Investigation Report: Ombudsman Act – Manitoba Liquor and Lotteries
investigations & monitoring
ombudsman act
Summary
An individual complained to our office that Manitoba Liquor and Lotteries (MLL) was not adequately enforcing its Voluntary Self-Exclusion (VSE) program. The individual believed the program would keep her from gambling at local casinos, but after signing up for the program, she discovered she was still able to gamble and ended up losing approximately $10,000. Partway through our investigation the individual withdrew her complaint for personal reasons, but supported a continued investigation on the ombudsman’s own initiative. At the conclusion of our investigation, the ombudsman recommended improvements to the way MLL communicates about the VSE program, including the use of plain, clear language, keeping information on its website updated, and articulating limitations related to detection and enforcement of the VSE program.
Case 2018-0457