The Alcohol and Gaming Commission of Ontario (AGCO) has issued a C$105,000 penalty to Score Media and Gaming (theScore) for responsible gambling failures.
The fine follows a regulatory review during which AGCO found multiple breaches of the Registrar’s Standards for Internet Gaming.
The review found that theScore failed to address a customer who had wagered C$2.5 million and lost C$230,000 over an eight-month period, including a loss of C$100,000 during their first month of play.
The operator also allegedly ignored a customer who was displaying problem gambling behaviour such as repeated bonus requests and loss-chasing, and also showing signs of distress to their VIP host.
The regulator found that theScore failed to intervene and prevent the high-risk play.
AGCO also noted that theScore relied on customer self-assessments as a basis to allow them to continue to play without intervention.
In total, theScore is said to have breached three sections of the Registrar’s Standards: Section 2.01, which requires operators to create and maintain policies to identify and minimise financial harm caused by irresponsible gambling; Section 2.10, which instructs operators to use a mechanism to monitor player accounts and behaviours; and Section 2.12, which mandates that employees must understand the importance of responsible gambling and customer safety.
“Player protections are a fundamental requirement for any gambling operator looking to conduct business in Ontario,” said Dr. Karin Schnarr, chief executive of AGCO. “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.”