Grosvenor Casino Leicester Privacy & Data Protection

Privacy at Grosvenor Casino Leicester

At Grosvenor Casino Leicester, we handle personal information as part of providing secure land-based casino, online gaming, poker and sports betting services. We collect and use data only where there is an appropriate purpose, such as managing membership and accounts, processing payments, verifying identity, supporting safer gambling, preventing fraud and meeting legal or regulatory requirements. Information relating to visits to our physical casino is managed under our venue privacy arrangements, while online account and digital activity are covered by the applicable Grosvenor online privacy framework. We use technical and organisational safeguards to protect personal information and do not sell or rent customer details.

Personal Data Collected by Grosvenor Casino Leicester

The information we collect depends on how a customer interacts with Grosvenor Casino Leicester and our connected online services. A visit to the physical casino can involve registration details, gaming activity, CCTV images and payment or verification information, while an online casino, poker or sports account can also generate device, location, browsing, betting and account-usage data. We may receive some information directly from the customer and other information from authorised verification providers, public sources or safer-gambling systems where this is necessary.

Identity and Contact Information

• • Name and username: used to create and identify a customer record or online account.
• • Date of birth and age: used to confirm eligibility for adult gambling services and complete age-verification checks.
• • Address: used for identification, account administration, regulatory checks and, where relevant, affordability assessment.
• • Telephone number and email address: used for account communication, customer service, security notifications and permitted marketing preferences.
• • Photographic image: may be collected through identification documents, registration procedures or CCTV within our physical premises.

Casino Visit and Gaming Information

• • Membership and registration data: information associated with a Grosvenor customer record, membership number or Grosvenor One account.
• • In-club activity: information generated through gaming, transactions, promotional participation and other interactions within our casino.
• • Online gaming activity: wagers, game interactions, sports bets, poker activity, deposits, withdrawals and account use may be recorded.
• • Promotion activity: information about qualifying play, reward eligibility, redemptions and promotional preferences may be processed.

Payment and Financial Information

• • Payment details: information relating to permitted debit cards, bank accounts, PayPal or other supported payment methods may be processed.
• • Transaction history: deposits, withdrawals and other account transactions can be retained for account administration, security and regulatory purposes.
• • Source-of-funds information: we may request documents or information showing where gambling funds originate.
• • Affordability information: where required, we can use financial and third-party information to assess whether gambling activity appears financially sustainable.

Identity and Verification Documents

• • Proof of identity: information from accepted identity documents can be used to confirm a customer's identity and age.
• • Proof of address: supporting documents may be requested when additional address verification is required.
• • Financial evidence: bank statements, income information or other supporting evidence may be requested where source-of-funds or financial checks are necessary.
• • Third-party verification results: authorised providers can return identity, fraud-risk, affordability or other verification results.

CCTV and Venue Security Data

• • CCTV images: cameras operate throughout Grosvenor casino premises and may record customers while they are in the venue.
• • Security records: incidents, access restrictions, suspensions or suspected rule breaches may generate additional records.
• • Fraud and integrity information: information may be recorded where cheating, collusion, fraud or other unlawful activity is suspected.

Device and Technical Information

• • IP and MAC addresses: used as part of security, location, fraud-prevention and technical processes.
• • Device information: hardware model, operating system, browser type, time zone and related technical details can be collected.
• • Location information: technology may be used to determine a customer's current location and confirm that digital services are being accessed from a permitted location.
• • Browsing behaviour: page views, clicks, scrolling, response times, download errors and time spent on pages can be analysed.

Communications and Customer Support

• • Customer-service contacts: information provided in person, by telephone, email, social media or chat may be retained.
• • Recorded calls: calls to support teams may be recorded where applicable.
• • Surveys and research: responses can be collected when a customer voluntarily participates in market research or satisfaction surveys.

Safer-Gambling and Sensitive Information

• • Self-exclusion information: notifications and records may be processed so that gambling restrictions can be applied correctly.
• • Gambling-risk information: behavioural and account information can be analysed to help identify signs of potential gambling-related harm.
• • Health-related information: if a customer tells us about physical or mental health circumstances or gambling problems, this may be treated as sensitive information and used to provide appropriate support.
• • Other sensitive information: information such as nationality or ethnicity may arise through verification procedures and is used only where there is an appropriate legal or regulatory reason.

Information from External Sources

• • Verification providers: information can be obtained from specialist identity, credit-reference and fraud-prevention organisations.
• • Public records: electoral information, Companies House records, property information or insolvency records may be considered where necessary.
• • Publicly available online information: publicly accessible information, including social-media material, may be considered in specific risk, verification or fraud-related circumstances.
• • Self-exclusion and player-protection systems: relevant notifications may be received through approved schemes used to protect customers from gambling-related harm.

