Note: that the Canadian province of Ontario was further migrated to XON from KCG on 12.04.2022
CUSTOMER IMPACT:
- Gibraltar regulations will be followed concerning KYC, Risk, and RG topics – no SOP changes.
- Games offering has been updated. The following casino vendors have been recently restricted for Canada: Evolution, Red Tiger Gaming, Skywind Group, Realistic, NetEnt, Yggdrasil, Gamevy, Blueprint, NYX, Frails, Novomatic, IWG, and IGT.
- After the licence change, customers will receive two interceptors upon their first login to accept the new terms (screenshot) and conditions, and privacy policy (screenshot). These are mandatory and the customer cannot decline them should the customer wish to continue with their account.
- Customers who do not wish to accept the changes: CS 1st line can escalate to the Payments team for manual withdrawal.
- Any complaints related to the new licence should be escalated to LRG Complaints International via Zendesk. LRG team will run relevant checks with Compliance and forward the complaint to the regulator if needed.
Escalation Path: - "Apply macro > ESCALATE / ASSIGN EMAIL TO > LRG Complaints international
RESPONSIBLE GAMBLING
A KGC comprehensive self-exclusion (regulator blacklist) exists for the KGC jurisdiction. Customers register on the regulator website via a KGC Exclusion Form. Entry to the list is permanent and irrevocable. There is no automatic Entain account update. Accounts are marked by LRG International as RGClosed accounts with the comment "Player is in the KGC blacklist". Requests from such accounts need to be escalated to LRG Escalations International.
Escalation Path: - "Apply macro > ESCALATE / ASSIGN EMAIL TO > LRG Escalations International >Escalate to LRG Escalations International"
IMPORTANT: CS 1st line can provide information on the blacklist to customers upon request, but as this is an extreme measure, it should be recommended with caution by the LRG team only.
COMMUNICATIONS GUIDELINES ABOUT NEW LICENCE:
UNDER 19'S
From 27.10.2022 customers need to be 19 before they can register or play on the site. Around 350 accounts were suspended with a clear note and customers received an email about the change on 20.10.2022. Once customers turn 19 they may contact us to unblock their account.
IMPORTANT: If customers specifically ask what necessitated the change, you may advise them we switched to a Kahnawake licence. In case you receive any further serious or threatening complaints from them about the change, please contact LRG Complaints International via Zendesk. These complaints could contain the following, but are not limited to.
“I could play one month ago and now I cannot.”
“Why could I deposit before and now my account is blocked?"
“I want my money back.”
Escalation Path: - "Apply macro > ESCALATE / ASSIGN EMAIL TO > LRG Complaints international "
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