Grosvenor Casino Newcastle Privacy & Data Protection

Grosvenor Casino Newcastle Privacy and Data Protection

At Grosvenor Casino Newcastle, we treat privacy and the secure handling of personal information as an important part of our relationship with customers. Our land-based casino privacy arrangements cover registration, activity within the venue, CCTV, payments, identity checks and customer communications, while our digital privacy arrangements also cover online casino, poker and sportsbook accounts, wagers, devices and technical information. We process personal data for defined operational, regulatory, security, safer gambling, personalisation and marketing purposes, with customers retaining applicable rights over their information. We do not sell or rent customer details, and information shared with service providers or other organisations is handled under the safeguards and purposes described in our privacy arrangements.

Personal Data Collected by Grosvenor Casino Newcastle

The information we collect depends on how a customer interacts with Grosvenor Casino Newcastle and our connected digital services. A visit to our physical casino can involve registration information, gaming activity and CCTV images, while use of our online casino, poker or sportsbook can additionally generate account, payment, wagering, device and location information. We may also receive information from verification providers and publicly available sources where this is required for identity, source-of-funds, fraud-prevention, affordability or safer gambling purposes.

Personal and Registration Information

• • Identity details — information such as name, age, date of birth, gender and image used to identify the customer and maintain the appropriate customer profile.
• • Contact information — postal address, telephone number and email address used for account administration, service communications and permitted marketing.
• • Account information — online details can include a username, password, account status, preferences and information associated with the use of our digital services.

Verification and Regulatory Information

• • Age and identity verification — identity documents and information obtained or checked through approved external verification services.
• • Source-of-funds information — financial or supporting documentation that may be requested when required to meet regulatory and anti-money laundering obligations.
• • External verification data — information obtained from credit reference and identity-verification providers, databases and appropriate publicly available sources.
• • Affordability information — certain information may be used to understand a customer's financial circumstances where checks are required.

Gaming, Poker and Sports Betting Data

• • Gaming activity — information generated through interaction with our casino services, including eligible gaming activity and customer behaviour within the service.
• • Online wagering information — bets, wagers and interactions with online casino, poker and sportsbook products can form part of the account record.
• • Customer profile information — activity may be combined with registration and account information to maintain an accurate customer profile and provide our services.

Payment and Financial Information

• • Payment details — depending on the service, information can include bank account details, PayPal details and limited payment-card information.
• • Transaction information — deposits, withdrawals and other relevant payment activity may be recorded for account administration, security and regulatory purposes.

Device and Technical Information

• • Network information — online services can collect IP and MAC addresses.
• • Device information — hardware model, operating system and version, browser type, time zone and browser plug-in details can be processed.
• • Website interaction — information can include pages viewed, referral information, page response times, download errors, clicks, scrolling, wagers and how a customer leaves or navigates through pages.
• • Location information — technology can be used to establish location for identity, permitted-territory and service purposes.

Venue and CCTV Information

• • CCTV images — cameras operate throughout our land-based casino premises and may capture customers while they are in the venue.
• • In-venue activity — information can be collected through registration and activity within the casino.

Communications and Marketing Information

• • Customer-service communications — information supplied in person, by email, telephone, chat or other support channels can be retained, and support calls may be recorded.
• • Social-media interactions — information generated when customers communicate with us through supported social channels can be processed.
• • Marketing preferences — we record applicable consent and communication preferences so that marketing choices can be respected.
• • Research information — responses to customer-satisfaction surveys, market research and similar voluntary activities can be collected.

Sensitive and Safer Gambling Information

• • Safer gambling information — customers may provide information about gambling-related concerns or their physical or mental health where support is required.
• • Self-exclusion information — information can be received and processed through relevant self-exclusion and customer-protection arrangements.
• • Other sensitive information — identity-verification procedures can indirectly reveal information such as nationality or ethnicity; such data is used where required for appropriate legal or regulatory purposes.

How Grosvenor Casino Newcastle Uses Personal Data, Identity Checks and Cookies

At Grosvenor Casino Newcastle, we use personal information to create and maintain customer records, provide casino and digital services, process payments and respond to enquiries. Information can be processed to verify a customer's age and identity and, where required, to understand source of funds or complete other regulatory checks. These procedures support fraud prevention, risk management, anti-money laundering obligations and the integrity of our land-based casino, online gaming, poker and sportsbook services. We may compare supplied information with databases, verification providers or appropriate publicly available information when checks are necessary. Certain searches performed through verification or credit-reference services can leave a soft-search record without affecting a customer's credit score. We also process information to support safer gambling, including customer-protection measures, affordability considerations and self-exclusion arrangements. Account and gaming information can be used to personalise our digital services and understand how customers interact with them. Marketing information is processed according to the applicable legal basis and customer communication preferences, while service and account messages can still be sent when they are necessary to operate an account. Cookies and similar technical technologies can form part of the way our online services measure usage, personalise the experience and support relevant advertising. Technical information can include IP and MAC addresses, device and operating-system details, browser information, referral sources, pages viewed, response times, clicks, scrolling and wagering interactions. Location technology may also be used to verify identity, confirm that digital services are being accessed from an allowed location and support appropriate content or promotions. Analytics and other technology providers can process relevant information on our behalf so that we can understand service performance and improve the way our digital products operate.

