Limits.
Registered players may opt to responsible gambling tools by submitting a written request via email or live chat. The following tools are available on the platform:
Deposit Limit: Limits the amount a player can deposit over a specific period (daily, weekly, or monthly).
Wager Limit: Restricts the total amount a player can wager within a designated period (daily, weekly, or monthly).
Loss Limit: Limits the total amount a player can lose within a set timeframe (daily, weekly, or monthly).
Session Limit:Controls the duration a player may remain logged into their account; players reaching this limit will be automatically logged out.
Cooling-off:Restricts deposits and betting activity while still allowing login access to upload documents or request withdrawals. The cooling-off period can range from one day to six months, providing players with a flexible option for short-term breaks.
Self-Exclusion:Allows player to exclude himself from gambling.
Managing RG tools
Limitation requests take effect immediately if submitted via live chat, or as soon as possible, but within a maximum of 24 hours if submitted by email.
Players may increase or revoke a previously set limits by submitting a request in live chat or via email, which becomes effective after a mandatory 24-hour waiting period.
Managing Self-Exclusion
When a registered player requests exclusion/ account closure from gaming activities or indicates a gaming addiction, the Company representative should:
(a) Set a self-exclusion period on the player’s account as requested, but not less than six months. In case of reporting gambling problems, indefinite self exclusion should be set.
(b) Remove the player from all marketing and promotional lists.
(c) Provide the player with the following information:
- possibility of requesting Comprehensive Self Exclusion;
- explanation that this type of exclusion is applied to all brands license by the commission;
- a link to submit a Comprehensive Self-Exclusion Request to the Commission via the website (https://gamingcommission.ca/interactive-gaming/players/#plLE)
- specifying that the Commission will contact the customer back for verification and clarification of any required details;
- a warning that this exclusion is permanent and irrevocable.
Reopening
Reopening an excluded account is permitted after at least six months, subject to a player’s written request and if the player does not have a lock "Comprehensive Self-Exclusion" such locks can not be removed.
Reopening timeframes: 24h for time-dependent reopening, 7 days for SE Forever. Corresponding tags and comments shall be left in the account.
Comprehensive Self-Exclusion
What Comprehensive Self-Exclusion is?
The Comprehensive Self-Exclusion program is the Kahnawake Gaming Commission’s (KGC) central exclusion system. When individuals contact the Commission to request self-exclusion, the KGC instructs licensed operators to prevent those players from accessing their platforms. Typically, this process involves the regulator sending an email requesting that a specific player be excluded from registration. Upon receiving such a request, the RG team proceeds to take the necessary action by locking the user’s account.
Any individual may request permanent exclusion from all Company-operated entities. These requests are to be escalated to the Responsible Gambling Team in Jira for processing and ensuring exclusion across all licensed brands on the Company’s platform.
After exclusion, the registered player shall be provided with contact information for problem gambling support services.