Grosvenor Casinos Privacy Policy
This Privacy Policy explains how Grosvenor Casinos collects, uses, stores and protects personal information when you visit or use our online casino services, website, applications and related features. It also describes the choices and rights available to you in relation to your information.
Grosvenor Casinos is committed to handling personal data responsibly and transparently. This policy applies to customers and visitors in the United Kingdom and should be read together with any relevant terms, notices or specific information presented when you use a particular service.
Information We Collect
We collect information that is necessary to provide a secure, reliable and personalised gambling service. The information we receive may vary depending on how you interact with Grosvenor Casinos.
Information you provide
- Identity and contact details, such as your name, date of birth, postal address, telephone number and email address.
- Account information, including login details, preferences, communication choices and records of your interactions with our support teams.
- Financial and transaction information, including deposits, withdrawals, payment method details, transaction history and relevant payment verification information. Payment details may be handled by specialist payment providers.
- Documents or information used to verify identity, age, source of funds or other account information where checks are appropriate.
- Information you provide when you contact us, enter a promotion, complete a survey, report a problem or submit a request.
Information collected automatically
When you use our services, we may collect technical and usage information such as your IP address, browser type, device details, operating system, time zone, pages viewed, access times, referral information and interactions with our website. We may also record information about gameplay, account activity, responsible gambling settings and customer service contacts.
We may receive information from third parties where this is necessary to verify details, process payments, prevent fraud, support responsible gambling or comply with applicable obligations. We only seek information that is relevant to these purposes.
How We Use Information
Grosvenor Casinos uses personal information for clear and legitimate business purposes, including:
- Creating and administering your account and providing casino games, promotions and other requested services.
- Processing deposits, withdrawals, refunds and other transactions.
- Confirming identity and age, maintaining account security and preventing unauthorised access.
- Monitoring activity for fraud, money laundering, payment abuse, collusion, bonus misuse and other risks.
- Supporting responsible gambling, including identifying potentially concerning patterns and applying appropriate account tools or restrictions.
- Responding to questions, complaints, technical issues and requests made through customer support.
- Improving website performance, game presentation, customer journeys, products and services.
- Sending service messages, security alerts and other essential account communications.
- Providing marketing communications where permitted and in line with your communication preferences.
- Managing promotions, competitions and rewards in accordance with their applicable terms.
- Maintaining business records, resolving disputes and protecting our legal and commercial interests.
Depending on the circumstances, processing may be required to provide a service you have requested, to meet a legal or regulatory obligation, to protect the security of our platform, or to pursue a legitimate business purpose. Where consent is used, you may withdraw it through the relevant preference controls, although this will not affect processing that has already taken place.
Cookies and Similar Technologies
Grosvenor Casinos uses cookies, software development tools, pixels and similar technologies to operate and secure the website, remember preferences and understand how services are used. These technologies may help us keep you signed in, maintain session security, measure performance and tailor content.
Types of technology used
- Essential technologies support core functions such as navigation, account access, security and transaction processing.
- Preference technologies remember choices such as language, display settings and communication preferences.
- Analytics technologies provide information about website traffic, errors, feature usage and performance.
- Marketing technologies may help measure campaigns or present relevant information, subject to your choices and applicable requirements.
You can manage certain non-essential cookies through our cookie controls or your browser settings. Blocking essential cookies may affect account access, gameplay or other features. Information stored by your browser may remain until you delete it or it expires according to the relevant technology's settings.
Data Sharing
We may share personal information with carefully selected organisations where this is necessary for the purposes described in this policy. These organisations may include payment processors, identity and age verification providers, fraud prevention specialists, technology suppliers, customer support providers, analytics partners and professional advisers.
Information may also be shared with companies within our corporate group where required for account administration, security, reporting, service improvement or operational support. We may disclose information to public authorities, courts, law enforcement bodies or other authorised organisations when we are required or permitted to do so.
We do not share personal information for unrelated third-party marketing without an appropriate basis and, where required, your permission. Service providers receiving information must handle it according to contractual requirements and applicable data protection standards. If our business is reorganised, sold or transferred, information may be disclosed as part of that transaction, subject to appropriate safeguards.
Data Security
We use technical, organisational and operational measures designed to protect personal information against accidental loss, misuse, unauthorised access, alteration or disclosure. Measures may include access controls, authentication procedures, secure transmission, monitoring, staff training and internal policies.
Access to personal data is limited to people and suppliers who need it for a valid business purpose. We review security arrangements regularly, but no online service can guarantee that information will be completely secure. You should use a strong, unique password, keep account credentials confidential and contact us promptly if you suspect unauthorised activity.
Data Retention
We keep personal information only for as long as it is reasonably necessary for the purposes for which it was collected. Retention periods depend on the type of information, the nature of our relationship with you, account activity, security needs, dispute considerations and any applicable record-keeping obligations.
When information is no longer required, we may securely delete it, anonymise it or place it beyond active use. Some records may be retained for longer where necessary to investigate suspected misuse, protect our systems, establish or defend legal claims, resolve complaints or meet applicable obligations.
Your Rights
Subject to applicable conditions and limitations, you may have rights in relation to your personal information. These may include the right to:
- Ask for access to personal information we hold about you.
- Request correction of information that is inaccurate or incomplete.
- Ask for deletion of information where there is no valid reason for us to continue holding it.
- Request restriction of certain processing in appropriate circumstances.
- Object to processing based on particular grounds, including some direct marketing activity.
- Receive certain information in a structured, commonly used format where data portability applies.
- Withdraw consent where processing relies on consent.
You can usually change marketing preferences by using the unsubscribe option in a marketing message or by adjusting account settings. We may need to verify your identity before completing a request. Some information may need to be retained, and some requests may be limited, where this is necessary for security, fraud prevention, responsible gambling, dispute handling or other lawful purposes.
Third-Party Services
Our website and services may contain links to websites, applications, payment services or other tools operated by third parties. These services may collect information under their own privacy notices. Grosvenor Casinos is not responsible for the privacy practices, content or security of external services that we do not operate.
We encourage you to review the privacy information provided by any third party before submitting personal data or using its services. Third-party integrations may also use cookies or similar technologies according to their own settings and policies.
International Transfers
Some suppliers or group companies supporting Grosvenor Casinos may process information in countries outside the United Kingdom. Where personal information is transferred internationally, we take steps intended to ensure that it receives an appropriate level of protection and that the transfer is handled in accordance with applicable requirements.
Safeguards may include contractual protections, assessment of the recipient and the destination, access restrictions, encryption or other security measures. Further information about a particular transfer may be available on request, subject to security and confidentiality considerations.
Policy Updates
We may revise this Privacy Policy to reflect changes to our services, technology, security practices, business arrangements or applicable requirements. The updated version will be published through the relevant Grosvenor Casinos website or service and will show its effective date.
We recommend reviewing this page periodically. Where a change materially affects how we use personal information, we may provide additional notice through the website, by email or through your account, where appropriate.
Contact Information
If you have a question about this Privacy Policy, want to exercise a privacy right or need help understanding how your information is used, please contact Grosvenor Casinos through the customer support channels made available on our website. You may also write to [email protected].
When contacting us, please provide enough information for us to understand your request. Do not send payment passwords or other sensitive account credentials in an email. We aim to respond within a reasonable period and may ask for additional information to confirm your identity and protect your account.
This policy applies to the online services provided by Grosvenor Casinos. It does not change the terms that govern your account, gameplay, promotions or responsible gambling tools. Customers must be aged 18 or over to use the online casino services.
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