OLG Casino Privacy Policy

Ontario Lottery and Gaming Corporation (OLG), a Crown agency of the Province of Ontario, is responsible for the operation of certain gaming products and services, including OLG Casino. This Privacy Policy governs the collection, use, disclosure, retention, and protection of personal information by OLG Casino and related operations, including the online platform PlayOLG and land-based casino facilities conducted and managed by OLG across Ontario.

Privacy practices are subject to Ontario’s Freedom of Information and Protection of Privacy Act (FIPPA) and oversight by the Information and Privacy Commissioner of Ontario. All customer information is treated as personal information protected by applicable provincial law.

1. Scope of This Policy

This Privacy Policy applies to personal information collected, used, and disclosed by OLG through:

• OLG.ca and PlayOLG.ca websites
• Land-based casino facilities conducted and managed by OLG
• Player account registration and management systems
• Loyalty programs and marketing communications
• Customer support interactions
• Gaming transactions and prize payments

Where OLG works with third-party service providers to operate casino facilities, those operators may maintain additional privacy notices. OLG remains responsible for personal information collected for OLG purposes, and this policy governs how such data is handled for those purposes.

2. Information Collected

Personal information is collected to operate a regulated and responsible gaming business in accordance with legal and regulatory requirements. Categories of information collected include, but are not limited to:

• Identity information: full legal name, date of birth, government-issued identification documents, photographs for verification purposes
• Contact details: mailing address, email address, telephone number
• Account information: username, password, account preferences, transaction history
• Financial data: banking institution details, credit card information for account administration, payment and prize settlement records
• Gaming activity: wagering history, game participation records, responsible gambling indicators
• Verification data: age verification records, identity authentication results, self-exclusion status

3. Use of Personal Information

Personal information is used for purposes that include:

• Regulatory compliance: age and identity verification to ensure players meet minimum age requirements (19 years or older for casino gaming), compliance with anti-money laundering obligations, and adherence to gaming regulations enforced by the Alcohol and Gaming Commission of Ontario (AGCO)
• Account management: processing registrations, secure login authentication, account maintenance, and customer identification
• Responsible gambling: operating responsible gaming programs, monitoring play patterns, administering self-exclusion programs, and fulfilling obligations to operate a responsible gaming business
• Prize payment: validating winning claims, processing payouts, and maintaining prize distribution records
• Fraud prevention: detecting and preventing fraudulent activity, unauthorized access, and gaming integrity violations
• Customer service: responding to inquiries, resolving disputes, and providing support through the Support Centre
• Legal obligations: complying with court orders, law enforcement requests, and other legal and regulatory requirements

Personal information is used only for purposes that are authorized by law and are consistent with the purposes for which the information was collected or subsequently consented to, where required.

4. Disclosure of Personal Information

Personal information may be disclosed to third parties, in accordance with FIPPA and other applicable laws, in circumstances that include:

• Other government organizations: as authorized or required by law, including other Ontario government agencies and regulatory bodies
• Law enforcement: where required by legal process or to assist in investigations or enforcement activities
• Service providers: third-party operators of casino facilities, financial institutions, payment processors, technology vendors, and other contractors that support the delivery and administration of gaming products and services
• Legal and professional advisors: to obtain legal, accounting, or other professional advice as necessary for legal compliance and business operations

Personal information is not sold to third parties. All disclosures are made for purposes consistent with OLG’s mandate as a Crown corporation and in accordance with legal and regulatory requirements.

5. PlayOLG Registration and Verification

PlayOLG operates on the basis of verified player registration. Anonymous play is not permitted. All players must complete a registration process that requires verification of identity and age, and the collection of personal and financial information, before engaging in online gambling. This environment supports the following:

• Verification that each player is of legal age
• Compliance with responsible gambling requirements
• Secure account management and player protection
• Prize settlement and account administration

Registration requires submission of identity documents and completion of age verification checks. Encryption and secure transmission protocols are used to protect information during the registration process.

6. Data Security and Retention

Technical, physical, and administrative measures are implemented to protect personal information against unauthorized access, disclosure, copying, use, or modification. These measures include:

• Secure transmission and encryption technologies
• Access controls limiting which personnel may view personal information
• Monitoring, logging, and audit procedures
• Physical security controls at casino facilities and data storage locations

Personal information is retained for as long as necessary to fulfill the purposes for which it was collected, to comply with legal and regulatory requirements, and to maintain required business records. Retention periods vary depending on the type of information and applicable legal obligations. Once no longer required, personal information is disposed of or anonymized in a secure manner, in accordance with OLG policies and legal requirements.

7. Your Privacy Rights

Subject to applicable law, including FIPPA, individuals have the right to:

• Access personal information: request access to personal information in the custody or under the control of OLG
• Request correction: seek correction of inaccurate or incomplete personal information
• Ask questions: inquire about privacy practices and the handling of personal information
• Make formal requests: submit Freedom of Information (FOI) requests under FIPPA for records, including records containing personal information

Requests may be subject to verification of identity and to any applicable fees or exceptions permitted by law.

8. How to Contact OLG About Privacy

For general privacy questions or to access or update personal information, contact:

OLG Support Centre: 1-800-387-0098

Freedom of Information and Privacy Office: 705-946-6750

Mailing address for privacy matters:
Ontario Lottery and Gaming
Attention: Privacy
4120 Yonge Street, Suite 409
Toronto, ON M2P 2B8

9. Freedom of Information Requests

To submit a formal FOI request for records or personal information under FIPPA:

• Submit the request in writing
• State that the request is made under the Freedom of Information and Protection of Privacy Act
• Describe the records being requested with sufficient detail to identify them
• Include name and contact information
• Enclose a $5 application fee payable to Ontario Lottery and Gaming Corporation
• Include a copy of valid government-issued identification if requesting access to personal information about yourself

Mail FOI requests to:

FOI Specialist
Freedom of Information Office
Ontario Lottery and Gaming Corporation
4120 Yonge Street, Suite 600
Toronto, ON M2P 2B8

OLG is required to respond to FOI requests within 30 calendar days of receipt, subject to any authorized extensions under FIPPA. Before submitting a formal request, individuals are encouraged to determine whether the information sought is already available on OLG.ca or through the OLG Support Centre.

10. Age Restrictions

Casino gaming facilities conducted and managed by OLG and the PlayOLG online platform are restricted to individuals who are 19 years of age or older. Age verification is a condition for registration, account use, and entry to casino facilities. Access may be denied where age cannot be verified.

11. Policy Updates

This Privacy Policy may be updated periodically to reflect changes in legal requirements, regulatory guidance, operational practices, or technologies. Updated versions will be posted on OLG.ca or relevant service websites. Continued use of OLG Casino services after changes take effect will be treated as acknowledgment of the updated Privacy Policy, to the extent permitted by law.

12. Additional Information

Additional information on privacy practices across OLG products and services is available at OLG.ca, including:

• Privacy and Cookie Policy
• Website Privacy Policy

These documents include further details on the collection, use, disclosure, and protection of personal information across OLG-operated products, services, and digital platforms.