Tell us
Email support@dailygrandcontest.co.
- 2 business days to acknowledge, with a reference number
- 10 business days for a substantive written reply
- If we need longer we tell you why and when — never more than 30 days in total
Complaints
If something has gone wrong
A defined process, with a deadline at every stage, and an independent regulator at the end of it. You never lose the right to go to the regulator by using this process first.
Last updated: 7 August 2026
Version 1.0
Start here
First, who is your complaint actually about?
This portal is an independent information service. It does not hold player accounts, take payments, run draws or pay prizes — so for many complaints we are the wrong address, and sending it to us first only costs you time.
| Your complaint is about… | Where it goes |
|---|---|
| Information on this website — wrong, misleading, out of date or inaccessible content; our marketing; how we responded to you | Us — support@dailygrandcontest.co. Process below. |
| Personal information — access, correction, consent, a data breach, unwanted marketing | Our Privacy Officer — privacy@dailygrandcontest.co, then the OIPC. See stage 3. |
| A player account, a deposit or withdrawal, a play, a draw result, a prize or a claim | British Columbia Lottery Corporation — 1-866-815-0222. We have no access to any of it. |
| Self-exclusion — enrolling, enforcement or a breach of a Game Break | BCLC — selfexclusion@bclc.com or 1-866-815-0222. |
| The conduct of gambling in B.C. generally, or a suspected breach of the Gaming Control Act (B.C.) | Independent Gambling Control Office (IGCO) — igcobc.ca. You can go straight there. |
The process
Three stages, with deadlines
Business days mean Monday to Friday, excluding statutory holidays in British Columbia.
Internal review
Not satisfied with the Stage 1 answer? Ask for a review within 30 days of receiving it.
- Carried out by someone not involved in the original decision
- 15 business days for a final written response
- It states our final position and your right to escalate
Independent escalation
Still unresolved? Take it outside. You do not need our agreement.
- Gambling matters: IGCO
- Privacy matters: OIPC — normally within one year
- Federal privacy: Privacy Commissioner of Canada
You can go to the IGCO or the OIPC at any point — including immediately, without using stages 1 and 2. Using our process first does not waive that right and does not extend any deadline the regulator applies.
What to include
The more of this you give us at the start, the less back-and-forth there is:
- Your name and the email address associated with any account or earlier contact.
- What happened, in order, with dates and times — and Pacific Time if it involves a draw or a cut-off.
- The page, transaction, message or draw concerned. A URL, a reference number or a draw date.
- What you have already been told, and by whom.
- What outcome you are looking for.
- Screenshots or documents, if you have them.
Do not send passwords, full card numbers, CVV codes or full images of identification by email. We will never ask for them, and anyone who does is not us.
How we handle it
Every complaint is logged with a reference number and a date. It is reviewed by someone competent to deal with it, and if it concerns a specific person's conduct, not by that person. We tell you the outcome in writing with reasons, and we record what we changed as a result.
We keep complaint records for 3 years after closure, and for 7 years where the matter went to a regulator — see the retention table in our Privacy Policy. Complaining costs nothing and never affects how you are treated afterwards.