Responsible Gaming

Pinnacle is committed to delivering a safe and enjoyable experience to all of our customers. For most, gambling is a fun source of entertainment, but for others, gambling can become a problem. Pinnacle believes in providing you with the right mix of tools, resources, and support for you to stay in control.

Our team is available for you 24/7. You can contact them via the Live RG Chat box at the bottom of this page.

The key to gambling safely is keeping it fun and staying in control. Here are some tips on how to gamble safely:

1. Remember that gambling is a form of entertainment and should not be seen as a way to earn money.

2. Only gamble with what you can afford to lose. Learn about deposit, loss, and time limits on this page.

3. Take regular breaks if you need them, and ensure you stop playing when you are no longer having fun.

4. Don’t gamble when you are upset, under the influence of substances, or feeling depressed.

5. Don’t try to win back what you have lost. This can be known as chasing losses.

6. Don’t try to win even more, just because you’re feeling lucky. This can be known as chasing winnings.

7. Understand your chances of winning, and how bets and games work before you start. You can look at our Betting Resources here.

8. Remember that even in sports, no outcome is guaranteed. There is no such thing as a sure bet - there are always risks.

9. Keep in mind that gambling with more money and for longer periods of time will not increase your chance of ‘winning eventually’.

10. You can always talk to us! We’re here to help.

Click on the sections below to learn more.

What are the signs of problem gambling?

Here is a list of potential changes in behaviour or personality that may indicate gambling is having a negative impact on your life:

Behaviour - Lying about time or money spent on gambling - Borrowing or stealing money to gamble - Gambling is taking priority in life over things like spending time with family or friends - Gambling is affecting your work or studies - Chasing winnings (feeling uncontrollable excitement) or losses (when you try to win back what you’ve lost)

Personal - Feeling suicidal due to losses - Worrying about money - Feeling frustrated when unable to gamble - Using gambling as a way of escaping stress - Feeling unable to stop, or out of control

What to do?

Using a safer gambling tool can help to prevent the above issues from developing.

If you already have noticed any of these changes, consider taking a break from gambling - we can help you do so via your Pinnacle account.

Other changes might require professional help.

We are here for you to discuss your options - reach out to our 24/7 Live Chat, or get in touch with Connex Ontario: https://www.connexontario.ca/en-ca/.

Do I have a problem?

To understand how gambling fits into your life, you could consider taking our self-assessment test. Alternatively, you could take the Responsible Gambling Council’s self-assessment quiz: https://www.responsiblegambling.org/for-the-public/safer-play/self-assessment-quiz/.

Both of these will give you a recommendation at the end, based on your answers.

Do you feel like any of the statements below are relevant to you?

- Just one more bet/spin and then I’ll make a withdrawal.

- I hope my family doesn’t find out about my gambling. Maybe I should set up a separate account or use a different payment method, so it doesn’t show on my statement.

- I didn’t realise I spent that much this month.

- I’m going to withdraw from my savings to keep gambling. I’ll put the money back when I’m done, or when I get paid next month.

- I have a winning strategy.

- I’ll definitely win this bet, 100%.

- This is too much.

- I don’t know how to stop.

- I don’t know what to do.

What to do?

If any of the above statements resonate with you, or you’re concerned about the result of your self-assessment test, speak with us so that we can discuss what safer gambling tools might be able to help you.

If you would like professional advice, we recommend that you speak with Connex Ontario, a free gambling help hotline for Ontario residents: https://www.connexontario.ca/en-ca/.

How do I gamble safely? What tools are available to me, and where can they be found?

- All of these tools are available via the ‘My Account’ section of the website when you are logged in to Pinnacle.ca.

- Any limit you choose that allows you to lose more money or spend more time gambling will take 24 hours to become active.

- Any limit that reduces how much you can lose is activated instantly.

- We are here if you need help with any of the tools below.

Limit the amount of money you can spend with a deposit limit. You can choose a Daily, Weekly, or Monthly limit. - Active across all deposit methods.

Give yourself a safety net with a loss limit Like a deposit limit, you can also choose a Daily, Weekly, or Monthly Loss limit. - You could have a deposit limit of $100, but if you have a loss limit of $50, the lower limit is prioritized. - If you make winnings or withdrawals that month on any Sport or Casino bet, your loss limit will adjust. For example, if you have a loss limit of $50 and win $50, your loss limit will adjust to $100. - The loss limit is active across all product verticals on an account level.

Reduce the time you can spend with a session limit. The number you choose out of 24 is the number of hours per day that you are able to be logged in. Example: If you only want to gamble for one hour per day, set a session limit of one.

Shorter breaks (up to three months). Choose a quick time-out ranging from one day to one week, one month, two months, or three months. - A good post-tournament option, for example, if you feel like you gambled more than usual. - You won’t need to speak with us to gamble again after the timeout has finished.

Longer breaks (six months or longer). You can self-exclude your account for six months, one year, three years, or five years. You also have the option to permanently exclude your account. - This is the best tool if you feel that your gambling is out of control. - Being excluded means that you will not be able to access your Pinnacle account at all. - If you want to gamble again after the period has ended, you’ll need to speak with us.

Sign up to BetBlocker for free. In addition to self-exclusion, we recommend you seek support and advice from Connex Ontario. To further protect yourself, consider installing software that blocks access to internet gambling websites. Betblocker is one option that can be used, which is also free. Unfollow any social media accounts that are linked to us or other gambling operators

Where can I get help?

1. Speak with us. We are here 24/7 to help with your Pinnacle account if it is causing any negative impact on your life. We can also explain how our tools work and lay out which options might be suitable for your situation.

