- Overview
This document sets out the official contact methods and support procedures for users accessing BooCasino from Canada. It describes the available communication channels, the scope of each channel, applicable response standards, and the respective obligations of the user and the platform in the context of support interactions.
BooCasino is operated by Green Feather Online Limited, a company licensed by the Malta Gaming Authority (MGA) under licence number MGA/B2C/445/2017. The registered business address of the operator is Elite Business Centre, Trejqa Ta’ Box Box, MSD 1840, Msida, Malta. All support and communication procedures described in this document are subject to the operator’s terms and conditions and applicable MGA regulatory requirements.
Canadian users should note that BooCasino operates under Maltese regulatory jurisdiction and is not licensed by Canadian provincial regulators, including AGCO (iGaming Ontario), BCLC, AGLC, or Loto-Québec. Dispute resolution and consumer protection mechanisms available to users are those provided under MGA regulatory frameworks and not under Canadian provincial frameworks.
- Available Contact Channels
BooCasino provides two primary support channels, with an additional telephone contact number recorded for reference.
2.1 Live Chat
Live chat support is accessible directly on the BooCasino website. The live chat function is located in the bottom-right corner of each page. This channel is intended for real-time communication regarding:
- Account access issues
- Technical difficulties
- General inquiries
Users initiating a live chat session may be required to provide account identification details before an agent can address account-specific matters.
2.2 Email Support
Users may submit written inquiries via email. The designated support email address is [email protected].
Email communication is appropriate for:
- Matters requiring documentation
- Formal requests
- Issues that cannot be resolved through live chat
When submitting an email inquiry, users are advised to include:
- Registered account username or email address
- Clear description of the issue
- Any relevant reference numbers or supporting details
2.3 Telephone Contact
A telephone contact number associated with BooCasino has been recorded as +3 562 034 1626. Users should verify the current status and availability of this number through the official BooCasino website before using it, as telephone support availability may change.
- Scope of Support Inquiries
The support team handles inquiries in the following areas:
- Account access and verification issues
- Identity verification and document submission procedures
- Technical difficulties encountered on the platform
- Inquiries related to account restrictions or closures
- Responsible gaming requests, including self-exclusion and account limit procedures
- Complaints and formal dispute submissions
Support agents are not authorised to:
- Modify the terms and conditions of the service
- Override regulatory requirements
- Provide legal or financial advice
Any commitments or representations made outside official written communication channels are not binding on the platform.
- User Obligations During Support Interactions
When contacting support, users are required to:
- Provide accurate and complete identification information as requested
- Refrain from submitting false, misleading, or fraudulent information
- Communicate in a respectful and professional manner
- Allow reasonable time for investigation and response, particularly for complex matters
The platform reserves the right to terminate a support interaction if a user engages in abusive, threatening, or otherwise inappropriate conduct.
- Response Timeframes
Live chat inquiries are handled in real time during operational hours.
Email inquiries are subject to a processing period that may vary depending on:
- The complexity of the matter
- The volume of incoming requests
Users submitting formal complaints or account-related requests should allow additional time for investigation and resolution. The platform does not guarantee specific resolution timeframes for complex matters or matters involving regulatory review.
- Formal Complaints Procedure
Users who are not satisfied with the outcome of a standard support interaction may submit a formal complaint.
Formal complaints must:
- Be submitted in writing via email to [email protected]
- Include a clear description of the issue
- Describe the steps already taken to resolve it
- State the outcome sought by the user
Upon receipt of a formal complaint, the company will acknowledge it and conduct an internal review. If the user remains unsatisfied following the internal review, the matter may be escalated to the Malta Gaming Authority as the applicable regulatory body. Information on the MGA’s dispute resolution procedures is available through the MGA’s official channels.
- Jurisdiction and Regulatory Contact
BooCasino operates under the regulatory authority of the Malta Gaming Authority. The applicable MGA licence number is MGA/B2C/445/2017.
Users who require regulatory assistance or wish to file a complaint directly with the regulator may contact the Malta Gaming Authority through its official website and published contact channels.
Canadian users are advised that regulatory recourse is available under the MGA framework. Canadian provincial gambling regulators do not have jurisdiction over BooCasino’s operations, and complaints submitted to Canadian provincial bodies regarding BooCasino are not processed under those provincial frameworks.
- Data Handling in Support Interactions
Personal data submitted during support interactions, including identification documents, account details, and correspondence, is processed in accordance with BooCasino’s privacy policy.
Users have the right to:
- Request information about personal data held by the company
- Request corrections to personal data where applicable
Data-related requests should be submitted in writing to [email protected].
- Access Restrictions
BooCasino’s services, including access to support, are not available to users located in Ontario, Canada, as the platform does not hold a licence issued by the Alcohol and Gaming Commission of Ontario (AGCO) or iGaming Ontario. Users in Ontario are not eligible to hold an account with BooCasino and should not attempt to access the service.
Users in other Canadian provinces may access BooCasino’s services subject to the operator’s terms and conditions and applicable MGA regulatory requirements. It is the user’s responsibility to ensure that their use of BooCasino complies with local laws in their province of residence.