Gaming - Frequently Asked Questions

Where can I find out more about the new casino facility licensing process and casino expansions/major relocations?

Detailed information about these processes including the application process and contact information is available in our Gaming Sections

How do I apply to be a VLT retailer and what qualifications are required?

All potential Video Lottery Retailers are screened and approved by the Alberta Gaming and Liquor Commission (AGLC).

Any establishment open and operating with a valid Class “A” Minors Prohibited liquor licence is eligible to apply for VLTs. For more information on obtaining the required licence, please contact Licensing Support at:

What is a Video Gaming Entertainment Room (VGER)?

A Video Gaming Entertainment Room (VGER) is a separate room within the facility of a retailer, which contains a minimum of 15 VLTs, a maximum of 25 VLTs, and is subject to the facility standards and operating requirements. The VGER network is limited to a maximum of 1,500 VLTs, subject to availability. For full details on VGERs, see Section 15 the Licensee Handbook.

AGLC claims the VLT average payout rate is 92%, but I’ve heard it is more like 72%. Which is right?

VLTs in Alberta do have a programmed payout that averages 92% of money wagered. However, when credits are not cashed in and winnings are replayed, the cashout percentage decreases. Terminals are monitored regularly to ensure the machines adhere to the 92 per cent payout policy.

Player behavior determines the cashout percentage, which is calculated when play ends and a player physically obtains a cashout ticket (or their winnings). The average cashout rate is between 69% to 72%.

Example:
If you wager $100, your average winnings may be $92 ($100 x 92%).
If you replay the $92, your average winnings may be $85 ($100 x 92% x 92%).
If you replay the $85 your average winnings may be $78 ($100 x 92% x 92% x 92%).
If you replay your credits four times before cashing out, you may receive $72 ($100 x 92% x 92% x 92% x 92%).

In this example you inserted $100 cash and may have received $72 in cash.
Your cashout rate then was 72 per cent.
However, your total wager was $355 ($100 + $92 + $85 + $78).
Your total win was $327 ($92 + $85 + $78 +$72).
Your payout was 92% (327/$355=92%).

Note: Payout percentages are based on millions of plays. Individual play experience will vary.

Who can I contact if I have a problem with a Casino or VLT location, or a credit dispute?

If you experience a problem with a Casino or VLT location, or you believe you have a discrepancy with the amount of credits you are entitled to, always;

1. Stop play on the terminal in question.

2. Report the problem or discrepancy to the Retailer’s Staff as soon as possible.

3. If the dispute has not been resolved, call the AGLC’s Gaming Irregularities phone number at 1-800-742-7818.

For your protection and the integrity of Gaming, any irregularity known or witnessed should be reported to the AGLC. Callers should be prepared to provide the following information:

1. Name and Address

2. Telephone Number

3. The Location where the Problem Occurred

4. Nature of the problem

How does my organization register as a charitable or not-for-profit organization?

Contact Corporate Registries at 427-2311 in Edmonton (to be connected toll-free outside of the Edmonton area, call 310-0000) or visit their website at www3.gov.ab.ca/gs/services/cpnc/index.cfm.

What is Gaming Information for Charitable Groups (GAIN)?

In November 2003, GAIN was launched to help volunteers gain a better understanding of the responsibilities and requirements of a gaming licence and be more accountable to their members and the community at large.

Today, there are two types of sessions GAIN (overview) and Use of Proceeds. Both sessions are free and offered throughout the province. For more information about the program or to sign up for a session visit the Gaming Information Session section.

How do I apply to be a ticket lottery retailer and what qualifications are required?

Please call the AGLC at 1-800-272-8876 and ask for Retail Services. A representative will complete a Retailer Inquiry with you over the phone. Please have the following information available in order to complete the Retailer Inquiry:

1. Mailing address including postal code

2. Business Entity Number (if applicable)

3. Hours of Business

4. Square footage of retail space

5. Annual or monthly sales figures

6. Average Customer count per day

The AGLC will then assess your retail location based on the information provided in relation to the existing Lottery Network. You will receive a letter from the AGLC approximately two weeks after completing the Retailer Inquiry that will provide the results of the assessment. If approved, a Retailer Application Package will be sent out. Once the completed Application Package has been returned to the AGLC, your retail location will be placed on a Wait List. To move through the waitlist and receive a ticket terminal is currently taking approximately two years. There is no fee charged for this application.

Please note: The AGLC recommends a customer count of at least 300 visits per day.

Who can I contact if I have a payout dispute with a Lottery Ticket Centre location?

