Privacy Policy
Last updated: 16 April 2025
1. INTRODUCTION
LevelUp Casino is committed to protecting your privacy. This Privacy Policy outlines how we collect, use, disclose, and safeguard your personal information while ensuring compliance with relevant data protection laws.
2. INFORMATION WE COLLECT
LevelUp Casino collects personal data in various ways. For instance, you provide it yourself when registering an account, playing games, or reaching out to customer support. Additionally, data may be gathered automatically through cookies, tracking technologies, and website analytics. We may also receive information from third parties, such as financial institutions, regulatory authorities, and fraud prevention agencies.
The types of personal data we collect and process include:
- Account Registration Data: Full name, date of birth, identification documents, residential address, email, and contact details.
- Financial & Transactional Data: Bank account details, payment card information, deposits, withdrawals, and winnings.
- Gaming Data: Gameplay activity, betting history, and preferences.
- Technical Data: IP address, geolocation, and device information.
- Identity Verification Data: Official documents used for Know Your Customer (KYC) and Anti-Money Laundering (AML) compliance.
- Other Data: Information necessary for delivering gaming services.
3. PURPOSES OF DATA PROCESSING
We process personal data for several key purposes, ensuring a secure, fair, and seamless experience for all users.
- Account Management
We collect and use personal data to create, verify, and maintain your account. This allows for smooth access to our platform, personalized settings, and effective customer support when needed. - Financial Transactions
To facilitate secure deposits, withdrawals, and payouts, we process financial information while implementing strict security measures to protect your funds and personal details. - Gaming Services & Fair Play
We use personal data to enable fair and responsible gaming, ensuring compliance with industry regulations while promoting a safe and enjoyable gaming environment. - Legal & Regulatory Compliance
As part of our commitment to transparency and security, we adhere to anti-money laundering (AML) laws and gambling regulations, ensuring our platform operates within legal frameworks. - Marketing & Communications
With your consent, we may process your data to send promotional offers, personalized recommendations, and updates about new features or events that might interest you. - Fraud Prevention & Security
We implement fraud detection systems and security protocols to identify, investigate, and prevent fraudulent or unauthorized activities, helping protect both users and our platform. - User Experience & Service Improvements
By analyzing user interactions and feedback, we optimize website performance, enhance gameplay features, and continuously refine our services to provide a better gaming experience.
4. LEGAL BASIS FOR PROCESSING
We process personal data under the following legal grounds:
- Contractual Necessity: Required to provide our services.
- Legal Obligation: Required by applicable laws and regulatory frameworks.
- Legitimate Interests: To ensure security, improve services, and conduct business analysis.
- Consent: Obtained for optional services such as marketing.
We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate. In regards to processing personal data based on a legal obligation, we refer to the provisions of the Anti-Money Laundering Directive (EU) 2015/849 of the European Parliament and the Council.
| Data Collected | How do we collect your data? | Purpose for Collection | Legal Basis for Processing |
|---|---|---|---|
| Identification data – includes full name, email, username of choice, date of birth, gender | Requested upon registration | 1. Customer identification and creation of unique customer profile 2. Customer verification for Anti-Money Laundering (“ AML”) purposes 3. Identification of customer when contact is made | 1. Performance of contract 2. Legal obligation 3. Performance of contract |
| Contact details – includes email address, home address, mobile phone number, Skype or any other available means of communication | Requested upon registration and/or KYC procedure | 1. Customer identification and creation of unique customer profile 2. Contacting customers for support purposes 3. Dissemination of marketing material of the brand 4. Dissemination of marketing material of another Group brands 5. Verification of player identity | 1. Performance of contract 2. Performance of contract 3. Legitimate interest 4. Consent 5. Legal obligation |
| Data required for verification purposes – this includes your identification documents, proof of address, and possibly source of funds, source of wealth. | Must be uploaded on player profile upon request; may be requested either through pop up on website or via email. | 1. Verification of player identity 2. Required in order for us to comply with AML law | 1. Legal obligation 2. Legal obligation |
| Financial data – this would include the financial details relating to your deposit and withdrawal methods of your choice, therefore your bank details, payment card details, or all relevant details relating to the chosen payment methods. | Collected upon deposit or withdrawal of funds into the player account. Could also be collected where we have queries via email / chat / calls | 1. Required to provide you with the service (i.e. to deposit funds into player account) 2. Required for Know-Your-Customer (“KYC”) checks (source of funds) 3. Required for cybercrime checks 4. To ensure a closed-loop policy | 1. Performance of contract 2. Legal obligation 3. Legitimate interest 4. Legal obligation |
