Support: Getting a Useful Answer
This page has two jobs. First, it explains how to get help from the operator's support team, which is the only party that can act on your account. Second, it explains how to reach us, the editors of this independent guide, about the content of our own pages.
Contacting the operator
The operator publishes its support channels — typically live chat and email — on its own site, usually in a help or contact section. We do not list them here, because they can change. Whichever channel you choose, written contact leaves a record. If you use chat, ask for the transcript to be emailed to you before closing the window.
What to have ready
- The email address registered to the account.
- The date and time of the problem, with your time zone.
- For a game issue: the game name, the round or bet ID from your history, and a screenshot.
- For a payment issue: the transaction reference and the amount in CAD.
- One sentence stating what you want resolved.
Common issues on the live and sports side
Live tables generate a particular kind of query: a bet that did not register before the window closed, a stream that froze mid-round, or a result shown differently on screen and in history. The bet history and round ID decide these cases, because studios settle on recorded results, not on what your stream showed. On the sports side, most disputes concern settlement rules — a retired tennis player, a match decided in extra time, a void leg in a parlay. Before contacting support, read the sportsbook's rules for that market; often the answer is there.
If support does not resolve it
Ask in writing for the case to be escalated. If that fails, the regulator or dispute service named in the operator's terms is the next step; for a site regulated in Ontario, that regulator is the AGCO. Our complaints page walks through the order of escalation and what to include.
Contacting this site
We are not the operator and cannot see or change any account. If you spot an error on our pages, an outdated fact or a broken link, write to info@casinoinstant.biz with the page address and what should be corrected. We aim to review every correction promptly and to note material changes on the page concerned. Please do not send account details, passwords or documents; we have no use for them and will not ask for them.