TrueWin Privacy Policy: What We Collect, Why We Keep It and What You Can Ask of Us
A privacy policy is a promise about restraint – what we will do with your information and what we will not. This page makes that promise in our own words, restating the Privacy Notice and Cookie Policy that govern TrueWin Casino without the legal density and without adding anything we have not published. Where we are silent, we say so. The Notice applies to visitors and account holders alike, on our website and in our mobile application, and it is read together with our terms; “personal data” means any information from which your identity can practicably be worked out. One reminder precedes everything else on this site: online betting and casino play are not permitted in every jurisdiction, so please confirm independently that such activity is lawful where you are before registering, depositing or playing.
What We Collect, and From Whom
We group data by where it comes from. Some of it you give us directly: name, date of birth, nationality and residential address; passport or ID details with number and expiry date; a photograph or facial scan; email, telephone number, bank account and debit card numbers. Some of it our systems record as you use the site: payments made by and to you, games played and their outcomes, what you tell our customer care team, and technical data – geolocation, IP address, device ID, browser type and version, time zone, usage and referring websites. And some of it reaches us from third parties: transaction information, gameplay data from the vendors that supply our games, geolocation from authorised providers, and identity verification and screening results from KYC and compliance providers. Because every customer must be over 21, we neither seek nor want the data of minors. Give us what the form asks for… and nothing more.
Why We Use It
Every use of your data rests on one of four grounds, and we pair each purpose with its ground.
| What we do | Why we may | Ground |
| Register you and run your account | To create the profile, deliver games and services, and contact you about winnings | Contract with you |
| Check eligibility | To verify location, personal details and documents against our rules | Legal and regulatory duty |
| Verify identity | Document copies to confirm who you are or to process a claim to winnings | Anti-money-laundering and counter-terrorist-financing law |
| Communicate | To notify changes to the terms or this Notice and answer queries, complaints and disputes | Contract and legal duty |
| Market and analyse | Content about games and competitions, service optimisation, behaviour profiling | Legitimate interests; direct marketing only with your consent |
| Comply and protect | Disclosures to regulators, fraud detection, prevention of unlawful activity, identifying players who may be at risk | Legal duty and legitimate interests |
Withhold requested data, or withdraw consent a service depends on, and we cannot provide that service; marketing consent alone can be switched off at any time without other effect.
How Long We Keep It
Two tests, applied together: how long the data is needed for its purpose, and any minimum period that law or regulation requires. When both have run out, we undertake not to hold your data in an identifiable form. We have not published fixed retention periods, and we would rather say so than invent a figure; anti-money-laundering duties can oblige us to keep certain records regardless of a deletion request, which is why the right to erasure below carries exceptions. Ask us in writing what we still hold, and we will say which ground applies.
How We Protect It, and Where It May Travel
We commit to all reasonable and practicable technical and organisational measures, and the part you can see is your account: a username fixed at registration, a password of 8-20 characters mixing upper and lower case letters, numbers and at least one symbol, and monitoring and recording of account use. We never ask for bank details by email, text message or telephone, so any such request is not from us. We are a global business using service providers abroad, so your data may be transferred to other countries; where it is, we protect and transfer it in line with applicable legal and regulatory requirements. We have not published the destination countries. A password used nowhere else is the one safeguard only you can provide.
Who We Share It With
We name recipients by category, and we bind third parties acting for us to similar and equally stringent undertakings of privacy and confidentiality. Your data may go to:
- regulatory authorities and other entities with standing, where the law requires disclosure;
- trusted providers delivering something you have asked for – a payment provider handling your deposit, for example;
- suppliers working on our behalf: professional advisers, IT consultants who test and develop our systems, research and mailing houses;
- our group and affiliated companies, for internal operations and, only with your consent, for marketing;
- anyone to whom the law, an official investigation, enforcement of our terms, fraud or security protection, an emergency, or the safety and rights of others requires disclosure.
Selling personal data appears nowhere in our Notice. Questions about a particular recipient go to the privacy address at the end of this page.
Our Cookies
Cookies are small text files we or third parties place on your device to keep a session alive, remember preferences and measure usage. We sort them into four groups.
| Group | What it does | Examples we name | Can you disable it |
| Strictly necessary | Navigation, login session, security and fraud prevention | session id, cookie_consent | No |
| Performance | Anonymised statistics on page visits and error logs, including Google Analytics | Not listed | Yes |
| Functionality | Language, region and user settings | Not listed | Yes |
| Targeting | Advertising across websites, set by third parties such as Meta, Google Ads and YouTube | _fbp, _gcl, _au, IDE | Yes |
Everything beyond the strictly necessary group is managed in your browser; our policy links to the settings of Chrome, Firefox, Safari and Edge. Blocking has a cost we state plainly: embedded videos may stop playing, and you may not stay logged in.
Decisions Our Systems Make
Some decisions about you are taken by our systems, not by people, and we say so: whether an account can be opened, whether you remain eligible on the strength of the information supplied, how your activity looks from a responsible-gaming standpoint, fraud detection, and profiling. We treat these as necessary for regulatory compliance and keep appropriate safeguards in place for the data involved. We have not published whether a human review can be requested. Questions about any such decision go to the privacy address below; quote your username and the date of the decision.
Your Rights and How to Use Them
Wherever we collect, use or store your data, you may have the right to be informed, of access, to rectification, to erasure with exceptions, to restrict processing including direct marketing – which we honour through a blocked list, although we may lawfully refuse in some cases – to data portability, to complain to a data protection regulator where one applies, and to withdraw consent at any time. All of them are free of charge. Using one takes three steps:
- Write to [email protected] and name the right you are exercising;
- Include enough account detail for us to confirm it is you – your username at minimum, never your password;
- Expect a reply that, where an exception covers part of your request, says which part and why.
An access request once a year, even with no grievance, shows you exactly what we hold.
Children and Responsible Play
Protecting children’s safety and privacy matters greatly to us. Every customer must be over 21, we check identification documents before an account opens, we treat underage play as illegal, and an account found to enable it faces corrective action up to and including a report of the illegal use. Your data also serves responsible play on TrueWin: we may use it to identify players who appear at risk and to contact them – by email or text reminder where notifications are enabled – and your account offers deposit limits by day, week or month and self-exclusion periods of your choosing, with a “Talk to us” link to our team. Gaming is entertainment with financial risk, never income. Set the limit before the first deposit.
Changes, and How to Reach Us
A revised Notice takes effect the moment we upload it. We make reasonable efforts to flag material changes by phone, email or social media, and continued use after a change counts as acceptance, so read the current version on each visit. Privacy questions, rights requests and queries about automated decisions go to [email protected]. Everything else – complaints, a suspected compromise, everyday questions – runs through [email protected], live chat, the Help Center and our social media accounts, with complaints accepted around the clock. And the reminder we opened with closes the page: confirm that online betting or casino play is permitted in your own jurisdiction before registering, depositing or placing a wager.