Responsible Gaming

Responsible gaming is about enjoying online gambling as a form of entertainment while staying in control of your time, attention, and money. On Betano, we present how Betano, operating via betanogame-ca.com, encourages a conscious, informed approach to play so that it remains a recreational activity and not a source of financial or personal harm.

Betano is registered as an internet gaming operator with the Alcohol and Gaming Commission of Ontario (AGCO) under registration number OPIG1242502 (Kaizen Gaming Canada Inc.) and operates in cooperation with iGaming Ontario. For players in the rest of Canada, Betano's services are provided under an offshore licence issued by the Malta Gaming Authority (MGA) to Kaizen Gaming International Ltd. Regardless of jurisdiction, Betano applies responsible gaming standards designed to protect players.

If you feel that gambling is causing you stress, financial pressure, or relationship problems, you are not alone. Support is available from Betano's customer service team on betanogame-ca.com and from independent, confidential counselling services across Canada and internationally.

Risk Awareness

Gambling always involves risk. Knowing the early signs of problematic play helps you act before gambling harms your finances, health, or relationships. The following behaviours may indicate an increased risk of gambling-related harm:

• Increasing frequency or stakes: You bet more often or for higher amounts to feel the same excitement.
• Chasing losses: You return to betanogame-ca.com or other gambling sites specifically to try to win back money you lost.
• Preoccupation with gambling: You frequently think about past bets, upcoming games, or strategies even during work, study, or family time.
• Hiding your gambling: You conceal how much time or money you spend, delete browser history, or lie about your betting.
• Spending beyond your budget: You use money intended for rent, bills, food, or savings to fund gambling.
• Borrowing or using credit to gamble: You take loans, use overdrafts, or credit cards to continue playing.
• Emotional distress: You feel guilt, anxiety, irritability, or depression related to gambling, especially after losses.
• Difficulty stopping: You set limits for yourself but repeatedly ignore them or play longer than planned.

Self-assessment mini-test

Consider the statements below. Answer honestly with "Yes" or "No":

• In the last 12 months, have you spent more money on gambling than you originally planned?
• Have you ever tried to reduce or stop gambling but found it difficult to do so?
• Have your gambling activities caused arguments or tension with family, friends, or colleagues?
• Have you borrowed money, sold possessions, or used credit to fund your gambling?
• Do you feel restless, stressed, or irritable when you cannot gamble?
• Do you think gambling may be negatively affecting your work, studies, or daily responsibilities?

If you answered "Yes" to one or more of these questions, it may be helpful to use the responsible gaming tools on betanogame-ca.com and contact a professional support service listed below for confidential advice.

Limits & Tools

Betano, via betanogame-ca.com, provides a range of tools to help you control your play. These tools are available to eligible players in Ontario under AGCO and iGaming Ontario standards, and similar measures are offered to players in the rest of Canada under the MGA licence. Availability and exact labels may vary by jurisdiction, but the principles below apply generally.

Deposit limits

Deposit limits allow you to control how much money you can add to your betting account over a defined period. You can usually set daily, weekly, and monthly limits.

1. Access your profile: Log in to your account on betanogame-ca.com and go to "My Account" or "Profile".
2. Open the responsible gaming section: Select "Responsible Gaming", "Player Protection", or a similarly named menu item.
3. Choose "Deposit Limits": You will see options to set a daily, weekly, and monthly maximum deposit amount.
4. Enter your limits: For each period, type the maximum amount you can comfortably afford to lose, for example:
   • Daily: CAD 50
   • Weekly: CAD 150
   • Monthly: CAD 400
   Ensure these amounts come from disposable income, not essential funds (rent, utilities, food, debt repayments).
5. Confirm your settings: Review the numbers and click "Save" or "Confirm". The system will apply the lowest applicable limit automatically.

Important: In line with responsible gaming regulations, any request to decrease a limit usually takes effect immediately, while requests to increase or remove a limit are subject to a cooling-off period (for example, 24 hours or longer, depending on jurisdiction). This delay is designed to prevent impulsive changes made during periods of high emotion.

Time spent limits and session control

Time management is as important as money management. Betano provides tools such as session timers and play-time notifications:

• Session timer: You can set a maximum continuous session length (for example, 60 or 120 minutes). When the limit is reached, you will receive a notification and may be logged out or required to confirm that you wish to continue.
• Reality checks: At regular intervals (for example, every 30, 60, or 120 minutes), a pop-up will show how long you have been playing and your net results for the session. You can then choose to continue or log out.

