Making a complaint

Complaints process

If you wish to make a complaint about any aspect of our products or services, you can raise it with our customer service department here: support-on@888.ca. You should provide us with full details of your complaint and, where possible, any relevant evidence that we may reasonably require in order to assess your complaint. Please note that we do not accept complaints via social media.

Our support team will acknowledge receipt of your complaint within 24 hours of having received it. We will then investigate your complaint, come to our decision and provide you with our response within 7 business days of having received your complaint.

If you raise a complaint with us more than six months after the event that the complaint relates to occurred, we may not consider it (but this does not, of course, limit your right to bring a legal claim against us pursuant to the ‘Governing Law’ clause of our User Agreement). We encourage you to therefore raise complaints promptly so that they may be resolved by us.

Escalation process

If you are not satisfied by the response from our customer service department, you should contact our Support Manager to escalate the complaint and review the decision made by the customer service department. You can do so by clicking here: manager-on@888.ca.

You should provide the Support Manager with full details of your complaint and, where possible, any relevant evidence that they may reasonably require in order to assess your complaint and review the customer service department’s decision.

The Support Manager will then investigate your complaint, come to his or her decision and provide you with a response within 20 business days of you having escalated the complaint to him or her.

The Support Manager’s decision constitutes our final decision on the matter and the end of our internal complaints procedure.