Contact Us

This form and your gambling safety

Your use of this contact form changes nothing about the support that exists for you if gambling stops being a source of enjoyment. The form is for questions about Cookie’s games, payments or account settings — not for moments of distress. If you feel your play is becoming a problem, close this page and reach out to a responsible-gambling organisation in your province instead. Those services are confidential, free and staffed by people trained to help you, and they do not require you to identify yourself through this website at all.

Language and how the team reads you

This team reads and replies in English and French, so you can write in either language and expect a proper answer. Every message is treated as part of your private correspondence with the site; the team will not share the content of your message with anyone outside the support process. What you send through this form is read only by the staff who need to see it to resolve your issue, and it is retained only as long as necessary to handle your request and to meet any record-keeping duty that applies.

What you must never send here

This form is not a secure channel for sensitive data, and no message you send through it is ever the right place for your financial details. Never include your full card number, your bank account information, your password, your security answers or a scan of any identity document in a message you submit here. The team will never ask you for those items through this form, and any request that appears to come from the site asking for them should be treated as fraudulent. If you believe you have already sent such information by mistake, contact your payment provider and change your account credentials without delay. Routine questions about a bonus, a game rule or a withdrawal status need none of that material, and you should keep your message limited to the facts needed to identify your account and your issue.

Where to turn instead of this form

If your concern is about your own gambling behaviour, your self-exclusion status or your ability to stop playing, the contact form is the wrong destination. Those conversations belong with the support services that exist for exactly that purpose, and they are independent of Cookie. If you are under the legal gambling age in your province, you must not use this site at all, and you should say so rather than hide it. For anyone else in difficulty, the responsible-gambling lines in your province are the first call to make; they operate apart from this website and can act on your behalf without you ever needing to explain yourself to the casino team. Seek that help before you consider any further deposit or wager, and remember that taking a break from play is always available to you regardless of what this form can do.