This document includes only the Registrar’s Standards for Gaming, applicable to Casinos and cGaming. This document should be considered separate from the Registrar’s Standards for Gaming: Lottery Sector (as that document includes only Standards applicable to the Lottery Sector) and from the Registrar’s Standards for Internet Gaming (as that document is made up of Standards only applicable to the igaming sector).

The January 2022 version of the Registrar’s Standards for Gaming is replaced and superseded by this document.

The “Standards and Requirements” covered in sections 1 through 6 apply to the casino and cGaming sectors and are divided into the six (6) identified risk themes, under which theme-specific Standard and Requirements are provided. The six (6) identified risk themes which make up the “Common Standards and Requirements” include:

1. Entity
2. Responsible Gambling
3. Prohibiting Access to Designated Groups
4. Ensuring Game Integrity and Player Awareness
5. Public Safety and Protection of Assets
6. Minimizing Unlawful Activity Related to Gaming.

Requirements

For certain Standards, further and more explicit direction is provided through one or more specific “Requirements”. These Requirements establish the minimum obligations a registrant must achieve to fulfill the corresponding Standard.

Guidance

Included as part of a number of the Standards and Requirements is a corresponding section which provides regulatory guidance specific to the given standard or requirement. Guidance serves to provide registrants with greater clarity as to the purpose or intent behind a given Standard or Requirement. If, in the future additional guidance is necessary, the AGCO plans to work in collaboration with industry and other key stakeholders, when necessary, to facilitate compliance, ease of application and to ensure a consistent and shared understanding as to the meaning and intent of the Standards and Requirements.

Under the Gaming Control Act, 1992 (GCA) and Regulation 78/12, the Registrar is authorized to establish risk-based standards to regulate Ontario’s gaming sector. The objective of a standards-based regulatory model is to shift the focus from requiring registrants to comply with a specific set of rules or processes, which tend to be prescriptive in nature, towards the broader regulatory outcomes or objectives they are expected to achieve. These regulatory outcomes are reflected in the “Standards” established herein.

In most cases, these Standards are drafted at a high level of generality, with the aim being to capture the purpose behind the rule. This offers greater flexibility for regulated entities to determine the most efficient and effective way of meeting the outcomes required, which in turn helps reduce regulatory burden and support market innovation. Further, the flexibility inherent in a Standards-Based model allows the Alcohol and Gaming Commission of Ontario (AGCO) to focus its resources on key risks and to deliver a modernized approach to gaming regulation in a rapidly evolving industry.

The Standards were developed based on a comprehensive risk assessment conducted in consultation with key stakeholders, including the Ontario Lottery and Gaming Corporation (OLG), and social responsibility groups. The resulting risk themes are outlined in the next section and the risk inventory is attached as Appendix A. Going forward, risk assessments will be conducted periodically to ensure that the Standards continue to be relevant, and that the highest standards of integrity for gaming in Ontario are maintained.

The AGCO recognizes that Casino Operators may offer sport and event betting. The AGCO has taken an integrated approach where the standards and requirements for sport and event betting are embedded within the Registrar’s Standards for Gaming. This integrated structure means that the Registrar’s Standards for Gaming will generally apply to sport and event betting. The standards and requirements apply to all sports, esports, novelty, betting exchange, and fantasy sports products, and includes various bet types such as single-event, in-game, pool, parlay, and exchange bets. Betting on virtual sports is not a type of sport and event betting, thus standards specific to sport and event betting do not apply.

OLG, Operators, gaming-related suppliers and gaming assistants are required to comply with the GCA and Regulation 78/12. Specifically, Sections 3.8 and 3.9 of the GCA require registrants, employees and other persons retained by OLG to comply with the Standards and Requirements established by the Registrar. The GCA provides the Registrar with the authority to establish Standards and Requirements for the conduct, management and operation of gaming sites, lottery schemes or businesses related to a gaming site or a lottery scheme or for related goods or services.

Standards and Requirements established by the Registrar will apply to OLG and to all Casino and cGaming Operators in Ontario. Additionally, certain Standards and Requirements also apply to registered gaming-related suppliers and gaming assistants.

Specifically, the Standards and Requirements concerning registrants other than OLG and Casino and cGaming Operators are included below.

