Responsible Play
A. Our commitment
Kelowna Casino is designed for adults who gamble as a pastime. We aim to keep each member's play inside limits that fit them, and we place the tools for setting those limits right inside your account, whichever area you use: Live Casino, the Lobby, Promotions or Jackpots.
Our games are offered only where local law allows, following Canadian requirements on age, identity checks and anti-money laundering. Team members receive training to spot indicators of harmful gambling and act on them, with the same standard applied to VIP Club and Kelowna Rewards members.
B. Protecting minors
An account may be held only by adults aged 19 or older. We confirm your identity and location before accepting a first deposit. Should we discover that an account belongs to a person under 19, we close it and void its wagers. Our Age Verification page sets out the full process.
C. Self-assessment
The self-assessment quiz takes just a few minutes and examines your recent play. It asks how frequently you play, whether you chase losses, and whether gambling has an effect on your work, sleep, finances or relationships. Your answers remain private and give you a truthful view of your habits. If the result suggests risk, we point you to suitable tools and to the support services listed below.
D. How limit changes take effect
Reducing a limit takes effect immediately. Raising a limit or removing it takes effect only once 24 hours have passed, giving you time to rethink any choice made mid-session.
E. Tools you control
Setting limits on deposits, wagers and stakes
A deposit limit restricts how much you can add to your account over a period you select. A wager limit restricts the total you can bet within a chosen period. A stake limit sets the maximum amount permitted on each single bet or spin.
Reality checks
A reality check pauses your session at an interval you choose and shows your playing time and net result before you carry on. Time alerts work alongside them and notify you when a session reaches the length you have set.
Cooling-off period
A cooling-off period pauses your account for a length of time between 24 hours and 6 weeks. Deposits and play are unavailable until it ends, and your account then reopens.
Self-exclusion
Self-exclusion suits anyone who needs a longer break than a cooling-off period allows. Once it is active, your account stays blocked for the full term and cannot be reopened early. We also remove you from our marketing lists.
Account closure
Should you prefer to stop playing with us altogether, send our team an email and we will close the account. Whatever balance is left will be paid out via an approved withdrawal method, subject to the checks set out in our General Terms.
Identity and location checks
We accept deposits only after confirming your identity and location. This prevents minors, and anyone outside the regions we serve, from funding an account.
F. Free, confidential support
These organisations offer free help to anyone affected by gambling, including family members and friends:
- Kindbridge Behavioral Health
- Responsible Gambling Council
- ConnexOntario
- Gambling Therapy
G. Contact
Email help@kelownacasino.app to set up a tool, ask about your play, arrange a closure or send a general enquiry. Our player protection team deals with every message in confidence.