Privacy Policy

What personal data we collect

We collect the personal data we need to open and run your account, to meet the duties that come with holding a gaming licence, and to keep play fair and safe. Most of it comes from you directly, when you register, use the cashier or contact our team. Some of it is created as you use the site, and some reaches us from the partners who help us confirm identity and process payments.

Account and contact details

• Your name, date of birth, residential address, email address and the mobile number held on your account.
• Your username, password and the security details used to recover access.
• The currency, contact preferences and marketing choices you set.
• The deposit limits, time-outs and other safer gambling settings shown in your account.

Identity and verification documents

Before you withdraw, and at other points where the law or our licence conditions require it, we ask for documents so we can confirm who you are. These usually include photographic identification, proof of your address, proof that a payment method belongs to you and, in some cases, information about the source of your funds. We also keep a record of the checks we carried out and their outcome.

Transactions and play

• Deposits, withdrawals, pending payments and your balance history.
• Bonuses credited, wagering progress and any adjustments made to your account.
• Games played, stakes placed, results and session times.
• Messages you send us through live chat or email, and our replies.

Device and usage data

When you visit the site we record technical information such as your IP address, approximate location derived from it, device type, operating system, browser, cookie identifiers, login times and the pages and games you open. This helps us keep the service secure, detect duplicate accounts and fix faults.

Why we use your personal data

We only use your personal data where we have a clear reason to do so. In practice, that reason falls into one of the purposes below.

1. Running your account - registering you, keeping your balance accurate, processing deposits and withdrawals, applying bonuses and operating the limits shown in your account.
2. Verifying age and identity - confirming that you are 18 or over and that you are the person you say you are, before you play and before we pay a withdrawal.
3. Preventing fraud and money laundering - checking payments and patterns of play for signs of fraud, chargeback abuse, collusion, duplicate accounts or financial crime.
4. Meeting our legal and licensing duties - keeping the records we are required to keep, carrying out safer gambling checks and answering lawful requests from regulators and public authorities.
5. Supporting you - answering questions sent through live chat or email, looking into complaints and keeping a record of what was agreed.
6. Safer gambling - spotting signs of harm, acting on deposit limits, time-outs and self-exclusion, and applying an exclusion you have registered through GamStop.
7. Sending offers you opted into - promotional email and on-site messages, where you have asked for them, until you tell us to stop.
8. Improving and securing the site - understanding which pages and games are used, testing changes and protecting the service against misuse.

The legal bases we rely on under UK GDPR

UK data protection law asks us to name a lawful basis for each use of your data. In plain words, these are the bases we rely on.

Where we rely on a legitimate interest, we weigh that interest against your rights and freedoms first, and we keep a record of how we reached our decision. Identity documents and financial-crime records are treated as higher-risk material and are held under stricter controls, with access limited to staff who need them. Withdrawing consent for marketing does not affect anything we did lawfully before you withdrew it, and it does not stop your account running as normal.

Who we share your personal data with

We do not sell your personal data and we do not share it for other companies to market their own products. We share it only where it is needed for the purposes set out above, and only with organisations that are bound to keep it confidential and to use it on our instructions.

• Payment providers and banks, to take deposits, send withdrawals and look into disputed or returned transactions.
• Identity-verification and fraud-prevention partners, who check the details you give us against their records and flag risk to us.
• Game and platform suppliers, whose software runs the games and holds the record of your play.
• Technology and service providers, such as hosting, email delivery, live chat and analytics, acting only on our instructions.
• Regulators, law-enforcement bodies, courts and tax authorities, where the law requires or permits disclosure.
• Self-exclusion schemes, including GamStop, so that an exclusion you register is applied to your account here.
• Professional advisers and auditors, who are bound by their own duties of confidentiality.

Some of these organisations operate outside the United Kingdom. Where personal data is transferred abroad, we use the safeguards recognised by UK data protection law, so that your data keeps a level of protection equivalent to the one it has here.

How long we keep your personal data

We keep your personal data for as long as your account is open, and afterwards for the period that the law and our licence conditions require. Account, transaction and anti-money-laundering records must be retained for a set period after your last activity with us, so closing your account does not mean that everything is deleted straight away.

Once a retention period ends, we delete the data or anonymise it so that it can no longer be linked to you. Records of self-exclusion are kept for the length of the exclusion and for a period afterwards, because we must not allow an excluded player to open a new account by mistake. Marketing preferences are kept so that we can honour an opt-out permanently.

Keeping your data secure

We protect your data with encryption in transit, access controls that limit who can see identity documents, staff training and regular testing of our systems. You can help by keeping your password to yourself, using a password you do not use elsewhere and telling us at once if you think someone else has reached your account.

Your rights, cookies and how to reach us

Under UK data protection law you hold a number of rights over the data we keep about you.

• Access - ask for a copy of the personal data we hold about you.
• Correction - ask us to put right anything inaccurate or incomplete.
• Erasure - ask us to delete your data, where no legal duty requires us to keep it.
• Restriction - ask us to pause our use of your data while a question about it is settled.
• Objection - object to use based on a legitimate interest, and to any profiling carried out for marketing.
• Portability - ask for the data you gave us in a commonly used electronic format.
• Withdrawing consent - stop marketing at any time without giving a reason.
• Complaint - raise the matter with the Information Commissioner's Office.

To use any of these rights, write to support@casinoroyalvalley.co.uk from the email address registered to your account, or start a conversation on live chat. We may ask you to confirm your identity first, so that we do not hand your data to someone else. We answer within one month and tell you if a request is complex enough to need longer. There is no charge.

If you are unhappy with how we have handled your personal data, you may complain to the Information Commissioner's Office at any time. We would welcome the chance to put matters right first, so please contact us, but you do not have to come to us before complaining.

Cookies

We and our service providers use cookies and similar technologies to keep you signed in, remember your settings, measure how the site is used, protect against fraud and support the marketing you opted into. You can set your preferences when you first arrive and change them at any time, and only the cookies needed to run the site are set without your agreement; our Cookie Policy describes each category in detail and explains how to control cookies in your browser.