Responsible Gambling Policy
How we run the responsible-gambling program: training, intervention, accountability and reporting.
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1. Scope and authority
This policy sets out how we operate the responsible-gambling program on this site. It is written to meet the RG Standards for Internet Gambling issued under B.C. Reg. 216/2025 and the directions of the Independent Gambling Control Office (IGCO). It applies to lottobcmobile.co and promo.lottobcmobile.co, and to everyone who works on them, including contractors.
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2. Staff training
Everyone in a player-facing or player-data role completes responsible-gambling training before they start work and refresher training at least once every 12 months. The training covers how gambling harm develops, the observable markers of harm in online play, how to respond to a player who discloses a problem, how the limit, break and Game Break tools work, and how to make a referral to support services. Customer Support and compliance staff receive extended training on intervention conversations. Training completion is recorded and audited.
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3. Identifying markers of harm
We monitor for markers of harm including sharp increases in deposit frequency or amount, repeated attempts to raise limits, play late at night over extended sessions, repeated failed deposits, chasing behaviour after losses, and cancelled withdrawals followed by further play. Markers are surfaced by automated monitoring and reviewed by a trained member of staff; no intervention is triggered by the system alone. See the “Automated monitoring and profiling” section of our Privacy Policy for what data is analysed.
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4. How we intervene
Interventions are graduated. At the first level we surface information: a targeted responsible-gambling message with a prompt to review limits. At the second level a trained member of staff makes contact directly, by email or telephone, to discuss the pattern we have seen and the tools available. At the third level we apply a protective restriction — a lower deposit limit, a suspension of promotional messages, or a temporary block on deposits — and explain it to the player. Where the indicators are serious, or where a player discloses harm, we offer a referral to Gambling Support BC and, where the player consents, help make the contact. Every intervention is recorded with its reason, what was done and the outcome.
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5. Marketing controls
Players who are self-excluded, on an active break, or who have been the subject of an intervention are removed from all promotional communications. Promotional messages are sent only to players who have given a separate written consent to receive them. No marketing is directed at minors, at people outside British Columbia, or at anyone who has withdrawn consent.
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6. Accountability
Accountability for responsible gambling sits with the Responsible Gambling Manager, British Columbia Lottery Corporation, 74 West Seymour Street, Kamloops, BC V2C 1E2, reachable at support@lottobcmobile.co marked for their attention. The Responsible Gambling Manager owns this policy, approves changes to the responsible-gambling tools, and is the escalation point for staff who identify a player at risk.
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7. Reporting and review
The Responsible Gambling Manager reports quarterly to senior management on the number of limits set and changed, opt-outs from default limits, breaks and Game Break enrolments, interventions by level and their outcomes, and player feedback. An annual report goes to the regulator. This policy is reviewed at least annually, and sooner where the RG Standards, an IGCO direction, or our own findings require it.
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8. Related material
RG Standards for Internet Gambling, issued under B.C. Reg. 216/2025 — Standard 3.8 governs mandatory deposit limits, default loss and time limits, time-outs and reality checks. Voluntary Self-Exclusion Regulation, B.C. Reg. 217/2025 — governs Game Break. Both are published at bclaws.gov.bc.ca. Directions of the Independent Gambling Control Office are published at igcobc.ca. See also our Responsible Gaming (GameSense) page, our Deposit, Loss & Time Limits page, our Taking a Break page and our Game Break (Voluntary Self-Exclusion) page.