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FAQ

Q:HOW DO I EARN POINTS?
Points are earned wagering on eligible PROLINE and POOLS tickets purchased in-store during the Program Period. Codes associated with the purchase of eligible tickets can be input into the program website to earn points. Further details on how to earn points can be found here.
Q:CAN I EARN POINTS ON ALL TYPES OF SPORTS WAGERS?
Yes, points will be earned with the purchase of PROLINE tickets at retail regardless of the type of bet or market chosen; points will also be earned with the purchase of a POOLS ticket at retail. OLG reserves the right to offer additional points based on wager type at its discretion.
Q:ARE PROLINE+ ONLINE WAGERS ELIGIBLE TO ENTER INTO THE POINTS PROGRAM?
No, only PROLINE and POOLS tickets purchased in-store are eligible to enter into the Points Program and earn points.
Q:WHERE CAN I USE MY POINTS?
Points can only be redeemed on the program website for rewards made available by OLG or for contest entries. Points have no cash value.
Q:HOW CAN I REDEEM MY POINTS?
Points can be redeemed directly for prizes made available by OLG on our rewards page, or by using points to earn entries in our monthly draw contest on the contests page.
Q:CAN I MOVE MY MONTHLY CONTEST DRAW ENTRIES?
No, once you have assigned entries into a draw they will remain in that draw until the end of the monthly contest period, which is the last day of the month at 11:59:59 pm ET.
Q:WHEN DO MONTHLY CONTEST DRAW PERIODS START AND END?
All prize draws start on the first day of the month at 12:00:00 am ET and end on the last day of the month at 11:59:59 pm ET. See Contest Rules and Regulations for additional details.
Q:WILL I BE ABLE TO USE MY POINTS IN-STORE?
No, points can only be used on the program website for prizes made available by OLG and for contest entries.
Q:HOW LONG DOES THIS PROGRAM LAST?
The Proline Points Program will automatically terminate on August 31, 2024, subject to earlier termination or extension by OLG in its sole discretion. Upon termination, points will automatically expire, as set out in the Program Terms. Participants will get a minimum notice of one month of any possible points expiry.
Q:CAN I USE MY POINTS FOR CASH?
No, points earned though the PROLINE Points Program can only be redeemed for offers and prizes listed on the program website.
Q:HOW LONG DO I HAVE TO INPUT PROLINE TICKETS AND EARN POINTS?
PROLINE tickets can be input into the website within 3 months of date of purchase. After that date, tickets will no longer be eligible to earn points.
Q:HOW MANY TICKETS CAN I ENTER IN A DAY?
Participants can enter up to 20 tickets purchased at retail per day.
Q:HOW DO I ENTER TICKETS USING THE MOBILE SCANNER?
Using your mobile phone, visit the enter tickets page and tap the mobile scanner prompt. You will be asked if you allow PROLINE Points access to your camera; if you select ‘Allow’, simply place the ticket barcode within the camera’s range to scan your tickets. Your scanned tickets will be automatically entered into PROLINE Points.
Q:WHAT ARE THE MOBILE WEB SCANNER REQUIREMENTS?
The mobile web scanner works with iOS and Android devices; please refer to the table below for device and browser compatibility requirements.
Device Type Browser Name Version
Android Chrome v59+ on Android only
Android Firefox v55+ on Android only
iOS Safari v12+
Q:WHERE IS THE CODE ON MY PROLINE/POOLS TICKETS?
The 22-digit alpha-numeric code will be printed on the bottom of your PROLINE or POOLS Retail tickets.
Q:WHY DOES THE PROLINE POINTS PROGRAM EXIST?
The PROLINE Points Program is intended to provide a great experience for retail sports customers and enhance the feeling of winning.
Q:WHY SHOULD I SIGN UP FOR AN ACCOUNT?
You can’t join the PROLINE Points Program unless you already have or sign up for a Winner’s Edge account. By signing up, you’ll gain access to PROLINE Points and have the option of staying informed on other exciting programs and offers such as news on the latest OLG contests, exclusive e-coupons, winning number emails, jackpot alerts, OLG newsletters and loads of other fun stuff customized to the way you play. Signing up only takes a couple of minutes, and it’s easy to change your account preferences or unsubscribe at any time.
Q:WHO IS ELIGIBLE TO JOIN?
Residents of Ontario 18 years of age or older are eligible to participate in the program. For more information, see the Program Terms.
Q:IS IT FREE TO JOIN THE PROGRAM?
Yes, it is free. No purchase is necessary to register for the PROLINE Points Program.
