat, or email.

1.2. How to make a complaint

You can submit a request by clicking here or by contacting our Customer Service team via:

• Phone on +1 (855) 218-7827

• Email at complaints@northstarbets.ca

• Live chat if you are logged in on the website

1.3. How we manage your complaint

We aim to acknowledge your complaint promptly, ensuring a response within 48 hours.

Our response will include a summary of your complaint as we understand it and our understanding of your preferred resolution.

If there are any clarifications or additions you would to include please don’t hesitate to reply back to us with details.

While we are dedicated to resolving your complaint efficiently, please note that complex cases requiring detailed investigation may extend the resolution timeframe.

We appreciate your understanding and patience in these instances.

1.5. Complaint Resolution

We're dedicated to promptly resolving complaints and delivering exceptional customer support.

Upon concluding our internal investigation, we will provide you with an official response and our final decision regarding your issue.

Depending on the complexity of the issues this process may take up to 8 weeks from the initial acknowledgment of your complaint.

For your convenience, below is a table outlining our Complaints Management timelines:

In the instances where you are you would like to take your case further, you have the option to contact iGaming Ontario (iGO) directly requesting a further review of your complaint.