Responsible Gaming

Observe: Responsible gaming means making informed, conscious choices so gambling stays entertainment, not a source of harm. Expand: william-hill-casino-canada on william-hill-ca.com provides tools, information, and professional support to help you set limits, recognize risk, and pause or stop when needed. Reflect: We serve players in Canada under regulated frameworks (Ontario: VHL Ontario Limited, iGO/AGCO certificate 0805128; Rest of Canada: Virtual Digital Services Limited, MGA/CRP/543/2018). You must be of legal gambling age in your province/territory (18 or 19+). Our team is available to help at any point.

Risk Awareness

Observe: Problem gambling can develop gradually and is often linked to loss of control. Expand: Early recognition and timely action reduce harm. Reflect: Use the indicators and quick self-check below to assess your situation and consider support if needed.

• Increasing time or money spent on gambling; chasing losses.
• Thinking about gambling outside play, feeling restless or irritable when trying to stop.
• Hiding play from family/friends; borrowing to fund gambling.
• Missing work/studies or neglecting responsibilities due to gambling.
• Using gambling to escape stress, anxiety, or other problems.

Quick self-assessment (answer Yes/No)

• Do I gamble more or longer than I plan?
• Have I tried unsuccessfully to cut down or stop?
• Have I chased losses or increased stakes to feel the same excitement?
• Has gambling caused financial stress or debt?
• Has gambling harmed my relationships, work, or studies?

If you answered "Yes" to two or more, consider setting stricter limits, taking a time-out, or contacting a helpline below.

Limits & Tools

Observe: Limits reduce risk by pre-committing to safe thresholds. Expand: Our platform supports deposit and session controls, reminders, and short breaks. Reflect: These tools apply to william-hill-casino-canada accounts on william-hill-ca.com (Ontario: iGO/AGCO; RoC: MGA) and cannot be bypassed once set.

Deposit limits (daily/weekly/monthly)

1. Go to Account > Responsible Gaming (Player Protection) > Deposit Limits.
2. Select a period: Daily, Weekly, or Monthly.
3. Enter a CAD amount you can afford (e.g., Daily: 25 CAD; Weekly: 100 CAD; Monthly: 300 CAD).
4. Confirm. Increases take effect after a cooling-off period; decreases apply immediately.

Time-spent controls and session reminders

• Set a session timer in Account > Responsible Gaming > Time Controls (e.g., 30/60/120 minutes).
• Enable "Reality Check" pop-ups to display elapsed time, net result, and quick-exit options.

Time-Out (short breaks)

1. Account > Responsible Gaming > Time-Out.
2. Choose 24, 48, or 72 hours. Confirm to lock play for the period selected.
3. During Time-Out: you cannot deposit or wager; you may still contact support.

Regional compliance note: Tools and cooling-off periods may vary slightly by jurisdiction. Ontario configurations follow AGCO/iGO standards; RoC follows MGA guidelines.

Self-Exclusion

Observe: Self-exclusion is a strong protection that blocks access for a set period. Expand: It is non-reversible until expiry and may be combined with provincial programs. Reflect: Choose the option that best fits your needs; our team can guide you through it.

How to self-exclude (site-based)

1. Go to Account > Responsible Gaming > Self-Exclusion.
2. Select a period: 6 months, 1 year, 2 years, 3 years, or lifetime.
3. Read the key consequences, tick the confirmation box, and confirm your decision.
4. You will receive an on-screen and email confirmation (where permitted).

Ontario centralized program (My PlayBreak)

• Ontario players may enroll in iGaming Ontario's My PlayBreak via our Self-Exclusion page or directly with iGO.
• Durations commonly include 6 months to 3 years and indefinite options. Coverage applies across participating Ontario operators.

Consequences and funds

• Login, deposits, and wagering are blocked for the duration. Marketing communications are stopped as soon as practicable.
• Pending bonuses are forfeited. Pending bets are settled per game rules; new bets not permitted.
• Your remaining withdrawable cash balance remains yours; contact support to arrange withdrawal subject to verification. Access to the account interface may be restricted, so assistance occurs via support.
• Self-exclusion cannot be lifted early. Lifetime exclusion is intended to be permanent.

Regional compliance note: Ontario executions follow AGCO/iGO standards (VHL Ontario Limited, certificate 0805128). RoC executions follow MGA requirements (Virtual Digital Services Limited, MGA/CRP/543/2018) and may be paired with provincial programs (e.g., BC GameSense VSE, Atlantic Lottery self-exclusion).

Support Resources

Observe: Professional, confidential help is available 24/7 in Canada. Expand: Use local helplines, online counseling, blocking tools, and family support. Reflect: Choose the service most relevant to your location; emergencies: call 911.

