Help and Frequently Asked Questions

PlayNow.com is managed and operated by Saskatchewan Indian Gaming Authority within the province of Saskatchewan through British Columbia Lottery Corporation ("BCLC") as its service provider.

All revenue generated through PlayNow.com stays right here in the province to support many community and charitable programs.

It's PlayNow.com's promise to provide a safe, secure online gaming environment while offering players many great new games. The software delivers an easy to use gaming platform with eye-catching graphics and realistic game-play for an experience second to none.

Within the  Casino and  Sports  portfolios are a variety of games including online slot machines, table games and many more favourites.

Games on PlayNow.com can be purchased during the following time periods seven days a week:

• Casino games: 24 hours a day
• Sports: 24 hours a day

Please note that some mornings PlayNow.com may not be available due to system upgrades and/or scheduled maintenance. Please try again later or if you require assistance please contact Customer Support at 1-877-706-6789 or email us.

We are authorized to market and distribute games within the province of Saskatchewan only. At this time, registered players may only purchase games when physically located in Saskatchewan.

We have invested significant safeguards, authentication processes and security measures to ensure the integrity of all our games. An individual must register and create a player account before play is enabled. To do this, the information provided by the player will be sent electronically to one of Canada's major credit bureaus. This third-party validation verifies both age and residency. Note, we do not check your credit history we are only verifying your information.

The purchase of our products can only occur while the player is physically located in Saskatchewan and it is a violation of the PlayNow.com Player Agreement to attempt to purchase if outside of the province.

For an optimal player experience and site performance on any device using playnow.com, we recommend using the latest version of:

1. the following browsers:
   • Google Chrome and Chrome mobile
   • Mozilla Firefox
   • Safari on MacOS and iOS
2. the following operating systems:
   • iOS
   • Windows
   • OS X
   • Android

It is recommended that you always keep your web browsers up-to-date.

While previous operating systems and browser combinations may work on playnow.com, some functionality or information may not work or be displayed as expected. For example, an outdated, off-standard, pre-release, or compromised web browser, use of virtual private networks (VPNs), third-party web browser plugins and extensions, or the settings on a Player's device could cause some or all of the content of PlayNow to display incorrectly or to fail to display. The playnow.com databases record the correct outcomes generated by our games and BCLC relies on this record in the event of any dispute.

Our development teams make use of new capabilities available in modern, up-to-date operating systems and browsers. As a result, we have made the decision to support only modern operating systems and browsers. This also provides improved security and performance.

The browser can sometimes display outdated information from the cache or load incorrectly. This is one of the main reasons why players experience problems viewing playnow.com.

If you are having issues viewing playnow.com or logging into your account, you may need to clear your internet browser's cache. The cache is a group of temporary internet files that are saved onto your computer's hard drive by most websites that you visit.

Please ensure that all your internet browser's cache is cleared. Your browser may also store temporary files if you have playnow.com bookmarked or set as a favorite in your browser; please review all options on the Delete Browsing History screen and select (or deselect) only those options that apply to deleting Temporary Internet Files and Cookies.

Learn how to clear your cache depending on which browser you are using:

• Mozilla Firefox
• Safari
• Google Chrome

Select which browser you are using below to learn how to enable Cookies.

• Mozilla Firefox
• Safari
• Google Chrome

JavaScript

JavaScript is a standard programming language that can be included in web pages to provide functionality such as menus, sounds, and other interactive features. You need to make sure that JavaScript is enabled in your browser while you are on playnow.com.

Learn how to enable JavaScript in your browser.

Most browsers automatically detect playnow.com's text encoding to display text correctly. If you are experiencing garbled text, we recommend that you set your browser's encoding to UTF-8.

Learn how to set your browser's encoding depending on which browser you are using:

• Mozilla Firefox
• Safari
• Google Chrome

We acquire location information (i.e. IP addresses or location coordinates) when you log in and periodically while you are logged in to ensure players are accessing their account from within Saskatchewan due to our legal obligations.

