Last updated: 10 May 2026
Our customer support team is available 24/7 to help with your account, payments, gameplay, and responsible-gaming questions. We aim to answer live chat within two minutes and email within 24 hours. Service is offered in Canadian English, with French-language support available for Quebec residents during the published hours below.
Choose the channel that best suits the type of question. Live chat is fastest for account, deposits, and gameplay issues; email works well for non-urgent matters or anything that needs an attachment.
| Channel | Availability | Typical response time |
|---|---|---|
| Live chat (in-account, top-right icon) | 24/7 | Under 2 minutes |
| Email — [email protected] | 24/7 | Within 24 hours |
| Phone — 1-855-353-6368 | Monday to Sunday, 24 hours a day, including holidays | Immediate during open hours |
Routing your message to the right inbox usually leads to a faster, more accurate answer. The team behind each address has the access and authority needed for that area, and they will loop in colleagues where the question crosses boundaries.
We take complaints seriously and aim to resolve them quickly. The five-step process below is the same one set out in our Terms and Conditions. Please include your account ID, the dates and times involved, the relevant bet or transaction reference, and any screenshots — that lets us investigate without back-and-forth.
If gambling has stopped feeling like fun, you do not have to wait for a crisis to ask for help. Our responsible-gaming team can be reached at [email protected]. All conversations are confidential. ConnexOntario (1-866-531-2600) is a free 24/7 helpline that can signpost you to the right provincial service. The full list of Canadian support resources, plus the player-protection tools available on your account, is on our Responsible Gaming page.
For legal correspondence, please use the registered address below.
Office hours are stated in Eastern Time (ET) — the time zone used by our head office and most of our Canadian player base. The 24/7 channels (live chat and email) are unaffected by office hours.
Email [email protected] with your account ID, the case reference from your earlier ticket, and a short summary of what is unresolved. After our internal review, you can escalate further to an independent ADR provider (eCOGRA or IBAS) and to the provincial regulator.
Our offices are not open for walk-in customer service. All account, payment, and gameplay matters are handled through the channels listed on this page. Legal correspondence can be sent to the registered address in section 5.
Live chat is staffed 24/7 and usually answers within two minutes. Email is appropriate for non-urgent matters or anything that needs supporting documents. The phone line is open during the hours in section 1.
Yes. French-language support is available Monday to Sunday, 8 a.m. to midnight Eastern Time for Quebec residents. Responsible-gaming resources include French-language helplines through Loto-Québec's Mise raisonnable program.
Email [email protected] with screenshots, the device and browser you were using, and the time the issue occurred. Critical issues — payments not crediting, account access problems — are routed to engineering on an expedited path.
7. Connect on Social Media
You can follow us on the official accounts listed at X (formerly Twitter): x.com/elementscasino; Instagram: instagram.com/elementscasino; Facebook: facebook.com/elementscasino. For account-specific support, please use the channels in section 1 — we do not handle account, payment, or KYC matters through social-media direct messages.