How We Review & Rate Casinos

Our casino reviews follow a consistent, transparent process where the reviewer looks at 8 criteria, each having a score plus a visual proof of testing within the article. This document provides a step-by-step guide for reviewing each of these criteria, and then a writing guide for translating these scores into a readable review article.

How we review and rate casinos

1. Security

About the Criteria

The ‘Security’ criteria ensures casinos are properly licensed, secure, and free from significant credibility concerns.

How We Do It

We look at the casino’s licensing and regulatory status, verifying the validity and type of licence the casino holds. Then see if the casino is present on any major or minor blacklists. Finally, we consider the security of the website itself and whether it uses any account security features (e.g. 2FA). 

Review Process (Step-by-Step)

1. Find and verify the casino’s licence and local regulatory body status
   •  Is it an iGaming Ontario regulated website?
   • Click througn the licensing body shield at the bottom of the page, and cross reference the license number through the licensing body’s directory. 
   • Categorize the license as highly trusted, mid-tier or low-tier to get a score for M1
2. Manually check if the casino is on the following major blacklists: Wizard of Odds, Casino.org, CanadaCasino, and OnlineGambling.ca.
3. To find if the casino is on any minor blacklists, do a Google search: “[Casino Name] blacklist”
   • The word “Blacklist” might not appear on the search metadescription; click through all reviews of the casino on SERPs 1-5 to see if the casino has a blacklist or similar serious warning tag
4. Run the website through internetsecure.org
5. Go to your account page and look for security features
   • Is there 2FA? If so, try to to set it up to ensure it works 
   • Are there other security measures, like QR codes or one-time codes, when you log in? 
6. Fill out the Security Scorecard

Proofs

• Screenshot—Combined licensing shield and verified entry in the regulatory body’s register: Display a single image showing the licensing shield on the casino’s website and the corresponding entry from the regulatory body’s directory side by side, including the license number and validity.
• Video—Testing 2FA or account security features: A max 20-second clip demonstrating how to enable and verify 2FA on the casino account or highlighting the functionality of additional security features like one-time codes or QR logins.

Additional Proofs

• Video—License verification process: A recording of clicking the licensing shield on the casino’s website, navigating to the licensing body’s directory, and verifying the license details.

2. Withdraw Time & Limits

About the Criteria

The ‘Withdraw Time & Limits’ criteria examines how quickly players can access their winnings and the limitations placed on withdrawal amounts. 

How We Do It

We measure the processing time it takes to take out $100. We also check the monthly withdrawal limits (usually found in the T&C) and the methods and fees.

Review Process (Step-by-Step)

1. Confirm that your testing account has at least $100 and has been approved ready for a withdraw by your editor
2. Withdraw the $100, and notify your editor that you’ve started a Withdraw Test with the following information: Casino Name, Account Number, Withdraw Date & Time
   • Monitor your email for any messages within the next 3-12 hours; anything besides a confirmation is a potential flag, which will be dealt with on an ad hoc basis
   • You can proceed with the rest of the review, and your editor will notify you once the withdraw has been sent, with a time of arrival
3. Go to the T&C to find the withdrawal limits
   • If you cannot find the withdraw limits easily, do a Google search: “[Casino Name] withdrawal limits”
   • Determine the M3 score 
4. Complete the Withdraw Time & Limits Scorecard
5. For informational purposes only (unscored section), create a “Deposit Time” criterion. 
   • Time how long it takes to make a $10 deposit to your account

 

Proof

• Video—Email confirmation timeline: A short clip scrolling through emails, highlighting the initial withdrawal request confirmation and, if available within the timeframe, the withdrawal completion notification with timestamps visible.
• Screenshot—T&C page showing withdrawal limits: Display the section in the casino’s Terms & Conditions that explicitly states the withdrawal limits (daily, weekly, monthly).

 

Additional Proofs

• Video—Step-by-step of the $100 withdrawal process: A sped-up recording showing the user navigating to the withdrawal page, selecting the $100 amount, and submitting the request, ending with the confirmation screen.

 

3. Game Selection & Quality

About the Criteria

“The ‘Game Selection & Quality’ criteria assesses the variety and diversity of games offered by the casino, ensuring players have access to a wide range of enjoyable and authentic gaming options.”

