Privacy Policy

We collect personal data when you register, when you use your account, and when you contact our team. Some of it you give us directly; the rest is generated as you use the site.

Data you give us

• Account details: your name, date of birth, residential address, e-mail address, mobile number, username and the password you set.
• Identity and verification documents: proof of identity, proof of address and proof that a payment method belongs to you, together with the notes we make when we check them.
• Transactions: deposits, withdrawals, the payment methods registered to your account, bonus activity and the play history recorded in your account.
• Safer gambling settings: the deposit limits, loss limits, session reminders, time-outs and self-exclusion requests you choose.
• Contact records: e-mails and live chat conversations, including any attachments you send us.

Data we collect automatically

• Device and connection data: IP address, device type, operating system, browser, language settings and device identifiers.
• Usage data: the pages and games you open, the time and length of your sessions, and the actions you take in your account.
• Cookie data, as described in our Cookie Policy.

We ask only for what we need. Optional fields can be left blank, but verification cannot be completed without the documents we request.

We use your personal data for the following purposes, and we do not use it for unrelated ones without telling you first.

• To run your account. Register you, keep your balance and history accurate, process deposits and withdrawals, and give you access to the games and features available to you.
• To verify your age and identity. We hold a gaming licence and must confirm that every account holder is 18 or over and is who they say they are.
• To prevent fraud and money laundering. We monitor accounts, payments and patterns of play for signs of fraud, account takeover, bonus abuse and activity our rules or the law prohibit.
• To meet our legal duties. Keeping records, making reports we are required to make, and answering lawful requests.
• To support safer gambling. Applying the limits and breaks you set, acting on signs of harm, and pointing you towards support.
• To send offers you opted into. Marketing by e-mail, SMS or push message, only where you have agreed and only until you tell us to stop.
• To keep the site working and secure. Diagnosing faults, protecting accounts from unauthorised access and understanding which features are used.

Data protection law requires us to have a lawful reason for every use of your personal data. In plain words, these are the reasons we rely on.

Where we rely on legitimate interests, we weigh what we want to do against your rights and proceed only where that balance holds. Where we rely on consent, withdrawing it stops that use going forward and does not make earlier use unlawful. If you opt out of marketing we will still send service messages about your account, such as withdrawal confirmations and changes to our terms.

Some checks run automatically, for example the screening applied to payments and new registrations. Where an automatic outcome affects your account, you can ask us to look at it again and a member of our team will do so.

We do not sell your personal data. We share it only where a purpose above requires it, and only with recipients who are bound to keep it confidential and to use it on our instructions.

• Payment providers and banks, to take deposits, pay withdrawals and resolve failed payments and chargebacks.
• Identity-verification and fraud-prevention partners, who check the details and documents you give us against their own records and report inconsistencies to us.
• Technology suppliers, including hosting, customer-support, e-mail and analytics providers acting for us.
• Game suppliers, where this is needed to credit your play and settle the results of a game round.
• Regulators, tax authorities, the police and other public bodies, where the law requires us to report or respond.
• Self-exclusion schemes, where you ask to be excluded, so that your request takes effect across the sites covered.
• Professional advisers and auditors, under duties of confidentiality, and a buyer or successor if our business changes hands.

Some suppliers operate outside the UK. Where your data leaves the UK, we rely on the safeguards UK data protection law allows, such as approved transfer terms or a finding that the destination offers adequate protection, and we limit the transfer to what the service needs.

We keep your personal data while your account is open and, after it closes, for the period the law and our licence conditions require us to hold records. The exact period depends on the type of record, so we do not quote a single figure here.

• Account, transaction and verification records are kept while the account is open and for the retention period required of licensed operators afterwards.
• Self-exclusion and limit records are kept for at least the length of the exclusion, so that it cannot be lifted early.
• Support messages are kept long enough to settle the matter and to handle any complaint that follows.
• Marketing preferences are kept while you are subscribed, and a record of an opt-out is kept so that we do not contact you again.
• Device and usage data is kept for shorter periods, then deleted or aggregated so that it no longer identifies you.

When a retention period ends we delete the data or make it anonymous. If you ask us to close your account, we may still need to keep a limited record for legal, fraud-prevention and self-exclusion purposes.

Under UK data protection law you have the following rights over your personal data.

• Access: a copy of the personal data we hold about you.
• Correction: inaccurate or incomplete details put right; changes to a name or date of birth need supporting documents.
• Erasure: deletion where we no longer have a lawful reason to hold the data, which cannot override records we are required to keep.
• Restriction: a pause on processing while a question about accuracy or our grounds is settled.
• Objection: an objection to processing based on our legitimate interests, and to marketing at any time.
• Portability: the data you gave us, in a commonly used machine-readable format, where consent or contract is the basis.
• Withdrawing consent: stopping marketing and other consent-based uses, at any time.

How to make a request

Write to support@casino-ivy.co.uk from the e-mail address registered to your account, or start on live chat and we will pass the request to the team that handles it. Tell us which right you want to use and what the request covers. We may ask you to confirm your identity first, so that data is not sent to the wrong person, and we respond within the time data protection law allows. If we need longer, we will tell you and explain why.

Complaints about your data

If you are unhappy with how we have handled your data or a request, write to us first and we will look into it. If you are still not satisfied, you can complain to the Information Commissioner's Office, the UK's data protection authority. Raising it with us does not affect your right to go to them.

Cookies

We and our suppliers use cookies and similar technologies to keep you signed in, remember your settings, measure how the site is used and, where you agree, show you marketing. You can manage your choices in the cookie settings on the site and in your browser; blocking some cookies may stop parts of your account from working. Our Cookie Policy sets out the categories we use and how long each one lasts.