Ontario regulator fines theScore for failing player protection
The Alcohol and Gaming Commission of Ontario (AGCO) has fined Score Media and Gaming, known as theScore, CA$105,000 (US$76,500) for failing to follow responsible gambling and player protection rules in Ontario.
The penalty comes after an investigation into how theScore handled a player who lost a large amount of money over eight months. The case raises concerns about the operator’s compliance with Ontario’s online gambling regulations.
Player lost $230,000 in eight months
The AGCO reported that the player wagered about CA$2.5 million ($1.82 million) over eight months and lost roughly CA$230,000 ($167,500). Almost CA$100,000 ($72,800) of these losses happened in the first month.
The regulator said the player showed clear signs of high-risk gambling. These included asking for bonuses often, trying to chase losses, and showing emotional distress. The AGCO said theScore did not act to help or limit the player’s losses.
The regulator added that theScore relied on the player’s own financial information instead of checking it properly, even though there were clear warning signs and inaccurate income documents.
Alleged breaches of responsible gambling rules
According to the AGCO, theScore broke several sections of Ontario’s Registrar’s Standards for Internet Gaming. These rules require operators to watch player behaviour, prevent gambling harm, and make sure staff know how to support safer play.
The specific sections cited include:
- 2.01: Operators must have policies to find, prevent, and reduce harm from gambling. These policies must be checked regularly.
- 2.10: Operators must monitor player risk and behaviour to identify those at high risk of gambling harm.
- 2.12: Employees must understand responsible gambling and their role in protecting players.
The AGCO said it is not enough to trust a player’s own information when warning signs are clear.
AGCO issues statement
Dr. Karin Schnarr, Chief Executive Officer and Registrar of the AGCO, said, “Player protections are a fundamental requirement for any gambling operator looking to conduct business in Ontario. When operators fail to uphold these critical safer gambling standards, they not only betray the trust of their players but also undermine the integrity of Ontario’s regulated igaming market.”
The AGCO stated that theScore has the right to appeal the decision to the Licence Appeal Tribunal, an independent adjudicative body that hears regulatory appeals in Ontario.
The regulator also noted its commitment to enforcing the Registrar’s Standards to ensure all registered operators meet responsible gambling obligations.
Overview of Ontario’s gambling regulations
Ontario launched its regulated online gaming market in 2022, introducing comprehensive player protection standards to reduce gambling-related harm. Operators are required to proactively monitor player behaviour closely and intervene when needed. These standards make Ontario’s market safer than unregulated gambling websites.
The AGCO has been enforcing these rules actively. For example, it fined Casino Days CA$54,000 ($39,300) for making a misleading bonus offer. In July, Great Canadian Casino Resort Toronto was fined CA$350,000 ($254,900) for breaking provincial gaming rules during an electronic music event.
TheScore’s penalty highlights the ongoing scrutiny faced by operators in Ontario, underlining the regulator’s focus on player safety and responsible gambling practices.
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