Q:HOW DO I REGISTER?
Eligible Participants must have a Winner’s Edge account in order to participate in the program. If an Eligible Participant does not have a Winner’s Edge account, the Eligible Participant must follow the instructions to register an account by submitting their name, email address, phone number, and date of birth on either the Winner’s Edge website or on the PROLINE Points Program website.
Q:ARE THERE MEMBERSHIP TIERS WITHIN THE PROLINE POINTS PROGRAM?
No, all customers who participate in the program have access to the same prizes and draws and earn points at the same rate. OLG reserves the right to offer personalized promotions as desired.
Q:IF I ALREADY HAVE A WINNER’S EDGE ACCOUNT, DO I NEED TO CREATE A SEPARATE ACCOUNT JUST FOR PROLINE POINTS?
While you are required to separately sign up for the Proline Points program, if you are already a Winner’s Edge member, you can sign up using your pre-existing Winner’s Edge Credentials.
Q:WHY AM I GETTING THE ERROR MESSAGE "EMAIL ADDRESS IS ALREADY IN USE" WHEN I TRY TO SIGN UP FOR AN ACCOUNT?
The email you’re using to sign up must already be associated with a Winner’s Edge account. Are you already receiving Winner’s Edge emails? Or maybe you’ve participated in an OLG Lottery contest in the past, or signed up to receive e-coupons? Then you already have an account! Simply log in with that account email and password and you’re ready to participate.
However, if you receive this message and you have not already signed up for a Winner’s Edge account, it is possible that someone else has signed up using that email address. An email address cannot be used by more than one person. If you believe this message is incorrect or require additional assistance, contact the OLG Support Centre at 1-800-387-0098 or via Live Chat.
Q:WHY CAN'T I LOG IN? THE SITE IS NOT RECOGNIZING MY INFORMATION.
You may have entered your email address or password incorrectly. Check that you haven't made any typos and that Caps Lock is off. Also make sure you haven't entered any spaces. If you continue to have an issue, go to the Forgot login page.
Q:WHAT IF I FORGOT MY PASSWORD?
If you've already signed up for PROLINE Points or have a Winner’s Edge account and have forgotten your password, go to the Forgot login page.
Q:I NO LONGER HAVE ACCESS TO THE EMAIL ADDRESS THAT I SIGNED UP WITH. WHAT SHOULD I DO?
If you have forgotten or no longer have access to the email address that you signed up with, contact the OLG Support Centre at 1-800-387-0098 or via Live Chat for assistance.
Q:I’M HAVING TROUBLE SIGNING UP FOR THIS PROGRAM. WHY CAN’T OLG JUST SIGN ME UP? I’M GIVING YOU MY PERMISSION.
In order to maintain the integrity of the PROLINE Points Program, we are not able to physically enter a customer’s information or submit an entry on their behalf. OLG has no way of verifying the authenticity of the information provided or ensuring that the information entered is correct. You should be the only one submitting your personal information for a contest. If you are experiencing difficulties entering your information online, we suggest that you seek the assistance of a family member or friend.
Q:IS THIS ACCOUNT THE SAME AS MY OLG.CA ACCOUNT?
No. If you have registered for OLG.ca, you will also need a Winner’s Edge account to participate in PROLINE Points, plus enjoy Winner’s Edge benefits like Jackpot alerts and winning numbers details.
Q:HOW DO I CHANGE THE EMAIL ADDRESS OR PHONE NUMBER IN MY WINNER’S EDGE PROFILE?
To change your email address or phone number, you must log in with your current Winner’s Edge account credentials to update your profile.
Q:WHY DO I HAVE TO ENTER MY DATE OF BIRTH WHEN REGISTERING FOR AN ACCOUNT?
OLG has firm policies and procedures to protect against minors participating in any lottery game or contest, or engaging with our websites. Members must provide their date of birth in order to confirm that they are at least 18 years of age.
Q:WHAT KIND OF PRIZES AM I ELIGIBLE FOR?
Please visit the Contest and Rewards pages for prize information. Points can be redeemed for merchandise, gift cards, and other items as may be made available by OLG as set out on the Redeem portion of the site. Members may also redeem points to gain entry into monthly contests. See Contest Rules and Regulations for additional details on monthly contest prizes.
Q:DO I NEED TO KEEP MY TICKETS TO SHOW WHEN I CLAIM A PRIZE?
No, participants are not required to show tickets in order to claim or redeem contest prizes.
Q:HOW AND WHEN WILL WINNERS BE CONTACTED?
