- Overview
This document sets out the official contact information and procedures by which guests, members of the public, media representatives, and other parties may direct inquiries to Cascades Casino Langley. All communication channels listed here are intended to be used only for the purposes described in each section. Use of incorrect channels may result in delayed or absent responses.
Cascades Casino Langley is a land-based gaming and entertainment property located in British Columbia, Canada. All inquiries directed to the property must be submitted through the appropriate channel as identified below.
- General Guest Inquiries
Guests with questions regarding property access, facility services, hours of operation, or general information about Cascades Casino Langley should use the general inquiry contact channel.
For an accurate and timely response, the following information should be included in a general inquiry:
- Full name
- Nature of the inquiry
- Preferred method of response (telephone or email)
- Contact details corresponding to the preferred method
Inquiries submitted without sufficient identifying or contact information may not receive a response. No response time is guaranteed for general inquiries submitted outside of standard business hours.
- Loyalty Program and Account Inquiries
Guests who hold a membership in a loyalty or rewards program associated with Cascades Casino Langley and who have questions regarding account status, point balances, redemption procedures, or membership tier must direct such inquiries to the designated loyalty support channel. Account-specific inquiries are not handled through general inquiry channels.
To verify identity for a loyalty account inquiry, the following information is required:
- Full registered name
- Membership or account number
- Date of birth
- Registered contact information on file
Cascades Casino Langley reserves the right to request additional documentation to verify account ownership before disclosing or modifying any account information.
- Media and Corporate Inquiries
Requests from media representatives, journalists, production companies, or other parties seeking information for publication, broadcast, or commercial use must be directed to the designated media contact.
Requests for filming permits, photography access, or press credentials on the property of Cascades Casino Langley are subject to prior written approval.
Media inquiries submitted through general guest channels will not be processed. Cascades Casino Langley does not provide comment or confirmation of information to media through informal or unverified channels.
- Complaints and Dispute Resolution
Guests who wish to submit a formal complaint regarding an experience at Cascades Casino Langley must do so through the official complaints procedure.
Verbal complaints made on-site will be acknowledged by staff and may be escalated to a duty manager in accordance with internal procedures. Written complaints submitted through the designated channel will receive a written response within the timeframe specified by the property’s internal complaints handling policy.
Any written complaint must include:
- Full name and contact details
- Date and time of the incident
- Description of the matter in dispute
- Any reference numbers or documentation relevant to the complaint
Cascades Casino Langley does not accept complaints submitted anonymously for the purpose of formal resolution. Anonymous feedback may be submitted, but it will not result in a formal response or a documented outcome.
- Responsible Gambling Support Contacts
Cascades Casino Langley provides access to responsible gambling resources for guests. Individuals who are concerned about their own gambling behaviour or that of another person are encouraged to contact the following verified services available to residents of British Columbia and Canada:
British Columbia Problem Gambling Help Line: 1-888-795-6111
Toll-free, confidential support and referral services for individuals affected by problem gambling in British Columbia.ConnexOntario Help Line: 1-866-531-2600
Available to residents of Ontario seeking mental health, addictions, and problem gambling support and referrals.BetGuard Customer Care Line: 1-833-776-7171
Centralized self-exclusion tool operated by iGaming Ontario. No player account is required to access this service.Gambling Therapy
A free global online service providing practical advice and emotional support for individuals affected by problem gambling. This service is accessible online and is not affiliated with Cascades Casino Langley.
Guests who wish to discuss self-exclusion options directly with Cascades Casino Langley staff may do so by speaking with a member of the responsible gambling team on-site or by contacting the property through the general inquiry channel and specifying the nature of the request.
- Physical Location
Cascades Casino Langley is located in Langley, British Columbia, Canada. Guests requiring the precise civic address for correspondence, navigation, or legal documentation are advised to confirm the current address through the official property website or by contacting the property directly, as address details may be subject to change.
- Accuracy of Contact Information
Cascades Casino Langley periodically reviews and updates the contact information contained in this document. Guests are advised to verify contact details at the time of use. Information obtained from third-party sources, directories, or unofficial websites may not reflect current contact details and should not be relied upon for formal or time-sensitive communications.
- Data Handling for Submitted Inquiries
Personal information submitted through any contact channel operated by or on behalf of Cascades Casino Langley is collected for the sole purpose of responding to the submitted inquiry or complaint. Such information is handled in accordance with applicable Canadian privacy legislation, including the Personal Information Protection Act of British Columbia.
Personal information will not be disclosed to third parties except where required by law or where necessary to process the inquiry.
Guests who wish to request access to personal information held by Cascades Casino Langley, or who wish to request correction of such information, may submit a written request through the general inquiry channel, specifying the nature of the data access or correction request.