AGCO streamlines responsible gambling training rules to support player protection

The Alcohol and Gaming Commission of Ontario (AGCO) has revised its standards for responsible gambling training, eliminating the need for Registrar approval of training programs in a move aimed at reducing administrative hurdles while upholding strong safeguards for players.

Announced on July 11, the update means operators are no longer required to seek formal sign-off for their responsible gambling training initiatives. However, the AGCO stressed that training remains mandatory, must be regularly refreshed, and should continue to follow recognized best practices.

“This change reduces red tape, encourages innovation, and maintains Ontario’s high standards for player protection,” the AGCO stated. The regulator said the adjustment also aligns with its outcomes-based approach and creates consistency across different segments of the province’s gaming industry, including iGaming.

The revised standards are designed to let operators swiftly update their programs in response to evolving research and player needs, without waiting for regulatory approval. Nonetheless, all staff interacting with players are still required to complete mandatory training that is kept current with best practices and employee input.

A new provision introduced this month also mandates that support be provided to individuals displaying signs of potentially harmful gambling, including easily accessible contact details for at least one organization that specializes in problem gambling support.

Earlier this year, in April, the AGCO issued additional guidance directing operators to actively monitor player behavior and identify those who may be at risk. Staff are expected to be trained to spot warning signs and to offer assistance as soon as issues emerge.

The AGCO’s aim to maintain player protections was underlined last month when it fined Casino Days CA$54,000 ($48,000) for failing to safeguard customers. The regulator found the operator used misleading bonus promotions that encouraged significant losses. 

“Player protection is a non-negotiable priority for the AGCO,” said Karin Schnarr, AGCO’s CEO and Registrar. “We expect operators to be truthful and transparent about their promotions, and we also require them to ensure that those promotions do not encourage reckless or harmful patterns of play.”

These regulatory updates come as Ontario’s iGaming sector continues to expand at pace. Since launching in 2021, the market has seen gross gaming revenue (GGR) rise from CA$1.26 billion ($920 million) in its first year to CA$3.20 billion ($2.34 billion) last year. 

The growth trajectory has carried into 2025, with GGR in April reaching CA$313.5 million ($228.4 million), up 25.3% year-on-year, and hitting a new monthly record in May at CA$338 million ($246 million), a 40.3% jump from the same month in 2024.