Responsible Gambling and Self-Exclusion Policy
1.1 The Ontario Lottery and Gaming Corporation Responsible Gambling and Self-Exclusion Policy (“Responsible Gambling and Self-Exclusion Policy”) describes the Responsible Gambling (“RG”) program and the features available to Players who have registered on OLG’s online gaming platform, OLG.ca.
This Responsible Gambling and Self-Exclusion Policy forms part of the Player Agreement – Terms and Conditions for Use for OLG.ca (“Player Agreement”). Capitalized terms that are not otherwise defined in this Responsible Gambling and Self-Exclusion Policy shall have the meanings ascribed to them in the Player Agreement. OLG may periodically update this Responsible Gambling and Self-Exclusion Policy and will notify Players of any changes, however, and Players are responsible for remaining familiar with the terms of this Responsible Gambling and Self-Exclusion Policy over time.
2. OLG’S RG PROGRAM
2.1. OLG’s RG program is built around OLG’s two primary RG goals of providing Players with tools, resources, and information that they need to:
2.1.1. Prevent gambling-related risk and harm; and
2.1.2. Mitigate gambling-related risk and harm.
2.2. OLG’s RG program aims to support the needs of individuals across the player spectrum, from Prospective Players and new Players, to Intending Players, to casual, serious-social, and at-risk Players, to those Players who may be harmfully involved. To meet these needs OLG’s RG program offers a range of player education resources, RG play management tools, and the Self-Exclusion program (detailed below).
2.3. At the same time, OLG recognizes that the choice whether or not to gamble ultimately rests with the individual Player, and that efforts to control Player behaviour are inconsistent with current RG best practices. OLG’s RG program therefore focuses on informing and supporting Players. This Responsible Gambling and Self-Exclusion Policy is not an acknowledgement of any obligation on behalf of OLG or its service providers to control, limit, prevent, or otherwise modify the gambling behaviour of Players, on OLG.ca or otherwise. Players at all times remain solely responsible for their gambling behaviours.
3. RG PLAY MANAGEMENT TOOLS AND RESOURCES ON OLG.CA
3.1. The RG resources and tools described in this Section 3 are available to Players on OLG.ca and aim to support a Player’s efforts to engage in positive play behaviours, as well as learn about and understand their own gambling activity, patterns, and behaviours. Players can configure and use the tools described below through the “My PlaySmart Tools” in their Player Account or they can contact Player Support for assistance.
3.2. Player Education and RG Information: Player Account pages include reference to PlaySmart.ca, OLG’s branded RG program. At PlaySmart.ca, both Players and members of the public can access a wide range of RG education materials which communicate important RG information with respect to Game information that promotes informed choices (e.g., rules of play, odds of winning/payout odds/return to player); gambling risks; and problem gambling help resources.
3.3. Mandatory Seven-Day Deposit Limit: Players are required to set a seven-day deposit limit prior to playing any Games on OLG.ca, between $15.00 and $9,999.00 (“Seven-Day Deposit Limit”). Within this context, “Seven-Days” refers to a rolling 168-hour period, calculated from the point of the first deposit.
Players can initiate a change to their Seven-Day Deposit Limit at any point through their Player Account. Seven-Day Deposit Limit decreases take effect immediately whereas a Seven-Day Deposit Limit increase will only take effect following a seven-day “cooling-off” period (calculated as a 168-hour period) to provide Players with opportunity to cancel the request after further consideration (“Cooling-Off Period”). Any change to a Player’s initiated Seven-Day Deposit Limit increase in which the revised amount is higher than the previous Seven-Day Deposit Limit resets the Cooling-Off Period.
3.4. Pay-to-Play Game Limits and Budgets: Players have the option to set a limit on the amount of Unutilized Funds that may be lost within a selected period of time on Pay-to-Play Games (“Loss Limits”). These Loss-Limits will restrict a Player from losing a total amount greater than their set Loss Limit for the given period of time.
3.4.1. With regard to such Loss-Limits:
Loss-Limits apply only to Pay-to-Play Games;
Loss-Limits are fixed (i.e., not rolling) daily, weekly, and monthly periods;
Players can initiate a change to their Loss-Limits(s) at any point through their Player Account;
Loss-Limit decreases take effect immediately; while Loss-Limit increases or removals take effect following a seven-day cooling-off period;
Any Loss-Limit increase which is made during the cooling-off period for a prior Loss-Limit increase will reset the cooling-off period;
For Pay-to-Play Game Loss-Limits, a Player’s losses are calculated as the total wager of Unutilized Funds minus the Player’s total Pay-to-Play Game win within the Player’s specified period of time;
Limits for Draw-Based Lottery Games Played Online and Pay-to-Play Games are independent of each other;
Bonus Funds wagered and lost do not contribute toward the calculation of losses; and
Players are not able to place a wager if a loss would result in the Loss-Limit being exceeded.
