Privacy Policy
This Privacy Policy sets out the principles and procedures by which the Ontario Lottery and Gaming Corporation (OLG) collects, uses, discloses, retains, and protects personal information relating to the use of PROLINE and PROLINE+ betting services. This policy applies to all users accessing PROLINE products within Ontario, Canada.
OLG operates as a Crown corporation and is subject to the Freedom of Information and Protection of Privacy Act (FIPPA) and Canada’s Anti-Spam Legislation (CASL). Personal information is collected and processed only where it is directly required for gaming operations and regulatory compliance.
1. Information Collected
1.1. Identity and Contact Information
Collection includes full name, date of birth, residential address, email address, telephone number, and government-issued identification details (such as driver’s license numbers or other official ID). This information is necessary to verify identity, determine account eligibility, and comply with Ontario gaming regulations.
1.2. Financial Information
Banking details, payment method data, withdrawal account information, transaction history, deposit amounts, withdrawal requests, and a full record of all financial transactions associated with the account are collected. This data is required for processing deposits, paying winnings, and maintaining records as mandated by law.
1.3. Betting and Play History
Records include all wagers placed (bet selections, amounts, odds, settlement dates, outcomes) and complete play history. This supports account management, dispute resolution, regulatory reporting, and monitoring for responsible gambling.
1.4. Device and Location Data
IP addresses, device identifiers, and geolocation data are obtained to confirm that users are physically located in Ontario during account use and wagering. Geographic verification is required and prevents access from non-permitted jurisdictions.
1.5. Responsible Gambling Settings
Data collected includes deposit limits, reminder settings, Sports Spend Limits, My PlayBreak self-exclusion choices, and other responsible gambling tool configurations set by users. Records of login frequency, session durations, and certain behavioral patterns are maintained for risk assessment and player protection purposes.
1.6. Supporting Documentation
Copies of government-issued identification, proof of address, banking verification, and other documents provided during identity or withdrawal verification procedures are collected as required.
2. Identity Verification Procedures
2.1. Initial Verification
Prior to account activation, user identity data (name, date of birth, address) is shared with third-party verification providers. If initial verification fails, users must submit further documentation.
2.2. Biometric Verification
Optional biometric verification may be offered through Persona, a contracted identity verification provider. Voluntarily submitted biometric data, such as facial recognition, is used solely for the purposes of identity fraud prevention and regulatory compliance. Persona uses biometric data exclusively as per contract with OLG and not for additional uses referenced in Persona’s general privacy terms.
2.3. Ongoing Verification
Further identity verification may be requested at any point to confirm account ownership, investigate suspected fraud, or respond to regulatory inquiries.
3. Use of Personal Information
Personal information is used for:
– Account administration and authentication
– Processing deposits, wagers, and withdrawals
– Verifying age and identity for minimum age compliance (19 years for online services)
– Confirming legal geographic presence in Ontario
– Detecting and preventing fraud, money laundering, and unauthorized access
– Meeting regulatory requirements (Alcohol and Gaming Commission of Ontario and other authorities)
– Monitoring player behavior and implementing responsible gambling strategies
– Processing customer service requests and managing disputes
– Providing account notifications, transaction confirmations, and service communications
– Delivering marketing communications only if express consent is given
– Fulfilling accounting, tax, and audit obligations
– Identifying politically exposed persons as required under compliance regulations
4. Disclosure to Third Parties
4.1. Service Providers
Personal information is disclosed to third-party providers for:
– Identity verification (name, date of birth, address)
– Payment processing (banking and financial details)
– Content delivery (language preferences, screen names, IP addresses, unique account identifiers)
– Customer service (access to relevant account data to respond to user inquiries)
Service providers are contractually obligated to comply with data security and privacy laws. Access is limited to that required for the service.
4.2. Legal and Regulatory Disclosure
Disclosure occurs when required by law, court order, regulatory investigation, or statutory obligation. Data may be shared with law enforcement for criminal investigations or regulatory audits.
4.3. Responsible Gambling Programs
Information may be provided to self-exclusion program administrators or support organizations as required by law or to protect participant welfare.
5. Marketing Communications and Consent
5.1. Commercial Electronic Messages
Promotional emails, text messages, and similar communications are sent in accordance with CASL. Express consent is required and may be withdrawn via account settings or provided unsubscribe mechanisms.
5.2. Marketing Preferences
Users can adjust marketing communication preferences and opt out through provided settings or by contacting the Support Centre.
5.3. Risk-Based Marketing Adjustments
Profiling is conducted to identify high-risk gambling behaviors. Users identified as higher risk may be excluded from certain marketing campaigns, have advertising or bonus offers limited, and receive reduced promotional communications as a responsible gambling measure. No individual notice is provided for these administrative actions.
6. Responsible Gambling Monitoring
Gambling behavior is analyzed to allow for responsible gambling oversight and interventions. Analysis covers deposit frequency, bet sizes, session durations, login activity, and updates to responsible gambling settings.
Identified risk indicators may result in intervention, such as restricted marketing, direct contact by responsible gambling staff, or compulsory participation in assessments. Data used for responsible gambling purposes is subject to the same protections as other personal information.
7. Information Retention
Personal information is retained as required by law and OLG retention policies. Financial records are maintained for at least seven years or longer for compliance and accounting. Account data and identity documentation are retained during account activity and for specific periods after closure for inquiries and dispute resolution. Once retention periods expire, information is securely disposed of under OLG security procedures.
8. Security Measures
Physical, procedural, and technological safeguards are in place to protect stored and transmitted personal information.
– Technological security: 256-bit SSL encryption, access controls, authentication requirements, audit logging.
– Physical security: protection of data centers and facilities.
– Procedural security: employee training, incident response protocols.
Absolute security is not guaranteed for information transmitted or stored electronically.
9. Access and Correction Rights
Users may request access to their personal information by contacting the OLG Support Centre. Efforts are made to maintain information accuracy, completeness, and currency. Corrections can be requested, and updates will be provided to third parties where necessary.
10. Geographic Restrictions
PROLINE and PROLINE+ services are available only to users physically located in Ontario, Canada. Location monitoring enforces this restriction. Access attempts from outside Ontario are blocked.
11. Age Restrictions
Minimum age for PROLINE+ online registration and play is 19 years. Minimum age for in-store PROLINE betting is 18 years. Age is verified during identity checks, and users not meeting minimums are denied service.
12. Changes to This Policy
This Privacy Policy may be updated to reflect changes in law, operations, or services. Substantial changes will be communicated through account notifications or official website notices.
13. Contact Information
For questions about this Privacy Policy, to request access or corrections to personal data, contact:
OLG Support Centre
Available through the account portal or via olg.ca
For complaints or concerns under FIPPA, contact the Ontario Information and Privacy Commissioner.
This Privacy Policy is effective as of the date of publication and applies to all personal information collected through PROLINE and PROLINE+ as operated by the Ontario Lottery and Gaming Corporation.