In order to access your account, you must be physically located within Saskatchewan and the location services on your device and internet browser must be turned on.

If you are getting this error while within Saskatchewan, your location sharing may be blocked.

Learn how to change your location settings for your computer's internet browser or your mobile device:

For Computer Internet Browsers, click on one of the following:

• Google Chrome
• Mozilla Firefox
• Safari

For Mobile Devices, click on one of the following:

• IOS (Apple devices)
• Android devices

For an optimal player experience and site performance on any device using playnow.com, we recommend using the latest version of:

1. the following browsers:
   • Google Chrome and Chrome mobile
   • Mozilla Firefox
   • Safari and Safari mobile
2. the following operating systems:
   • iOS
   • Windows
   • OS X
   • Android

It is recommended that you always keep your web browsers up-to-date.

Our eCasino games use a service called WebGL, a web-based graphics library that eliminated the need for plugins to run graphics on your web browser.

WebGL has minimum hardware requirements and if your device does not meet these requirements, you may experience display issues.

We recommend that your device have the following to support WebGL:

• Minimum 4GB of RAM
• 64 bit processor
• Capable Graphics Card (recent / up-to-date)

To check if your system supports WebGL click here.

Note: If your system does not support WebGL you can still play our eCasino games, but you may experience display issues such as blank reels, missing symbols or shaky graphics. These are display issues only and do not affect the outcome of the game.

Safe and secure online gaming is our top priority. We provide a secure connection to our players and comply with strict regulatory standards. Security analysts are continuously monitoring any hacking and vulnerability trends and applying preventative controls to playnow.com to mitigate these risks.

All customer information is stored in a highly secure database. Security measures such as encryption, file integrity monitoring and auditing are used to provide a multi-layered defence system for protecting our players' personal and transactional data.

If you think someone was using your playnow.com account without your knowledge, immediately contact Customer Support at 1-877-706-6789.

We use Equifax, a third party credit processing company, to verify the identity of individuals opening PlayNow.com accounts against credit information they have on file about an individual. We also use fraud detection tools provided by our financial partners that help block many potentially fraudulent deposits. Transactions are monitored as part of our fraud detection process.

Tell me more about Account Security.

To register for PlayNow.com, the following is required:

• Must be a Saskatchewan resident
• Must be 19+ years of age
• Must be located in Saskatchewan

The verification process usually takes less than 5 minutes. Once complete, you will receive a registration confirmation email. By selecting the link within this email, you will have completed your registration and can proceed to log in to your account.

In some instances, you may receive a message indicating that the process could take up to two business days to complete. In this case, if we are able to complete your registration you will receive a registration confirmation email. By selecting the link within this email, you will have completed your registration and can proceed to log in to your account.

You should receive a registration confirmation email right after completing your registration. This is to ensure that we have the correct email on file for you.

If you did not receive this email, double check that it's not delivered to your spam or junk mail. You can also attempt to login to your account where you will be provided an option to resend the confirmation email OR to update the email address you had entered at the time of registration.

If you receive this message, it means that we were not able to fully complete the identity, age and residency verification process. There are usually two reasons for this including the following:

1. You have a credit file listed with Equifax that is less than 3 years old; OR
2. The address you have entered in the registration form does not match the current address that is listed on you Equifax credit profile.

In both cases, our Customer Support team can help you complete your registration. Please call 1-877-706-6789. You may be requested to send in a copy or digital image of photo identification such as a driver’s license or passport, along with a digital copy of a utility bill that shows your current address.

If you receive this message, it means that you already have an account OR you have previously attempted to register for an account. There are two possible scenarios:

1. You already have a fully verified account. In this case, you are able to login now. If necessary, you can use the Retrieve Username or Forgot Password options to help you successfully login; OR
2. You have an account created previously, but we were not able to fully verify your identify, age and residency. In this case, our Customer Support team can help you complete your registration. Please call 1-877-706-6789. You may be requested to send in a copy or digital image of photo identification such as a driver’s license or passport, along with a digital copy of a utility bill that shows your current address.