How We Do It

We use a proprietary statistical sampling framework, the Game Variety Framework,  to assess game variety. Then count the number of software providers as a proxy for the total number of games, then scan for fake games. This is a 2-province test, meaning you repeat the entire process for both Ontario and either BC or Alberta, then calculate the average of the two. 

Review Process (Step-by-Step)

1. After logging into the casino, fill out the Game Variety Framework
   • NOTE: To be a “Variant” and not a “Skin”, the variety must have at least one rule that affects either the payout or the gameplay dynamics from the other 2 games, i.e., not simply be a change of appearance. For example, Vinnie Jones Roulette and Real Spooky Roulette are the same game with different skins (exact same rules), while Volcano Roulette would be a variant. In a hypothetical casino where these are the only 3 available digital roulette games, there would be 1 core game plus 1 variant. 
   • A “core game” refers to the first instance of that game in the casino, which should mostly align with a standard version of that game. 
     • For example, if a casino has only 1 type of live blackjack and it happens to be Christmas-themed blackjack, it would still count as a core game, as the rules are the same as standard American Blackjack. If the only available type is Spanish 21, then the casino only scores for having one variant, as this is very different from the standard version. The “mostly” situation arises when the only game in the category is a minor variant, e.g. European Blackjack, and it becomes a subjective decision. Note that this is an extreme edge case—a casino will usually have standard games available before incorporating odd variants.  
   • In 95% of casinos, a “variety” refers to the second type of that game that’s available
     • Example 1: Casino has American Roulette (1pt); European Roulette (0.5pt); Auto-Roulette (0.5pt)—full points awarded
     • Example 2: Casino has only Auto-Roulette (1pt)—as Casino B’s sole live roulette game, Auto-Roulette is scored as a core game. In this case, Auto-Roulette has most of the same rules as normal roulette, except it is automated, hence it can be scored as a Core Game. However, in Example 1 it is also a variant, not a skin, to the core game, because the automation affects the gameplay dynamics (i.e. speed)
     • Example 3: Casino has American Roulette (1pt); European Roulette (0.5pt); Auto-Roulette (0.5pt); Speed Roulette (0pt)—as there is a maximum score of 2 per game, Speed Roulette does not count for any additional point 
   • Fill out the Framework with either the name of the valid game found, or “N/A” if not present. Here is an example of a filled out Framework, for Jackpot City (Ontario)
2. Use SlotCatalog’s software provider count 
3. Search for Jackpot Games
   • Most casinos categorize slots by type, with tabs like “Jackpot Slots” for progressive jackpots, showing current jackpot meters and lists of recent big winners. There should also be easy to find a jackpot meter, the games have the biggest jackpots, and big winners, if the casino offers this
4. To rule out fake games, check 10 of the most popular games across different categories (slots, table games, live dealer) to verify the listed game developer matches the official information found on the developer’s website
5. Repeat and average for BC/Alberta.
6. Finally, check the website from the mobile version and include the findings in an additional, unscored sub-section.

 

4. Customer Support

About the Criteria

The “Customer Support” criteria looks at how quickly and effectively a casino can answer questions customers may have. 

How We Do It

We create testing, valid questions for both live chat and email channels, and monitor and record the responses. Using a purpose-made ChatGPT for consistency, we then determine the helpfulness of these responses. Tallying the types of channels and availability, plus the presence of a human agent, we get the customer support score. 

Live Chat

Live chat is the crucial aspect of customer support for casinos, hence takes the prominent role in the Customer Support Scorecard. We evaluate its responsiveness and, for M2 and M3 respectively, the quality of answers provided and whether interactions are handled by real agents or bots.

Review Process (Step-by-Step)

1. Determine one question for the online chat, and one for email support (if available). 
   1. Ensure both questions are testing, valid questions
   2. Questions should vary from casino to casino, but may occasionally repeat
2. Ask and measure response time in online chat
   1. Measure the time until support either addresses your question or asks a follow-up; an immediate automated response, e.g. “an agent will be with you shortly,” does not count
3. Ask a follow-up to determine sub-criterion M4.
4. Copy and paste the online chat in a separate document: [Casino Name] Customer Support Log
5. If the email response takes more than 1 business day, you will deduct a point from the total score
6. Copy the entire Customer Support Log into the Helpfulness Calculation ChatGPT Prompt and use this score for M2
   1. Double-check the output’s reasoning to avoid hallucinations
   2. Run the prompt twice, in separate dialogues, to ensure the reasoning is valid
7. Calculate the Customer Support Score using the Customer Support Metric

 

Proofs

1. Video—Live chat interaction: A short sped-up recording showing the live chat process from entering the query to receiving the agent’s first meaningful response or follow-up.
2. Screenshot—Email response: Show the time stamped email response from customer support addressing the query, highlighting the elapsed time from the inquiry.

