Requirements to Deactivate Account

Relevant Standard(s): 7.18, 7.20, 7.21
Application: iGaming


The term “Deactivated Account” is defined in the Registrar’s Standards for Gaming and referenced in numerous iGaming Standards (e.g. 7.18, 7.20, 7.21, etc.). Should an operator “lock” or “close” an account (as described below) when the Standards require an account be deactivated?

  Closed Locked


Can no longer be modified

  1. self-excluded locked
  2. locked due to pending F&S investigation
  3. locked due to incorrect password input 3 times

Withdrawal function disabled?


No (customer support only, cannot withdraw from the Portal)

Promotional e- mails disabled?



Processing via PlayOLG Portal disabled?

Yes – need to call support

Yes – need to call support

Restricted to T1, T2 or T3 agents?

funds = 0 performed by T1 funds > 0 performed by T2/T3

funds = 0 performed by T1
funds > 0 performed by T2/T3
Notes: automatic lock (i.e. incorrect password input 3 times or fail parameter driven fraud check); self-excluded lock can

be done through PlayOLG Portal


Duplicate accounts

Account can be unlocked

Retention Period

7 years of inactivity

7 years of inactivity


In those instances in which the Registrar’s Standards for Gaming refer to the deactivation of a player account (e.g. Standards 7.18, 7.20 and 7.21), the intent is to provide for a temporary or interim measure that prevents a player from logging on and using their account, not to close the account permanently.

With respect to the withdrawal function, when an account has been deactivated at the request of the Registrar, funds should not be available for withdrawal until the AGCO/OPP has completed its investigation.

Relevant Standard Excerpt(s):

A Deactivated account is a player account which has been made no longer available to the player for log on and use.

7.18 Players may elect to deactivate their player account at any time and, once the electionis made, the account is deactivated.

7.20 Where necessary, a player account may be deactivated by the Operator.

7.21 A player account shall be deactivated if requested by the Registrar.

This interpretation is provided for informational purposes only and does not constitute legal advice. The interpretation relates to a specific set of circumstances and the standards, laws and regulations in force at the time the interpretation was issued; however, it is not an exhaustive or definitive interpretation of the standard(s) referenced herein.

The AGCO has established the Standards Interpretation Protocol, which acts as a single point of contact for inquiries from the gaming industry related to the interpretation of the Standards. For more information, please contact the AGCO’s Customer Service Department at 416 326-8700 (in the GTA) or 1 800 522-2876 (toll free in Ontario).

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