Privacy Policy

Information we collect and why we use it

When you use LevelUp Casino, we may collect information that identifies you or is reasonably capable of being associated with you. The type of information collected depends on how you interact with the website and the services available to you. Some information is provided directly by you, while other information may be collected automatically when you browse or use the site.

Account and identity information

Account information may include your name, date of birth, residential details, contact details, login information and other details needed to create and maintain an account. We use this information to open and administer your account, communicate with you, provide customer support, protect account security and help ensure that the account is being used by the correct person.

Verification information

To support age, identity, security and responsible gambling checks, we may request verification documents or related information. This may include documents used to confirm your identity, age, address or the source of funds where appropriate. Verification information helps us prevent impersonation, account misuse, fraud, money laundering and other unlawful activity. It may also be used to meet obligations that apply to online gambling services.

Payment and transaction information

We may handle records relating to deposits, withdrawals, wagers, account balances, payment methods, transaction dates and transaction amounts. Payment and transaction information is used to process requests, maintain accurate account records, investigate unusual activity, resolve payment questions and meet applicable legal, security and compliance obligations. Payment providers may process information under their own privacy policies.

Device, cookie and usage information

When you access the website, we may receive technical information such as your IP address, browser type, operating system, device details, language settings, approximate location, pages viewed, access times and interaction data. This information helps us operate, secure and improve the website, identify technical problems, understand general usage patterns, prevent abuse and detect suspicious behaviour.

Communications and support information

If you contact customer support, we may keep records of your messages, questions, account information and the steps taken to resolve your request. These records help us provide consistent support, investigate complaints, protect account security, confirm previous communications and improve our services. We may also keep records of important notices sent to you and your preferences for certain communications.

Main purposes for handling information

• To create, verify and administer player accounts.
• To provide gambling, account, payment and support services.
• To process deposits, withdrawals and other transactions.
• To carry out identity, age, security, anti-fraud and responsible gambling checks.
• To comply with legal, regulatory and operational obligations.
• To communicate important account, service, security or policy updates.
• To monitor, maintain and improve the website and its systems.
• To investigate suspected breaches of applicable terms, fraud, misuse or unlawful activity.
• To protect players, service providers, the website and the security of our operations.

Security, retention and account closure

We use reasonable administrative, technical and organisational safeguards designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure. These measures may include access controls, secure systems, monitoring, verification processes, password protections and staff or provider procedures. Access to information may be limited to people and providers who need it for an appropriate business, service, security or compliance purpose.

No website, online transmission or electronic storage method can be guaranteed to be completely secure. Players should protect their passwords, use suitable device security, avoid sharing login details and contact support if they suspect that an account or device has been compromised.

Personal information is kept only for as long as reasonably necessary for the purposes described in this Privacy Policy, unless a longer period is required or permitted. Some account, identity, payment, transaction, security and compliance records must be kept for a period required by law even after an account is closed. We do not retain information indefinitely where there is no appropriate reason to do so.

When information is no longer needed, it may be securely deleted, anonymised or otherwise disposed of in an appropriate manner. Deletion may not be immediate where information is held in secure backups, archived systems or records that are subject to a defined retention process.

Closing an account does not necessarily erase every record immediately. We may need to retain information to meet legal and compliance requirements, resolve disputes, prevent repeat misuse, maintain financial and transaction records, respond to enquiries, investigate suspected fraud or protect our rights. Retained information will continue to be handled with appropriate safeguards and will not be used for unrelated purposes merely because it has been retained.

Players should provide accurate, current and complete information and tell us if their details change. Providing requested information may be necessary to open or continue an account, process a transaction, complete verification or provide particular services. If required information is not provided, some services may be delayed, limited or unavailable.