 

Additional Proofs

Video—timestamped email verification: A quick clip scrolling from the original email query to the support team’s response, with timestamps visible to demonstrate the turnaround time.

5. Responsible Gambling Tools

About the Criteria

The ‘Responsible Gambling Tools’ criteria assesses the availability and effectiveness of tools that promote safe and controlled gambling habits. 

How We Do It

While logged in, we assess the self-exclusion options, which can vary in their flexibility and ease of use. Because simple self-exclusion is the baseline, we go further with deposit & loss limit tools, experimenting with these settings. Finally, we assess how prominent and extensive are their additional responsible gambling resources. This is a 2-province test, meaning you repeat the entire process for both Ontario and either BC or Alberta, then calculate the average of the two. 

Review Process (Step-by-Step)

1. Go the Responsible Gambling page and explore the self-exclusion options
   • Determine the M1 based on these specific details—use your judgement to place the casino’s self-exclusion tools into one of these tiers
2. Find the Deposit & Loss Limits settings and score M2 based on the scorecard features below
3. Go to the homepage and scroll through
   • Are there prominent links or mentions of either the above tools or other resources (e.g. ConnexOntario, helplines, etc.)?
   • Are there other tools available besides exclusion and limits?
   • If yes to both of the above, then 2. If there are no additional resources besides one small hotline number and a disclaimer, then a 0. Otherwise, 1. 
4. Repeat and average for BC/Alberta.

 

Proof

• Video—Exploration of self-exclusion tools: A short video showing navigation to the Responsible Gambling page, scrolling through the self-exclusion options, and demonstrating how to initiate the process.
• Screenshot—Responsible Gambling page: Capture the section detailing self-exclusion options, highlighting the durations and customization features available.

 

Additional Proofs

• Video—Prominence of tools and resources: A quick recording of scrolling through the homepage, highlighting visible mentions or links to responsible gambling tools, helpline numbers, or other resources such as ConnexOntario.

 

6. Fair Play

About the Criteria

The ‘Fair Play’ criteria investigates whether the casino operates games with transparent rules and provably fair outcomes. 

How We Do It

We examine the casino’s bonus and promotion terms, focusing on their wagering requirements and other conditions without mentioning the specific bonus amounts. Then, we find the win limits and look at odds and payout clarity, which refers to how clearly the casino communicates the probabilities of winning for various games and the payout percentages.This is a 2-province test, meaning you repeat the entire process for both Ontario and either BC or Alberta, then calculate the average of the two. 

Review Process (Step-by-Step)

1. Find (and note) all bonuses and promotions being offered by the casino
   • Check the homepage
   • Google “[Casino Name] Bonus” & “[Casino Name] Promotions”
   • Look up the casino in 3-4 major gambling review sites; look for exclusive sign-up bonuses not advertised elsewhere
2. Create a document called [Casino Name] B&P Terms [Month Date] 
   • Create a section for every bonus/promo you found
   • Bonus & promotion terms can usually be found linked below a promotion CTA, or in the casino T&C—find all of them and list them in their respective sections
   • Each bonus/promo sections should have the full name, subheading and CTA, followed by a bullet point list of the: 
     • Wagering Requirements
     • # of Deposits Required
     • Percentage Matching Schedule
     • Expiration Terms
     • Applicable Games
     • Forfeiture Terms
       • (Note: The above are all common tactics that reduce the profitability of bonuses)
     • Copy of Full Terms & Conditions or Link (if not behind login)
3. Copy the entire document into the Bonus & Promotion Terms Calculation ChatGPT Prompt and use this score for M1
   • Double check the output’s reasoning to avoid hallucinations
   • Run the prompt twice, in separate dialogues, to ensure the reasoning is valid
   • Use the prompt for inspiration on what to include in your summary. 
4. Evaluate Win Limits
   • Check the casino’s Terms & Conditions or FAQ page for information about win limits (e.g., maximum daily/weekly withdrawal limits or caps on bonus winnings).
   • If not easily accessible, Google “[Casino Name] win limits” and explore the first 3-5 SERPs.
   • Document findings and use the Fairness Scorecard to calculate M2.
5. Assess Odds and Payout Clarity
   • Look for RTP (Return to Player) percentages and odds transparency for popular games on the casino’s website.
   • Is it clearly stated, or hard to find? Is it present for most games, or some?
6. Repeat and average for BC/Alberta.
7. Double-check if you missed any unfair terms by looking up the casino on other review sites like Casino Guru’s Safety Index and Wizard of Odds.

