Frequently Asked Questions

You have questions? We have answers!

Voluntary Self-Exclusion

BCLC encourages self-excluded players to self-ban from other gambling sites they visit. Upon completion of enrolment, you will be asked if you would like to speak to a counsellor. If you choose this option, one will contact you directly.

You are not eligible to win while self-excluded in accordance with the Rules and Regulations. So if you gamble, win a major prize and are identified as being enrolled in the program, BCLC will not pay the prize.

For information on how you can help restrict access to gambling websites, and what happens when you self-exclude please visit GameSense.com


If you are an Encore Rewards member, your account will be deactivated and your points will be redeemed for you for cash.


A player can choose to self-exclude for 6 months, 1 year, 2 years or 3 years.

In BC, there are three voluntary self-exclusion options to choose from. You can sign up for one, two, or all three options:

  • All gambling facilities with slot machines including casinos, community gaming centres, and the gaming floor of race tracks with slot machines.
  • All commercial bingo halls, community gaming centres and any gaming facility offering bingo; or
  • Gambling on PlayNow.com

If you are self-excluded from a gambling facility, you are not eligible to gamble on PlayNow.com for the duration of your exclusion. If you have an existing PlayNow.com account, your account will be closed.


You may extend your self-exclusion by attending either a casino, community gaming center, or a BCLC office. If this is not possible, please call BCLC Consumer Services at 1-866-815-0222.


If you enter a casino or the gaming area while self-excluded and are identified, security will be alerted and you will be asked to leave. In accordance with the BC Gaming Control Act, you may also be fined up to $5,000.

You can visit other areas within the building such as hotels, show theatres, restaurants, lounges, and meeting rooms as long as these are accessible from an entrance separate from the gaming floor. Patrons who have self-excluded cannot enter the gaming floor.


Please call BCLC Consumer Services at 1-866-815-0222. Agents are available daily from 7am to midnight to assist.


You are not eligible to win while in the Voluntary Self-Exclusion program, in accordance with the Rules and Regulations. So if you gamble, win a major prize and are identified as self-excluded, BCLC will not pay the prize.


No, you cannot modify, revoke, withdraw or rescind your self-exclusion agreement before midnight on the expiry date.


No. Only the person themselves can enrol in the Voluntary Self-Exclusion program. However, if you have concerns about someone you know, you may wish to speak to the 24 hour Problem Gambling Help Line at 1-888-795-6111 for free, confidential help and support.


You are still able to purchase lottery products from BCLC retailers, excluding those at BC Casinos or community gaming centres. You will not be able to play lottery games on PlayNow.com.


To self-exclude from gambling facilities with slot machines, visit a casino's GameSense Info Centre and speak with a GameSense Advisor. Or ask any staff member at any casino, community gaming centre or commercial bingo hall for help.

To self-exclude from PlayNow.com, login to your account and access “Self-Exclusion” from within the “My Account” section. The screens will guide you through the process of completing your self-exclusion.

You can also visit the BCLC offices in Kamloops or Vancouver, call BCLC's Consumer Services at 1-866-815-0222, or visit www.gamesense.com for further information.


Safety and security

Visit www.gamesense.com to learn more, including tips for starting the conversation with kids about gambling.


In British Columbia, the age of majority is nineteen years of age. BCLC may make payment of prizes on behalf of a minor to the Public Guardian and Trustee, a parent or a legal guardian depending on the age of the minor and the amount of the win.


There are many web content-filtering and parental control products available on the internet on both a ‘paid’ and ‘free’ basis. A simple search in your internet browser will provide you with a variety of providers, options and information on these tools.

Try searching using keywords such as:

  • “Content Filtering Software”
  • “Parental Control” or
  • “Internet Blocking Software”

Whether you choose a paid or free version of this software, do your research and find the tool that’s right for you.


At any time, you can call the 24 hour Problem Gambling Help Line at 1-888-795-6111 for free, confidential help and support.

More helpful links can be found at www.gamesense.com.

BCLC Consumer Services can also assist with questions regarding our Voluntary Self-Exclusion program and can be reached at 1-866-815-0222.


GameSense.com — to learn about how gambling works, and tools and resources to help keep gambling fun.

GameSense Info Centres (GSIC's) - interactive kiosks located on or near the gaming floor in all BC casinos and community gaming centres. At GSICs, you will find information and resources to help you make informed decisions if you play.

GameSense Advisors — staff on site at the casino GSICs, trained to answer your questions on topics including how games work, odds of winning and losing, and myths about gambling.


GameSense Advisors

GameSense Advisors are player health specialists that are available to answer questions about games, the odds of winning and losing, and can offer information and resources that help keep gambling fun and on budget. They can also answer any questions about the Voluntary Self-Exclusion program for those who have enrolled recently or are considering taking a break from gambling. When necessary, GameSense Advisors can provide referrals to free gambling outreach support offered by the Province of B.C.


Previously, GameSense Advisors were only available in casinos and community gaming centres, but they've expanded their services to ensure everyone has access to the support they need. There are two new ways to get in touch:

1. Call BCLC's Customer Support Centre toll-free at 1-866-815-0222. Available every day from 8 a.m. to 12 a.m. PST, players can speak with a GameSense Advisor for support, information and more.

2. Use the PlayNow Live Chat function (scroll to bottom of the page).


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