| Transaction data – includes details relating to payments made to and by you | Automatically generated when deposits and withdrawals are made | 1. Required to provide you with the service 2. Required to comply with AML law and gaming licence requirements 3. Required to track your activity for social responsibility measures | 1. Performance of contract 2. Legal obligation 3. Legal obligation |
| Gaming data – includes details relating to the games you play on our website (i.e., your gaming activity) | Automatically generated with gaming activity | 1. Required to provide you with the service 2. Required to comply with remote gaming law | 1. Performance of contract 2. Legal obligation |
| Data relating to your communications with us (via email, live chat, phone call) | Email correspondence and live chat when contact is made; phone calls may be recorded for record-keeping requirements | 1. Required to provide you with the service (for customer queries, communicating necessary issues) 2. May be used to manage risks, obtain professional advice, or to establish and defend our legal claims, whether in court or in an out-of-court procedure | 1. Performance of contract 2. Legitimate interest |
| Profile data – Data relating to your gaming habits and your preferences | Automatically generated with game play, or using cookies to log preferences | 1. May be used in aggregated and anonymized form to improve service 2. May be used for a more personalised user experience 3. Segmentation for AML and social responsibility measures 4. Targeted marketing | 1. Legitimate interest. Data in anonymized form is not personal data after that. 2. Consent 3. Legal obligation 4. Consent |
| Responsible Gaming Data | Self-assessment test | 1. Responsible gaming profiling 2. Identification and investigation of gaming activity for responsible gaming purposes | 1. Legal obligation 2. Legitimate interest |
| Technical data – this may include your internet protocol (IP) address, your login data, browser type and version, time zone setting and location, operating system and platform. Usage data – includes data relating to how you use our website | Cookie data | 1. Location data / IP used to ensure the customer is not from a restricted or high-risk country 2. Location data / IP address also used to ensure that they do not use proxies or VPNs, to ensure that they do not abuse bonuses or defraud by application fraud 3. All other data (including location and IP) is used to improve website functionality, troubleshoot technical issues, create more products for different platforms | 1. Legal obligation 2. Legitimate interest 3. Legitimate interest |
| My RTP data – May include your hit rate, total number of spins, overall RTP on your account, your own RTP compared to the games’ RTPs, biggest win on specific games and bet placed to achieve that win | Automatically generated with gameplay | 1. To ensure we are in line with all the relevant requirements regarding the RTP of our services. | 1. Legal obligation |
5. YOUR RIGHTS
- Access and Correction
You have the right to access the personal information stored in your account. If any of the information is inaccurate or outdated, you can request for your personal data to be corrected. We may require certain documents to verify it. - Right to Erasure
You have the right to request the deletion of your personal data. However, please note that this is subject to our data retention policy, and certain data may need to be retained for legal or operational reasons. - Withdrawal of Consent for Marketing Communications
If you previously gave consent to receive marketing communications, you can withdraw that consent at any time. We will cease sending promotional materials upon your request.
If you have any questions or need assistance regarding these matters, please don’t hesitate to reach out to our support team via email [email protected].
6. DATA RETENTION
Personal data is retained only as long as necessary for legal, regulatory, and operational purposes. Financial and transactional data is kept for a minimum of five years as required under AML regulations.
7. SECURITY MEASURES
We implement security measures, including encryption and restricted access, to protect your personal data. In the event of a data breach, affected individuals and regulatory bodies will be notified as required by law.
8. DISCLOSURE OF PERSONAL DATA
We may share your personal data with:
- Service Providers: Third parties assisting with IT services, marketing, legal advice, and other operational needs.
- Regulatory Authorities: Government agencies and law enforcement where required by law.
- Corporate Transactions: In cases of mergers, acquisitions, or restructuring.
If your data is transferred internationally, we ensure appropriate safeguards are in place, such as contractual agreements or compliance with applicable privacy standards.
9. COOKIES AND TRACKING TECHNOLOGIES
We use cookies and similar technologies to enhance user experience and analyze website performance. You can manage cookie preferences through your browser settings.
10. PROTECTION OF MINORS
Our services are restricted to individuals aged 18 years or older. If we become aware that a minor has provided personal data, we will take steps to delete the information promptly.
11. UPDATES TO THIS PRIVACY POLICY
This Privacy Policy may be updated periodically to reflect legal, regulatory, or business changes. Users will be notified of significant modifications.