 

Proof

• Video—Navigating to Bonus Terms: A short recording showing the process of finding a promotion on the homepage, clicking its CTA, and navigating to the linked Terms & Conditions. Highlight key bonus details, such as wagering requirements or expiration terms.
• Screenshot—Win Limits in Terms & Conditions: Capture the specific section in the casino’s Terms & Conditions or FAQ page that outlines win limits, such as maximum daily, weekly, or monthly withdrawal caps, or caps on bonus winnings. 

 

7. Brand History & Reputation

About the Criteria

The ‘Brand History & Reputation’ criteria examines the casino’s longevity, player feedback, and industry standing to determine its trustworthiness and reliability, focusing on factors like fair conduct, media coverage, and active engagement with its audience.

How We Do It

We evaluate a casino’s reputation by assessing its operational history, using tools like the Wayback Machine and looking for related news to verify its launch date. We analyze public sentiment through player reviews, media coverage, and social media activity. 

 

Review Process (Step-by-Step)

1. Calculate the Brand Reputation Aggregate Score
2. Find out the age of the casino, i.e. it’s lifespan from when it first available as an operational iGaming website
   • Check the footer and T&C for the launch date
   • Cross-verify this using WayBack Machine
   • Do an advanced Google search within a year timeframe around that date to find press releases or official announcements; rule out a domain name change
3. Assign an activity score (M3)
   • A general upwards trajectory on Google Trends plus an active social media presence is 2 points
     • Active: At least one social media platform with weekly posting, with at least two dozen organic engagements
   • One of the above equals 1 point; however recent press coverage in major industry outlets, or a very high level of search volume is still 2 points

 

Proof

• Video—Player reviews: Montage of scrolling major platforms like Trustpilot, Reddit, and forums, highlighting key positive or negative comments about the casino’s reputation.
• Screenshot—Social media activity: Show the casino’s recent posts on a major platform (e.g., Twitter, Facebook), highlighting the posting frequency and engagement metrics (likes, shares, comments).

 

8. Post-Play Experience

About the Criteria

The ‘Post-Play Experience’ criteria reviews how well a casino supports and engages players after they’ve completed their sign up and gaming sessions. 

How We Do It

After setting up a unique email address, we monitor and save all communications for a 2-week period. We’re looking for email marketing that is useful, not spamming. After 2 weeks, we test the opt-in settings for an additional week. 

Review Process (Step-by-Step)

1. Track communications over two weeks post sign-up
   • Monitor all emails received from the casino over a two-week period.
     1. Log the frequency, timing, and content of emails, categorizing them as promotional, transactional, or retention-focused.
     2. Note whether the communications are personalized and relevant to gaming activity or if they appear generic or excessive.
2. Evaluate retention strategies
   • Identify patterns, such as whether the casino tailors offers to user behavior or sends generic blasts.
3. Test the Opt-Out Process
   • Attempt to unsubscribe using the casino’s opt-out options (usually found in the email footer or account settings).
   • Assess the ease of opting out, whether preferences can be customized (e.g., only receiving certain types of emails)
   • Over the following week, monitor if emails stop completely or if any continue despite the opt-out request.
4. Check for data misuse
   • Look for any unrelated spam sent to the unique email address, which might indicate that the casino sold or shared user data.
   • Any such activity automatically results in a 3-point deduction
5. Add an additional “Bonus” unscored section, “Pre-Play Sign Up Experience.
   • Track the time it takes to sign up for an account. 
   • Note any difficulties in the process

 

Proof

• Video—Inbox walkthrough: Record a video scrolling through the unique email inbox after the two-week period, showcasing the frequency and types of emails received. Highlight patterns like personalization, relevance, or repetitive spam.
• Screenshot—Opt-out confirmation: Capture a screenshot of the final step in the opt-out process, such as a confirmation message or email confirming the user has successfully unsubscribed.