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

We use personal information to operate Grosvenor Casino Leicester and our connected online casino, poker and sports services safely and effectively. Core purposes include creating and maintaining customer accounts, processing deposits and withdrawals, providing games and betting services, responding to enquiries, administering promotions, maintaining accurate customer records and notifying customers about important service changes. We also process information to prevent fraud, cheating and other illegal activity, protect our systems and customers, meet anti-money-laundering requirements and maintain a safer gambling environment. Gaming and transaction information can also be used to understand how our services are used, improve the customer experience and personalise supported digital services.

Identity verification is an important part of both our physical and digital operations. We may check a customer's name, age, date of birth, address and other identifying information and can request photographic ID or additional documentation where required. Source-of-funds and financial information may also be requested when necessary to meet legal, regulatory, fraud-prevention or safer-gambling responsibilities. External verification organisations can be used to compare supplied details with public or private databases, and a verification or affordability search can leave a soft-search record without affecting a customer's credit score. We may also use publicly available information when account activity creates a risk concern or when information previously supplied requires further verification.

Cookies and similar technologies support the operation of our digital services. Essential technologies can help with functions such as authentication, account sessions and remembering preferences, while analytics and performance tools allow us to understand how pages and features are used. Online activity can include information about page visits, clicks, scrolling, session duration, technical errors, wagers and navigation between services. We use analytics technology, including Google Analytics and other supported analytics providers, to measure usage and improve our digital products. Depending on the applicable preferences and permissions, technologies can also support personalised content, advertising measurement and relevant promotional communications across websites, applications and third-party channels.

Technical tracking can include IP and MAC addresses, device model, operating system, browser information, time zone, location signals and related device characteristics. Location technology can be used to help confirm identity, determine whether online access originates from a permitted territory and support relevant service or advertising features. Marketing emails may also use technologies such as pixels or web beacons to measure whether an email has been opened or interacted with. Customers can manage applicable marketing preferences through their account or available contact channels, while browser and device controls can also affect optional cookie technologies; essential cookies required for core functionality may operate differently from optional analytics or advertising technologies.

Who Grosvenor Casino Leicester May Share Personal Data With

We keep customer information confidential but may share relevant data where this is reasonably necessary to provide our services, protect customers, complete verification, process payments or comply with legal and regulatory responsibilities. Information is not disclosed simply because another organisation requests it; sharing must have an appropriate purpose and legal basis. Where we use suppliers and service providers, contractual and organisational safeguards are used to establish appropriate data-protection obligations.

Rank Group Companies

• • Personal information may be shared with other companies within The Rank Group for legitimate administrative, operational and customer-support purposes.
• • Relevant safer-gambling information may also be shared internally where this is necessary to provide appropriate protection or support across connected services.

Identity and Verification Providers

• • Specialist organisations can receive customer details to verify age, identity, address and source of funds.
• • Grosvenor currently identifies providers that can include Experian, GB Group, TransUnion, Equifax, C6 Intelligence Information Systems and Kroll Associates, depending on the type of check.
• • Verification partners may compare information with databases available to them and return the relevant result to us.

Payment Providers and Financial Institutions

• • Payment processors and financial institutions receive the information necessary to process deposits, withdrawals and other financial transactions.
• • Providers can include banking and payment organisations supporting debit cards, bank transfers, PayPal or other authorised payment methods.
• • They process relevant transaction information under their own applicable regulatory and security responsibilities as well as contractual arrangements with us.

Game and Technology Providers

• • Third-party game suppliers may receive limited account information needed to provide online games, such as a user ID, username or other necessary customer details.
• • IT suppliers may process information when hosting, maintaining, protecting or supporting our systems and digital services.
• • Analytics and customer-experience providers can process usage information so that we can measure and improve our services.

Marketing and Advertising Partners

• • Selected partners may support delivery, measurement or personalisation of permitted marketing and advertising.
• • Depending on consent and applicable rules, relevant channels can include search engines, social platforms, affiliate networks and other digital advertising services.
• • Customers can change applicable marketing preferences, although essential account and service communications can still be sent where necessary.

Safer-Gambling and Self-Exclusion Schemes

• • Information may be exchanged with approved self-exclusion systems to ensure customer restrictions are applied correctly.
• • Relevant high-risk safer-gambling information may also be processed through approved player-protection arrangements where the appropriate conditions are met.
• • The purpose of this type of sharing is customer protection rather than promotional activity.

Regulators and Public Authorities

• • Information may be disclosed to gambling regulators or other statutory authorities where required.
• • Police, courts and other law-enforcement bodies can receive information where a legally valid request or obligation applies.
• • Sporting bodies may receive relevant information where sporting integrity issues are involved.

Professional Advisers

• • Lawyers, auditors and other professional advisers can receive relevant information where needed to provide professional services or protect our legal interests.
• • Access is limited to information reasonably necessary for the relevant purpose.