2. You can also sign up with Bet Blocker which is a free app you can use across your devices to help you, or those you care about, ensure that they can manage their access to gambling in a safe and appropriate manner. Whether that means restricting altogether, or limiting during periods of vulnerability.

3. You can sign up to Gamban. Gamban is an app that you can use across your devices to block access to gambling sites. You can self-exclude from us and other gambling operators, while Gamban will help you avoid signing up to others.

4. The Responsible Gambling Council (RGC) is a respected, not-for-profit organisation that can help connect those affected by gambling problems and their loved ones to community support. They also have great articles about gambling misconceptions and advice for vulnerable groups. Visit the RGC at www.responsiblegambling.org.

5. Reach out to Connex Ontario for professional advice via chat, email, or phone. They offer services that include:

- Basic education on the harm addiction can cause

- Mental health advice

- Guidance on where to find help in your area, including treatment services, crisis lines, self-help groups, distress centres, and family services

Connex Ontario is free of charge and available 24/7, providing support in English and other languages such as Mandarin, Spanish, Portuguese, Italian, Vietnamese, Greek, Polish, Russian, and Serbian.

Pinnacle Responsible Gaming Pledge

1.Employee Training

All Pinnacle employees undergo Responsible Gaming and Problem Gaming awareness training. It is our belief that being a champion of Pinnacles Responsible Gaming programme is the responsibility of all our employees, and should not just sit with our customer facing teams.

2. Responsible Gaming Team

Pinnacle has a dedicated Responsible Gaming team specially trained to help you stay in control whilst playing with us. The team uses a number of tools to identify and assist customers that may be experiencing gaming-related harm.

Members of our Responsible Gaming team may contact you on occasion with Player Protection information. The content may include explaining our safer gaming tools, information on your current levels of play, or a request to answer some responsible gaming questions. We encourage you to interact with our team any time by contacting us here

3. Preventing Underage Gaming

Pinnacles gaming site is designed to appeal to, and be used, by adults (19+). Minors are prevented from being able to open accounts, deposit funds, access sites, and gamble with us. As a result, you will be required to undergo our verification process before you can open and use your Pinnacle account.

4. Customer Awareness

At Pinnacle our Responsible Gaming programme aims to support the needs of individuals across the player spectrum, from Prospective Players and new Players, to casual, serious-social, and at-risk Players, through to those Players who may be experiencing harm. To meet these needs, Pinnacles Responsible Gaming programme offers a range of Player education resources, Responsible Gaming play management tools, and the Self Exclusion programme.

Whilst we want all our Players to be empowered, Pinnacle recognizes that the choice, whether or not to gamble, ultimately rests with the individual Player. Our Responsible Gaming programme focuses on informing and supporting Players.

Pinnacle will keep you informed through information available on our Responsible Gaming page, Responsible Gaming campaigns, and at times, personalized correspondence via our Customer Services or Responsible Gaming team.

Remember you can speak to us if you have any concerns about your gaming activity.

As a resident of Ontario, you can reach out to Connex free advice via chat, email or phone. Connex Ontario provides free & confidential health services information for people experiencing problems with alcohol & drugs, mental illness or gambling.

5. Responsible Advertising

At Pinnacle all of our promotional marketing and advertising goes through a rigorous review and approvals process to adhere to the following standards:

1. Advertising, marketing materials and communications shall not target high-risk, underage or self-excluded persons
2. Marketing, including advertising and promotions, shall be truthful, shall not mislead our Players or misrepresent products.
3. Pinnacle commits to ensure that our promotional marketing and advertising material will not portray gambling as:
   • - an escape from personal problems or obligations
   • - an alternative to employment or a financial investment
   • - a way of gaining self-esteem, enhanced attractiveness or recognition
   • - make false promises or present winning as the probable outcome.

6. Self-Exclusion information & Process

If, at any point, you feel that you want to take a break from playing with Pinnacle, we provide the following options:

You can also permanently exclude your account.

If you want to access your gaming account after the self-exclusion period has ended, you will need to speak with us first.

You will find the range of short and longer-term exclusion options within your Account section, or you can contact our Customer Services team and request the length of exclusion period.

Additional Resources:

• Seek support and advice from a recognised support agency like Connex
• Install software that blocks access to internet gambling websites 
• Unsubscribe from any social media accounts that are linked to us or other gambling operators

Pending Bets and Balance during Self-Exclusion.

We recommend you withdraw the fund balance in your account before you enter/request a period of self-exclusion. If you self-excluded and there are still funds in your account, just contact Customer Support so we can assist you.

Pending Bets:

1. We will refund your pending bet(s) if you self-exclude prior to the start of an event or series of events, on which the outcome of the bet(s) is determined.

   Example: If you place a bet for an event that starts on Monday, and self-exclude on Sunday, we- will refund you.

2. We will not refund your bet(s) if you self-exclude after the start of an event or series of events on which the outcome of the bet(s) is determined.

   Example: If you self-exclude halfway through an event you have pending bets on, we will not refund you

Self-exclusion and marketing material

Pinnacle will take all reasonable steps to prevent any marketing material from being sent to you during any period of self-exclusion.

7. Empowering You

• Determine your gaming budget. This budget is what you are prepared to spend and potentially lose without causing you problems.
• Make informed decisions by familiarizing yourself with the range of safer gambling tools Pinnacle offers.
• Think HALT. What is your motivation to play with us? Are you feeling Hungry, Angry, Lonely or Tired? Take the time to consider this before you play.
• If you gamble regularly, use our self-assessment test to keep track of changes in your behavior or mindset.
• If you feel like you need further assistance or help then reach out to us via Chat or customerservice@pinnacle.ca.