Who Grosvenor Casino Newcastle May Share Personal Data With

We keep customer information confidential but may disclose relevant personal data when this is reasonably necessary to provide our services, meet regulatory requirements, protect customers or our business, prevent fraud and maintain safer gambling controls. The amount of information shared depends on the purpose, and service providers are expected to apply appropriate safeguards. Some information can also be shared where disclosure is required by law or necessary to investigate suspected unlawful or dishonest activity.

Recipients of Personal Information

• • Companies within the Rank Group — information can be shared within our group for administration, customer support, safer gambling and other appropriate operational purposes.
• • Identity and verification providers — organisations including identity, credit-reference, fraud-prevention and source-of-funds specialists can process information when verification or regulatory checks are required.
• • Payment processors and financial institutions — banks, payment providers and payment-processing companies can receive the information necessary to process deposits, withdrawals and other financial transactions.
• • Gaming providers — selected information can be supplied to third-party game providers where this is required to provide an online game or related functionality.
• • IT and technology providers — suppliers supporting our systems, infrastructure, analytics and digital services can process information required to perform their contracted services.
• • Marketing and advertising providers — selected partners can assist with communications, advertising, customer insights and relevant marketing activities in accordance with applicable consent and privacy requirements.
• • Safer gambling organisations — relevant information may be exchanged with recognised self-exclusion and customer-protection schemes where required to apply exclusions or protect customers from gambling-related harm.
• • Regulators and statutory authorities — information can be disclosed where required for regulatory compliance or another lawful purpose.
• • Police and law-enforcement bodies — data can be supplied where there is a legally valid basis for the request or where disclosure is otherwise required by law.
• • Courts and legal advisers — information may be processed where necessary to establish, protect or defend legal rights and interests.
• • Sporting bodies — sportsbook-related information may be disclosed where appropriate in connection with sporting-integrity matters.
• • Other casinos and appropriate third parties — information can be exchanged in connection with suspected cheating, collusion, fraud, criminal activity or other improper conduct.
• • Potential business purchasers and advisers — if ownership of all or part of a relevant business or its assets changes, appropriate customer information may form part of that transaction subject to applicable safeguards.

Grosvenor Casino Newcastle Data Security, Retention and Customer Rights

At Grosvenor Casino Newcastle, we use reasonable technical and organisational precautions intended to protect personal information against loss, misuse and unauthorised alteration. Where external suppliers process information for us, appropriate contractual and other safeguards can be used, and additional legal protections are applied where information is transferred internationally and the destination requires them. No security system can eliminate every possible risk, so our privacy arrangements combine technical protections with verification, access controls, customer responsibilities and operational procedures. Personal information is not retained indefinitely without a purpose. We normally stop using customer information for marketing no later than two years after the customer's last transaction with us. Personal information is typically retained for seven years after our relationship with a customer ends in order to meet regulatory, anti-money laundering, accounting, reporting and other applicable obligations. Information relating to problem gambling, self-protection measures, suspension or termination may be retained for longer where we reasonably consider this necessary. Different records can therefore have different retention periods depending on their purpose and the legal or regulatory requirements that apply. Customers have a number of rights over their personal information. These can include requesting a copy of the information we process, correcting inaccurate information and, where the relevant legal conditions are satisfied, asking us to restrict or stop processing or delete information. Customers can also object to certain processing and can request applicable electronically processed information in a machine-readable format for portability. Some requests cannot be fulfilled in full where information must continue to be retained for legal, regulatory, fraud-prevention or other legitimate reasons. We aim to respond to applicable data-rights requests without undue delay and generally within one month, although particularly complex requests can take longer. Customers who are dissatisfied with the handling of their personal information also retain the right to raise the matter with the appropriate data-protection supervisory authority.

Grosvenor Casino Newcastle Privacy and Customer Responsibility

Protecting privacy is a shared process. We are responsible for applying appropriate controls to personal information processed through Grosvenor Casino Newcastle and our associated digital services, while customers also have an important role in keeping account credentials secure, supplying accurate information and notifying us when relevant details change. Customers should not share online passwords or allow another person to use their account, and they should contact us promptly if they believe their account details have been compromised. Marketing preferences and applicable privacy choices can also be reviewed or changed through the available account and customer-service channels.

Privacy area	Our respon­sibility	Customer respon­sibility
Regis­tration and identity	Process infor­mation for account admin­istration, identity checks and regu­latory com­pliance	Provide complete and accurate infor­mation and update important details when they change
Online account secu­rity	Maintain appro­priate tech­nical and organ­isational secu­rity controls	Keep username and password private, log out of shared devices and report suspected unau­thorised access
Payment infor­mation	Use payment pro­viders and process relevant finan­cial data for trans­actions and secu­rity	Use payment methods held in the correct name and report lost, stolen or replaced payment details when relevant
CCTV and venue privacy	Operate CCTV and process venue infor­mation for appro­priate secu­rity and oper­ational purposes	Respect the privacy of other cus­tomers when using phones, cameras or social media in the casino
Cookies and tech­nical data	Process relevant website, device and ana­lytics data for service, person­alisation and mea­surement purposes	Review avail­able privacy and consent settings and keep devices appro­priately secured
Marketing pre­ferences	Record and apply relevant mar­keting choices in accor­dance with appli­cable require­ments	Update com­munication pre­ferences when personal choices change
Safer gambling data	Use relevant infor­mation to provide support, customer pro­tection and required safer gambling controls	Provide accurate infor­mation where requested and comply with any active self-exclu­sion or account restric­tions
Data-rights requests	Review valid requests and respond in accor­dance with appli­cable data-pro­tection require­ments	Provide enough infor­mation for identity veri­fication and clearly describe the request