If you receive this message, it means that we were not able to confirm the accuracy of your name, date of birth and/or address. Please check to see that you have entered your correct legal first name and last name, your correct date of birth and your current residential address.

Note that we use a Canadian Credit Bureau (Equifax Canada) to assist in the identify verification process. In order to successfully complete registration, the information you enter on the registration form must match the name, date of birth and current address that is listed on your Equifax credit profile. If any of this information is not accurate, you may have to resolve the errors with Equifax before you will be able to continue with your registration. You can call Equifax Canada toll-free at 1-866-204-9044.

PlayNow adheres to federal regulatory guidelines. As part of this, when registering for a new account you will need to provide your civic address or a physical description of your home property.

This means that your personal address on file must include a house number and a street name where applicable. If your address does not have a house number and street name, you can also provide a physical description of your property such as a detailed rural route address. If the legal address of your residence does include PO Box details, you must still provide additional details including a house number and street name or a physical description of your home property.

Please note that once you have registered and have access to your account, you have the option of adding an additional mailing address. Simply go to the Account Menu and select the Edit Profile option.

If the legal address of your residence does include PO Box details, you must still provide additional details including a house number and street name or a physical description of your home property.

For some additional help in determining your legal civic address or property description, you can also refer to the property assessment sites in Saskatchewan where you can search for the legal description of your address.

Saskatchewan Assessment Management Agency

We acquire location information (i.e. IP addresses or location coordinates) when you log in and periodically while you are logged in to ensure players are accessing their account from within Saskatchewan due to our legal obligations.

In order to access your account, you must be physically located within Saskatchewan and the location services on your device and internet browser must be turned on.

If you getting this error while within Saskatchewan, your location sharing may be blocked.

Learn how to change your location settings for your computer's internet browser or your mobile device:

For Computer Internet Browsers, click on one of the following:

• Google Chrome
• Mozilla Firefox
• Safari

For Mobile Devices, click on one of the following:

• IOS (Apple devices)
• Android devices

If you tried to login and were informed that you were blocked, you should have been prompted with further information on why this happened and what to do next. For example, your login details may have been invalid, you may have opted to self-exclude. If you have any questions, please contact Customer Support at 1-877-706-6789 or email us.

If upon login, you are told you are not located in Saskatchewan, our system may have detected that your online session appears to be originating outside the province of SK. If you are in SK, you may challenge this by pressing the appropriate button on the screen. IP challenges will be accessed and valid claims corrected by the start of the next business day. You may also contact Customer Support at 1-877-706-6789 or  email us  for assistance.

From the Login page, click on the Forgot Password link and follow the instructions from there. You will need to know your unique username or the email address attached to your PlayNow Account. You will also need to know the answers to your secret questions to set a new password. If you have forgot your username or email address attached to your account, you will need to call Customer Support at 1-877-706-6789 and they will be able to provide you with your login information

If you tried to log in and were informed that you were blocked, you should have been prompted with further information on why this happened and what to do next. For example, your login details may have been invalid, you may have opted to self-exclude. If you have any questions, please contact Customer Support at 1-877-706-6789 or email us.

If upon log in, you are told you are not located in Saskatchewan, our system may have detected that your online session appears to be originating outside the province of Saskatchewan. If you are in the province, you may challenge this by pressing the appropriate button on the screen. IP challenges will be assessed and valid claims corrected by the start of the next business day. You may also contact Customer Support at 1-877-706-6789 or email us for assistance.

You may view historical transaction information from your account for up to six months. We may use transaction information to support any inquiries you may have about your account activity, analyze and improve customer relationships by understanding the types of products you buy. Transaction information may be retained by us as long as your account is active, and/or as required by law.

