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The gambling industry is like many others: businesses are judged by the quality of their customer service.
But the expectations placed on iGaming operators are even higher. Online betting is built on trust. Real money is at stake, whether it’s a $2 slot spin or a $100 wager on the Yankees to win the World Series.
As Alberta launched its regulated online gambling market on July 13, the province established a framework that licensed operators must follow when handling player disputes.
“There are requirements for operating in Alberta,” said Dale Nally, Alberta’s minister of Service Alberta and Red Tape Reduction.
“So, to every operator entering Alberta’s regulated market, let me be very clear: Operating in Alberta is a privilege, not a right. We expect every operator to put player protection and social responsibility at the forefront of their operations. If you meet those expectations, Alberta offers a fair, competitive and well-regulated market.
But if you fail to meet our high standards, or if you take advantage of Albertans, there will be consequences. Operators that fail to meet our player protection and social responsibility requirements risk losing the ability to operate in this province.”
Alberta online gambling operators must meet strict standards
Under the rulebook, players must first take any dispute directly to the operator. All licensed operators are required to provide customer support 24 hours a day, seven days a week.
That means if you place a wager on a table tennis match in Taiwan at 3 a.m. Alberta time, someone at the sportsbook or casino must be available to help with issues involving withdrawals, deposits or wager settlements.
According to Alberta Gaming, Liquor and Cannabis’ rulebook, all disputes must be resolved in a “timely, fair, transparent and appropriate manner.” Operators must also notify AGLC of complaints and other significant issues.
All Canada online gambling operators must comply with Canadian and Alberta laws, even if they are owned by companies based outside Canada. For regulatory purposes, licensed gambling sites are considered to be operating in Alberta.
Any issue suggesting that a game malfunctioned must be reported immediately to AGLC. Operators must also provide information on how customers can contact the province’s Gaming Irregularities Hotline at 1-800-742-7818.
Responsible gambling rules go beyond customer service
Licensed online gambling operators are also required to intervene if they identify a significant change in a customer’s gambling behavior, such as a noticeable increase in betting activity or wager size.
“There are several markers of problematic gambling behaviour,” Nally said.
“For example, if someone places $100 in bets over the course of a week, and that suddenly changes to several $100 bets each week, that would be one of the markers operators would watch for. They are then required to intervene, reach out to the individual and offer assistance.”
Alberta plans ongoing collaboration with licensed operators
Dan Keene, CEO of the Alberta iGaming Corporation, which oversees the province’s regulated market, said the rules were developed through collaboration with the operators providing online casinos in Alberta and Alberta online sportsbooks.
“We will continue to support our operator base, strengthen our compliance, develop our social responsibility programming and improve player protection tools,” Keene said.
“This will only be possible through continued collaboration, confidence, and strong participation within the regulatory framework that has been established.”
