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Customer Support and Communication Guide

Eagle River Casino Travel Plaza is committed to providing exceptional customer support and assistance to our valued guests. We understand the importance of effective communication, and we have put together this comprehensive guide to help you navigate our various support channels.

Contacting Us

If you need immediate assistance or have a question regarding one of our services, please do not hesitate to contact us using one of the following methods:

Phone: Our guest services team is available to assist with any inquiries during casino operating hours.
In-person: Visit our Guest Services desk located near the main entrance of the casino.

Support Hours and Availability

Our support channels are available Monday through Sunday, from 10:00 a.m. until midnight on Sundays to Thursdays, and 10:00 a.m. to 2:00 a.m. on Fridays and Saturdays. Please note that our staff may not be available at all times during these hours due to operational demands.

Support Channels

We offer various support channels to ensure you can get help in the way that is most convenient for you:

Phone: Our guest services team is available to assist with any inquiries or concerns.
Email: While we do not have a dedicated email address, you may submit your inquiry using our contact form on our website, and one of our support staff will respond within four business hours.

Help Centre and FAQ Access

We also recommend visiting our Help Centre for answers to frequently asked questions (FAQs) about our services, policies, and procedures. You can access the Help Centre by clicking on the link at the top right corner of our website.

Responsible Gambling Assistance

If you or someone you know is struggling with problem gambling, we offer a range of responsible gaming tools and resources to help manage your play:

Daily spending limits: Our Eagle Rewards team can assist in setting up daily spending limits for our guests.
Timed play reminders: Electronic Gaming Machines display timely reminders every 60 minutes to ensure players maintain control over their play.

Technical Support

For technical issues or assistance with gaming systems, please contact our technical support team using the same phone number and email channels mentioned above. Our staff will be happy to assist you in troubleshooting any problems you may encounter.

Complaints and Dispute Resolution

In the unlikely event of a dispute or issue that requires escalation, we have established procedures for handling these situations:

Please contact our Guest Services team who will work with you to resolve the matter.
If your concern is not resolved at this level, please do not hesitate to contact us again so we can provide further support.

Response Expectations

We strive to respond to all inquiries and messages within four business hours. However, during peak periods or in cases of high volume, it may take a little longer for our team to get back to you. We appreciate your understanding and patience as we work to resolve any issues.

By choosing the right support channel for your needs, you can ensure that your issue is handled promptly and efficiently by one of our dedicated support staff members.

General Information

For general inquiries or questions about our services, policies, or procedures, please refer to our Help Centre first. Our website also contains a comprehensive library of information on how to access various resources and tools designed to make your experience with us as enjoyable and convenient as possible.

Remember that responsible gambling practices are encouraged at all times. If you need further assistance or guidance regarding problem gaming, we encourage you to visit our Help Centre for additional resources and support services.

We look forward to assisting you in any way we can!