Preventing and detecting fraud
This environment can make investigating player-raised issues particularly challenging. BCLC takes every player inquiry or complaint seriously, particularly where the player has raised a concern about the integrity of the games or transactions. However, until a thorough investigation has been conducted by trained resources, it is impossible to conclude whether any given issue was caused by a fault in the PlayNow.com software, a corruption in the player's installed web browser or supporting software, or merely the result of user error or misunderstanding. While many of our off-shore competitors may have no obligation or be willing to address game integrity issues, it is incumbent on BCLC as a Crown corporation to fully investigate and respond to all integrity issues in an open and transparent fashion.
While the vast majority of our players are honest, we still have to keep an eye out for fraudsters attempting to exploit PlayNow.com for gain. Some will try to register player accounts using false identities and stolen credit cards, requiring our anti-fraud team to monitor transactions and account registrations. While our team has a wide range of tools and methodologies at their disposal, the challenge becomes staying ahead of the curve. As fraudsters learn our controls, they modify their strategies accordingly so as to circumvent those controls. It requires ongoing vigilance. For example, they may make use of special network tools and websites to obscure the true origin of their Internet connection, requiring us to evolve our methods.
Digital forensics required
Another challenge with fraudsters is their propensity to use doctored screenshots as a vehicle to raise baseless claims about game or transaction faults. This approach specifically targets BCLC's commitment to our player and to the integrity of our games. A picture may be worth a thousand words, but those words might not necessarily be the truth. Digital forensics must be used on any suspect screenshot, in order to confirm the validity of the image. Often, the truth can only be found through a combination of software analysis and good old-fashioned human interview techniques. Many end up exposing their own scam by betraying a vital piece of information to our team of investigators.
BCLC's stance remains that identity and credit card fraud are not victimless crimes. As such, we help support efforts by the RCMP and local police to catch those who harm our businesses and directly impact the lives of Canadians. The suite of controls implemented by BCLC aims to protect our regulated PlayNow.com website from fraud, which in turn protects players and the public from identity and credit card fraud.
We invest in a great amount of technology, time, and expertise to help ensure we meet the ever-changing expectations and challenges of egaming, while making great strides to stay ahead of the curve in order to remain safe, secure, competitive and relevant. These are the standards players expect when they play on a regulated gaming site in Canada.
About the author:
As the Vice-President of Corporate Security and Compliance, Rob Kroeker leads the development and implementation of corporate security and compliance policies and procedures for BCLC, its players and private sector service providers. He is responsible for all aspects of security, compliance, legal services, privacy and Freedom of Information administration. Rob currently serves as President of the Gaming Security Professionals of Canada and sits on the Board of Governors for the Justice Institute of British Columbia.