Support & Help

Contact Zinx

Last updated: 1 May 2026

Our support team is online 24 hours a day, 7 days a week. Live chat is the fastest channel for account questions; email is the right place for anything you would like in writing — including bonus disputes, KYC, payment issues and complaints. We answer in English and (for QC-registered players) in French during the hours noted below.

1Customer Support Channels

Pick the channel that suits your question. All three reach the same team.

Channel	Availability	Typical response
💬 Live Chat (in-account & footer widget)	24 / 7	Under 2 minutes
✉ Email — [email protected]	24 / 7	Under 24 hours
📞 Phone (VIP players only)	09:00 – 22:00 ET, daily	Immediate
🇫🇷 French live chat & email	09:00 – 23:00 ET, daily	Same as English channels

2Specialised Departments

For the fastest resolution, write directly to the department that handles your question. We monitor every mailbox below 24/7.

General Support [email protected]: Account access, gameplay questions, technical issues, language preferences.
VIP Programme [email protected]: VIP onboarding, dedicated manager assignments, custom limits, exclusive offers.
Payments & Cashier [email protected]: Deposit problems, withdrawal timings, payment-method changes, currency conversion queries.
KYC & Verification [email protected]: Document submission, source-of-funds queries, account-status checks during verification.
Complaints & Disputes [email protected]: Formal complaints, escalation from front-line support, requests for senior-management review.
Privacy / Data Protection Officer [email protected]: Data-access requests, deletion, Loi 25 / PIPEDA questions, breach reports.
Responsible Gaming [email protected]: Self-exclusion outside the in-account flow, third-party concerns about a player, helpline referrals.
Press & Media [email protected]: Media enquiries, interview requests, statements.
Business & Partnerships [email protected]: Game-provider integrations, payment-partner enquiries, B2B opportunities.
Affiliate Programme [email protected]: New affiliate sign-up, commission queries, creative requests.
Legal [email protected]: Formal legal notices, regulatory correspondence, intellectual-property issues.

3How to File a Complaint

We take complaints seriously and aim to resolve every concern through the structured process below. Each stage has a target response time so you always know when to expect a reply.

Stage 1 — Customer Support. Open a ticket through live chat or by emailing [email protected]. Include the Account email, the date and reference of any disputed transaction, and a clear description of the issue. We aim to resolve at this stage within 7 days.
Stage 2 — Senior Management Review. If you are not satisfied with the response from Stage 1, escalate to [email protected] with the original ticket reference. Senior management will issue a final position within 14 days.
Stage 3 — Independent ADR. If you remain dissatisfied, you may refer the complaint at no cost to an independent Alternative Dispute Resolution body: eCOGRA at ecogra.org for casino disputes, or IBAS at ibas-uk.com for sportsbook disputes.
Stage 4 — Regulator. You can also raise the matter directly with the Kahnawake Gaming Commission at gamingcommission.ca. For privacy-related complaints, the federal authority is the Office of the Privacy Commissioner of Canada at priv.gc.ca.

4Responsible Gaming Contact

If you are concerned about your own gambling or that of someone close to you, please reach out — confidentially and without judgement.

Zinx Responsible Gaming team — [email protected] — answered 24/7.

ConnexOntario — confidential, free, available 24/7:

📞 1-866-531-2600 · 📲 Text CONNEX to 247247

For provincial helplines, the resources table on our Responsible Gaming page covers AGLC GameSense (AB), BCLC GameSense (BC), the Manitoba Gambling Help Line, Loto-Québec Mise raisonnable (QC) and Atlantic Lottery Game Wise (NB, NS, NL, PE).

5Business & Corporate Information

Zinx Casino is operated by Canadix Limited and licensed by the Kahnawake Gaming Commission.

Legal entity: Canadix Limited
Registration number: CA-2022-NV-841073
Licensing authority: Kahnawake Gaming Commission (KGC)
Licence number: KGC-LIC-CAN-2026
Registered address: Mohawk Internet Technologies, 1 Bayou Road, Kahnawake, Mohawk Territory, QC J0L 1B0, Canada
VAT / tax ID: Not VAT registered (Kahnawake)
Operating website: zinx.com

6Office Hours & Time Zones

All scheduled hours on this page are stated in Eastern Time (ET), which we use as our reference because most Canadian players sit between Eastern and Pacific. 24/7 channels (live chat, support@, payments@, kyc@) are unaffected by the schedule and are answered around the clock. The Zinx office does not host walk-in customer service — please use the channels above.

Follow Zinx for promotions, product news and event coverage. Note that customer-support requests are not handled through social DMs — please use the official channels above for anything account-related.

8Frequently Asked Questions

How do I escalate a complaint that wasn't resolved?

Email [email protected] with your Account email, the original support-ticket reference, and a clear description of the outstanding issue. After internal review, you may also escalate at no cost to eCOGRA, IBAS, or directly to the Kahnawake Gaming Commission. The full step-by-step path is in section 3.

Can I visit your office in person?

Our offices do not host walk-in customer service. All account, payment and verification matters are handled through the channels above — live chat is the fastest way to reach us.

What's the fastest way to reach support?

Live chat is staffed 24/7 and typically responds within 2 minutes. Email [email protected] is the right channel for issues you want in writing — for example, formal complaints, large-withdrawal queries, or anything you may want to reference later.

Do you offer customer support in French?

Yes — French support is available via live chat and email between 09:00 and 23:00 ET daily. Outside these hours your message will be answered by our English team. For Quebec residents, our Responsible Gaming resources also point to Loto-Québec Mise raisonnable, which provides French-language helpline coverage.

How do I report a technical issue or bug?

Email [email protected] with screenshots, your device and browser, and the time the issue occurred. If the problem affects gameplay or payments, our team will route it to engineering immediately and we will keep you updated until resolution.

How do I contact the Data Protection Officer?

Email [email protected]. Our DPO handles all PIPEDA, Loi 25 and PIPA requests, including data access, correction, deletion and complaint escalation. Standard response time is up to 30 days, per PIPEDA practice.