FAQ & Support

You must be at least 19 years of age, a resident of Ontario, and physically located in Ontario when you use the service. You may hold one account only, and you must not be subject to a self-exclusion or any other restriction on gambling.

All of these are checked rather than taken on trust. Your age is calculated on our servers, your address is verified, and your physical location is confirmed by geolocation each time you open game content.

Five steps. First your email address and password. Second your legal name and date of birth. Third your address, postal code and phone number, with a declaration that you live in Ontario and are there when you play. Fourth your deposit, loss and session time limits. Fifth the consents.

The limits step cannot be skipped. Your account does not exist until you have set them, and they are active from the moment it opens.

Because limits that are easy to skip get skipped, and the people they would have helped most are the ones least likely to go looking for them later. Making the step mandatory means every account on this service has controls in place from the first day.

You choose the numbers, not us. You can review them at any time afterwards — see your control tools.

No. One account per person. Duplicate accounts are closed when they are found, and any promotional benefit obtained through them is reversed. If you have accidentally started a second registration, tell support and we will sort it out rather than penalise you for it.

Use the password reset link on the log-in page. We send a time-limited reset link to the email address on your account.

We cannot tell you your existing password, because we do not store it — only a cryptographic hash of it, which cannot be reversed. Anyone who offers to read your password back to you is not us.

Ask support in writing and we will close it. Any remaining balance is returned to you through the method you originally used to deposit, subject to the verification checks that apply to all withdrawals.

If you are closing the account because gambling has become a problem, please consider self-exclusion instead. It is stronger: a closed account can be reopened on request, whereas a self-exclusion cannot be lifted before it expires.

Two reasons, and both are legal requirements rather than internal preferences. Age verification exists so that nobody under 19 gambles in Ontario. Identity verification exists to meet anti-money-laundering obligations and to make sure the account, and the money in it, belong to the person using it.

Your account exists but is not yet fully open. You cannot deposit or play until the checks are complete. This is the normal state for a new account and is not a sign that anything is wrong.

Often none. We first try to confirm your details electronically from the name, date of birth and address you gave. If that succeeds, nothing further is needed.

If it does not, we will ask for a government-issued photo identity document — for example a driver’s licence or passport — and sometimes a recent document showing your address, such as a utility bill or bank statement dated within the last three months.

Electronic checks are usually complete within minutes. If documents are needed, review normally takes one to two business days from the moment we receive a legible copy. If we need something else, we will tell you exactly what and why.

The most common cause is a mismatch between what you entered and what appears on your identification — a shortened first name, a missing middle name, an old address, or a transposed digit in a postal code. Check your details against your ID and correct them, then ask support to re-run the check.

When you open game content, your device is asked for its location and the result is checked against the province. If the check places you outside Ontario, the content does not load — regardless of what your account says or where you say you live.

If you are in Ontario and the check fails anyway, the usual causes are a VPN, a proxy, or location services being switched off for your browser.

Documents are retained only for as long as the law requires us to keep records of the verification, and are then deleted. What we keep, why, and for how long is set out in our Privacy Policy.

We will never ask for your documents by email or over the phone. If someone does, it is not us.

Deposit limits on a daily, weekly or monthly basis; a loss limit; and a session time limit of 30, 60, 120 or 180 minutes. At least one deposit limit, a loss limit and a session time limit are required at registration. Reality checks can be added at any time.

It depends on the direction. Lowering a limit, or adding a new one, takes effect immediately. Raising a limit, or removing one, is held for 24 hours and then has to be confirmed by you; if you do not confirm it, nothing changes.

The asymmetry is intentional. A decision to loosen a control should not be able to take effect in the same moment it is made.

An interruption at an interval you choose, showing how long you have been playing and how much you are up or down. You then decide whether to carry on or stop. It exists because time passes differently during play than it does outside it.

A cooling-off period is a short fixed break, typically 24 hours to six weeks. Your account reopens automatically when it ends.

Self-exclusion is longer and firmer. It closes the account to deposits and play for the period you choose, removes you from all marketing, and cannot be cancelled early by anyone — including our own staff. When it ends, the account is not reopened automatically: you must ask, and there is a further waiting period.

No, and that is the point of it. Nobody at MGE DIGITAL CANADA INC. has the ability to lift a self-exclusion before it expires. See self-exclusion for the full detail.

No. Self-exclusion removes you from every marketing communication we send, regardless of any consent you gave before. If you receive anything that looks like marketing during an exclusion, please report it through our complaints procedure — that should not happen.

Not from our side — our controls only cover this service. Filtering software such as Net Nanny, Qustodio or Gamban blocks gambling sites across a device, and many banks and card providers offer a gambling block that applies to all operators at once. We have no commercial relationship with any of them.

Once your identity and age have been verified and your account has moved out of the “pending verification” state. Your deposit limits apply from that moment.

Only one held in your own name. Payments from an account belonging to someone else are refused and returned, and repeated attempts may lead to your account being suspended while we look into it.

Withdrawal requests are reviewed first, and the review normally completes within one to two business days. After that, arrival depends on the method: card refunds and bank transfers commonly take a further two to five business days, depending on your bank.

Usually because a verification step is outstanding, because the withdrawal method does not match the deposit method, or because a routine anti-money-laundering check has been triggered. We will tell you which it is, and what is needed to resolve it.

As a rule, funds are returned by the same route they arrived by, up to the amount deposited. This is an anti-money-laundering requirement rather than a preference. Where the original method cannot receive funds, we will agree an alternative with you and may ask for additional confirmation of ownership.

It is returned to you. Closing an account or starting a self-exclusion does not forfeit a balance; the usual verification checks apply to the withdrawal.

First, whether you are inside Ontario — game content will not load outside it. Then whether a VPN or proxy is switched on, whether location services are enabled for your browser, and whether your account has completed verification.

Current versions of Chrome, Firefox, Safari and Edge, on desktop and mobile. Older browsers may work but are not tested. JavaScript and cookies must be enabled for the account area to function.

Game rounds are settled on our servers, not in your browser. A round that had been completed is settled normally and the result is applied to your balance; an incomplete round is either resumed when you return or voided and the stake returned, according to the rules of that game.

Yes — for signing in, for security and for keeping the service working. We classify each category and explain what it does in our Privacy Policy.

We will never ask for your password, and we will never ask you to send identity documents by email or read details over the phone. Any message that does is not from us. If you are unsure, do not reply — contact support directly using the address on this page.

Write to our support team first, with your account email, what happened, when, and what you would like done. Most matters are resolved at that stage. The full process, including timescales, is on our Complaints and Procedures page.

You will receive an acknowledgement within 24 hours. If the matter has to be escalated to our compliance team, they respond in writing within 21 calendar days of receiving it, and tell you if more time is genuinely needed and why.

You can take it further. Our final written response tells you how to refer the matter to an independent dispute resolution provider, and you may also raise it with the provincial regulator. Neither route costs you anything, and using them does not affect your account.

Yes. Complaints and the correspondence about them are recorded and retained, so that the history is available if the matter is escalated or reviewed. See the Privacy Policy for how long records are kept.

Yes. Give us the date, the approximate time and the game, and we will retrieve the server-side record of the round. That record, rather than what was displayed in your browser, determines the outcome, and we will explain what it shows.