This page sets out the official contact procedures for reaching support at Prince Edward Island Casino. It describes how players based in Canada can contact the support team, what information to provide when submitting a request, expected response timelines, and the scope of matters handled through each available channel. Reviewing this document before submitting a request helps ensure that an inquiry is directed correctly and processed without unnecessary delay.
1. Purpose of This Page
This document serves as the primary reference for all contact-related procedures at Prince Edward Island Casino. It does not describe products, promotions, or account features. Its sole purpose is to define how communication between the player and the platform is initiated, handled, and concluded.
2. Available Contact Channels
Prince Edward Island Casino provides support through the channels set out below. Each channel has a defined scope. Using the channel appropriate to the type of inquiry generally reduces handling time.
2.1 Written Correspondence
Written requests submitted through the official contact form or designated support email address are the primary method for matters that require documentation. This includes:
- Account verification inquiries
- Formal complaints
- Requests related to account closure
- Questions about personal data held on file
Written correspondence creates a record that both parties can refer to throughout the resolution process.
When submitting a written request, include the following information:
- Full registered name on the account
- Registered email address
- A clear description of the issue, including relevant dates
- Any reference numbers previously provided by support staff
Requests that omit required identifying information will be returned for completion before processing begins.
2.2 Live Support
Live support is available for time-sensitive matters that do not require formal documentation. This channel is suitable for:
- General navigation questions
- Clarification of published policies
- Status updates on previously submitted requests
Live support agents do not have authority to modify account terms, override compliance decisions, or process formal complaints. Any outcome reached through live support that requires an official record will be followed up in writing.
2.3 Escalated or Formal Complaints
If a matter has not been resolved through standard support channels, a player may submit a formal complaint. A formal complaint must be submitted in writing and must include:
- A summary of previous contact attempts
- The dates of those attempts
- The outcome of those attempts or a statement that no response was received
Prince Edward Island Casino will acknowledge receipt of a formal complaint within a defined period and will provide a written response within the timeframe required under applicable Canadian consumer and gaming standards.
3. Response Timelines
Response times vary by channel and inquiry type. The following table reflects standard handling periods under normal operating conditions.
| Channel | Inquiry Type | Standard Response Time |
|---|---|---|
| Written request | Account, verification, data | Up to 5 business days |
| Live support | General questions | During session |
| Formal complaint | Escalated unresolved matters | Up to 14 business days |
These timelines apply under normal volume. During periods of elevated demand, written requests may take longer. Players will be notified if a delay is anticipated.
4. Scope of Support
Support staff at Prince Edward Island Casino are authorised to assist with the following categories of inquiry:
- Account access and identity verification procedures
- Clarification of published terms, policies, and conditions
- Status updates on pending requests
- Submission and acknowledgment of formal complaints
- Requests related to responsible gaming tools and self-exclusion procedures
- Data subject requests under applicable Canadian privacy legislation
Support staff are not authorised to provide legal advice, make binding commitments outside of published policy, or discuss the accounts of third parties under any circumstances.
5. Information That May Be Requested
To verify identity before discussing account-specific matters, Prince Edward Island Casino may ask a player to confirm details associated with the registered account. This is a standard security procedure and applies to all contact channels where account information is involved. If identity verification is not completed, the inquiry will be placed on hold until verification is finalised.
Passwords, full payment card numbers, or other sensitive credentials are not requested through any support channel. If a communication is received that appears to be from Prince Edward Island Casino and requests such information, do not respond and report the communication using the contact form.
6. Responsible Gaming Contacts
Players who wish to discuss responsible gaming measures, including deposit limits, cooling-off periods, or self-exclusion, may contact support through any available channel. These requests are treated with priority and handled in accordance with Prince Edward Island Casino’s Responsible Gaming Policy. Players in Canada seeking independent support may also contact national and provincial problem gambling helplines, which operate separately from and independently of Prince Edward Island Casino.
7. Privacy and Data Requests
Requests related to personal data held by Prince Edward Island Casino, including access requests, correction requests, and deletion requests, must be submitted in writing. These requests are processed in accordance with applicable Canadian privacy legislation, including the Personal Information Protection and Electronic Documents Act where applicable. Prince Edward Island Casino will respond to verified data requests within the period required by law.
8. Language of Communication
Support at Prince Edward Island Casino is provided in English. Requests submitted in other languages will be acknowledged, but response times may be extended while translation is arranged. Official documentation, including terms, policies, and formal correspondence, is issued in English.
9. Updates to This Page
The contact procedures described on this page are reviewed periodically. If procedures change, this page will be updated. Players are advised to consult this page before submitting a request to ensure that current procedures are being followed. The version in effect at the time a request is submitted governs how that request is handled.