Contact Us
Use the address that matches your reason for writing — it reaches the right team first time and saves an exchange of messages. Response times below are commitments, not estimates.
On this page
1. Player support
| support@playfallsview.co | |
| Hours | 09:00 – 01:00 ET, seven days a week |
| Acknowledgement | within 24 hours |
| Language | English |
Account questions, verification, deposits and withdrawals, technical problems, game queries.
To get an answer in one exchange, include:
- the email address on your account — never your password;
- what happened, in your own words;
- the date and approximate time, with the time zone if you were not in Eastern Time;
- the game, transaction or reference number involved.
2. Privacy and your data
| Privacy Officer | privacy@playfallsview.co |
|---|---|
| Response | Substantive answer within 30 calendar days |
Access to the personal information we hold, corrections, withdrawal of consent, questions about cookies, or a complaint about how your data has been handled. Appointing a Privacy Officer is a requirement under PIPEDA, and this is that person. See the Privacy Policy for what we hold and why.
3. Complaints
| Compliance team | complaints@playfallsview.co |
|---|---|
| Acknowledgement | 2 calendar days |
| Final written response | 21 calendar days |
Raise it with support first — most things are resolved there within 7 calendar days. If you are not satisfied, escalate to the compliance team, who are separate from the people who handled it the first time. The full procedure, including what to send and the time limits, is on Complaints and Procedures.
4. Registered office
MGE DIGITAL CANADA INC.22 Adelaide Street West, Suite 3400, Toronto, Ontario, M5H 4E3, Canada
Ontario Corporation Number: 2864039 · Incorporated August 31, 2021 · Jurisdiction: Canada – Ontario
Written correspondence is acknowledged within 5 calendar days of receipt. Mark it “Complaint” if that is what it is, and quote any reference number you already have.
5. If we cannot resolve it
You are not stuck with our answer. After our final written response you may take the matter outside the company, at no cost to you and without it affecting your account:
- iGaming Ontario (iGO) — the entity through which registered operators conduct internet gaming in the province. Contact details and the route for player concerns are published on its own website, and we include them in every final response.
- Alcohol and Gaming Commission of Ontario (AGCO) — the provincial regulator, which registers operators and enforces the Registrar’s Standards for Internet Gaming.
Nothing in this route limits your right to take legal action. Under our Terms and Conditions, the laws of the Province of Ontario and the federal laws of Canada apply.
6. Help with gambling
If your reason for writing is gambling itself rather than your account, you do not need to contact us at all. These services are independent of us, free and confidential.
- ConnexOntario — 1-866-531-2600 (Free and confidential, 24 hours a day, 7 days a week)
- BetGuard self-exclusion — betguard.ca (opens in a new window), or read how it works
- PlaySmart — playsmart.ca
- Responsible Gambling Council (RGC) — responsiblegambling.org (opens in a new window)
- Problem Gambling Institute of Ontario (PGIO) — problemgambling.ca (opens in a new window)
7. How to tell a real message from a fake one
Gambling accounts attract impersonation. What we will never do:
- ask you for your password — not by email, not on the phone, not in a chat;
- ask you to send identity documents by email or read them out over the phone;
- ask you to move money to a “safe” account, or to pay a fee to release a withdrawal;
- contact you about a prize you did not enter for, or about an offer during a self-exclusion.
If you receive anything like that, do not reply. Contact us directly using support@playfallsview.co, typed yourself rather than clicked from the message, and we will confirm whether it came from us.