Local support for Canada (provincial helplines)

• Ontario - ConnexOntario: 1-866-531-2600 | 24/7 | English, French, and interpretation in 170+ languages | Live chat and text available via connexontario.ca
• British Columbia - Gambling Support BC: 1-888-795-6111 | 24/7 | English + interpretation | Chat: gamblingsupportbc.ca
• Québec - Jeu: aide et référence: 1-800-461-0140 | 24/7 | French/English | jeu-aidereference.qc.ca
• Alberta - Addiction Helpline (AHS): 1-866-332-2322 | 24/7 | English + interpretation | albertahealthservices.ca
• Saskatchewan - Problem Gambling Help Line: 1-800-306-6789 | 24/7 | English
• Nova Scotia - Problem Gambling Helpline: 1-888-347-8888 | 24/7 | English

If your province/territory is not listed, dial 811 for health navigation or visit 211.ca to locate your provincial gambling support line. In crisis or if there is immediate risk, call 911.

Self-exclusion schemes by jurisdiction

• Ontario (CA): My PlayBreak (iGO) - centralized iGaming self-exclusion.
• British Columbia (CA): GameSense Voluntary Self-Exclusion (BCLC).
• Atlantic Canada (CA): Atlantic Lottery self-exclusion program.
• UK: GamStop - national online self-exclusion (gamstop.co.uk).
• Spain: RGIAJ - national register of gambling access bans.

Blocking and safer-play apps

• Gamban: Device-level gambling site/app blocking (gamban.com).
• BetBlocker: Free multi-platform blocking (betblocker.org).
• Banking tools: Ask your bank about merchant blocks and gambling spend controls.

Family and affected others

• Gam-Anon: Support for families of problem gamblers (gamanon.org).
• SMART Recovery Family & Friends: Tools for supporters (smartrecovery.org).

Confidentiality: Helplines and counseling are confidential within legal limits. Seeking help will not affect your right to withdraw eligible funds or to use responsible gaming tools.

Help for Family

Observe: Supporting someone with a gambling problem is challenging. Expand: Use calm, non-judgmental communication and encourage professional help. Reflect: Protect your own wellbeing while guiding the person to services.

• Choose a calm moment; focus on specific behaviours and impacts rather than blame.
• Listen, validate feelings, and suggest practical steps (limits, time-out, self-exclusion).
• Offer to help contact a helpline or attend the first counseling session.
• Protect household finances (separate accounts, budgets, spending caps).
• Seek support for yourself: Gam-Anon (gamanon.org), SMART Recovery Family & Friends, provincial helplines.

Next steps: encourage a professional assessment (provincial helpline), consider psychotherapy (CBT, financial counseling), and establish a safety plan. In emergencies or risk of harm, call 911.

Operator's Commitment

Observe: We operate under AGCO/iGO (Ontario) and MGA (RoC) standards requiring proactive safer-gambling measures. Expand: william-hill-casino-canada deploys monitoring, in-product messaging, and trained staff interventions. Reflect: Actions escalate proportionally to risk and respect privacy laws.

Risk monitoring and prompts

• Behaviour analysis: rapid deposit escalation, extended sessions, chasing losses, multiple payment instruments, repeated failed deposits, frequent bonus redemption, and late-night play patterns.
• Automated nudges: reality checks, spend/time reminders, safer-gambling education, and suggestions to set limits or take breaks.

When we may contact you or intervene

• We may reach out via in-account message, email, SMS, or phone if risk indicators meet internal thresholds or regulatory triggers.
• We may apply or propose measures: lower limits, temporary cool-offs, marketing suppression, affordability checks (where permitted), or account restrictions.
• All interactions are documented and follow AGCO/iGO and MGA requirements, and applicable privacy laws. We will never offer bonuses in response to safer-gambling discussions.

Updates

Observe: Responsible gaming standards evolve. Expand: We update this page to reflect regulatory and operational changes. Reflect: We notify players through:

• On-site banners or notifications in the Account Message Centre.
• Email notices to registered addresses where required or appropriate.

Last updated: 2025-10-29

Contact & Feedback

Observe: Direct access to support is essential. Expand: Use the channels below for safer-gambling requests, feedback, or to activate tools. Reflect: We aim to respond promptly and confidentially.

• Phone (Support): +1 833 677 8890 (toll-free for Ontario players; also available to Canada-based players). Hours: 24/7.
• Website: william-hill-ca.com
• Email: A dedicated responsible gaming email address will be published in your Account > Help > Responsible Gaming. Until then, please use the secure in-account messaging channel or call the number above.

Secure request form

Submit a safer-gambling request (set/change limits, request time-out or self-exclusion guidance, or ask for support follow-up). Logged-in submissions are routed securely to our Responsible Gaming team.

Full name

Email (registered)

Location
Select Ontario Rest of Canada
Request type
Set/adjust deposit or time limits Request Time-Out Self-Exclusion guidance Talk to specialist Other
Details

Submit request

Note: We may need to verify your identity before acting on account-specific requests. Marketing opt-outs are processed as soon as practicable. This policy applies to william-hill-casino-canada on william-hill-ca.com under AGCO/iGO (Ontario) and MGA (RoC) oversight.