From the Login page, click on the Forgot Password link and follow the instructions from there. You will need to know your unique username or the email address attached to your PlayNow Account. You will also need to know the answers to your secret questions to set a new password. If you have forgot your username or email address attached to your account, you will need to call Customer Support at 1-877-706-6789 and they will be able to provide you with your login information

To close your account, call Customer Support at 1-877-706-6789.

When registering you agreed to be responsible for ensuring that only you can use your account and password. In general, you should not keep funds in your PlayNow.com Account if you do not intend to redeem them for purchases within a reasonable amount of time. If you feel your account has been compromised, immediately contact Customer Support at 1-877-706-6789 for assistance.

We have invested significant safeguards, authentication processes and security measures to ensure the integrity of all our games. An individual must register and create a player account before play is enabled. To do this, the information provided by the player will be sent electronically to one of Canada's major credit bureaus. This third-party validation verifies both age and residency. Note, we do not check your credit history we are only verifying your information.

The purchase of our products can only occur while the player is physically located in Saskatchewan and it is a violation of the PlayNow.com Player Agreement to attempt to purchase if outside of the province.

If your account balance grows above $250,000, you will have 72 hours from the time you exceed the limit to bring the amount to $250,000 or below. If you do not reduce your account balance by that time, we will initiate an account withdrawal.

The times displayed on PlayNow.com, including those found in your game and transaction history, are impacted by your local computer's time zone configuration, and may not necessarily be correct. To ensure displayed time accuracy please check that your computer's time zone settings are current.

When you make a bet / commit to a purchase, your account balance should be updated within several seconds.

Efforts are taken to ensure that winnings are paid to your account as soon as possible after a win occurs. Depending on the amount of your win and the type of game you played, we may need to contact you to obtain additional information prior to releasing your winnings into your account.

If you have any questions or concerns about any potential delays, please call Customer Support at 1-877-706-6789.

PlayNow.com offers the chance to win several different life-changing jackpots through our casino progressive jackpots. There are no limits or maximums imposed on the size of a jackpot that can be won by a player. PlayNow.com does, however, impose a daily cumulative win limit (based on a calendar day) at or near $500,000. Progressive jackpots do NOT contribute to this cumulative daily limit and no progressive jackpot win amount will be affected by this limit.

We reserve the right to close your Account if it is inactive for one year or more. An Account will be considered inactive if there have been no deposits and no Game purchases during a one year period. In the event that we close your Account, you must provide us with such additional information as we determine necessary to enable us to deliver the balance of the account (excepting any balance from Tokens) to you.

• Visa
• Mastercard
• American Express
• PayPal
• Online Bill Payment

For more information on the deposit options available on PlayNow, see here.

The Weekly Deposit Limit is the maximum amount that you wish to be able to transfer from your credit card or bank account into your PlayNow.com account during a seven day period.

Key facts about the Weekly Deposit Limit:

• It is not an automatic transfer-in feature.
• You can enter an amount in $1 increments up to $100,000. (example: $11, $15, $507).
• Within any seven day period, you will only be able to transfer in up to the total amount which you selected.
• You can decrease your Weekly Deposit Limit at any time in your player profile.
• Any increases to your Weekly Deposit Limit will not come into effect for approximately 24 hours. When your new transfer-in limit comes into effect, the 24-hour countdown messaging on your Edit Profile page will no longer appear and your new limit will be displayed on the page.

Yes, the minimum deposit amount is $5.

Some credit card issuers and financial institutions may levy a fee each time you deposit funds into your account. We DO NOT charge these fees. Please contact your credit card issuer or financial institution for verification.

Each financial institution develops and supports their own bill payment processes. Most provide customers with a choice of accounts and account types from which to make a bill payment.

Most major banks and credit unions can be used to transfer funds to your to your Playnow.com account. If you don't see either British Columbia Lottery Corporation or PlayNow.com listed as a Payee, please contact your bank or credit union.

