Responsible Gaming
We take responsible gaming seriously. That's not a PR line — it's built into our systems, our team's training, and how we think about every player on our platform.
Gaming is supposed to be fun. A way to unwind, chase a bit of excitement, maybe land something big on a Friday night. We get it — that's why we built Crown Coins Casino. But we also know that for some players, what starts as entertainment can shift into something more troubling. We're not going to pretend otherwise. Our job isn't just to deliver great games — it's to make sure we're doing right by every Canadian who plays with us. That means giving you real tools to stay in control, not just a page buried in the footer that nobody reads. These tools are live, they work, and our support team is trained to respond fast when someone reaches out. ConnexOntario is one of the resources we point players to immediately if they need to talk to someone — 24/7, bilingual, no judgment.
We're licensed by the Kahnawake Gaming Commission (KGC/2024-07823), and responsible gaming isn't a checkbox for us under that licence — it's an ongoing obligation. The KGC monitors our compliance, and we welcome that scrutiny. When you play here, you're playing on a platform that answers to a real regulator. That matters in the Canadian online gaming market, where unlicensed operators still exist and responsible gaming practices vary wildly. We don't cut corners on this stuff.
Deposit Limits — You Decide the Numbers
Deposit limits are the single most effective responsible gaming tool we offer, and we make them dead easy to set. Head into your account settings under "Responsible Gaming" and you'll find three limit types: daily, weekly, and monthly. You choose the cap — whether that's $20 a day or $500 a month — and once you hit it, your account stops accepting deposits until the period resets. No override. No "are you sure you want to increase it?" prompt that tempts you to push further. The limit is the limit. If you want to raise a limit, we apply a mandatory 24-hour cooling-off period before it takes effect, so there's always a gap between the impulse and the action.
We also offer loss limits and wager limits if you'd rather control by outcome rather than input. Some players find it more intuitive to say "I'm okay losing up to $100 this week" rather than capping deposits. Both approaches are available, and you can stack them — a daily deposit limit alongside a weekly loss limit, for example. We built this flexibility because one-size-fits-all tools rarely fit anybody well. If you're not sure which limit type suits you, email us at [email protected] and we'll walk you through it.
Self-Exclusion — A Full Stop When You Need One
If you feel like gaming is getting away from you, self-exclusion is the most direct tool available. You can apply for self-exclusion through your account settings or by contacting our support team directly. Self-exclusion periods available: 1 month, 3 months, 6 months, 1 year, or permanent. The moment your exclusion is active, you cannot log in, deposit, or play. We also suppress all marketing communications — no promotional emails, no bonus offers, no "we miss you" messages. None of it.
How Self-Exclusion Works
- 1 Go to Account Settings → Responsible Gaming → Self-Exclusion, or contact support
- 2 Choose your exclusion period (1 month to permanent)
- 3 Confirm your request — takes effect within 24 hours, usually within 1 hour
- 4 All marketing is suppressed immediately; login access is revoked
- 5 Reinstatement requires a written request and a cooling-off review — no instant reversal
We want to be clear about the reinstatement process: it's intentionally slow. If you request to reopen your account after a self-exclusion, our responsible gaming team reviews the request and applies an additional 7-day waiting period before access is restored. We'll also send you links to support resources before we reinstate. If your exclusion is permanent, we don't process reinstatement requests at all. That's the point of a permanent exclusion — it means permanent. We know that can feel restrictive, but it's what we believe is the right policy. Problem Gambling Canada offers a national self-exclusion coordination service that can extend your exclusion across multiple gambling platforms simultaneously.
Cooling-Off Periods — A Pause, Not a Shutdown
Not every difficult gaming session calls for full self-exclusion. Sometimes you just need a few days away. That's what cooling-off periods are for. Available durations: 24 hours, 48 hours, 1 week, 2 weeks, or 1 month. During a cooling-off period, you can't deposit or play. Your account is still active — you can log in to check your balance or withdraw any remaining funds — but gameplay is suspended. No marketing during your cooling-off period either.
Cooling-off periods are useful if you've had a frustrating session and feel the urge to chase losses. That particular pattern — depositing more after a loss to "win it back" — is one of the clearest warning signs for problem gambling behaviour. If you recognize it in yourself, set a cooling-off period right now, even a 24-hour one, and use that time to step back. If you find yourself repeatedly using cooling-off periods and then jumping straight back into heavy play, that's a signal that a longer self-exclusion might be the better call. Our support team can help you think through which tool fits your situation.
Recognizing the Warning Signs
Problem gambling doesn't usually look dramatic from the inside. It tends to creep up — a bit more time than planned, a bit more money than budgeted, a bit more stress when you can't play. Here are the patterns we ask our players to watch for honestly. Tick any of these boxes regularly and it might be time to use one of our tools or reach out for support:
If any of this sounds familiar, reaching out to GamCare or BeGambleAware is a strong first step — both offer free, confidential support. There's no referral needed and no judgment. You can also use our live chat to speak directly with a trained member of our team who can help you access the right tools on your account right now. You don't have to be in crisis to ask for help — catching these patterns early is the whole point.
Age Verification and KYC Policy
We don't allow anyone under 19 years of age to play on our platform. That's the legal gambling age across most Canadian provinces, and we enforce it — not just with a checkbox on the registration form but through our KYC (Know Your Customer) verification process. Before processing a first withdrawal, all players must submit valid government-issued photo ID (passport, driver's licence, or provincial ID card) plus proof of address (utility bill or bank statement, dated within 90 days). Our compliance team reviews documents within 24 hours.
We understand KYC can feel like a hassle. We'd be happy to process withdrawals without it if the regulations allowed, but they don't — and honestly, it's a good thing. KYC protects you too. It ensures the funds in your account can only go back to you, prevents fraud and identity theft, and keeps underage players off the platform. The National Council on Problem Gambling consistently points to strong age verification as a key harm-reduction measure. We take that seriously. If your documents are flagged during review, our support team contacts you directly to resolve it — we don't just silently freeze accounts. Submit your documents early and it's a one-time process. After that, withdrawals clear fast.
Support Resources
Free, confidential help is available — 24 hours a day, 7 days a week.