Reaching the PowerUp team
Support channels
We run five distinct routes into our PowerUp support desk. Pick the one that matches the urgency and format of your query — chat for anything time-critical, email when you need a paper trail, phone when a live voice cuts to the answer faster. Every channel is free for you to use and every reply comes from a real person on our Canadian support team.
| Channel | Address / number | Availability | Typical response |
|---|
| Live chat | Floating icon on every page | 24/7 | 2 min average |
| Email | support@powerup-casino-ca.org | 24/7 received | 4 hours |
| Freephone | 1-877-BETTYCA (1-877-238-8922) | 08:00-00:00 EST, daily | Instant |
| Complaints / legal | legal@powerup-casino-ca.org | Business hours EST | 24 hours |
| VIP dedicated line | Shared privately with Platinum & Diamond players | 24/7 | Instant |
Support languages
English is on across every PowerUp channel, every hour of the day. For our Quebec players, our live chat also runs a French track between 12:00 and 20:00 EST — staffed by native French-speaking agents, not machine translation. Outside those hours French-speaking players can still ping us in French through chat or email and we reply in French inside our standard SLAs, but the immediate live handover may switch back to English.
- English general queries — live chat, any hour, routed to the first available agent.
- English technical queries (payments, KYC, game logs) — routed to our senior desk from your first message; typical resolution inside 30 minutes on chat.
- French general queries (QC) — live chat 12:00-20:00 EST, or email support@powerup-casino-ca.org with [FR] in the subject at any hour.
- Complaints and legal — English by default, French on request; written trail preferred (email complaints@powerup-casino-ca.org or legal@powerup-casino-ca.org).
Alternative Dispute Resolution (ADR)
PowerUp runs under an offshore licence — we are not registered with AGCO, BCLC or Loto-Québec. That means if you can't resolve a dispute with our complaints team, you have a handful of independent Canadian routes rather than a single mandatory ADR body. Which one applies hinges on your province and whether you're also registered with a provincial operator.
- iGaming Ontario ADR — if you play under an iGO-registered operator: igamingontario.ca
- AGCO Public Complaints (Ontario regulator) — agco.ca/complaint
- BCLC Player Support (BC players) — playnow.com/support
- Loto-Québec (QC players) — provincial regulator for gaming in Quebec.
- Responsible Gambling Council of Ontario (RGCO) — independent Canadian advocacy body with a complaint form and player-help resources.
- Problem Gambling Foundation (PGF) — independent Canadian consumer-help organisation with support and mediation resources.
Whichever route you pick, please give our complaints team the full 15 business days first. Skipping straight to an external body without an internal reference ID slows the process down for you.
Already on a PowerUp account? Open our live chat
Two-minute average response from our Canadian support team. On 24/7 across our site and mobile PWA in English + French (QC).
Open chat
What players ping us about
These eight topics account for the bulk of tickets landing on our PowerUp support desk. Typical response and resolution windows for each:
- KYC verification queries — document review and account approval typically closes inside 24-48 hours from the moment you submit a clean passport / driver's licence + proof of address.
- Bonus wagering questions — our chat can pull your current wagering progress live: how much you've contributed, which games count, how much rollover remains against the 40x. Answered instantly.
- Withdrawal delays — typical PowerUp withdrawal clears in 24-72 hours; if yours is running longer, that usually means KYC is still pending. Our chat can flag it and push it to compliance in real time.
- Session limits / self-exclusion / cooldown — deposit limit changes and cooldowns apply on the spot. Full self-exclusion (7 days, 30 days, 6 months, or permanent) is set on request — we do not reverse it early.
- Payment method issues — Interac timeouts, iDebit failed transfers, card declines. Our chat has direct access to the payments desk for real-time trace requests.
- Password reset / 2FA lockout — self-serve through Forgot password is fastest; for 2FA lockouts (lost phone), chat can trigger a manual reset after ID confirmation.
- Responsible gambling support — we point players to ConnexOntario at 1-866-531-2600, the Problem Gambling Institute and GamCare CA. Any RG conversation with our team is confidential and never affects your account standing.
- Bonus / promotion eligibility — whether you qualify for a promo, geo restrictions, whether stacking is allowed. Our chat has the current promo matrix on-screen.
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