Step 1 — Step 1 — Contact Support
Send your complaint by email to online-support-alberta@deltacasino.com, through the contact form with the category Complaints & Disputes, or by live chat in the Help Centre. Please include:
- the email address of your Delta Casino account;
- what happened and when (date and time, Mountain Time);
- the round ID from your game history or the transaction reference from the cashier, if it concerns a game or a payment;
- screenshots or documents that help explain the issue;
- what you would like us to do to put it right.
Support hours: email Daily, 8:00 AM – 2:00 AM Mountain Time (MT); live chat Daily, 6:00 AM – midnight Mountain Time (MT).
Step 2 — Step 2 — Our Review and Timelines
| Stage | Time |
|---|---|
| Acknowledgement with a case reference | Within 5 business days |
| Investigation and written decision | Within 90 calendar days of receiving the complaint |
| Senior review (escalation) | Final answer within 14 business days |
We investigate using the game server records, cashier records and your messages. If we need more information, we ask you, and the time you take to reply is not counted. Our decision explains what we found and what we will do, for example correct a balance, pay a withdrawal or explain why a result stands.
Step 3 — Step 3 — Escalate Within Delta Casino
If you are not satisfied with our decision, ask for a senior review by email to online-complaints@deltabingo.com, quoting your case reference. A manager who was not involved in the first decision reviews the case and gives our final answer within 14 business days. With the final answer we send you a case file summarising the complaint, our investigation and the outcome.
Step 4 — Step 4 — External Escalation
If the dispute is still not resolved after our final answer, you can refer it to the Alberta iGaming Corporation (AiGC), which manages Alberta’s regulated iGaming market, through its player contact form. Include the case file we sent you.
For regulatory concerns — for example the fairness of a game, advertising, age or location controls — you can contact the Alberta Gaming, Liquor and Cannabis Commission (AGLC) at aglc.ca/contact-us or 1-800-272-8876.
Complaints about how we handle personal information go to our Privacy Officer first (see the Privacy Policy) and can then be taken to the Office of the Information and Privacy Commissioner of Alberta.
Responsible Gambling and Self-Exclusion Questions
If your concern is about your own gambling, we can help straight away: use the contact form category Responsible Gambling or Self-Exclusion, or set limits, take a break or self-exclude yourself in My Account. For confidential support at any hour, call the AHS Addiction Helpline at 1-866-332-2322 or 211.