Grosvenor Casinos Privacy Policy
This Privacy Policy explains how Grosvenor Casinos collects, uses, stores and protects personal information when you visit our website, create or use an account, contact our support team, or otherwise interact with our online casino services. We aim to handle personal information responsibly and provide clear information about the choices available to you.
This policy applies to information connected with Grosvenor Casinos and should be read together with any applicable terms and conditions, responsible gaming information and cookie notices displayed on our website. Our services are intended for customers aged 18 and over.
Information We Collect
We collect information that is necessary to operate our website, manage accounts, provide casino services and communicate with customers. The information we collect may vary depending on how you use Grosvenor Casinos.
- Identity details, such as your name, date of birth and information used to confirm your identity or age.
- Contact details, including your email address, telephone number and correspondence details.
- Account information, such as login details, account preferences, transaction history and responsible gaming settings.
- Financial and payment information required to process deposits, withdrawals, refunds and related checks. Payment details may be handled by specialist payment providers rather than stored directly by us.
- Technical information, including your IP address, browser type, device information, operating system, general location data and details of how you use our website.
- Communications and support information, including messages, records of enquiries and information you provide when reporting a problem.
- Information relating to legal, security, fraud prevention and responsible gaming checks, where relevant to the services you use.
Some information is collected directly from you. Other information may be generated when you use the website or obtained from service providers, verification partners, payment processors and fraud prevention resources. We only seek information that is reasonably relevant to the purposes described in this policy.
How We Use Information
Grosvenor Casinos uses personal information to provide, administer and improve its services. The purposes may include:
- Creating and maintaining your online casino account.
- Processing deposits, withdrawals and other account transactions.
- Confirming your identity, age and eligibility to use the services.
- Protecting customers, the platform and payment systems from fraud, abuse, unauthorised access and other harmful activity.
- Monitoring account activity to support safe and responsible use of the casino.
- Responding to questions, complaints and technical support requests.
- Personalising website content, preferences and communications where appropriate.
- Sending service messages, including account notices, security alerts, transaction confirmations and policy updates.
- Evaluating website performance, diagnosing faults and developing new features.
- Meeting applicable obligations and responding to lawful requests from authorised bodies.
Where marketing communications are offered, we will use your information in accordance with your preferences and any choices available through the relevant message or account settings. You can adjust marketing preferences without affecting essential service communications.
Cookies and Similar Technologies
Grosvenor Casinos may use cookies, software development tools, pixels and similar technologies to make the website function correctly and to understand how visitors use it. These technologies can help maintain sessions, remember selected preferences, support security and measure website performance.
Some cookies are essential for account access, navigation and core casino functions. Other technologies may be used for analytics, preference management or marketing purposes, subject to the choices and controls available in your browser or through our website. Disabling certain cookies may affect the availability or performance of some features.
Cookie information may be linked to technical identifiers rather than directly identifying you. Where a cookie or similar technology is associated with an account or other personal information, it will be handled in accordance with this policy.
Data Sharing
We may share personal information where this is necessary to provide the services, protect customers or operate the business responsibly. Recipients may include:
- Payment processors and financial service providers that assist with deposits, withdrawals and transaction administration.
- Identity verification, age verification, fraud prevention and security providers.
- Technology, hosting, customer support, communications and analytics providers working on our behalf.
- Professional advisers, insurers, auditors or other service providers where access is reasonably required.
- Relevant corporate entities in connection with business administration, restructuring, acquisition or transfer of services.
- Public authorities or other authorised parties where disclosure is required or reasonably necessary to address legal, security or regulatory matters.
Service providers are expected to handle information securely and only for permitted purposes. We do not share personal information with unrelated parties for their own independent marketing unless this is clearly explained and appropriate permission or another valid basis is available.
Data Security
We use administrative, technical and organisational measures intended to protect personal information against accidental loss, misuse, unauthorised access, alteration and disclosure. These measures may include access controls, account security procedures, monitoring, secure communications and restrictions on staff and supplier access.
No website, electronic transmission or storage system can be guaranteed to be completely secure. You should keep your account credentials confidential, use a secure device and notify us promptly if you believe that your account or personal information has been accessed without permission. We may ask you to complete reasonable verification steps before discussing account information or processing certain requests.
Data Retention
We retain personal information for as long as it is needed for the purposes described in this policy, including account administration, customer support, transaction processing, security and dispute management. Information may also be retained where necessary to establish, exercise or defend legal claims, meet record-keeping responsibilities or resolve complaints.
Retention periods vary according to the type of information, the reason it was collected, whether your account remains active and any applicable requirements. When information is no longer needed, we will take reasonable steps to delete it, anonymise it or securely restrict access to it.
Your Rights
Depending on your location and applicable law, you may have rights concerning the personal information we hold about you. These may include the right to:
- Ask for confirmation of whether we process personal information about you.
- Request access to a copy of relevant personal information.
- Ask us to correct information that is inaccurate or incomplete.
- Request deletion of information in circumstances where it is no longer needed or where another valid reason applies.
- Ask us to restrict certain processing while an issue is reviewed.
- Object to particular uses of information, including some direct marketing activities.
- Request a portable copy of information where this right applies.
- Withdraw consent where processing is based on consent, without affecting earlier processing.
These rights are not absolute and may be subject to exceptions. For example, we may need to retain certain information for security, transaction, dispute resolution or other legitimate purposes. We may also need to verify your identity before completing a request. If you are dissatisfied with how a request is handled, you may have the option to raise the matter with a relevant privacy authority in your location.
Third-Party Services
The Grosvenor Casinos website may contain links, integrations or features provided by third parties. These services may include payment tools, verification systems, analytics platforms, social features or external websites. Once you leave our website or interact with an independent service, that provider may process information under its own privacy notice and terms.
We encourage you to review third-party privacy information before submitting personal details. This policy does not control the practices of organisations that operate independently from Grosvenor Casinos, even where their services are accessible through our website.
International Transfers
Some suppliers or business partners may process personal information in a country different from the country in which you live. Where information is transferred internationally, we take reasonable steps to assess the arrangement and apply suitable safeguards consistent with applicable data protection standards.
Depending on the circumstances, safeguards may include contractual protections, security controls, access restrictions or other recognised transfer mechanisms. Further information about a particular transfer may be available upon request, subject to security and confidentiality considerations.
Policy Updates
We may update this Privacy Policy when our services, technology, suppliers or information practices change. We may also revise it to clarify how information is handled or to reflect developments in applicable requirements.
When changes are made, the updated version will be made available on the website. The revised policy will apply from the date stated with the update. If a change is particularly significant, we may provide an additional notice through the website, by email or through your account where appropriate. We recommend checking this page periodically.
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, you can contact the Grosvenor Casinos support team at support@grosvenorcasinos.online.
Please include enough information for us to understand your request, while avoiding unnecessary sensitive information in your initial message. We may request additional details to confirm your identity and protect the confidentiality of your account. We will review privacy enquiries and respond within a reasonable timeframe, subject to the nature and complexity of the request.
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