Player Protection

This page covers every Cranbrook Casino account holder and anyone considering opening an account. It applies from registration and extends across the whole site, including the Lobby, Live Casino, Jackpots and Promotions. All tools listed here are free, and you never have to explain why you use one.

Keeping play in proportion

We run a casino, and we know that gambling can cause real harm. Our position is straightforward: play at Cranbrook Casino should stay a leisure choice, funded only with money you can comfortably spare. Gambling should never pay a bill or win back a loss.

Players are accepted only from jurisdictions where gambling is permitted by local law, and we follow Canadian rules on anti-money laundering, age checks and identity verification. Alongside the tools you control, our team watches for warning signs such as quickly rising deposits, reversed withdrawals that are played again and unusually long sessions. If we see these signs, we will contact you by email and may suspend promotional offers on your account.

Keeping underage players out

Cranbrook Casino is open only to adults aged 19 or over. Anyone under that age may not register, make a deposit or place a bet. Age is confirmed during our identity checks, which, together with a location check, must be completed before we accept a first deposit. Our Protecting Minors page explains the full process and gives practical tips on securing devices at home.

Changing a limit

Limits move quickly in one direction and slowly in the other, by design.

• Lowering a limit takes effect as soon as you save the change.
• Increasing a limit takes effect after a 24 hour wait. Until then, your current limit stays in place.
• Lifting a limit is treated as an increase, so the same 24 hour wait applies.

The wait gives you a full day to reconsider any decision made mid-session. If you change your mind before the request applies, cancel it from your account settings, or email us and our team will cancel it on your behalf.

Checking your own habits

Our self-assessment quiz contains a short set of questions on your recent play. It covers how often you deposit, whether you chase losses, whether gambling has affected your work, finances or relationships, and whether efforts to cut back have not worked. Your answers stay confidential and are never used for marketing.

When you finish, you receive a plain summary of what your answers indicate. If the result suggests risk, we advise setting firm limits right away and contacting one of the organisations listed below. You can take the quiz as often as you wish, and many players find it helpful to repeat it from time to time.

Finding free support

Independent help is free and confidential, and it is available both to players and to the family and friends around them. The following organisations can help:

• Gamblers Anonymous: peer support meetings for anyone who wishes to quit gambling.
• GamTalk: an online community where people speak openly about gambling problems.
• Alberta Health Services Addiction Helpline: confidential advice and referral for addiction, including gambling.
• ConnexOntario: information and referral to addiction and mental health services.
• Gamban / GamBlock: tools that stop gambling sites and apps from loading on your devices.

Using the tools in your account

Deposit, wager and stake limits

Set a deposit cap for any period you choose, a cap on total wagers across that same period, and a maximum stake per bet. When you reach a limit, any further deposit or bet of that kind is declined until the period ends. Limits apply to every game, including Live Casino tables and Jackpots.

Turning on reality checks, with time alerts

A reality check is a reminder that appears on screen at an interval of your choosing. It shows the time spent in the current session and your net win or loss to date, then gives you the option to continue or log out. Time alerts work alongside these reminders and notify you once a session passes a duration you have chosen beforehand.

Taking a break: cooling-off periods

During a cooling-off break, your account is suspended for anywhere from 24 hours to 6 weeks. For the length of the break, you cannot deposit or play, and we send no promotional emails. Your balance remains secure throughout. A break cannot be shortened once it begins, and your account reopens automatically when it ends.

Choosing self-exclusion or closing your account

Self-exclusion is designed for situations where a brief pause will not be sufficient. Your account remains blocked for the entire period you choose, the block cannot be removed early, and we remove you from all marketing, including Cranbrook Rewards offers. We also recommend installing Gamban or GamBlock to block other gambling sites too.

Account closure is a separate step, available for any reason. If you let us know the closure relates to gambling, we handle it with the same care as self-exclusion and will not reopen the account just because you ask.

Completing identity and location checks first

Before your first deposit, we confirm who you are, your age and where you are located, to ensure you play only from a place where our services are available. These checks keep minors out, block sign-ups using another person's identity, and ensure each player holds one account with one set of limits.

Retaking the self-assessment quiz

The quiz described above stays in your account menu at all times. Use it whenever your play feels different, and act on the result.

Contacting us

Every protection request is handled by our support team by email at [email protected]. Use the address linked to your account, explain the change you would like, and we will send an email confirmation once it is active. Requests to reduce a limit, start a cooling-off period or self-exclude are dealt with first. The account rules are in our Terms of Use, and How We Handle Your Data describes how your information is stored.