If you have a discrepancy with the payout amount you believe you are entitled to, please:

1. Personally check the ticket numbers to the Official Draw Results.

2. Retain the original ticket and refuse the prize from the retailer.

3. Ask the retailer for a claim form.

4. Submit the completed form and the original ticket, with your name printed on the back of the ticket to:

WCLC Prize Payout

10th Floor, 125 Garry Street

Winnipeg

MB R3C 4J1

Any problems or concerns with a Lottery Ticket Centre location or lottery tickets should be forwarded to the WCLC at 1-800-665-3313.

Where can I claim my prize when I win on a scratch ticket or on-line ticket?

It is IMPORTANT to print your name, address and daytime phone number on the back of your ticket(s).

PRIZES UP TO $1,000
Prizes can be redeemed at the Alberta Gaming and Liquor Commission (Prize Payout Office) or any Lottery Ticket Center offering the service.
Retailers are obligated to pay prizes of $200 or less, but do not have to pay amounts between $200 and $1,000. If you know you have a large win, it's recommended that before having the ticket validated, you ask the retailer if they have the money to pay the prize. If you have problems finding a retailer willing to pay between $200 and $1,000, call the AGLC Prize Payout Office for a list of retailer locations or mail your prize-claim to the Prize Payout Office.

PRIZES UP TO $9,999

You can claim your prize in person from one of the following two offices:

Alberta Gaming and Liquor Commission (AGLC)
Prize Payout Office
50 Corriveau Avenue
St. Albert
AB T8N 3T5
Tel: Edmonton - (780) 459-6424
Other - 1-800-272-8876
Office hours: 8:30 am - 3:45 pm

Royal Bank of Canada
Village Square Shopping Centre
2640 - 52 Street NE
Calgary
AB T1Y 3R6
Tel: (403) 292-3355

(You will be asked for one piece of identification if your claim is under $5,000 and two pieces of identification if your claim is $5,000 or more.)

For prizes up to $9,999, you can also mail your prize claim to the AGLC Prize Payout Office.

PRIZES $10,000 and OVER

Prizes over $9,999 require an appointment and can be claimed at the AGLC Prize Payout Office in St. Albert or mail the ticket to:

WCLC Prize Payout

10th Floor, 125 Garry Street

Winnipeg

MB R3C 4J1

If you have questions about your prize claim, call Western Canada Lotteries at 1-800-665-3313.

Are there problem gambling services available in Alberta?

Yes. Call AADAC’s problem gambling toll-free help line at 1-866-332-2322 or visit the AADAC website at www.aadac.com. Additional information is available on the Being Responsible section of our website.

What is the legal age for participating in gaming activities in Alberta?

The legal age for participating in the majority of gaming activities is 18 years of age. This includes gaming activities such as VLTs, slot machines, lottery tickets, raffle and pull tickets.

Bingo is the only exception. On October 1, 2000, the AGLC (in response to a recommendation from the Bingo Review Committee) adjusted its policies to allow some small non-association bingo licensees to apply for an exemption from current policy to allow minors, accompanied by an adult, to play bingo for small cash prizes (no more than $50). However, consistent with the recommendations from the Gaming licensing Policy Review, halls that offer Keno and electronic bingo will be age controlled environments and minors will not be able to work or play at these halls. There are approximately 2,500 bingo licensees in Alberta, and it is estimated that less than 300 will be able to apply for a minors allowed exemption.

Are poker tournaments in Alberta legal?

The AGLC, on behalf of the province, is responsible for licensing, regulating and monitoring charitable gaming activities in Alberta.

In addition to the requirements of the Criminal Code, gaming activities in Alberta must be conducted and managed in accordance with the Gaming and Liquor Act, the Gaming and Liquor Regulation and the AGLC’s Casino Terms and Conditions and Operating Guidelines.

The AGLC only licences eligible charities to conduct and manage casino events in licensed facilities. The AGLC will not licence individual poker tournaments or games to be conducted outside of licensed casino facilities. Under the Criminal Code of Canada, all forms of gambling, including poker, must comply with the specified qualifications set out in the Criminal Code. Any form of gaming that does not comply with the qualifications is illegal. Questions about whether a specific game or scheme is legal under the Criminal Code should be directed to a lawyer.

I'm interested in working for your organization. Where can I send my resume?

Please check our Employment Opportunities page. Fax or mail your resume to:

Human Resources, Alberta Gaming and Liquor Commission

50 Corriveau Ave

St. Albert, AB

T8N 3T5

Fax: (780) 447-8918

Please ensure that you quote the competition number on your resume.