Contest Draw winners will be contacted within 3 business days from the end of the contest period. The winners are required to complete prize documentation and provide proof of identity (age and province of residence) before they are determined to be eligible. All winners must return any documentation, emails or calls within a specific time period to remain eligible to win a prize. For full details, check the Rules and Regulations.
Q:DO I HAVE TO REDEEM POINTS TO GAIN CONTEST ENTRY?
No, there is no purchase necessary to enter the monthly Contests. For more information see the Contest Rules and Regulations.
Q:HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Participants who order an MLSE e-gift card will receive an email with their gift card code within 5-10 business days; all other e-gift card orders will be sent immediately following the successful completion of the order. Merchandise orders will be received within approximately 10 business days.
Q:IS THERE A LIMIT ON HOW MANY REWARDS I CAN ORDER?
Yes. Eligible members can order a maximum of 10 prizes under the “REWARDS” function per week from the selection of available prize redemption items. This limit resets every Monday.
Q:I’VE CHANGED MY MIND ON MY ORDER. IS IT RETURNABLE AND WILL I RECEIVE A REFUND?
No. Once you have completed your order, the transaction is final.
Q:WHAT HAPPENS IF MY ORDER IS DAMAGED, LATE OR NEVER ARRIVED?
If there is an issue with order fulfillment, participants should contact OLG customer support:
LiveChat is available
Weekdays 8 AM to 7 PM (ET)
Weekends 8 AM to 5 PM (ET)
Or by phone at
1-800-387-0098
Weekdays 8 AM to 7 PM (ET)
Weekends 8 AM to 5 PM (ET)
Q:HOW CAN I TRACK HOW MANY POINTS I HAVE?
After logging in to your account, the amount of available points can be viewed in the top right of the page directly under the ‘Enter Tickets’ button.
Q:DO POINTS EXPIRE?
Points expire automatically upon Program termination for any reason.
Points will also expire in the event of account inactivity as set out in Section 7.2 of the Program Terms. Account inactivity is defined as when, in a 12 month consecutive period, the member has both not redeemed any points nor earned any points in the Program.
Q:IS THERE A LIMIT TO THE NUMBER OF PROLINE POINTS I CAN HAVE IN MY ACCOUNT?
Players can have a maximum of 250,000 points in their account. Any attempts to add more points beyond this threshold will not be successful until such time as the player’s account is reduced below the points limit.
Q:CAN I PASS REWARDS ON TO FRIENDS OR FAMILY MEMBERS?
Yes. Only the account holder can redeem earned points, but prizes can be shared with friends or family members with the account holder’s permission.
Q:CAN I TRANSFER MY POINTS TO ANOTHER PROGRAM MEMBER?
No, points are not transferrable between accounts.
Q:WHY DIDN’T I RECEIVE MY PROLINE POINTS?
If you did not receive points, it may be for a number of reasons, including that the code had expired, that the ticket was not otherwise valid, or where the code has already been submitted.
Q:I DON’T HAVE ENOUGH PROLINE POINTS TO REDEEM. CAN I USE ALL MY POINTS AND PAY FOR THE DIFFERENCE IN CASH?
No, cash cannot be used within the PROLINE Points Program.
Q:I LOST OR DID NOT RECEIVE AN EMAIL CONFIRMATION WITH MY GIFT CARD. WHAT DO I DO?
If a confirmation email is not received, participants should contact OLG customer support:
LiveChat is available
Weekdays 8 AM to 7 PM (ET)
Weekends 8 AM to 5 PM (ET)
Or by phone at
1-800-387-0098
Weekdays 8 AM to 7 PM (ET)
Weekends 8 AM to 5 PM (ET)
Q:WHAT DOES OLG DO WITH MY PERSONAL INFORMATION?
Protecting the privacy and confidentiality of personal information is important to us. The collection, use and disclosure of personal information by OLG is governed by The Province of Ontario's Freedom of Information and Protection of Privacy Act. Please visit our Privacy Policy page for more information.
If you need further assistance or have questions that are not available on this help page, contact the OLG Support Centre and we’ll be glad to assist. For additional information, check the Program Terms for details.
Q:HOW CAN I CONTACT CUSTOMER SUPPORT IF I HAVE QUESTIONS ABOUT THE PROGRAM?

LiveChat is available
Weekdays 8 AM to 7 PM (ET)
Weekends 8 AM to 5 PM (ET)
Or by phone at
1-800-387-0098
Weekdays 8 AM to 7 PM (ET)
Weekends 8 AM to 5 PM (ET)