Contact Betty support

Updated September 28, 2026

Something not working as it should? Question about a withdrawal, a document you sent, or what your account can do while you are in Winnipeg for the week? This page tells you who to contact, how quickly to expect a reply and what to include so the first answer is the useful one.

We keep things simple on purpose. There are two email addresses and a live chat inside your account. We have no phone line, no postal address for player mail and no contact forms on this site.

Ways to reach us

Live chat

Live chat is the quickest route for most questions. It sits inside your account, so sign in and open live chat from the menu. Because you are already signed in, the agent can see your account and usually sort things out without asking you to prove who you are again.

Chat works from any province. If you are in Quebec or British Columbia and want to ask about a withdrawal, a limit or your verification, you can do that there just as you would at home in Ontario.

Email for account and general questions

Write to our help desk. We reply to every email within 24 hours, and most get an answer much sooner. Email suits questions that need a detailed written reply or that include attachments, such as a screenshot of an error.

Email for privacy questions

Requests about your personal information, such as asking for a copy of your data or asking us to correct it, go to our privacy team. Our privacy notice explains what you can ask for and how we handle those requests.

What to put in your message

The more we know at the start, the fewer messages it takes. Please send from the email address registered to your Betty account, and include:

• your account username, but never your password;
• a short description of what happened and what you expected instead;
• the date and approximate time, with the time zone if you were outside Ontario;
• the amount and payment method, for questions about deposits or withdrawals;
• the game name and round details, if the question is about a game;
• a screenshot of any error message.

If you were travelling when the problem happened, say where. A geolocation message looks different in Ontario than it does in Alberta, and knowing your location helps us find the cause faster.

Things we will never ask for

We will never ask for your password, your full card number or your online banking login, whether by email, in chat or anywhere else. If a message claiming to be from Betty asks for any of these, do not reply. Forward it to our help desk so we can warn other players.

Common topics

Withdrawals

Interac withdrawals normally arrive within 15 minutes of approval, and online bank transfers take 1 to 3 business days. If your withdrawal is taking longer, check first whether verification is complete: your first withdrawal needs a government photo ID and a proof of address from the last 3 months. If that is done and the money still has not arrived, contact us with the amount and the date of the request.

Verification documents

If we ask for documents, we tell you exactly which ones and how to send them. Clear photos are fine as long as all four corners are visible and the text can be read. Please do not send documents we have not asked for, since that only adds to what we hold about you.

Location messages

If the geolocation check blocks real-money play and you are in Ontario, the fix is often simple: turn on location services, switch off any VPN, or move to a stronger connection. If none of that works, chat with us and we will look at the details. If you are outside Ontario, the block is expected. Our regulatory information page explains what your account can do from each province.

Limits and breaks

Any request about a deposit limit, a time-out or self-exclusion is handled as a priority. You can also set these yourself; the steps are on our safer play page, along with helplines for every province we mention on this site.

Reply times

Live chat usually connects within a few minutes. Email always gets a reply within 24 hours. Some cases take longer to resolve, such as a payment that needs to be traced with a bank. When that happens, the first reply tells you what we are checking and when to expect the next update, so you are not left waiting in silence.

If you want to make a complaint

We treat a complaint as a chance to fix something we got wrong, and we would like to hear about it. The route is:

1. Write to our help desk and say clearly that it is a complaint. Include the details listed above and what outcome you would consider fair.
2. We acknowledge it, look into it, and send you a written answer. If you disagree, reply and ask for a review. A senior member of the team, who did not handle the first reply, looks at it again.
3. If you are an Ontario player and you are still not satisfied after our final answer, you can take the complaint to iGaming Ontario through its complaint process.

Keep copies of your messages and our replies. They make any later review quicker. Our account terms set out the rules that apply to your account, and it can help to check the relevant section before you write.

Players outside Ontario

You can contact us from anywhere. Players spending time in Quebec, British Columbia, Alberta, Manitoba or abroad get the same support for account questions, withdrawals, verification and safer play. We cannot open real-money play outside Ontario, since that follows from our registration, but everything else we can help with.

Language and tone

Support is provided in English. Write however you like: short, long, formal or casual. We read every message in full and answer the actual question rather than pasting a template. If our reply misses the point, tell us, and we will try again.