Responsible Play

Keeping play in proportion

Charlottetown Casino is built for adults who play casino games for entertainment. From slots in the Lobby to tables in Live Casino and the Jackpots, every session should end at a limit you decide beforehand. This standard covers every account from the first deposit onward, including VIP Club members.

Players are accepted only from age 19 and only where local law allows it.
We comply with Canadian requirements covering age, identity checks and money laundering.
Promotions and Charlottetown Rewards offers are never sent to anyone taking a cooling-off period or to anyone who has chosen to self-exclude.
Our staff receive training to spot signs of harm. We reach out to a player when their activity shifts sharply, such as deposits that keep rising or sessions that run very long.
VIP Club status never overrides a limit, a break or an exclusion.

Finding free help

Free, independent and confidential help is available, and holding an account with us is not required. These organisations have no connection to Charlottetown Casino:

Alberta Health Services Addiction Helpline: confidential advice and referral for people affected by gambling and other addictions.
Gamblers Anonymous: peer meetings where members share experience and support one another in stopping.
Responsible Gambling Council: information on safer play and on spotting early warning signs.
YMCA Youth Gambling Awareness Program: awareness education for young people, their parents and educators.
GamTalk: an online peer community open to players, family members and friends.

Contacting one of these services is a sign of control, not failure. Family members and friends can reach out on their own behalf too.

Checking your habits

Our confidential self-assessment quiz sits under Account Settings. It takes only minutes to complete, and nothing you answer is ever used for marketing. Please be honest when answering these questions:

Do your sessions frequently last longer than you intended?
Do you deposit again to recover what you have lost?
Have you gambled using borrowed money or funds meant for paying bills?
Are friends or family members kept unaware of your gambling?
When you are away from play, do you become irritable or restless?

If you answered yes to one or more, consider using the tools below or contacting one of the organisations named above.

Using the tools in your account

Every tool sits in the Responsible Play area of your account settings. You control each one directly, and our team can apply any of them for you on request by email.

Capping deposits, wagers and stakes

A deposit limit sets a maximum on how much you can top up your balance by each day, week or month.
A wager limit sets the maximum you can bet in total across all games during the period you choose.
With a stake limit in place, no single bet can exceed the amount you choose, whether on slots or at Live Casino tables.
Limits are set in Canadian dollars (CAD) and cover every payment method on your account.

Turning on reality checks

Reality checks are on-screen messages that pause play at an interval you choose. Each shows your session length so far and your net win or loss, and lets you carry on, stop or view your account history. Time alerts complement them: pick a session duration and we let you know when you reach it.

Pausing with a cooling-off period

Pick a break length that suits you, with one day as the lower limit and six weeks as the upper limit.
During the break, login, deposits and play are blocked, and all marketing stops.
A break cannot be shortened once it has started.
Your balance stays secure, and withdrawals already requested continue to be processed.

Excluding yourself

When cooling off is not enough, self-exclusion gives players a longer, stronger break.

For the period you select, your account stays locked and it cannot be reopened.
All marketing stops, including Charlottetown Rewards and VIP Club contact.
We make reasonable efforts to stop anyone opening a new account in your name.
We strongly recommend contacting one of the support organisations above at the same time.

Closing your account

To leave our site for any other reason, email us and request closure of your account. Any withdrawable balance is first paid out to your verified withdrawal method. If gambling harm prompted your request, say so: we then process the closure as an exclusion and ensure the account stays closed.

Passing checks before your first deposit

Before any deposit is accepted, we complete identity and age verification (KYC) and run a geolocation check to confirm that gambling is legal in your location. This process links each account to its genuine owner and prevents underage play from day one. Our Anti-Money Laundering Policy sets out the full details.

Changing a limit

A decrease, such as a lower deposit cap, applies instantly.
Raising a limit, or removing it altogether, only comes into effect once 24 hours have passed.
Until the 24 hours are up, the limit you currently have remains active, and you may still withdraw the request during that window.
No request to raise a limit is accepted during an active cooling-off period or self-exclusion.

The delay is there so you can step back from a decision made on impulse. Every player is subject to it, VIP Club members included.

Protecting minors

Only players aged 19+ may use Charlottetown Casino. We close any account opened by someone below that age and void its winnings. If other people use your phone, tablet or computer, log out when each session ends, stop your browser from storing passwords and set up parental controls that block gambling sites. Our Protecting Minors page explains our age checks and filtering options in full.

Contacting our team

For help with a tool, setting a limit or raising a concern, email [email protected]. Put Responsible Play as the subject so we deal with your message first. Our Terms & Conditions and Bonus and Promotion Rules explain how limits interact with account and bonus rules.