In one case, for example, PointsBet failed to intervene with a player who was able to lose more than C$500,000 in less than three months.
The player had been flagged by the operator as potentially high-risk on multiple occasions, the AGCO said, due to markers including incurring significant losses and making repeated withdrawal cancellations.
Despite being flagged, however, “no interventions were provided by the gaming site operator during that period.”
Other failures included failing to enforce a required 24-hour cooling-off period for the player when cancelling their daily deposit limit, and communicating gambling inducements, bonuses or credits through direct advertising without player consent.Despite having withdrawn consent for direct advertising and marketing, the player was still provided with credits totalling C$35,500 into their account, as well as several offers of free tickets to sporting events.
The AGCO determined that the case demonstrated a failure to ensure that PointsBet employees understood the importance of responsible gambling and were adequately trained to assist players who may be experiencing harm.
“In Ontario, iGaming operators have an obligation to proactively monitor their patrons’ play for signs of high-risk gambling, and to take appropriate actions to intervene and reduce the potential for gambling related harms,” said AGCO CEO and registrar Dr. Karin Schnarr.
“The AGCO will continue to focus on player protection by holding all registered operators to these high standards.”