• Gaming-Related Suppliers:
  • 1.1, 1.2, 1.3, 1.4, 1.5, 1.6, 1.7, 1.9, 1.10, 1.11, 1.12, 1.14, 1.15, 1.16, 1.17, 1.18, 1.22, 1.24, 1.25, 1.26, 1.27, 1.28, 1.29, 1.30, 1.31, 1.32, 1.33, 1.34, 1.35, 1.37, 1.38, 1.39, 1.41, 1.42, 1.43, 1.44, 1.45, 1.46.
  • 2.4, 2.8, 2.8.1, 2.8.2, 2.8.3, 2.11, 2.11.1.
  • 4.2, 4.3, 4.5, 4.6, 4.7, 4.8, 4.10, 4.10.1, 4.11, 4.11.1, 4.11.2, 4.11.3, 4.11.4, 4.13, 4.18, 4.19.
  • 5.2, 5.8.
• Registered Non-Gaming-Related Suppliers and Trade Unions:
  • 1.1, 1.46.
• Registered gaming assistants:
  • 1.4, 1.6, 1.46.

The Registrar may direct any registered supplier or registered gaming assistant to comply with any additional Standards and Requirements, as considered necessary to enhance and preserve the integrity of and public confidence in gaming in Ontario. The Registrar may also propose additional terms of registration specific to an Operator or other registrant to give effect to the purposes of the GCA.

These Standards and Requirements will not apply to lottery schemes conducted and managed by charitable organizations in accordance with section 207(1)(b) of the Criminal Code (Canada) or to suppliers, gaming assistants or other persons engaged in such lottery schemes. Existing standards, policies and terms and conditions will continue to apply to such lottery schemes, until such time as the Registrar determines.

An Operator’s control environment and operating principles form an integral part of the standards-based framework. This section includes information from the Registrar to help guide Operators in the development and implementation of their control environment, as well as to establish key operating principles from a forward-looking industry perspective.

Control Environment

1. Operators will have appropriate and effective control activities in place to meet the Standards and Requirements.
2. Operators will develop control activities based on the regulatory risks identified by the AGCO, taking into account how these risks apply or could manifest at their particular gaming site. The AGCO recognizes that control environments will vary across gaming sites based on their specific risk profile and the context in which they carry on business (e.g. urban casino versus rural bingo hall).
3. Operators will use control activities that can be audited or periodically reviewed for compliance with the Standards and Requirements, and will use systems-based solutions where appropriate.
4. In developing their control environment, Operators will consider the Standards and Requirements in their entirety, as one control activity may be used to mitigate the risks associated with multiple Standards and Requirements.
5. Operators shall develop an implementation and compliance plan for review by the Registrar prior to transitioning to a standards-based framework. An Operator’s plan must cover at a minimum the following elements: its process for developing control activities, including any industry standards or good practices it utilizes as part of its compliance framework; its corporate governance structure; the roles and activities of its internal and external auditors; and the timing for each phase of implementation and anticipated full implementation date.

Utilize Established Effective Practices

6. Operators are encouraged to adopt industry standards, good practices and governance frameworks established by relevant standards-setting and standards-administering institutes and bodies to support an efficient and effective compliance framework. Similarly, Operators are encouraged to obtain certifications and accreditation, over time, to support continuous improvement of their operations and to contribute a degree of independent validation to their control environment and its design effectiveness.

Oversight and Audit

7. An Operator’s control activities must be reviewed by an independent oversight function for compliance with the Standards and Requirements. Independent oversight practices may vary by Operator depending on a number of factors, including the size, structure and complexity of the Operator’s organization. Whatever the case, the Registrar expects that there will be an appropriate role for both internal and external auditors in assessing the ongoing effectiveness and efficiency of internal controls.
8. In addition to reviewing controls for compliance with the Standards and Requirements, audits should also take into account whether controls are consistent with appropriate and relevant industry standards, good practices and governance frameworks.
9. Operators, gaming-related suppliers, and other registrants will facilitate any investigation conducted under the Gaming Control Act, 1992, and will grant appropriate access to AGCO OPP Casino Enforcement Unit and any individual with a certificate of appointment from the Registrar.

The Standards Interpretation Protocol has been established by the AGCO in order to provide registrants and entities participating in the OLG’s Modernization Initiative with a single point of contact for standards-related inquiries and to provide timely, consistent and well-reasoned responses to those inquiries. A dedicated email account has been established (Standards.Coordinator@agco.ca) for the receipt of inquiries.

 2.1 Advertising and marketing materials and communications shall not target underage or self-excluded persons to participate in lottery schemes and shall not include underage individuals.

