12. Other Operator Standards (iGaming)

General

Note: This Standard is only applicable to the OLG’s igaming activities. All other igaming Operators wishing to enter Ontario’s regulated market should refer to the Registrar’s Standards for Internet Gaming.

12.1 Employees shall receive training appropriate to their role and be competent in carrying out their duties.

12.2 The contract between the player and OLG shall clearly state that all applicable laws must be complied with.

12.3 Relevant information about the AGCO shall be displayed and easily accessible to the player.

Incident Management

12.4 The Registrar shall be notified about incidents in accordance with the established notification matrix.

Guidance: The intent is only to inform the Registrar of incidents which are of a regulatory concern. These may include:

  1. Incidents related to gaming system integrity
  2. Incidents related to security
  3. Incidents related to accounting improprieties
  4. Incidents related to cheat at play

Logging Management and Reporting

12.5 There shall be appropriate, accurate and complete records of transaction and game state and play information kept and made available for the purposes of:

  1. Ensuring timely investigations can be performed by the Registrar.
  2. Capturing information needed to continue a partially complete game within a reasonably defined time
  3. Resolving disputes in a fair and timely manner.
  4. Ensuring player complaints can be resolved.
  5. Tracking all relevant player information (including funds information).
  6. Tracking all relevant individual gaming sessions and game play information.
  7. Tracking all relevant information related to events (including significant events).
  8. Tracking of game enabling, disabling and configuration changes.

    Guidance: There should be an adequate amount of storage, capacity and retention of logged information.

The appropriate capacity, design and monitoring of the logging facilities should be in place to ensure that logging is not interrupted for a technical reason that could have been prevented.

The following are EXAMPLES ONLY of what should be recorded and logged.

Recorded and logged information should include the following:

Information that could be used in investigations

  1. Amending player balances
  2. Changing game rules or pay-tables
  3. Changing administrator or root level access

Player Account Information

  1. Player identity details (including player identity verification results)
  2. Account details and current balance
  3. Changes to account details, such as change of address, change of credit card, or change of name
  4. Any self-imposed player protection limitations
  5. Any self-imposed player protection exclusions
  6. Details of any previous accounts, including reasons for deactivation
  7. Deposit/withdrawal history
  8. Game play history (e.g. games played, amounts bet, amounts won, progressive jackpots won, etc.)

Gaming Session and Game Play Information

  1. Unique player ID
  2. Unique game identifier
  3. Game session start and end time
  4. Player account balance at start of game
  5. Amount wagered
  6. Contributions to progressive jackpot pools (if any)
  7. Current game status (i.e. in progress / complete)
  8. Game result/outcome
  9. Progressive jackpot wins (if any)
  10. Game end time
  11. Amount won
  12. Player account balance at end of game

Event Information

  1. Player registration or player account creation and deactivation
  2. Changes to player registration (e.g. address) or account details (e.g. balance, player configurable parameters)
  3. Changes made to game parameters
  4. Changes made to jackpot parameters
  5. New jackpot created
  6. Jackpot retired
  7. Large wins
  8. Jackpot wins
  9. Any large transfer of funds
  10. Loss of communication with a player device
  11. Player exclusion (including exclusion, requests to lift exclusion, and actual lifting of exclusion)

Significant Event Information

  1. Changes made to game parameters
  2. Changes made to progressive jackpot parameters
  3. New progressive jackpots created
  4. Progressive jackpot shutdowns

Note: The above are examples only and are not to be considered a complete list.

12.6 There shall be a mechanism in place to ensure that if logging is interrupted, compensating manual controls are used, where reasonable.

12.7 The gaming system shall be capable of providing unfettered custom and on- demand reports to the Registrar.

Guidance: The intent is to ensure that the Registrar can receive information in the appropriate format when necessary.

The following are EXAMPLES ONLY of the types of reports that may be generated:

  1. A list of all currently (or previously) active player accounts
  2. A list of all currently (or previously) dormant player accounts
  3. A list of all accounts for which the player has currently (or previously) imposed a player protection self-exclusion
  4. A list of all accounts for which the player has currently (or previously) been excluded from the site (i.e. involuntary exclusion)
  5. A list of all accounts for which the player’s funds have currently (or previously) been inactive for a period of time exceeding 90 days
  6. A list of all accounts for which one or more of the player’s deposits and/or withdrawals have exceeded a configurable limit (i.e. large deposits/withdrawals. The limit shall be configurable for single transactions, as well as aggregate transactions over a defined time period.
  7. A list of all accounts for which one or more of the player’s wins have exceeded a configurable limit (i.e. large wins). The limit shall be configurable for single wins, as well as aggregate wins over a defined time period.
  8. A list of all currently active gaming sessions
  9. A list of all games hosted by the website, including approved game/paytable
    versions

Note: The above are examples only and are not to be considered a complete list.

12.8 Information regarding specific game elements (such as a player’s hand or cards) shall not be accessible to give advantage to any player during games, unless by the player themselves.

12.9 The Operator shall ensure that investigators (OPP or Registrar) are able to monitor and participate in games.

Complaints and Help Management

12.10 A mechanism shall be in place to allow players to contact the Operator in a timely fashion with issues or complaints relating to their player account, funds management, game play or any matter related to compliance with the Standards and Requirements. The Registrar shall be notified of any such issues or complaints, in accordance with the established notification matrix.

12.11 A ‘help’ function shall be made readily available and easily accessible to players to provide gaming-related assistance.