1. Purpose of This Document
This document provides official contact information and sets out the procedures by which players, guests, and third parties may communicate with Casino de Montréal. It describes the available support channels, the scope of each channel, expected response timelines, and the responsibilities of both the user and Casino de Montréal in the context of service communications.
This document is not a promotional or product description. It serves as a service reference for individuals seeking to submit inquiries, resolve account-related matters, report concerns, or request information from Casino de Montréal.
2. Scope of Contact Services
Casino de Montréal provides contact and support services for the following categories of inquiry:
- General questions related to access, eligibility, and venue or account conditions
- Account-related matters including registration, verification, and access issues
- Responsible gambling concerns and self-exclusion requests
- Complaints and formal dispute submissions
- Media and press inquiries
- Corporate and business correspondence
Contact channels are not intended for inquiries related to third-party services, external platforms, or matters outside the operational scope of Casino de Montréal.
3. Available Contact Channels
Casino de Montréal maintains multiple contact channels to accommodate different categories of inquiry. Users are expected to select the appropriate channel based on the nature of their request.
3.1 Customer Support
Customer support handles general inquiries from players and guests. This includes questions about account conditions, access procedures, and service-related matters. Support representatives are available during designated operating hours. Users are advised to have relevant account or identification information available when contacting customer support to facilitate accurate and timely responses.
3.2 Live Chat
Where live chat is available, it is accessible through the official Casino de Montréal platform. Live chat is intended for real-time assistance with account access, general procedural questions, and time-sensitive matters. Users must be logged into their account to initiate a live chat session where applicable.
3.3 Telephone Support
Telephone support is available for users who require direct verbal communication with a support representative. Calls are handled during stated operating hours. Users calling outside of operating hours may be directed to leave a message or use an alternative channel. Toll-free numbers, where applicable, are listed on the official Casino de Montréal website.
3.4 Email and Written Correspondence
Written inquiries may be submitted by email or postal correspondence. Email is the preferred method for non-urgent matters, document submissions, and formal requests. Casino de Montréal aims to respond to email inquiries within the timeframe stated on the official contact page. Postal correspondence is accepted for formal legal or regulatory matters and should be directed to the official registered address of Casino de Montréal.
3.5 Media and Press Inquiries
All media, press, and public relations inquiries must be directed to the designated communications or public relations contact at Casino de Montréal. General customer support channels are not appropriate for media requests. Journalists and representatives of media organizations should use the contact details specified for press inquiries on the official website.
4. Response Timelines
Response timelines vary by channel and inquiry type. The following general guidelines apply:
- Live chat: real-time during operating hours
- Telephone: immediate during operating hours
- Email: within 1 to 5 business days
- Postal correspondence: variable, dependent on postal service and inquiry complexity
Casino de Montréal does not guarantee response times for inquiries submitted outside operating hours or through channels not designated for the relevant inquiry type. Complex matters, including formal complaints or regulatory correspondence, may require additional processing time.
5. Responsible Gambling Contact
Users who wish to discuss responsible gambling measures, request self-exclusion, or seek information about problem gambling support are directed to contact Casino de Montréal through the responsible gambling channel specified on the official website. Casino de Montréal is required to provide access to responsible gambling tools and to facilitate self-exclusion requests in accordance with applicable provincial regulations.
Users in Canada seeking immediate assistance with gambling-related concerns may also contact provincial problem gambling helplines. In Quebec, the relevant helpline is Jeu: aide et référence, reachable at 1-800-461-0140. Casino de Montréal does not administer this service but acknowledges its availability as a resource for users.
6. Document Submission Procedures
Certain inquiries require the submission of supporting documents, including but not limited to identity verification documents, proof of address, or correspondence related to formal complaints. Documents must be submitted through the designated secure upload facility or via the email address specified for document submissions on the official Casino de Montréal website.
Casino de Montréal does not accept document submissions through live chat or general telephone lines. Documents submitted through unauthorized channels will not be processed and may be discarded without acknowledgment.
Users are responsible for ensuring that submitted documents are legible, current, and relevant to the stated inquiry. Submission of fraudulent or altered documents constitutes a breach of Casino de Montréal terms and conditions and may result in account suspension or legal action.
7. Formal Complaints Procedure
Users who wish to submit a formal complaint must do so in writing, either by email or postal correspondence, addressed to the appropriate department at Casino de Montréal. A formal complaint must include the following information:
- Full name and account identifier or registered contact details
- Date and description of the matter giving rise to the complaint
- Any relevant reference numbers or prior correspondence
- The outcome sought by the complainant
Casino de Montréal will acknowledge receipt of a formal complaint within a reasonable timeframe and will provide a substantive response following internal review. If a complaint cannot be resolved through internal procedures, the user may be directed to the relevant provincial regulatory authority.
8. Accuracy of Contact Information
Users are advised to obtain contact information exclusively from the official Casino de Montréal website. Casino de Montréal does not accept responsibility for communications directed to unofficial or third-party contact details. Contact information published on third-party directories or external websites may be inaccurate or outdated and should not be relied upon.
Casino de Montréal reserves the right to update contact channels, operating hours, and response procedures at any time. Updated information will be reflected on the official website without prior individual notification to users.
9. Language of Communication
Casino de Montréal operates in the province of Quebec and provides communication services in both French and English. Users may submit inquiries in either language. Responses will be provided in the language of the inquiry where operationally feasible. For formal legal or regulatory correspondence, Casino de Montréal may require communication in a specified language as directed by applicable law.
10. Limitation of Contact Services
Casino de Montréal contact channels are provided for the purposes described in this document. The following uses are outside the scope of contact services and will not be processed:
- Solicitations or commercial proposals not directed to the appropriate corporate channel
- Inquiries on behalf of third parties without documented authorization
- Requests for information that Casino de Montréal is legally prohibited from disclosing
- Abusive, threatening, or otherwise inappropriate communications
Casino de Montréal reserves the right to terminate contact sessions or decline to respond to communications that do not comply with the standards set out in this document or in the applicable terms and conditions.