Other Casinos and Fraud-Prevention Parties

• • Information can be shared with other casinos or appropriate third parties where criminal or dishonest conduct is suspected.
• • This can include concerns about cheating, collusion, fraudulent activity, obtaining an unfair gaming advantage or other unlawful conduct.

Business Transfers

• • If all or part of a relevant business or its assets is sold, merged or transferred, customer information may form part of that transaction where legally permitted.
• • Where a significant ownership change affects the use of personal information, appropriate customer notification can be provided.

International Data Transfers

• • Some suppliers may operate outside the country or wider European data-protection area in which information was originally collected.
• • Where the destination does not already provide a recognised adequate level of protection, additional safeguards such as standard contractual data-protection clauses can be used.

Data Security, Retention and Customer Rights at Grosvenor Casino Leicester

At Grosvenor Casino Leicester, we use reasonable technical and organisational measures designed to reduce the risk of personal information being lost, misused, altered or accessed improperly. Security applies across customer registration, our physical casino environment, account systems, payment processing and supported online casino, poker and sports services. Suppliers that handle information on our behalf are expected to maintain appropriate safeguards, and contractual measures can be used to reinforce their data-protection responsibilities. Where information is transferred internationally, additional legal safeguards are used when necessary. No information system can guarantee complete protection against every possible security incident, so data security is managed as an ongoing operational responsibility.

Personal information is not kept indefinitely without a reason. For our land-based casino records, personal information is typically retained for seven years after the customer relationship ends so that we can meet legal, accounting, regulatory and anti-money-laundering responsibilities. The online privacy framework similarly states that data is normally retained for seven years after the relationship ends, with account closure or an extended period of inactivity used to determine when that relationship has ended. Information used for marketing is generally no longer used for that purpose more than two years after the customer's last transaction. Information connected with problem gambling, self-exclusion, suspension, account termination or similar protective and regulatory matters may be retained for longer where there is a justified reason.

Customers have rights over the way their personal data is handled. These can include asking for a copy of personal information, requesting correction of inaccurate data, asking for processing to be restricted or stopped in appropriate circumstances, and requesting deletion where the legal conditions are met. Where eligible information is processed electronically on the basis of a contract or consent, a customer may also request a machine-readable copy and, where technically feasible, ask for it to be transferred to another provider. Customers can object to certain processing and withdraw consent where processing relies on consent, including changing applicable marketing preferences. Some requests cannot be fulfilled in full where information must continue to be retained for legal, regulatory, anti-money-laundering, fraud-prevention or other overriding lawful purposes.

We aim to respond to data-rights requests without undue delay and normally within one month, although particularly complex requests can require additional time where the law permits this. Identity verification can be required before personal data is released or changed so that information is not disclosed to an unauthorised person. Customers who are dissatisfied with how their personal information has been handled can raise the matter with our Data Protection Officer and can also make a complaint to the Information Commissioner's Office. These rights apply independently of whether a customer primarily uses our Leicester casino, Grosvenor One membership, online casino, poker or sports betting services.

Grosvenor Casino Leicester Privacy and Player Responsibilities

Protecting personal information is a shared process. We are responsible for using appropriate security, privacy, verification and regulatory procedures, while customers are responsible for providing accurate information, keeping account credentials secure and using their own verified payment details. Customers should not share passwords, PINs, membership details or account access with another person and should notify us if information changes or if unauthorised activity is suspected. Requests for identity, address or source-of-funds documents should be answered accurately because incomplete or incorrect information can affect account access, payments and participation in regulated gambling services.

Privacy area	Our role	Player role
Per­sonal details	Use data for valid service and reg­ulatory purposes	Provide ac­curate and current details
Iden­tity checks	Apply age, iden­tity and risk checks where needed	Provide valid doc­uments when re­quested
Ac­count se­curity	Use tech­nical and or­gan­isa­tional safe­guards	Keep pass­words and PINs private
Pay­ment data	Process pay­ments through ap­proved systems	Use per­mitted methods in the cor­rect name
CCTV	Use venue images for se­curity and valid oper­ational purposes	Follow casino con­duct and privacy rules
Cook­ies	Use tech­nology for service, ana­lytics and per­mitted per­son­al­isation	Manage op­tional pref­er­ences where avail­able
Mar­keting	Respect ap­plic­able con­sent and com­mu­ni­cation rules	Keep com­mu­ni­cation pref­er­ences updated
Safer gam­bling	Use rel­evant data to help protect cus­tomers	Give hon­est in­for­mation when sup­port is needed
Fraud checks	Mon­itor for fraud, col­lusion and un­law­ful ac­tivity	Use only a per­sonal ac­count and le­git­imate funds
Data rights	Review valid re­quests under data-pro­tection rules	Give enough in­for­mation to ver­ify the re­quest
Data re­ten­tion	Keep data only for valid re­ten­tion purposes	Under­stand that some records can­not be erased im­me­diately