3.5. Draw-Based Lottery Games Played Online Spending Limits: Players have the option to set a limit on the amount of Unutilized Funds that may be spent on Draw-Based Lottery Games Played Online (“Lottery Spend Limits”). These Lottery-Spend Limits will restrict a Player from spending more than the amount they have set as their Lottery Spend Limit for the given period of time.
3.5.1. With regard to such Lottery Spend Limits:
Lottery Spend Limits apply only to Draw-Based Lottery Games Played Online;
Lottery Spend-Limits are fixed (i.e. not rolling) daily, weekly, and monthly periods;
Players can initiate a change to their Lottery Spend-Limit at any point through their Player Account;
Lottery Spend-Limit decreases take effect immediately; while Lottery Spend-Limit increases or removals take effect following a seven-day cooling-off period;
Any Lottery Spend-Limit increase which is made during the cooling-off period for a prior Lottery Spend-Limit increase will reset the cooling-off period;
Lottery Spend-Limits are calculated based on a Player’s spend of Unutilized Funds during their selected time period;
Bonus Funds wagered and lost do not contribute toward the calculation of a Lottery Spend-Limit; and
Prizes awarded to a Player from Draw-Based Lottery Game Played Online or Pay-to-Play Game will not result in a Player being permitted to exceed their selected Lottery Spend-Limit in their selected time period; and
A Player will not be permitted to purchase any Draw-Based Lottery Game Played Online if doing so would result in the Lottery Spend-Limit being exceeded.
3.6. Playing Time Reminders: Players have the option to set an automatic time reminder for themselves in relation to their online Pay-to-Play Games at a self-determined frequency at which point they will be notified via a pop-up message on their screen, advising them how long they have been playing (“Time Reminder").
3.6.1 With regard to such Time Reminders:
When a Player is notified that their set Time Reminder has been met, they will be provided the option to continue or discontinue playing;
If a Player elects to continue playing, they will be returned to their Game and the Time Reminder will reset;
If a Player elects to discontinue playing, their Pay-to-Play Game session will automatically end;
Players may initiate a change to their Time Reminder frequency at any time through their Player Account. Any increase to the frequency of the Time Reminder will take effect immediately; while any removal or decrease to the frequency of Time Reminders will take effect after a 24-hour cooling off period; and
Any Time Reminder increase which is made during the cooling-off period for a prior Time Reminder will reset the cooling-off period..
3.6.2. The time for the Time Reminder begins at first point, following a Player’s login to their Player Account, that the Player launches any Pay-to-Play Game. Time spent on a Pay-to-Play Game will be carried forward and idle time between games counts toward the accumulating time (including any time playing a Play-for-Free Game). The only point that the timer stops is when the Player logs out or is logged out of their Player Account.
3.6.3. If the set Time Reminder passes while a player is in a Pay-to-Play Game, a Player will receive the reminder in the Pay-to-Play Game. However, reminders only display to Players while in the Pay-to-Play Game; if a Player’s set reminder time passes while the player is browsing or idling outside of a Pay-to-Play Game, they will not receive the reminder at that moment, and may or may not receive the reminder once a new Game is subsequently launched, depending on the Game.
3.7. Breaks: A “Break” is intended to provide a Player with a temporary break in Game play for periods shorter than Self-Exclusion (“Break”).
3.7.1. Players can select from the following Break periods: (i) one day; (ii) one week; (iii) one month; (iv) two months; or (v) three months. Once a Player has selected their desired Break period and confirmed that they wish to initiate a Break, they will be immediately logged out of their Player Account. A Break has only ended once both the selected Break period has concluded and the Player subsequently logs into their Player Account.
3.7.2. A Player who is on a Break will be able to:
Subject to the terms and conditions of the Agreement, withdraw Unutilized Funds from their Player Account upon request to Player Support; and
Access and use those parts of OLG.ca that do not require a Player to log in to their Player Account.
3.7.3. A Player who is on a Break will not be able to:
Log in to their Player Account;
Deposit money with OLG for the purposes of funding the notional balance of their Player Account;
Play any Pay-for-Play Game or Draw-Based Game Played Online. When a Player is on a Break, all Future Game Transactions associated with his or her Player Account will be suspended (i.e. no purchase or other financial transaction in respect thereof that has not been completed at the time the Break is initiated will be completed) until the Break has ended (as described in Section 3.7.1);
With the exception of one day and one-week Breaks, receive marketing communications relating to OLG.ca which are sent by or on behalf of OLG (however, there may be instances where it is impossible for OLG to stop marketing communications that are already set for delivery); and
End the Break prior to the expiration of the selected Break period.
3.7.4. OLG may continue to communicate with a Player who is on a Break for purposes related to the administration of their Player Account, of OLG.ca, or other permitted or required reasons.
3.7.5. Upon the expiration of a Break, the restrictions described in Section 3.7.3 will only be removed upon the Player logging into their Player Account
3.8. Self-Assessment Test: Players may fill out a self-assessment test which is based on the nine-question Problem Gambling Severity Index (the “Self-Assessment Test”). Players have the ability to re-take the Self-Assessment Test at any point. The Self-Assessment Test is for informational purposes only and is not a clinical assessment of any kind. If a Player completes the Self-Assessment Test, those results will inform the Player’s risk profile described in Section 3.9.