Requirements – At a minimum, materials and communications shall not:

1. Be based on themes, or use language, intended to appeal primarily to minors.
2. Appear on billboards or other outdoor displays that are directly adjacent to schools or other primarily youth-oriented locations.
3. Contain cartoon figures, symbols, role models, and/or celebrity/entertainer endorsers whose primary appeal is to minors.
4. Use individuals who are, or appear to be, minors to promote gambling.
5. Appear in media and venues directed primarily to minors, or where most of the audience is reasonably expected to be minors.

2.2 Advertising and marketing materials and communications shall not be misleading.

Requirements – At a minimum, materials and communications shall not:

1. Imply that playing a lottery scheme is required in order to fulfill family or social obligations or solve personal problems.
2. Promote playing a lottery scheme as an alternative to employment, as a financial investment, or as a requirement for financial security
3. Contain endorsements by well-known personalities that suggest that playing lottery schemes has contributed to their success.
4. Encourage play as a means of recovering past gambling or other financial losses.
5. Be designed so as to make false promises or present winning as the probable outcome.
6. Imply that chances of winning increase:
   
   1. The longer one plays;
   2. The more one spends; or
   3. Suggest that skill can influence the outcome (for games where skill is not a factor).

2.2.1   Advertising and marketing materials that communicate gambling inducements, bonuses and credits related to sport and event betting are prohibited, except in the following:  

1. on operator websites, including the landing page;   
2. the gaming site;   
3. signage inside the premises, on the property on which the premises are situated, or immediately adjacent to the premises; or  
4. through direct advertising and marketing, after receiving active player consent.  

Guidance:   

• This standard does not prohibit the use of inducements, bonuses and credits.   
• Except as outlined in the Standard, all public advertising of gambling inducements, bonuses and credits related to sport and event betting is otherwise prohibited, including targeted advertising and algorithm-based ads.   
• Direct marketing and advertising includes but is not limited to direct messaging via social media, emails, texts, and phone calls.   

2.2.2   Permitted advertising and marketing materials that communicate gambling inducements, bonuses and credits must, at a minimum:  

• Disclose all material conditions and limitations of the offer at its first presentation.
• Not be described as free unless the inducement, bonus or credit is free. If the player has to risk or lose their own money or if there are conditions attached to their own money, the offer must disclose those terms and may not be described as free.
• Not be described as risk-free if the player needs to incur any loss or risk their own money to use or withdraw winnings from the risk-free bet.   

2.2.3   Players must be provided an opt-in process whereby they actively consent to receiving any direct advertising and marketing of inducements, bonuses and credits, and must be provided a method to withdraw their consent at any time, where such marketing and advertising materials are available.  

Guidance:   

• Direct marketing and advertising includes but is not limited to: direct messaging via social media, emails, texts, and phone calls.   

2.3 Information about the risks of gambling and where to obtain additional information or assistance shall be made readily available to all patrons.

Requirements – At a minimum:

1. Responsible gambling materials and information about obtaining help, including the number for Connex Ontario, shall be available, visible and accessible to all patrons.
2. Information about setting betting limits, if applicable, shall be made available to all patrons.
3. Information about self-exclusion programs shall be available, visible and accessible to all patrons.
4. Advertising and marketing materials shall, where effective, contain a responsible gambling message.
5. All information related to responsible gambling shall be regularly and periodically reviewed and updated to ensure that it is accurate, up to date and in line with industry good practice.

2.4 Patrons shall be provided with meaningful and accurate information to enable them to make informed choices.

Requirements – At a minimum:

1. Meaningful and accurate information on the rules of play shall be clearly stated and made available to patrons.
2. Meaningful and accurate information on the odds of winning, payout odds or returns to patrons shall be clearly stated and made available to patrons.

3. Odds in sport and event betting sometimes change prior to or during an event. Changes in odds must be updated and publicly available to all players. This is not intended to entitle a player who has previously placed a bet to receive new odds on that bet.

4. For games that include progressive awards, Operators shall provide notice to patrons of the disposition of accumulated progressive prizes prior to a progressive game being converted or removed.
5. For live table games, game specific minimum and maximum wagers shall be clearly posted and visible to patrons playing the game (applicable to Casinos only).
6. For sport and event betting, provide any other information on elements that will affect play or results (e.g., the method of placing bets).
7. Cash out options and how to redeem winning bets in sport and event betting.