Visit the Online Bill Payment section of the FAQs.

What is VISA Secure and if I wanted to, where do I sign up?

VISA Secure offers cardholders additional security during web-based purchase transactions. Find out more by contacting the financial institution that issued your VISA credit card or by visiting http://www.visa.ca/en/personal/securewithvisa/vbv/index.jsp.

What is Mastercard 3D SecureCode and if I wanted to, where do I sign up?

Mastercard 3D SecureCode offers cardholders enhanced protection against unauthorized use of your card during web-based purchase transactions. Find out more by contacting the financial institution that issued your Mastercard credit card or by visiting http://www.mastercard.ca/support/secure-code.html.

What is American Express SafeKey and if I wanted to, where do I sign up?

American Express SafeKey is a security solution that leverages global industry standards to detect and reduce online fraud—adding an extra layer of security when Card Members shop online or on their mobile devices. Find out more by contacting the financial institution that issued your AMEX credit card or by visiting https://network.americanexpress.com/globalnetwork/safekey/ca/en/.

Can I use any VISA, MasterCard or AMEX credit card to purchase cash on PlayNow.com?

Most VISA, MasterCard, and AMEX credit cards issued to Saskatchewanns residents can be used to deposit funds on PlayNow.com. However, a few card issuers have decided to not accept these types of transactions. If you think you have been affected, please contact your card issuer directly.

If you have attempted a deposit but don’t see the funds, please check back later as payments can sometimes take up to 35 minutes to complete.

Deposits to PlayNow can sometimes fail. In the rare circumstance that the funds are debited from your bank or credit card account, please allow 3-7 business days for the funds to be returned. If the funds have not returned after this time has passed, please contact Customer Support. It is 3 days for debit and 3-7 for CC/visa/MC debits.

Effective June 17, 2017, PlayNow must comply with regulatory amendments arising from the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (PCMLTFA). For more information, please read our info page.

The times displayed on PlayNow.com, including those found in your game and transaction history, are impacted by your local computer's time zone configuration, and may not necessarily be correct. To ensure displayed time accuracy please check that your computer's time zone settings are current.

Anytime you've won a prize, the money is automatically added to your cash balance. For all games, with the exception of eSports, this is instantaneous. To see your prizes, please visit your account history. TIP: Use the filtering options to narrow down your search!

Most major financial institutions offer online or telephone bill payment services. Now you can use the same process to transfer funds into your PlayNow.com account.

You can transfer funds from your financial institution account to your PlayNow.com account either online or over the phone.

Contact the customer service department of your financial institution for assistance with setting up this service.

Please note that these suggested steps vary slightly amongst financial institutions.

• Go to your financial institution's website and log in.
• Go to the Payments or Bill Payments section.
• Add a PAYEE*.
• When searching for the Payee type "Lottery" in the search field and select British Columbia Lottery Corporation or PlayNow.com from the search results list.
• When prompted for your Payee Account number, enter your 11-digit PlayNow.com Account Number which is listed in your profile.
• Make a bill payment: Select British Columbia Lottery Corporation or PlayNow.com as the Payee*,
• set up a one time bill payment, or
• set up a recurring bill payment

*PAYEE will be either British Columbia Lottery Corporation OR PlayNow.com depending on your financial institution.

You are able to transfer the amount that you specified in your Weekly Deposit Limit into your PlayNow.com account on a weekly basis (this is a rolling seven day period, not a calendar week from Sunday to Saturday).

Your account has a maximum cash balance limit of $250,000. Please note that if you attempt to make a single transfer of more than $100,000 by Online Bill Payment, the transaction will be rejected. If a transfer amount causes your total transfers for the past seven days to exceed your Weekly Deposit Limit or bring your balance above $250,000, the excess amount from the transfer will be automatically returned to your bank account.

