Contact Us

Reading the reply

When a message arrives in a language the team does not read, the answer is slower and more likely to miss the point. Planet 7 staff read and reply in English, so a note written in English reaches them directly and gets a response that matches the question. A message in any other language may still be answered, but the exchange will take longer and the nuance of the original question can be lost in translation.

Keep the message in English. That is the one step that removes the largest delay from the start.

What never belongs in a message

The contact form is not a secure channel. Anyone who can intercept the transmission, read the server logs or gain access to the mailbox can see what was sent. That puts financial details, passwords and document scans at risk of reaching the wrong hands.

• Never send a card number, a bank-account number or a payment-service login.
• Never send a password, a PIN or a security answer.
• Never send a scan of a passport, a driver's licence or a utility bill.

If the casino needs proof of identity, it will ask for it through its own secure upload procedure, which encrypts the file in transit and stores it under access controls. The contact form has no such protection. When a document must be provided, use the channel the casino designates for that purpose, not the form.

When gambling stops being manageable

If the reason for writing is that play has moved past entertainment, the contact form is the wrong place to start. The casino's own responsible-gambling tools remain the first option: deposit limits, session reminders, time-out and self-exclusion are available directly from the account. Those controls act immediately and do not depend on a reply.

For a conversation with someone outside the casino, the better step is a dedicated gambling-support service. Such organisations operate in Canada, offer free and confidential help, and do not require a casino account to be contacted. Their counsellors are trained to work with the specific pressures of disordered play, and they will not push a player back toward the game. The contact form cannot do any of that, and it should not be asked to.

The form exists for questions about the account, the games and the terms of play. It is not a crisis line, and treating it as one only delays the help that actually works.

Before sending

Re-read the message once with the security rule in mind. If it contains a number that looks like a credential, a figure that belongs to a bank statement or a file name that ends in a document scan, remove it before pressing send. The team can resolve almost any issue with a clear description of the problem and the account name alone; no sensitive material is required for that.

Expect a reply in due course, not instantly. The team works through messages in order of arrival, and a well-written note in English with no attachments will move through that queue faster than a fragmented one. If the matter is urgent, the account tools or the self-exclusion options are the immediate route, and they remain available at any hour.