2.5 Support shall be provided to persons showing signs of potentially problematic gambling behavior.

Requirements – At a minimum:

1. All employees who interact with players shall receive training in a Registrar-approved program designed to identify and respond appropriately to players who may be showing signs of problem gambling.
2. Players shall be provided with easily accessible contact information of at least one organization dedicated to treating and assisting problem gamblers.
3. OLG shall develop and enforce responsible gambling policies, procedures and training, ensure they are available, kept up to date and relevant, and that the Operator complies with them.
4. Responsible gambling policies shall be reviewed periodically for effectiveness.

2.6 OLG shall provide a common voluntary self-exclusion program.

Requirements – At a minimum:

1. At the time of signing up for self-exclusion, individuals shall have the option to be excluded from any or all gaming sectors (e.g. Casino, cGaming).
2. Despite requirement 1, if a player self-excludes from a Casino, the player is not eligible to gamble on OLG’s iGaming site for the duration of the self-exclusion period.
3. Individuals shall have the option to sign up for the self-exclusion program at gaming sites or at an off-site location.
4. Self-exclusions shall have a clearly defined term length.
5. Operators shall take active steps to identify, and if required, remove self-excluded persons from the gaming site when they are found to be in breach of their self-exclusion agreement.

   Guidance: OLG’s self-exclusion program may be executed in each of the gamingsectors using different processes and technologies to reflect the distinct operational circumstances of that sector.

​2.7 Individuals who have decided to voluntarily self-exclude shall be removed from mailing lists and shall not receive incentives or promotions for any products and services during the period of self-exclusion.

2.8 Game designs and features shall be clear and shall not mislead the player. This Standard does not apply to sport and event betting products.

Requirements – At a minimum:

1. Where a game simulates a physical device, the theoretical probabilities and visual representation of the game shall correspond to the features and actions of the physical device, unless otherwise disclosed to the player.
2. Game design shall not give the player the perception that speed of play or skill affects the outcome of the game when it does not.
3. After the selection of game outcome, the game shall not make a variable secondary decision which affects the result shown to the player. If the outcome is chosen that the game will lose then the game shall not substitute a particular type of loss to show to the player (i.e. near miss).
4. Where the game requires a pre-determined pattern (for example, hidden prizes on a map), the locations of the winning spots shall not change during play, except as provided for in the rules of play.
5. Games shall not display amounts or symbols that are unachievable.
6. Games shall not contain intentionally programmed subliminal messaging.
7. Where games involve reels:
   
   1. For single line games, jackpot symbols shall not appear in their entirety more than 12 times on average, adjacent to the pay-line, for every time they appear on the pay-line;
   2. For multi-line games, jackpot symbols shall not appear in their entirety more than 12 times, on average, not on any pay-line, for every time they appear on any pay-line.
8. Free-to-play games shall not misrepresent or mislead players as to the likelihood of winning or prize distribution of similar games played for money.
9. The denomination of each credit shall be clearly displayed on game screens.

2.8.1 The method of making bets in sport and event betting must be straightforward and understandable. Information must be made available so that the player is clearly informed of the details of the bet prior to making the bet. All selections in a bet must be made clear to the player.

Requirements – At a minimum:

1. Bets on multiple events (parlays) must be identified as parlays.
2. The player must be informed that a bet selected by the player has or has not been accepted.
3. Where the player has placed a bet and the odds, payout odds, or prices of the bet change prior to the bet being confirmed by the Operator, the player must have the option of confirming or withdrawing the bet (with refund of the bet). This requirement may not apply to an option for automatic acceptance of changes in bets described in Requirement 4 below.
4. Where the Operator offers an option of automatic acceptance of changes in bets, the player must manually opt in to activate this functionality and must be able to opt out at any time. The details of this auto-accept function and any options for the function must be clearly explained to the player prior to their consent to the application of the function.
5. The player must be informed of the period in which bets can be made on an event or series of events and bets cannot be placed after the close of the betting period.
6. Free to play sport and event betting games must not mislead players about the odds, payouts or any element of a bet for value available in sport and event betting.
7. All bets and payouts must be expressed in Canadian currency.

Guidance: This Standard is not intended to prohibit or preclude in-play betting.

2.8.2 Players must be able to access information regarding available sport and event bets without having to place a bet. This information includes:

1. Information on the bets available;
2. Odds, payouts and prices for available bets;
3. In a dynamic betting environment, including those where individuals’ wagers are gathered into pools:
   • The most up-to-date odds and payouts;
   • The up-to-date total value of the pool for market pools and pool bets that are offered.

