Log onJoin Now

Player Protection

This page applies to every Cold Lake Casino player. It starts when you open your account and covers every login, on every device. Read it alongside our Terms & Conditions and Bonus Policy.

Understanding our commitment

We built Cold Lake Casino for slots, live tables and game shows that people enjoy. Gambling should stay a pastime you can afford, not a source of worry. We give you clear tools, fast changes and straight answers. If play stops feeling like fun, we want you to act early, and we will back you up.

  • Use of our services is allowed only where local law permits it.
  • We comply with the Canadian requirements that apply to us on age checks, identity checks and anti-money laundering.
  • Every account is for players aged 19+.
  • We never push you to raise a limit or come back after a break.
  • Once you self-exclude or shut your account, marketing stops.

Getting free help

Support outside our casino is free and confidential. These organisations help players and the people around them:

  • Responsible Gambling Council
  • YMCA Youth Gambling Awareness Program
  • Gamblers Anonymous
  • ConnexOntario

Reaching out does not require closing your account or proving anything. Talking to someone early often makes the next step easier.

Using the tools you control

Every tool below sits in your account settings. You set it, you own it. Our support team can also apply any of them for you by email.

Set caps on deposits, wagers and stakes

Pick a daily, weekly or monthly cap on what you put in, what you bet in total and how much a single bet can be.

  • Deposit cap: limits the money you can add in the chosen period.
  • Wager cap: limits the total amount you can bet in the chosen period.
  • Stake cap: sets the maximum size of each bet or spin.
  • Once a cap is reached, the matching action is blocked until the new period starts.

Turning on reality checks

Reality checks are on-screen reminders that pop up at an interval you set. Each one shows how long you've played and your net result, so you always know where you stand.

  • Choose the interval that suits you.
  • From the pop-up, keep playing, check your history or log out in one tap.
  • Time alerts warn you when a session passes the length you set in advance.

Taking a cooling-off break

Need a break? Pick a time-out between 24 hours and 6 weeks to pause your account.

  • You cannot deposit, bet or claim offers during the break.
  • Withdrawals of your available balance stay open.
  • Once a break begins, you cannot make it shorter.
  • Your account reopens on its own when the period ends.

Opting for self-exclusion or account closure

Self-exclusion covers a longer stop. Account closure is a clean exit.

  • Self-exclusion blocks all real-money play for the entire term you choose.
  • We will not reverse self-exclusion early, even on request.
  • We block attempts to open a new account during the term.
  • Closing your account ends your relationship with us. Any balance left is returned to a payment method in your name.
  • All promotional emails and offers stop in both cases.

Clearing checks before you deposit

We check your ID and confirm your playing location before processing any deposit. This blocks minors and players in excluded locations, and makes sure every account belongs to one real adult.

Changing your limits

Limits work in one direction fast and the other direction slow, on purpose.

  • Lowering a limit: applies immediately.
  • Raising or removing a limit: applies after 24 hours.
  • During those 24 hours, your current, lower limit stays active.
  • A pending increase can be cancelled at any point before it kicks in.

The delay gives you a full day to think it over. Plenty of players find they no longer want the higher limit once the moment passes.

Keeping minors away from gambling

Real-money play at Cold Lake Casino is for adults 19+ only. Age checks are completed before we accept any deposit. At home, keep your login details private, log out at the end of every session and switch on device-level parental controls on any shared phone, tablet or computer. Full details are on our Protecting Minors page.

Taking the self-assessment quiz

Our self-assessment quiz is completely private and only takes a few minutes. It asks how often you play, how much you spend and where gambling sits in the rest of your life.

  • Answer honestly. Nobody at Cold Lake Casino sees your answers unless you choose to share them.
  • Your result points you to the tools above and the help organisations listed on this page.
  • Retake it whenever you like, for example every few months or after a big win or loss.

Warning signs include chasing losses, playing longer than planned, borrowing money to gamble, hiding gambling from family, or feeling restless when you stop. Spot any of these? Turn on a tool today and contact one of the organizations above.

Contacting us

Every player protection request goes through our support team by email. Ask us to set a limit, start a break, self-exclude you or shut your account, and we will act on it.

Email us from the address on your account. That way we can confirm it's you and answer quickly. Our How We Handle Your Data page explains how we use what you send.