This page sets out the official contact channels for Fraserville, the types of inquiries handled by the support team, expected response timelines, and the procedures that apply when submitting a request. Reviewing this information before making contact can help direct an inquiry to the appropriate channel.
1. Scope of This Contact Information
This contact information is intended for registered users of Fraserville in Canada with an active or previously active account. Prospective users may also use the listed channels for general questions about eligibility and account access requirements.
This page is not intended for third-party affiliates, media representatives, or business partnership inquiries unless explicitly stated in a relevant section.
2. Contact Channels
Fraserville support can be reached through the channels below. The appropriate channel depends on the subject of the inquiry.
2.1 Email Support
Email is the primary channel for:
- Account-related and access issues
- Identity verification matters
- Formal complaints and disputes
When using email support, include:
- Registered username or account identifier
- Clear description of the issue
- Any relevant reference numbers, if the inquiry relates to a previous interaction
Email inquiries are generally answered within 48 hours on business days. Complex issues, such as formal complaints or disputes, may require additional time for review.
2.2 Live Chat
Live chat is available for:
- General questions
- Time-sensitive account inquiries that do not require a formal written record
Live chat is not intended for:
- Formal complaints
- Submission of identity or financial documents
If an issue involves a dispute or requires a formal written record, email should be used.
Live chat availability may vary by time of day and current support volume. If live chat is unavailable, the user may be directed to email support.
2.3 Formal Written Correspondence
For matters requiring a formal written record, including:
- Legal notices
- Regulatory correspondence
- Escalated complaints
Correspondence should be submitted by email, with the subject line clearly stating the nature of the communication.
Fraserville will acknowledge receipt of formal correspondence within a reasonable timeframe and will respond in line with applicable internal procedures.
3. Types of Inquiries Handled
The support team handles, in particular:
- Account access and login issues
- Identity verification and document submission status
- Account closure and self-exclusion requests
- Responsible gaming support and referrals
- Technical issues affecting account functionality
- Formal complaints and dispute submissions
- General questions about terms, policies, and account conditions
The support team does not:
- Provide advice on gambling outcomes
- Control or guarantee third-party payment processing timelines beyond what is within the operator’s control
- Resolve matters that fall solely under the jurisdiction of a regulatory authority
4. Complaint and Dispute Procedure
For complaints related to an account or an interaction with Fraserville, the following procedure applies.
Step 1 - Submit the complaint in writing via email. Include:
- Account details
- Description of the issue
- Date on which the issue occurred
- Any supporting information or documentation
Step 2 - The complaint will be acknowledged by Fraserville and assigned a reference number. Acknowledgement is provided within two business days.
Step 3 - The complaint is reviewed and a written response is provided. The time required depends on the complexity of the matter and will not exceed 28 days from the date of acknowledgement in standard cases.
Step 4 - If the outcome is not satisfactory to the account holder, the matter may be escalated to the relevant regulatory authority in the user’s province. In Ontario, the Alcohol and Gaming Commission of Ontario oversees regulated internet gaming and provides a formal complaints process for players. Regulatory bodies may set specific requirements regarding what needs to be attempted with the operator before they accept an escalation.
Use of the internal complaint process is generally expected before approaching a regulatory authority.
5. Responsible Gaming Contact
For issues related to responsible gaming, including:
- Setting account limits
- Requesting a cooling-off period
- Initiating self-exclusion
Where available, these requests should be made directly through the account settings. If this is not possible, they may be submitted by email, with the subject line clearly indicating that it is a responsible gaming request.
Responsible gaming requests are treated as priority matters. Self-exclusion requests are processed promptly and in accordance with applicable requirements. For immediate assistance, users are also advised to contact a recognized problem gambling helpline in their province.
6. Identity Verification Inquiries
For questions about identity verification status:
- Include the account identifier
- State the date on which the documents were submitted
Identity and other sensitive documents must not be sent via live chat. All document submissions must be made through the secure channel specified during the verification process or as directed by support.
7. Response Expectations and Limitations
Fraserville aims to respond to inquiries within the timeframes described in this document. Actual response times may be affected by:
- High inquiry volumes
- Public holidays
- Complexity of the matter
Submitting duplicate requests for the same issue across multiple channels can delay handling rather than accelerate it.
Support is provided in English. When an inquiry is submitted in another language, reasonable efforts may be made to assist, but English remains the primary language of correspondence.
Fraserville does not guarantee resolution of issues that fall outside its operational control, including those originating with third-party service providers or decisions of regulatory authorities.
8. Updates to Contact Procedures
The contact procedures set out on this page may be updated. Any changes will be reflected in this document. Users who expect to contact support are advised to review this page periodically to ensure they are following the most current procedures.