2.8.3 Reputable and legitimate data source(s) must be used to determine the outcome of a bet. These data source(s) shall be made available to the player upon request.

2.8.4 In sport and event betting, bets shall not be given a commonly accepted name, such as “moneyline”, if the bet does not operate as a player would reasonably expect.

2.9 Free-to-play games shall provide the same responsible gambling and player protection information as games played for money.

2.10 Removed, July 2019.

2.11 Games shall not encourage players to chase their losses, or increase the amount they have decided to gamble, or continue to gamble after they have indicated that they want to stop.

2.11.1 Where an account is used, no player’s account is permitted to have a negative funds balance. A player’s account with a negative funds balance must be suspended and no transactions permitted after the negative funds balance arises. No transaction is permitted until the negative funds balance is eliminated. No bet will be accepted that could result in a negative funds balance.

Guidance: This Standard is not intended to prohibit the resettlement of bets when reasonable and necessary.

2.12 Players shall have the means to track the passage of time.

2.13 Games that are located in gaming sites that are not age-restricted shall not appeal primarily to, nor be associated with, underage individuals.

2.14 Credit shall not be extended or lent to patrons to gamble (not applicable to Casinos).

2.15 Operators shall ensure that credit services provided to patrons are carried out in a responsible manner (applicable to Casinos only).

Requirements – At a minimum:

1. Operators shall not extend credit to individuals who display problem gambling behavior.
2. If a player requests a credit limit increase, the Operator shall not increase the player’s credit limit until at least 24 hours have passed since the request.

3.1 Only eligible individuals are permitted access to a gaming site.

Requirements – At a minimum:

1. A policy on eligibility of access to the gaming site, play and payment of prizes shall be established, implemented and made public.
2. The following individuals shall not be permitted access to the gaming site:
   
   1. An individual under 19 years of age where the gaming site is a Casino, except in the course of employment;
   2. An individual under 18 years of age where the gaming site is a cGaming site, except in the course of employment;
   3. Individuals who appear to be intoxicated if the site is a physical premises;
   4. Every individual who advises the Operator or OLG that the individual is participating in a self-exclusion process established by OLG that applies to the site, unless the individual is accessing the gaming site in the course of their employment;
   5. An individual who is known by the Operator to have been restricted from accessing the gaming site or playing a lottery scheme as a condition of a court order;
   6. Individuals who the Operator or OLG have reason to believe have been excluded from the site under subsection 3.6(1) of the GCA

3.2 Only eligible individuals are permitted to play a lottery scheme.

Requirements – At a minimum:

1. The following individuals shall not be permitted to play lottery schemes
   
   1. An individual under 19 years of age where the gaming site is a Casino
   2. An individual under 18 years of age where the gaming site is a cGaming site;
   3. Individuals who appear to be intoxicated if the site is a physical premises;
   4. Every individual who advises the Operator or OLG that the individual is participating in a self-exclusion process established by OLG that applies to the site;
   5. An individual who is known by the Operator to have been restricted from accessing the gaming site or playing a lottery scheme as a condition of a court order;
   6. Individuals who the Operator or OLG have reason to believe have been excluded from the site under subsection 3.6(1) of the GCA;
   7. Officers, members of the board of directors or partners of the Operator;
   8. Registered gaming assistants of an Operator or OLG employed at any gaming site operated by the Operator or OLG;
   9. Executives or staff of a trade union who represent or negotiate on behalf of employees employed at the site;
   10. Employees of registered suppliers who maintain or repair gaming equipment at the site;
   11. Members or employees of the AGCO;
   12. Officers, members of the board of directors, or employees of OLG, unless they are within the description set out in subsection 22(6) of Ontario Regulation 78/12 (ie. they are registered as category 2 gaming assistants or otherwise not required to be registered by the AGCO).
2. Individuals described in paragraphs 1. a. and b. and e. to l. shall not be permitted to win prizes.

   Note: This Standard does not preclude the AGCO from participating in games for regulatory assurance purposes.

2. Individuals found to have engaged in prohibited activity in Standard 3.2.1 shall not be eligible for prizes.

​3.3 Lottery schemes shall be provided only within Ontario, unless the lottery scheme is conducted in conjunction with the government of another province.

4.1 All gaming activities and financial transactions shall be conducted fairly and honestly, and must be independently verifiable.

