Privacy Policy

We collect only the personal data we need to open and run your account, keep play fair and safe, and meet the duties that apply to us as the holder of a gaming licence. Most of it comes from you when you register, deposit, play or contact our team. Some is created automatically as you use the site, and some reaches us from the payment and verification partners we work with.

Account and contact details

• Your name, date of birth, home address, e-mail address and mobile number.
• The username, password and security details you set when you open your account.
• Your marketing preferences, language and currency settings.
• Any deposit limit, loss limit, session limit, time-out or self-exclusion you have applied.

Identity and verification documents

Before you withdraw, and at points while your account is open, we ask for documents so we can confirm that you are over 18 and that the account belongs to you. These may include photographic identification, proof of address, proof of the payment method used and, where our anti-money-laundering duties require it, information about the source of your funds. We also keep a record of the check itself, its outcome and the date.

Transactions and play

• Deposits, withdrawals, pending payments and the payment methods used, as shown in the cashier.
• Bonuses credited to your account and any wagering progress against them.
• Bets placed, games opened, stakes, results, balances and session lengths.
• Messages you send us by e-mail or live chat, our replies, and notes our team adds when handling a query, a payment or a complaint.

Device and usage data

When you visit the site we receive your IP address, the approximate location taken from it, your device type, operating system, browser and language settings, and the pages and games you open. We also log sign-ins, failed sign-in attempts and changes to your settings, which helps us notice an account being used by someone other than its owner.

We use your data for a defined set of purposes, and we do not sell it to anyone.

1. Running your account - registering you, letting you sign in, processing deposits and withdrawals, crediting winnings and answering your queries.
2. Verifying age and identity - confirming that you are 18 or over and that the details you gave us are correct.
3. Preventing fraud and money laundering - checking payments and patterns of play for signs of fraud, duplicate accounts, bonus abuse or criminal activity.
4. Safer gambling - applying the limits shown in your account, honouring time-outs and self-exclusions, and contacting you where our checks suggest your play may be causing harm.
5. Meeting our legal duties - keeping the records we are required to keep and responding to lawful requests from the authorities that oversee our licence.
6. Keeping the site working - fixing faults, protecting against attacks and understanding which pages and games are used.
7. Sending offers - promotional e-mails, text messages or on-site messages, but only where you have opted in and only until you opt out.

Data protection law requires us to have a reason, called a legal basis, for each use of your data. In plain words, ours are:

Where we rely on consent, you can withdraw it in your account settings or by using the unsubscribe option in any marketing message; that does not affect anything we did beforehand. Where we rely on a legal duty or a licence condition, we cannot stop processing your data while that duty applies, even if you close your account.

We share only what each recipient needs, under contracts that require them to keep your data secure and use it solely for the agreed purpose. We do not name individual providers here. The categories are:

• Payment providers and banks, so deposits and withdrawals can be processed and payment disputes settled.
• Identity, age and address verification partners, which check the details and documents you give us.
• Fraud and anti-money-laundering partners, which help us spot stolen payment methods and suspicious activity.
• Game and platform suppliers, which run the games and need account identifiers to settle bets and wins.
• Technology and communications suppliers, including hosting, support and messaging providers acting on our instructions.
• Regulators, the police and other public authorities, where the law or our licence requires us to disclose information.
• Multi-operator self-exclusion schemes, such as GamStop, which we must check before allowing play.
• Professional advisers and auditors, where they need access to our records to advise us.

Some suppliers hold data outside the United Kingdom. We allow this only where the transfer is covered by the safeguards UK law recognises, so your data keeps an equivalent level of protection.

We keep your data while your account with us is open, and afterwards for the period the law and our licence conditions require. In outline:

• Account and verification records - held while the account is open, then for the retention period set by our anti-money-laundering duties, after which they are deleted or anonymised.
• Transaction and play records - held for the period during which we must be able to show a full history of payments and play.
• Safer gambling records, including self-exclusions - held for at least the minimum period that applies to the measure you chose, so it cannot be lifted early in error.
• Support messages and complaint files - held long enough to deal with any follow-up, dispute or referral to a dispute resolution body.
• Marketing preferences and opt-outs - held for as long as we need to show that we respected your choice.

We do not state exact numbers of years, because the periods change when the law changes. Write to us and we will tell you the period that applies to a particular record. Closing your account does not erase everything at once: we keep what we are obliged to keep and stop using the rest.

Under UK GDPR you have the rights below. Using them is free, and we respond within the time the law allows, normally one month.

1. Access - ask for a copy of the personal data we hold about you and how we use it.
2. Correction - have details that are wrong or incomplete put right.
3. Erasure - ask us to delete data we no longer have a reason to keep; we cannot delete records we must retain.
4. Restriction and objection - ask us to pause a use of your data, or object to processing based on our legitimate interests.
5. Withdrawing consent - turn off marketing or non-essential cookies at any time.
6. Portability - receive the data you gave us in a common electronic format.

To use any of these rights, write to support@casino-royalelounge.co.uk from the e-mail address registered on your account, or start a live chat on the site and ask for our data protection team. We may ask a security question or for a document first, so that we do not disclose your data to the wrong person.

If you are unhappy with how we have handled your data, tell us and we will look into it. You can also complain to the Information Commissioner's Office, the UK data protection regulator, and that right stays open to you whatever we decide.

Cookies

We use cookies and similar technologies to keep you signed in, remember your settings and keep the site secure, and, with your consent, to measure how the site is used and tailor the offers you see. You can accept, refuse or change non-essential cookies in the cookie banner or in your browser settings; essential cookies cannot be switched off because the site will not work without them. Our Cookie Policy sets out the categories we use and how to manage them.