Start here

First, decide who your complaint is about. Most matters go to the British Columbia Lottery Corporation (BCLC) and follow the three stages below; this list only helps your message reach the right inbox and flags the matters that go elsewhere.

• Information on this website, our marketing or how we responded to you: the British Columbia Lottery Corporation (BCLC), at support@northgrandroyale.com.
• Personal information (access, correction, consent, a breach, unwanted marketing): the privacy contact at privacy@northgrandroyale.com, then the [Privacy regulator]. See stage 3.
• An account, payment, play, draw result, prize or claim: support@northgrandroyale.com, through the process below.
• Self-exclusion: the [Self-exclusion team], so that your message reaches the register directly.
• The general conduct of gambling in British Columbia: the Independent Gambling Control Office (IGCO). You can go there directly.

The process

There are three stages, each with a deadline. Business days are Monday to Friday, excluding statutory holidays in British Columbia.

Stage 1: Tell us

Email support@northgrandroyale.com.

• We acknowledge within 2 business days and give you a reference number.
• You receive a substantive written reply within 10 business days.
• If we need longer, we say why and when; the total never exceeds 30 days.

Stage 2: Internal review

If you are unhappy with the stage 1 answer, ask for a review within 30 days of receiving it.

• Someone who was not involved in the original decision carries it out.
• You get a final written response within 15 business days, stating our position and your right to escalate.

Stage 3: Independent escalation

If it is still unresolved, you can take it outside without our agreement: gambling matters go to the Independent Gambling Control Office (IGCO), privacy matters to the [Privacy regulator], and an [Independent escalation body] may also be available.

You may approach a regulator at any point, including straight away. Using our process first does not waive that right or extend any deadline the regulator sets.

What to include

The more detail you give at the start, the fewer follow-up questions we need.

• Your name and the email address linked to any account or earlier contact.
• What happened, in order, with dates and times (and Pacific Time for a draw or cut-off).
• The page, transaction, message or draw concerned, such as a URL, reference or draw date.
• What you have already been told, and by whom.
• The outcome you are hoping for, plus screenshots or documents if you have them.
• Never send passwords, full card numbers, security codes or full images of ID by email. We will not ask for them.

How we handle it

Every complaint to North Grand Royale is logged with a reference and date, and reviewed by someone competent to deal with it, never by the person it concerns. You receive the outcome in writing with reasons, and we record any change we make as a result.

Complaint records are kept for a limited period set out in the privacy policy. Complaining is free and does not affect how you are treated afterwards.

If this is about gambling harm

You do not need to make a complaint to get help, and you do not have to wait for one to be resolved.

Gambling Support BC: 1-888-795-6111 (free, confidential).

Contact us

• support@northgrandroyale.com
• privacy@northgrandroyale.com (privacy matters only)
• Accessibility barriers are treated as complaints too; email us and we will reply within 10 business days.