01Complaints and Dispute Resolution
If something has gone wrong with your account, a payment or a game, we want to put it right. Every complaint gets a reference number and is handled by a team that is independent of the person who dealt with your original request.
- Send your complaint. Use the form above with the category that fits best, or write to complaints@goldennuggelcasino.com. Include your account email, the date and time, the game or transaction concerned and what outcome you are asking for.
- Acknowledgement — within 2 business days. We confirm receipt by email and give you a reference number. Messages sent through the form receive a reference immediately on screen.
- Investigation. We review the game round logs held by the game provider, the cashier and transaction records and your account history. We may ask you for more information.
- Final response — within 10 business days. If a complex case needs longer, we tell you why and when to expect an answer. The final response explains our decision and, where we were at fault, how we have corrected it.
- Escalation to the regulator. If you are not satisfied with our final response, you can refer the complaint to the Alberta Gaming, Liquor and Cannabis Commission (AGLC), which supervises registered iGaming operators in Alberta. Questions about privacy can be taken to the Office of the Information and Privacy Commissioner of Alberta.
Using the complaints procedure does not affect your right to go to court. The full rules are in section 23 of our Terms and Conditions.
Postal complaints: Complaints Team, GNOG CAN Ltd., Suite 2700, 225 6th Avenue SW, Calgary, Alberta T2P 1N2, Canada.