Requirements – At a minimum:

1. Continuous independent monitoring and recording of lottery schemes and cash (and cash equivalent) handling must be in place to support the verification of:
   
   1. Adherence to required rules of play by players and employees or, in sport and event betting, the processing and redemption, if any, of the bet fairly, honestly and in accordance with the terms of the bet placed by the player, including applicable betting rules;
   2. Confirmation of outcomes of lottery schemes;
   3. Prize payment to the proper person;
   4. Accuracy of financial transactions.
2. Continuous logs shall be maintained for critical gaming systems including to track financial accounting and game state history.
3. [Removed September 2018.]

4.2 Rules of play, including any subsequent modifications, shall be submitted to the Registrar for approval. This Standard is not applicable to sport and event betting.

Requirements – At a minimum, the rules of play shall contain:

1. Odds of winning, payout odds or returns to players.
2. A description of how the game is played.
3. Circumstances in which a game can be declared void.

Guidance: Sport and event betting rules of play do not need to be submitted to the Registrar for approval.

4.3 Lottery schemes must be conducted in accordance with the approved rules of play. Sport and event betting must be conducted fairly, honestly and in accordance with the terms of the bet placed by the player.

Requirements – At a minimum:

1. All bets shall be accepted, processed and settled in accordance with the approved rules of play.
2. Adequate supervision of the lottery scheme is in place to ensure adherence to required procedures.
3. Devices that compromise or affect the integrity of lottery schemes shall not be permitted.
4. Sport and event bets shall be accepted, processed, and settled in accordance with the terms of the bet placed by the player, including any applicable betting rules.

4.4 [Removed, April 2017]

4.5 All gaming systems and gaming supplies, including any subsequent modifications, shall be submitted to the Registrar for assessment and approval, at the expense of the supplier, prior to being provided to any gaming site.

Requirements:

1. [Removed, July 2019]. 
2. Chips and tokens which meet the following specifications are deemed to be approved for play in Ontario (applicable to Casinos only): 
   
   1. Designed and manufactured to minimize the possibility of counterfeiting in accordance with industry good practice; 
   2. Bear the manufacturer’s name or a distinctive logo or other mark identifying the manufacturer; 
   3. Bear the name of the issuer; and 
   4. Except in the case of non-value chips used exclusively for the playing of roulette, indicate the value of the chip or token. 
   5. Tokens must possess attributes that distinguish them from other tokens and coins (e.g. alloy composition, security marks, patterns) to permit acceptance of only valid coins by coin acceptors. 

      Guidance: Non-electronic or non-electromagnetic gaming supplies used in operation with table games in accordance with the Rules of Play (e.g. dice, cards) do not require additional assessment or approval by the Registrar, and can be made available for play. 

3. Playing cards used for gaming are imprinted with an identifier unique to the gaming site (applicable to Casinos only)

4.6 Gaming systems and gaming supplies shall be provided, installed, configured, maintained, repaired, and operated in a way that ensures the integrity, safety and security of the approved gaming supplies and systems, and in accordance with the Registrar’s approval.

Requirements – At a minimum:

1. Only gaming systems and gaming supplies approved by the Registrar shall be used at a gaming site.
2. The Registrar shall be immediately notified where there is any problem with the integrity or security of the gaming system or gaming supplies.
3. Monitoring shall be performed throughout the life of the gaming system and gaming supplies to ensure they are operating as approved.
4. In the event of any suspected integrity or security problem with a gaming system or gaming supply, the current state of the gaming system and gaming supply, and any supportive evidence shall be preserved until investigators (OPP or AGCO) have provided direction.
5. [Removed, September 2020.]

4.7 Production, testing and development systems shall be logically separated.

4.8 Game outcomes shall be recoverable, where technically possible, so that player bets can be settled appropriately.

4.9 Where game outcomes or sport and event betting transactions are not recoverable, the Operator shall have clearly defined policies in respect of treating the player fairly when resolving the player’s transactions. These policies and processes shall be made available to players.

4.10 Mechanisms shall be in place to allow a game to be recreated up to and including the last communicated state to the player.

Requirements – At a minimum:

1. Selected electronic game elements and game outcomes shall be logged before they are displayed to the player.
2. Information shall be captured that is needed to continue a partially complete game within a reasonable period of time.

4.10.1 Where there are suspected game or system faults that may impact game integrity or fairness including the integrity or fairness of sport and event betting (e.g., influencing a player’s chances of winning or the return to players), Operators shall make the game unavailable to players until the issue has been resolved. In the case of sport and event betting, making a game unavailable may include the suspension of betting, the withholding of funds, and the refund of any bet until a gaming system fault has been resolved. Operator decisions must be fair, reasonable, and made in good faith.

