At North Bay, communication with registered account holders and prospective users in Canada is handled through defined channels and procedures. This page sets out available methods for contacting support, the categories of enquiries that are processed, indicative response timelines, and the information that should be prepared before submitting a request.
1. Scope of This Contact Page
This contact page is intended for:
- Registered account holders with questions about their account, identity verification, or access
- Individuals who have submitted a registration request and require status information
- Users who need to report a technical issue or a discrepancy in their account records
- Individuals seeking information about responsible gaming resources or self-exclusion procedures
- Any person wishing to submit a formal complaint or escalate an unresolved matter
Individuals who are not yet registered and have general questions about account eligibility or access requirements in Canada may also use the channels listed on this page.
2. Contact Channels
The following support channels are available. The appropriate channel depends on the nature and urgency of the enquiry.
Channel | Purpose | Availability
Live Chat | Immediate assistance for account access, technical issues, and general questions | Available during operating hours
Email Support | Detailed enquiries, document submission, complaints, and follow-up requests | Responses within 1-3 business days
Support Form | Structured submission for account-specific or compliance-related matters | Processed during business hours
Specific contact details for each channel are provided after login to a registered account. This measure is designed to protect account security and to ensure that support interactions are linked to verified user identities.
3. Preparing an Enquiry
To facilitate efficient processing, the following information should be available before making contact:
- Registered account username or email address
- A concise description of the issue, including any relevant dates or transaction references
- Any error messages or reference numbers received
- For document-related enquiries: confirmation of which documents have already been submitted
Incomplete submissions may result in delays. Account-specific details are not discussed with individuals who cannot confirm their registered identity.
4. Types of Enquiries
4.1 Account and Access
Support is available for login difficulties, account status questions, password reset procedures, and requests related to account suspension or closure. Security holds are not overridden without completion of the required verification steps.
4.2 Identity Verification
If an account is pending verification or if a request has been received to submit documentation, support can confirm what is required and advise on acceptable document formats. Documents are not accepted via social media or other unofficial channels.
4.3 Responsible Gaming and Self-Exclusion
Users who wish to set account limits, request a cooling-off period, or initiate a self-exclusion may do so through the account settings panel or by contacting support. Self-exclusion requests submitted via email or live chat are processed within one business day. Once a self-exclusion is active, it cannot be reversed during the selected period.
Canadian residents may also contact provincial responsible gaming services independently of North Bay. The national helpline for gambling-related support in Canada is available 24 hours a day, 7 days a week.
4.4 Complaints and Escalations
If an enquiry is not resolved through standard support channels, a formal complaint may be submitted. Complaints must be submitted in writing and should include:
- A clear description of the issue
- The steps already taken to resolve the matter
- The outcome that is being requested
North Bay acknowledges formal complaints within two business days and provides a substantive response within ten business days. If a complaint remains unresolved after this process, there may be a right to escalate the matter to the relevant regulatory authority in the applicable province.
5. Limitations of Support
Support is not provided for:
- Legal or financial advice
- Overriding regulatory decisions or provincial restrictions
- Processing requests submitted by third parties without documented authorisation
- Discussing account details with anyone other than the verified account holder
6. Response Times and Business Hours
The support team operates during standard business hours, Monday through Friday. Live chat availability may vary. Email and support form submissions received outside business hours are processed on the next available business day.
Same-day resolution is not guaranteed for complex account or compliance matters. Where additional review is required, users are informed of the expected timeline.
7. Language of Communication
Support is provided in English. Users who require assistance in French should indicate this in the initial message. Reasonable efforts are made to accommodate such requests in line with applicable Canadian language access considerations.
8. Changes to Contact Information and Procedures
North Bay may update contact procedures, channel availability, and response timelines at any time. The most current version of this page is available on the website. Users who have not made contact recently are advised to review this page before submitting a new request.