To configure these options:

1. Log in and open "My Account" -> "Responsible Gaming" on betanogame-ca.com.
2. Select "Time Limits", "Session Limits", or "Reality Check".
3. Choose your preferred reminder frequency (for example, every 30 minutes) and, if available, a maximum session length.
4. Confirm your settings. As with deposit limits, shortening times generally takes effect immediately, while extending them may require a cooling-off period.

Short breaks ("Time-Out")

If you feel the need for a short pause from gambling, you can use the Time-Out tool (sometimes called a temporary break or cool-off). During a Time-Out, you will not be able to deposit or place bets.

1. Log in to betanogame-ca.com and go to "My Account" -> "Responsible Gaming".
2. Click on "Time-Out" or "Short Break".
3. Select the desired duration, typically between 24 hours and 72 hours or other available options.
4. Review the consequences (for example, no deposits or bets during the Time-Out) and confirm your choice.

Once a Time-Out is activated, it cannot usually be cancelled until the selected period has expired. This is a mandatory protection measure under responsible gaming best practices and, for Ontario players, consistent with AGCO/iGaming Ontario standards.

Self-Exclusion

If gambling is causing harm or you fear losing control, a longer break may be necessary. Self-exclusion is a formal agreement between you and the operator that restricts you from accessing your account for a fixed or indefinite period. Betano offers self-exclusion tools in line with AGCO/iGaming Ontario requirements and international best practice under the MGA licence.

How to activate self-exclusion

1. Access the self-exclusion menu: Log in and go to "My Account" -> "Responsible Gaming" -> "Self-Exclusion" (wording may vary slightly).
2. Select your exclusion period: Common options include:
   • 6 months
   • 1 year
   • 2 - 5 years (where available)
   • Lifetime (indefinite) self-exclusion
   Choose the period that realistically reflects the time you need to stabilise your finances and well-being.
3. Review key consequences: Before confirming, carefully read the information on what self-exclusion means in your jurisdiction (Ontario vs. rest of Canada), including access to games, promotions, and communication.
4. Confirm your decision: Tick the required acknowledgements and click "Confirm" or "Activate Self-Exclusion". You may be asked to re-enter your password or a verification code.
5. Record your confirmation: Keep a copy of the confirmation email or on-screen message for your records.

Consequences of self-exclusion

• Account access: You will not be able to log in, deposit funds, place bets, or use casino games on betanogame-ca.com for the duration of the self-exclusion. Attempting to create new accounts is a breach of the agreement and may lead to permanent closure of related accounts.
• Marketing communications: Betano will take reasonable steps to stop sending you promotional offers for the duration of your self-exclusion, in line with Ontario and MGA regulatory requirements.
• Existing balance: Treatment of any remaining balance is subject to the applicable terms and conditions and regulatory requirements:
  • In many cases, you may be able to request withdrawal of positive balances (excluding restricted bonus funds), subject to identity and security checks.
  • Refunds of deposits or losses are generally not provided unless required by law or specific regulatory direction.
• Reopening an account: For fixed-term exclusions (for example, 6 or 12 months), your account remains blocked until the period expires. In many jurisdictions, reactivation is not automatic: you may be required to contact support and confirm your decision in writing, and there may be an additional cooling-off period. Lifetime self-exclusions are generally not reversible.

Additional self-exclusion options in Ontario and other jurisdictions

• Ontario players (My PlayBreak): In addition to site-level exclusion, Ontario players can register for My PlayBreak, the province-wide self-exclusion program managed by OLG/iGaming Ontario and AGCO. This allows you to exclude yourself from multiple regulated gaming sites and land-based facilities. Visit the official AGCO or iGaming Ontario websites for details.
• Other provinces and territories: Many provincial gaming corporations offer their own self-exclusion programs covering land-based facilities and, in some cases, online platforms. Check your provincial gaming authority's official website for eligibility and registration procedures.

If you need assistance with self-exclusion, contact Betano's support team through the help section of betanogame-ca.com or reach out to one of the independent support services listed below for guidance.

Support Resources

Professional help is confidential, non-judgmental, and often free. Using these services does not affect your legal rights or your status as a customer. For any emergency where you or someone else is at immediate risk of harm, call 911 or your local emergency number.