3.9. Risk Profile: Players understand and agree that OLG.ca does engage in play tracking and analysis of any Player who signs up for a Player Account and, depending on Player activity, may generate a risk score for these Players. Players can access this risk profile information through their “My PlaySmart Tools.” The risk profile information referred to in this section is for informational purposes only and is not a clinical assessment of any kind.
3.9.1. Depending on a Player’s risk score, OLG may remove them from certain marketing communications, eliminate or limit the ads that OLG serves to such Players, limit the Player’s notifications or communications regarding Bonus Fund Offers, and otherwise tailor Player communications for RG purposes.
3.10. Player History: Players have access to a summary of their transactions (including deposit, purchase, and withdrawal history, log-in history, and game play history) through their Player Account. For more extensive history, players can contact Player Support.
4. SELF-EXCLUSION FROM OLG.CA
4.1. “Self-Exclusion” is a program that assists people to take steps to control or cease their gambling behaviour on OLG.ca. The Self-Exclusion program is designed to support those individuals who have made a personal decision to reduce or eliminate their gambling on OLG.ca. An individual who has registered for Self-Exclusion from gambling on OLG.ca, and whose term of self-exclusion is still active, is referred to as a "Self-Excluded Individual".
4.2. A Player who is self-excluded from land-based gambling sites that are conducted and managed by OLG is ineligible to register an account with OLG.ca or, if the Player already has a Player Account, to retain or log-in to his or her Player Account (in which case the Player will be deemed to be a Self-Excluded Individual and his or her Player Account will be deactivated).
4.3. A Player who registers for Self-Exclusion from OLG.ca is not automatically excluded from gambling at land-based gambling sites that are conducted and managed by OLG. However, at the time of registration for Self-Exclusion from gambling on OLG.ca, the individual will be provided with access to information pertaining to Self-Exclusion for these land-based gambling sites and how and where to register for the program.
4.4. Becoming a Self-Excluded Individual for OLG.ca
4.4.1. A Player who has previously registered for a Player Account may choose to enter the Self-Exclusion Program by registering online on the OLG.ca website, by accessing “Self-Exclusion” in the “My PlaySmart Tools” located in the Player Account dropdown menu.
4.4.2. If an individual Self-Excludes from a land-based gambling site conducted and managed by OLG, they are ineligible to sign up for a Player Account on OLG.ca. OLG will make reasonable efforts to ensure that a Player who self-excludes from a land-based gambling site conducted and managed by OLG will have their Player Account suspended. OLG will be unable to do so to the extent that personal information provided by the Player is inconsistent between land-based gambling site(s) and OLG.ca.
4.4.3. Registered Players may choose to seek the support of the OLG Support Centre at 1-800-387-0098 in registering for Self-Exclusion. In these situations, the customer service representative will assist the individual with the online Self-Exclusion registration process.
4.4.4. A Player may choose to become a Self-Excluded Individual for any of the following periods of time: (i) six months; (ii) one year; (iii) two years; (iv) three years; (v) four years; or (vi) five years.
4.4.5. If a Player wishes to renew their selected Self-Exclusion term once it has expired or to extend the period prior to the expiry date, a Player must contact OLG Support Centre at 1-800-387-0098.
4.5. Effect of a Player Self-Excluding
4.5.1. OLG will record a Self-Excluded Individual's registration in the Self-Exclusion program in the Player Account, and the Self-Excluded Individual will not be permitted to log-in to his or her Player Account.
4.5.2. OLG will return to the Self-Excluded Individual the balance of Unutilized Funds that exists at the time of Self-Exclusion, in accordance with OLG policies and this Agreement. All Bonus Funds associated with the Player Account of a Self-Excluded Individual will be cancelled.
4.5.3. Completed ticket purchases for Draw-Based Lottery Games Played Online will not be refunded. In the event that a ticket for a Draw-Based Lottery Game Played Online purchased prior to registering in the Self-Exclusion program is determined to be a winning ticket, any Prizes associated with that ticket will be paid in accordance with OLG prize claim policies and procedures. All Future Game Transactions associated with a Self-Excluded Individual's Player Account will be cancelled.
4.6. Self-Excluded Individual’s Return to Play
4.6.1. Provided a Player has not extended their term of Self-Exclusion, when a Player’s selected term of Self-Exclusion expires, they will no longer be considered Self-Excluded and will be removed from the Self-Exclusion program.
4.6.2. If a Player wishes to resume gaming on OLG.ca after their selected term has expired and the Player has been removed from the Self-Exclusion program, the Player will need to contact OLG Support Centre at 1-800-387-0098 to re-activate their OLG Internet Gaming account.
4.6.3. Players that initiated Self-Exclusion prior to the Effective Date of this Responsible Gambling and Self-Exclusion Policy will remain on the Self-Excluded status until they contact OLG Support Centre at 1-800-387-0098.
POLICY EFFECTIVE DATE: October 5, 2020