support@ontariocaptaincooks.casino
Accounts, verification, deposits, withdrawals, games, responsible gambling tools.
01 · Reaching us
Contacts
How to reach us, how long a reply takes, and what to do if an answer does not settle the matter.
02 · Email
Customer support
Complaints
Privacy Officer
Response times
Get in touch
Support runs by email. Writing from the address registered on your account, and including your username, gets you a useful answer considerably faster — and it leaves both sides a paper trail, which matters if the question turns into a formal complaint.
support@ontariocaptaincooks.casino
Formal complaints. Put “Complaint” in the subject line so it is routed correctly from the start.
privacy@ontariocaptaincooks.casino
Access to your personal data, corrections, and any question about how it is handled under PIPEDA.
What to expect
General enquiries: normally within 24 hours. Formal complaints: acknowledged within 2 business days and answered within 10 business days. Privacy requests: within 30 days, as PIPEDA requires.
03 · Registered details
Operator
| Legal name | Apollo Entertainment Ltd |
|---|---|
| Company registration | C 45483 |
| Registered address | 8, Villa Seminia, Suite 2, Sir Temi Zammit Avenue, Ta' Xbiex XBX 1011, Malta |
| Internet Gaming Operator registration | OPIG1246857 |
| Regulator | Alcohol and Gaming Commission of Ontario (AGCO) |
| Operating agreement | iGaming Ontario |
| Market | Ontario, Canada |
04 · If we cannot resolve it
Complaints and escalation
Complaints follow a defined route, and each step has to be attempted before the next one.
STEP 01
Write to us
Email support@ontariocaptaincooks.casino with your username, the dates involved and what you would like to see happen. We acknowledge within 2 business days.
STEP 02
Internal review
If our first answer does not settle it, ask for the complaint to be escalated. You will receive a final written response and a complaint reference number.
STEP 03
AGCO
If the matter is still unresolved after our final response, or if 90 days have passed since you first raised it, you can submit a complaint to the Alcohol and Gaming Commission of Ontario through the iAGCO portal. You will need the name of the site, your player ID and the complaint reference number we gave you.
What the AGCO does — and does not do
The AGCO reviews whether a registered site has broken Ontario’s rules and can issue warnings, monetary penalties or suspensions. It does not resolve individual disputes and cannot recover money on your behalf.
ConnexOntario — independent help
- Available 24/7
- Free and confidential
- Text 247247
- connexontario.ca
ConnexOntario is an independent Ontario help service, not casino support. It is not operated by Apollo Entertainment Ltd, and contacting it is not the same as contacting us.
For self-exclusion across every regulated Ontario operator, BetGuard is on 1-833-776-7171 or at betguard.ca.