2.13 Individuals shall have the option to take a break in play, in addition to a formal self-exclusion program. (Also applicable to Gaming-Related Suppliers)
Requirements – At a minimum:
- Users shall have the option to initiate a short-term break in their play.
- Operators shall provide the option to take a one day, one week, one month, two month, or three month break.
- Once an individual initiates a break, they shall be unable to place further wagers during the time period of the break.
2.14 Operators shall provide a voluntary self-exclusion program for their site. [Amended May 2026]
Requirements – At a minimum:
- Operators’ self-exclusion programs shall be well promoted and easily accessible.
- The self-exclusion registration process shall be efficient and support-oriented, and shall include the provision of resources and information about where to get help.
- The terms and conditions of the self-exclusion program shall be clearly worded, including: the player’s obligations under the agreement, the consequences of self exclusion, and the process for returning to play safely.
- Clearly defined term lengths that must include options for terms lasting six months, one year and five years.
- Once an individual self-excludes, they shall be immediately logged out of their account and unable to login in for the duration of their exclusion.
- Operators must, as soon as is practicable, take all reasonable steps to prevent any marketing material, incentives or promotions from being sent to the self-excluded individual for the duration of the self-exclusion period.
- Once a player self excludes, the wager is brought to an end.
- Operators shall refund a player’s wager if the player enrolls in a self-exclusion program prior to the commencement of an event or series of events on which the outcome of the wager is determined.
- Operators are not required to refund a player’s wager if the player enrolls in a self-exclusion program after the commencement of an event or series of events on which the outcome of the wager is determined.
- Operators must maintain a register of those excluded with appropriate records (name, address, other details, and any membership or account details that may be held by the registrant)
- 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.
- A mechanism shall be in place to facilitate the return of the balance of unused funds to a self-excluded individual, when requested by the individual.
Note: The requirement for operators to provide self-exclusion programs for their sites, as stipulated in Standard 2.14, will be revisited by the AGCO no more than 12 months following the launch of the Centralized Self-Exclusion Program
2.14.1 Operators shall participate in the Centralized Self-Exclusion Program.
Requirements – At a minimum:
- The Centralized Self-Exclusion Program shall be well promoted on all Operators' sites.
- iGaming Ontario shall ensure the registration process for the Centralized Self-Exclusion Program is efficient and support-oriented and includes the provision of resources and information about where to get help.
- iGaming Ontario shall ensure the terms and conditions of the Centralized Self-Exclusion Program are clearly worded, including: the person's obligations under the agreement, the consequences of centralized self-exclusion, and the process for returning to play safely.
- iGaming Ontario shall ensure the term lengths for the Centralized Self-Exclusion Program are clearly defined and include six-month, one-year and five-year term options.
- Operators shall prevent Centrally Self-Excluded Persons from creating new player accounts or accessing existing accounts for as long as they continue to be Centrally Self-Excluded Persons.
- Operators shall, no later than 24 hours after an individual is added to the Centralized Self-Exclusion Registry, take all reasonable steps to prevent any marketing material, incentives or promotions from being sent to that individual for as long as they continue to be a Centrally Self-Excluded Person.
- Operators shall, no later than 24 hours after an individual is added to the Centralized Self-Exclusion Registry, cancel and refund that individual's outstanding wager(s) to their player wallet.
Notwithstanding the foregoing, Operators are not required to cancel and refund an individual's outstanding wager(s) if the individual is added to the Centralized Self-Exclusion Registry less than 24 hours prior to the commencement of an event or series of events on which the outcome of the wager(s) is determined. - iGaming Ontario shall maintain the Centralized Self-Exclusion Registry.
- iGaming Ontario shall ensure that individuals who register for the Centralized Self-Exclusion Program are added to the Centralized Self-Exclusion Registry as soon as is practicable and no later than one hour after registration.
- Upon receiving confirmation that an individual on their gaming site is a Centrally Self-Excluded Person, Operators shall immediately take steps to log that Person out of their account.
- Operators shall have a mechanism in place to return to Centrally Self-Excluded Persons their unused funds, either when requested by the persons or automatically upon receiving confirmation that a person is a Centrally Self-Excluded Person.
- Operators shall manage and respond to system disruptions affecting their ability to perform checks of the Centralized Self-Exclusion Registry to mitigate the risk of Centrally Self-Excluded Persons accessing their gaming site.
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