Local support in Canada

Problem gambling services in Canada are primarily organised at the provincial and territorial level. The following resources are key starting points:

• ConnexOntario (Ontario residents)
  • Phone: 1-866-531-2600
  • Website: connexontario.ca
  • Hours: 24/7
  • Languages: English and French, with access to interpretation in many other languages
  • Services: Information and referral for problem gambling, mental health, and substance use services across Ontario.
• Provincial problem gambling services (rest of Canada)
  • Each province and territory operates its own problem gambling helpline and treatment network (for example, through provincial health ministries or gaming corporations).
  • To find the correct number and services for your region, visit your provincial government website and search for "problem gambling helpline" or "gambling support services".
• Canada-wide mental health crisis support
  • If gambling has led to suicidal thoughts or severe emotional distress, you can contact the Canada Suicide Prevention Service (CSPS). For current phone, text, or chat options and hours, consult the official government or CSPS websites.

Note: Helpline numbers and services can change. Always confirm the most current contact details on the official website of the service provider or your provincial health authority.

International support organizations

National self-exclusion schemes (outside Canada)

• United Kingdom - GamStop
  • Scope: Free, nationwide self-exclusion from most licensed UK online gambling sites.
  • Website: gamstop.co.uk
  • Duration: Typically 6 months, 1 year, or 5 years.
• Spain - RGIAJ / DGOJ self-exclusion registry
  • Scope: Centralised registry maintained by the Spanish gambling regulator (DGOJ) that allows exclusion from licensed operators in Spain.
  • Website: Access via the official DGOJ site for current procedures.
• Other countries: Many jurisdictions maintain central self-exclusion registers or national schemes. Check the website of your local gambling regulator for eligibility and registration instructions.

Blocking apps and website filters

Technical tools can complement the account-level protections at betanogame-ca.com:

• Gamban - Software that blocks access to gambling websites and apps on your devices.
  • Website: gamban.com
  • Compatibility: Major desktop and mobile operating systems.
• BetBlocker - Free blocking software that restricts access to thousands of gambling sites.
  • Website: betblocker.org
  • Features: Custom block periods, parental control options.
• General internet filters: Parental control and filtering tools (for example, those provided by device manufacturers or internet service providers) can further restrict access to gambling content, especially on shared or family devices.

Family and loved ones support resources

• GamAnon (Gamblers Anonymous for families)
  • Website: gamanon.org
  • Support: Meetings and materials for relatives and friends of people with gambling problems.
• Gambling Therapy - Family & Friends
  • Website: gamblingtherapy.org
  • Support: Online forums, live chat, and resources dedicated to people affected by someone else's gambling.

All of these organisations emphasise confidentiality. They will not share your information with betanogame-ca.com, Betano, or third parties without your consent, except where legally required (for example, if there is an immediate risk of serious harm).

Help for Family

Gambling problems affect not only the person who plays but also their family, partners, and friends. If you are worried about someone who may be experiencing gambling harm, it is important to protect your own well-being while encouraging them to seek help.

How to talk to someone about their gambling

• Choose the right moment: Speak when both of you are calm, not immediately after a loss or argument.
• Use "I" statements: Focus on how their gambling affects you and the family instead of blaming or accusing. For example, "I feel worried when bills are unpaid" rather than "You are irresponsible."
• Be specific but compassionate: Refer to concrete examples (missed payments, broken promises) while emphasising that you care about the person, not just their gambling.
• Encourage, do not control: You cannot force someone to stop, but you can encourage them to use tools such as deposit limits, self-exclusion, and professional counselling.
• Set boundaries: Clearly state what you can and cannot do, for example, not lending more money or not lying to cover their debts.

Family support groups and online communities

Connecting with others in similar situations can provide emotional support and practical strategies:

• GamAnon - Offers support meetings and resources for families and friends of people with a gambling problem (gamanon.org).
• Gambling Therapy - Family & Friends forums - Provides moderated online forums and live support for those affected by another person's gambling (gamblingtherapy.org).
• Local community and health services in Canada - Provincial mental health and addiction services often have programs for families. Check your province's official health website for details.

Recommended next steps

• Seek professional counselling: A licensed psychotherapist, psychologist, or counsellor experienced in addiction can help both the person who gambles and family members.
• Use helplines: Call a provincial gambling helpline (for example, ConnexOntario at 1-866-531-2600 for Ontario residents) to discuss your situation and obtain referrals for local services.
• Protect your finances: Consider separating finances, monitoring joint accounts, and speaking with a financial advisor if debts have accumulated.
• Prioritise safety: If conflicts escalate or there is a risk of violence or self-harm, contact emergency services (911) or a crisis line immediately.

Remember that you did not cause the gambling problem and cannot solve it alone. Support is available for you, even if the person who gambles is not yet ready to seek help.

