Investigation into unhonoured cash out offers
The enforcement action stems from a $1,000 multi-leg parlay wager placed by a player on March 14, 2025, requiring correct predictions across multiple NHL, NBA, and NCAA basketball games with a potential payout exceeding $1 million. After all but one leg succeeded, theScore Bet presented the bettor with an initial cash-out offer of approximately $380,000. Although the player accepted immediately, the operator rejected the transaction during automated verification due to changing odds.
Four minutes later, a second cash-out offer of nearly $100,000 was presented and accepted immediately, but this offer was also unhonored. The bet ultimately settled as a complete loss, leaving the bettor with no payout. The Registrar found that neither cash-out offer was achievable as presented, constituting a breach of Standard 4.07 of the Registrar Standards for Internet Gaming, which prohibits misleading players or misrepresenting unachievable prizes and features.
Regulatory enforcement and executive commentary
The AGCO emphasized that maintaining player confidence in the integrity of legal igaming sites remains fundamental to Ontario’s regulated market, offering a secure alternative to unregulated platforms. While regulatory actions address operator compliance separately from individual dispute resolutions, operators remain legally responsible for addressing customer complaints. The operator has 15 days to request a hearing before the independent Licence Appeal Tribunal.
Addressing the enforcement action, Dr. Karin Schnarr, Chief Executive Officer and Registrar at the AGCO, stated:
“Operators have a responsibility to ensure that the gaming opportunities they present are accurate and can be honoured as described.”
Dr. Schnarr added:
“As the regulator, the AGCO is committed to holding operators accountable when they fail to uphold commitments made to players or otherwise mislead them about gaming opportunities. By imposing the maximum monetary penalty available, we are sending a clear message that these expectations are not optional.”
