Privacy Policy

We collect only the data we need to run your account, keep play safe and fair, and meet the duties that apply to a gambling operator. It falls into four groups.

Account and contact details

• Your name, date of birth, residential address, e-mail address and mobile number.
• The username, password and security details you set when you register.
• Your marketing preferences and the safer gambling settings you apply, such as deposit limits and time-outs.
• Correspondence with us, including live chat transcripts and e-mails to our support team.

Identity and verification documents

Before you withdraw, and at other points while your account is open, we ask you to confirm who you are. We therefore collect copies of identity documents such as a passport or driving licence, proof of address such as a utility bill or bank statement, and, where our checks require it, evidence of the source of your funds. We also keep a record of each check we carry out and its outcome.

Transactions and play

• Deposits and withdrawals, the method used and the masked card or wallet details passed to us by our payment providers.
• Bonus history, including wagering progress and any bonus funds forfeited.
• Your gameplay: the games you open, stakes, wins, losses, session length and balance over time.

Device and usage data

When you use the site we record your IP address, the approximate location taken from it, your device type, operating system, browser and the pages you look at. Some of this comes from cookies. We use it to keep the site secure, to spot several accounts opened from one device and to confirm the site works on your hardware.

1. To run your account. Registering you, taking deposits, paying withdrawals, applying bonuses and answering your questions.
2. To check your age and identity. Nobody under 18 may hold an account, and every account must belong to a real, identified person.
3. To prevent fraud and money laundering. Monitoring payments and patterns of play for signs of fraud, collusion, bonus abuse or unlawful funds.
4. To meet our legal duties. Keeping the records required of us, making reports where we must and answering lawful requests.
5. To support safer gambling. Applying the limits and exclusions you set, and acting on patterns of play that may point to harm.
6. To send offers you opted into. Promotional e-mails, texts and on-site messages, which you can switch off whenever you like.
7. To improve the site. Seeing which games and pages are used, fixing faults and keeping the service stable.

UK data protection law requires a lawful reason for each use of your data. In plain words, these are the reasons we rely on.

Withdrawing consent does not make our earlier use of the data unlawful. Where we rely on legitimate interests, you can ask us to explain how we balanced them against your privacy.

We do not sell your personal data. We share it only where one of the purposes above requires it, and only with organisations bound by contract or by law to protect it:

• Payment and banking providers, to take deposits, send withdrawals and settle disputed transactions.
• Identity, age and address verification partners, who check the details you give us against their own records.
• Fraud-prevention and anti-money-laundering services, including databases shared across the gambling industry to flag risk.
• Technology suppliers, such as our hosting, game, live chat and e-mail providers, who handle data on our instructions only.
• Regulators, law enforcement, courts and tax authorities, where the law or our gaming licence requires disclosure or a report.
• Multi-operator self-exclusion schemes, such as GamStop, so that an exclusion you register can be applied to your account.

If data is handled outside the UK, we make sure a safeguard recognised by UK law applies, so your data keeps the same level of protection.

We keep your personal data while your account is open, and afterwards for the period the law and our licence conditions require for gambling, financial and anti-money-laundering records. We cannot delete those records earlier, even at your request.

• Account and verification records: kept while the account is open, then for the retention period set by the applicable record-keeping rules.
• Transaction and play records: kept for the period required of a licensed operator for financial and regulatory purposes.
• Self-exclusion and safer gambling records: kept at least for the length of the exclusion, and afterwards where needed to stop a new account being opened.
• Correspondence: kept for a limited period so that we can deal with complaints and show what was agreed.
• Marketing records: kept until you opt out, after which we keep a minimal note of your opt-out so we do not contact you again.

Once a retention period ends, we delete the data or anonymise it so it can no longer be linked to you.

You have the rights below. They are free to use and we answer within the time limit the law allows. We may ask you to confirm your identity first, so that your data is not given to anyone else.

• Access: a copy of the personal data we hold about you.
• Correction: inaccurate or incomplete details put right.
• Erasure: deletion of data we are not required to keep.
• Restriction: a pause on our use of data while a query is settled.
• Objection: to use based on legitimate interests, and to marketing at any time.
• Portability: the data you gave us in a transferable format.
• Withdrawing consent: switching off marketing or any other use you agreed to.

How to make a request

Write to support@casinoluckytwice.co.uk, or open live chat on the site and ask for your message to be passed to the team handling data requests. Tell us what you want and the e-mail address registered to your account. If our answer does not satisfy you, you can complain to the Information Commissioner's Office, and you remain welcome to raise the matter with us again.

Cookies

Cookies and similar technologies keep you signed in, remember your settings, measure how the site is used and support our fraud checks. You choose which optional cookies to allow when you first arrive and can change that choice at any time; our Cookie Policy describes each category and how to manage them in your browser.