4.11 A player’s bet and the outcome of the game shall be clearly displayed and easy to understand.

3. The date and time of the bet.
4. The payout odds and total monies bet.
5. How to redeem a winning bet.

Guidance: Indicating where redemption instructions can be found satisfies the redemption portion of this requirement.

4.11.2 The results of a bet on a sport or event must be provided to players. Any change to the results of a sport or event must be made available. Sport and event bets must be settled fairly and in accordance with the terms of the bet placed by the player. Where raised, the reasons for the settlement must be clearly and promptly provided to the player.

4.11.3 If players are playing using an account, account balances will be updated as the results of bets are confirmed.

4.11.4 Sport and event betting Operators shall have controls in place to ensure the accuracy and timeliness of sport and event results data.

4.12 Patron complaints and any inquiries related to game integrity must be recorded and addressed in a timely and appropriate manner.

4.13 Games shall pay out accurately, completely and within a reasonable time of winning, subject to checks and verifications.

4.14 Operators shall have mechanisms in place to appropriately deter, prevent and detect collusion and cheating.

4.15 All relevant activities related to the detection of collusion and cheating shall be logged.

4.16 Players must be able to easily and readily report activities related to collusion and cheating.

4.20 An Operator receiving a report of suspicious activity under Standard 4.19 may suspend or cancel sport and event betting on events related to the report or withhold associated customer funds. To this end, an Operator must ensure that it has reserved itself the authority to suspend betting, void bets, and withhold associated customer funds. The Operator’s decision to suspend or cancel sport and event betting, or withhold associated customer funds, on events related to the report must be fair, reasonable, and made in good faith.

4.21 An Operator offering sport and event betting products shall ensure that all bets offered meet the following criteria:

1. The outcome of the event being bet on can be documented and verified;
2. The outcome of the event being bet on can be generated by a reliable and independent process;
3. The outcome of the event being bet on is not affected by any bet placed;
4. The majority of participants in the event or league are 18 years of age or older; event shall be broadly defined as assessing total participants in the event/league, rather than in a particular heat, game, match or final contest in the overall sporting event;
5. For sporting events being bet on, the event must be effectively supervised by a sport governing body which must, at minimum, prescribe final rules and enforces codes of conduct that include prohibitions on betting by insiders (not applicable to novelty bets);
6. There are integrity safeguards in place which are sufficient to mitigate the risk of match-fixing, cheat- at-play, and other illicit activity that might influence the outcome of bet upon events;
7. The bet is not on a past event for which the outcome is publicly known;
8. The bet is not reasonably objectionable;
9. The event being bet on does not involve animal fighting or cruelty;
10. Bets on assets and financial markets (e.g., stocks, bonds, currencies, real property) are prohibited;
11. Bets which expose players to losses greater than the amount wagered are prohibited;
12. Bets which mimic the structure of financial instruments, products, or markets are prohibited;
13. Bets on synthetic lottery products and bets on lottery outcomes are prohibited;
14. The event being bet on is conducted in conformity with all applicable laws;
15. Bets on minor league sports in Canada, including the Canadian Hockey League (CHL), are prohibited.

Guidance:

• For the purpose of Req. 8, reasonably objectional bets include bets on events which are unethical, allow entertainment to be derived from human suffering or death or involve non-consensual violence or injury.
• Req. 12 applies to contracts for difference including spread betting.

5.1 Operators shall have available for review by the AGCO accurate floor plans of the premises.

Requirements – At a minimum:

1. Floor plans shall identify the sensitivity level of each area of the premises including:
   
   1. Areas within the premises at which lottery schemes are offered, showing the current inventory and location of games;
   2. Financial control areas;
   3. Areas containing sensitive inventories.
2. Floor plans or other documentation shall identify areas where a dual authorization access system or two factor access system is appropriate, given the sensitivity level of the area.
3. Floor plans or other documentation shall include the maximum capacity approved for the gaming site.

5.2 Only authorized individuals shall be permitted access to sensitive areas.

Requirements – At a minimum, Operators shall:

1. Adopt a dual authorization access system or two factor access system for those sensitive areas of the premises or sensitive parts of gaming supplies identified by the Operator.