Operator's Commitment

Betano, as operated through betanogame-ca.com, is committed to responsible gaming in all its markets. In Ontario, Kaizen Gaming Canada Inc. is subject to AGCO and iGaming Ontario standards. Outside Ontario, Betano applies similar controls under its MGA licence, even where local regulations are less prescriptive.

Internal risk checks and monitoring

To identify potential gambling-related harm, Betano uses internal systems that may include:

• Behavioural analysis: Monitoring patterns such as sudden increases in deposits, extended play sessions, frequent chasing of losses, and repeated failed deposit attempts.
• Age and identity verification: Ensuring that all players meet the legal age requirement in their province or territory (for example, 19+ in Ontario) and verifying identity in line with regulatory and anti-money laundering standards.
• Limit and tool usage: Tracking when customers set, change, or remove responsible gaming limits to help identify risky behaviour (for example, frequent attempts to raise limits).
• Protection of vulnerable players: Applying enhanced scrutiny where indications suggest financial vulnerability or other risk factors.

Proactive communication and interventions

Based on these risk checks, Betano may initiate protective actions, including:

• On-site messages: Displaying pop-ups or banners recommending breaks, limits, or self-exclusion when risk indicators are detected.
• Direct contact: In higher-risk cases, customer support may contact you by email, SMS, or telephone using the contact details registered on your account. The purpose is to:
  • Check on your well-being;
  • Provide information about responsible gaming tools and support services; and
  • Encourage the use of limits, Time-Outs, or self-exclusion where appropriate.
• Imposed restrictions: In line with regulatory obligations and internal policies, Betano may:
  • Apply or reduce deposit and loss limits;
  • Restrict access to certain products or promotions; or
  • Temporarily or permanently close accounts, particularly where continued play presents a high risk of harm.

Any such measures aim to balance your autonomy as an adult player with Betano's duty of care under AGCO/iGaming Ontario standards in Ontario and under the MGA framework for the rest of Canada. Interventions are carried out with respect for your privacy and in accordance with applicable privacy and consumer protection laws.

Updates

Responsible gaming standards and regulatory requirements in Canada evolve over time. Betano and betanogame-ca.com periodically review and update this page to reflect:

• Changes in AGCO, iGaming Ontario, and MGA regulations;
• New or updated responsible gaming tools and features on betanogame-ca.com;
• Changes to external support services or helplines; and
• Developments in best practices for the prevention and treatment of gambling-related harm.

How you will be informed:

• Website updates: The latest version of this Responsible Gaming page will always be available in the help or footer section of betanogame-ca.com and on Betano.
• In-account notifications: For material changes (for example, new mandatory limits or significant changes to self-exclusion procedures), Betano may notify you via in-account messages or pop-ups after login.
• Email or SMS: Where required by law or deemed appropriate due to the significance of changes, Betano may send direct communications to the contact details registered on your account.

Last updated: 15 January 2026

Contact & Feedback

If you have questions about responsible gaming, need help using the tools described above, or wish to provide feedback on this page, there are several ways to reach out.

Contacting Betano via betanogame-ca.com

• In-account support: Log in to your account on betanogame-ca.com and open the "Help" or "Contact Us" section to access live chat or messaging. These channels are suitable for:
  • Activating or adjusting deposit and time limits;
  • Requesting self-exclusion or clarifying its consequences; and
  • Reporting concerns about your own or someone else's gambling behaviour.
• Email and phone: Specific email addresses and phone numbers for Betano's customer support and responsible gaming team may change over time and are not listed in the data provided to Betano. For the most accurate and current contact details, please consult the "Contact Us" section on betanogame-ca.com while logged in.

Feedback form (self-control & support requests)

You can use the form below to structure your request or personal reflection before contacting support. Do not include passwords or full payment details.

Responsible Gaming Feedback & Support Request

Name (optional):


Email (for reply):


Province/Territory (e.g., Ontario, Quebec):


Main topic:
Setting or changing limits Self-exclusion Concerned about my gambling Concerned about someone else's gambling Technical issue with responsible gaming tools General feedback

Your message (describe your situation and what kind of help you are seeking):


I understand that this form is for responsible gaming support and feedback only and does not replace emergency services. I consent to my information being used to respond to my request in accordance with applicable privacy laws.

Submit request

This form is provided as a structural example. To ensure your request is received and handled by the appropriate team, always use the official communication channels provided on betanogame-ca.com.

Disclaimer: The information on this page is for general guidance only and does not constitute legal, financial, or medical advice. If you are experiencing a crisis, contact emergency services or a crisis line immediately.