Most financial institutions in Canada take one or two business days to process your payment, but the time needed may vary. Once we receive your payment, it will appear as a transaction in your Transactions page. If you'd like to deposit money into your PlayNow.com account immediately, you can use your credit card.

Many major Canadian banks and credit unions which previously offered Interac Online are no longer supporting this payment method, therefore PlayNow will instead offer Interac eTransfer as an alternative.

Interac eTransfer offers greater convenience to players than Interac Online, as deposits are tied directly to bank accounts, so bank card or bank card details are not required.

Please note that players using Interac eTransfer may encounter a standard bank security check on their first attempt, resulting in a short delay of up to 72 hours for funds to be credited to the PlayNow account. All subsequent deposits should credit the PlayNow account immediately.

Log in and go to the Withdraw Funds page under My Account. You may withdraw funds from your account at any time subject to PlayNow.com withdrawal policies including the following:

• All funds must be withdrawn to your bank account (Unless you are making a withdrawal of $100,000 or more.)
• For withdrawals of $1,000 or more, you must provide PlayNow.com with your occupation as required by Federal anti-money laundering regulations.
• For withdrawals of $100,000 or more, you will be presented with your money by cheque in person. A representative will be contacting you at the telephone number you have provided in your PlayNow.com player profile to arrange for payment.
• We will collect your occupation on PlayNow.com during the withdrawal process. Once we have your occupation on file, you will not need to enter it again.

This is a federal requirement under the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (PCMLTFA).

When you complete the Voluntary Self-Exclusion process on PlayNow.com, the funds in your PlayNow.com account will be withdrawn and refunded back to you.

There are different ways in which we will refund your money depending on the situation:

If your account balance is less than $1,000 and we have your bank account information on record, we will refund the cash to your bank account without having to contact you.

If your account balance is less than $1,000 and we do not have your bank account information on record, a representative will be contacting you at the telephone number you have provided in your PlayNow.com player profile to retrieve your bank account information.

We will deliver balances under five dollars ($5.00) only by direct deposit. In the event that you do not provide us with a bank account you agree that you shall forfeit all right to the balance in your account.

If your account balance is $1,000 or more, a representative will be contacting you at the telephone number you have provided in your PlayNow.com player profile to collect your occupation as required by Federal anti-money laundering regulations. If we do not have your bank account information on record, we will need to ask you for this as well. In addition, if your account balance is $100,000 or more, we will refund your money to you by cheque.

You have the ability to reverse part of or the entire amount of your pending withdrawal total for a given day up until 2am CT. The portion of the pending withdrawal total that you reverse will be returned back to your playable balance. If you have any concerns please contact Customer Support at 1-877-706-6789 for assistance.

Please allow up to three business days for PlayNow to process your withdrawal. Once this is completed, the transaction will typically require approximately one business day before it will appear in your bank account. The time required will depend on your financial institution.

A Token is what PlayNow.com awards to players allowing them to make free bets.

Tokens are given out through various promotions on PlayNow.com. Certain Tokens are awarded as part of promotions that are open to all players, while other Tokens are tied to promotions available exclusively to certain players.

To view the promotions currently running on PlayNow.com, visit the promotions page of the game type that you are interested in, for example Casino and Sports. If you are a PlayNow.com member, you can log in and go to the My Promotions page under My Account.

There are two types of Tokens, game specific Tokens that can only be used on specific games and Cash Tokens that can be used to play any games.

No. Any Tokens that have been awarded to your account cannot be redeemed for cash.

The Token Balance field on the games and in the My Account section of PlayNow.com informs the player of the amount of tokens (expressed in $) the player has.

The Token Bet field is visible on Casino games as well as certain other PlayNow.com games. Whenever players have a Token balance, the Token will be used first on the next qualifying bet (i.e. a game that the token is permitted to be used on). Whenever a Token, or part of a token is used, the amount used will appear in the Token Bet field for that bet.