   Guidance: There may be various levels of sensitivity in a gaming site. Dual authorization access will be appropriate for the highest risk areas, such as playing card vaults and cash count rooms, where strict controls are necessary to secure the gaming site and/ or safeguard gaming integrity or assets. Two factor access, on the other hand, may be appropriate for other types of sensitive areas or equipment. Each gaming site is unique and should define its sensitive areas as it deems appropriate. The Registrar, however, retains the authority to direct an Operator to adopt a certain form of access authorization for a certain area or equipment, as deemed necessary.

5.3 Individuals suspected of, or engaged in, creating a disturbance that could be harmful to the individual, to the public or to gaming-related assets shall be removed from the premises, and the occurrence shall be reported in accordance with the established notification matrix.

5.4 A policy and process shall be in place to provide individuals with security escorts to and from vehicles, where it is requested.

5.5 Areas under the control of the Operator shall be monitored for the presence of unattended children. All occurrences of unattended children shall be addressed and reported in accordance with the established notification matrix.

5.6 There shall be site emergency procedures to protect the public from personal harm and limit the damage to or loss of gaming-related assets

Requirements – At a minimum:

1. Employees or persons retained by the Operator shall be competent in implementing site emergency procedures and evacuation plans.

5.7 Security and surveillance shall be in place to protect the public and gaming-related assets and to record transactions.

Requirements – At a minimum:

1. Floor plans must show surveillance equipment positioning for each area including:
   
   1. location(s) of the lottery schemes (including the camera coverage for each);
   2. areas containing cash or cash equivalents such as cages, count rooms, armoured car pickups and deliveries;
   3. areas containing sensitive inventories;
   4. all entrances and exits (points of egress).

      Guidance: The intent of Requirement 1(d) is to ensure that all points of access, which directly or indirectly lead to the gaming floor or sensitive areas at a minimum have camera coverage or an alarm, which is actively monitored for unauthorized access.

2. Surveillance plans must include activities that address the following:
   
   1. camera coverage and control systems for all lottery schemes;
   2. secure movement of cash, cash equivalents and sensitive inventories within the gaming site;
   3. interventions related to persons suspected of conducting illegal activities at the gaming site.
3. [Removed, September 2020.]
4. Continuous independent monitoring must be provided even if the premises is closed to the public.
5. Video/digital recordings shall be made and retained for a minimum period as specified by the Registrar.
6. The handling of sensitive inventories shall be conducted securely at all times, to prevent loss or misuse.

7. The AGCO OPP Casino Enforcement Unit, a unit of the OPP Bureau assigned to the AGCO, must be provided with independent monitoring equipment with override capability within the Casino Enforcement Unit work area (applicable to Casinos only).

5.8 There shall be timely and accurate maintenance of gaming-related financial transactions, accounting information and data.

5.9 Lottery schemes shall be played only within designated areas of the premises.

6.1 Mechanisms shall be in place to reasonably identify and prevent unlawful activities at the gaming site.

Requirements – At a minimum, the Operator shall:

1. Conduct periodic risk assessments to determine the potential for unlawful activities, including money laundering, fraud, theft and cheat at play.
2. Ensure that all relevant individuals involved in the operation, supervision or monitoring of the gaming site shall remain current in the identification of techniques or methods that may be used for the commission of crimes at the gaming site.
3. Appropriately monitor player and employee transactions and analyze suspicious transactions for possible unlawful activity.

4. Not knowingly permit the structuring of transactions designed to avoid or circumvent reporting, record-keeping and patron identification requirements contained within these Standards or other regulations.

5. Report suspicious behaviour, cheating at play and unlawful activities in accordance with the established notification matrix.

 6.2 Anti-money laundering policies and procedures to support obligations under the Proceeds of Crime (Money Laundering) and Terrorist Financing Act shall be implemented and enforced.

Requirements – At a minimum:

1. Copies of all reports filed with the FINTRAC and supporting records shall be made available to the Registrar in accordance with the established notification matrix.
2. Removed, July 2019.

3. Operators shall ensure their anti-money laundering internal controls align with those of the designated reporting entity under the PCMLTFA.

3. Implement risk-based policies and procedures that provide for escalating measures to deal with patrons who engage in behaviour that is consistent with money laundering indicators, including the refusal of transactions or exclusion of the patron.
4. Ensure that mechanisms are in place to share information, in a lawful manner, about high risks or suspicious activities with other Operators which may also be subject to similar activity.

*Section 6.3 does not currently apply to cGaming sites.