Toronto-based operator failed to address high-risk gambling behaviour despite clear warning signs, regulator finds
A regulatory investigation revealed that a theScore patron wagered $2.5 million and lost approximately $230,000 over an eight-month period. The player lost around $100,000 in the first month alone, demonstrating frequent high-stakes play and escalating losses that indicated potential gambling-related harm.
The patron repeatedly requested bonuses, displayed loss-chasing behaviour, and showed signs of distress to the operator’s VIP host. Despite these clear warning signs and inaccurate income documentation, theScore relied on the patron’s self-assessments and failed to conduct meaningful responsible gambling due diligence or interventions.
“Player protections are a fundamental requirement for any gambling operator looking to conduct business in Ontario,” said Dr. Karin Schnarr, AGCO Chief Executive Officer and Registrar. “When operators fail to uphold these critical safer gambling standards, they not only betray the trust of their players but also undermine the integrity of Ontario’s regulated iGaming market.”
Violations Cited
theScore was found to have violated three sections of the Standards:
Section 2.01: Operators must implement and follow policies and procedures that identify, prevent and minimize the risks of harm from gaming to players.
Section 2.10: Operators must use mechanisms to monitor player accounts and behaviours.
Section 2.12: Employees must understand the importance of responsible gambling and consumer safety.
The AGCO’s rigorous oversight ensures operators are held accountable for monitoring player behaviour and intervening with appropriate supports to address high-risk gambling activity. This regulatory framework offers Ontario residents a safer alternative to unregulated gambling sites that lack comparable safeguards.
theScore has the right to appeal the Registrar’s decision to the Licence Appeal Tribunal (LAT), an adjudicative tribunal independent of the AGCO and part of Tribunals Ontario.
About theScore
Score Media and Gaming Inc. is a digital media and betting company headquartered in Toronto. The company was acquired by Penn Entertainment in August 2021 and received its Ontario sports betting licence in April 2022.
About AGCO
The Alcohol and Gaming Commission of Ontario is a provincial regulatory agency reporting to the Ministry of the Attorney General. Established under the Alcohol and Gaming Commission of Ontario Act, 2019, the AGCO oversees Ontario’s regulated iGaming market, which launched in 2022 with player protection standards designed to mitigate the risk of gambling-related harm.
