Grosvenor Casino Plymouth Privacy – Personal Data, Security & Cookies

Privacy at Grosvenor Casino Plymouth

At Grosvenor Casino Plymouth, we treat privacy as an important part of the relationship between our casino and our customers. Personal information connected with visits to our land-based casino is handled under our venue privacy framework, while information generated through our online casino and sports betting services is handled under the relevant Rank Interactive privacy framework. We collect and use personal data only for defined operational, regulatory, security, safer-gambling, payment and service purposes, with additional uses such as marketing managed according to the applicable consent and preference settings. Our approach covers the full customer journey, from registration and identity checks to casino visits, gaming activity, online wagers, payments, account security and customer support.

Personal Data Collected by Grosvenor Casino Plymouth

The information we process depends on how a customer interacts with Grosvenor Casino Plymouth. Visiting our physical casino can generate registration, gaming, security and CCTV information, while use of our online casino or sportsbook can also generate account, device, location, payment and digital activity records. Some information is provided directly by the customer, some is created through use of our services, and some may be obtained from authorised third parties or public sources where verification, fraud prevention, affordability or regulatory checks are required.

Identity and Registration Data

• • Personal details — information such as name, age, date of birth, gender, residential address, telephone number and email address may be collected when a customer registers or uses our services.
• • Account information — online customers can provide a username, password and other details required to create, secure and maintain their account.
• • Photographic information — an image or identification document may be processed when needed for age, identity or account-verification purposes.

Identity, Age and Source-of-Funds Information

• • Verification documents — we may request documents or information that confirm a customer's identity, age and address.
• • Source-of-funds information — financial documents or supporting information can be requested where required to understand the source of money used for gambling.
• • External verification data — information can be obtained from specialist identity, fraud-prevention and credit-reference providers to support regulatory checks.
• • Public-source information — in appropriate circumstances, publicly available sources such as electoral records, property information, company records, insolvency registers and publicly accessible social-media information may be reviewed.

Casino Visit and CCTV Data

• • Venue activity — information may be created when a customer registers, visits our casino, uses a membership card, participates in eligible gaming or communicates with our team.
• • CCTV images — cameras operate throughout our casino premises and may record customers while they are inside the venue.
• • Security records — information relevant to entry decisions, incidents, exclusions, suspensions or suspected unlawful activity may also be retained where necessary.

Gaming and Sports Betting Activity

• • Wager information — online activity can generate records of wagers, game interactions and other actions taken through our digital services.
• • Gaming history — relevant records can include participation in casino games, poker, promotions or reward programmes where account or membership tracking applies.
• • Sports betting activity — account-based sportsbook use can create information about bets, account transactions and interaction with betting markets.

Payment and Transaction Data

• • Payment details — our online services may process limited payment-card information, bank details, PayPal details or information connected with other supported payment methods.
• • Deposit and withdrawal records — transaction history is retained as necessary to operate an account, process payments, investigate disputes and meet financial or regulatory obligations.
• • Financial profile information — relevant data can be used to support affordability, safer-gambling and source-of-funds assessments where required.

Device, Location and Technical Data

• • Device identifiers — information can include IP address, MAC address, device or hardware model and other technical identifiers.
• • Software information — operating system, browser type, browser plug-ins, time-zone information and similar technical characteristics may be recorded.
• • Location information — technology may be used to determine a customer's location, confirm that digital services are being accessed from an authorised area and support identity or security controls.
• • Website activity — pages viewed, referral information, response times, download errors, session duration, clicks, scrolling and navigation behaviour can be collected.

Communications and Customer Support

• • Customer-service communications — information supplied by email, telephone, live chat or other contact channels can be retained when we deal with an enquiry or account issue.
• • Recorded calls — calls to support services may be recorded.
• • Social-media interactions — information can be processed when a customer communicates with us through our social channels.
• • Research and survey responses — information may be collected where customers choose to participate in feedback, satisfaction surveys or market research.

Marketing and Preference Data

• • Marketing preferences — we can record whether a customer has selected or changed consent and communication preferences.
• • Personalisation information — use of our services may help us tailor account content, promotions and the digital experience to individual preferences.
• • Advertising interactions — data can be used to measure or personalise advertising across our own digital channels and selected external platforms where permitted.

Safer-Gambling and Sensitive Information

• • Self-exclusion information — we may receive or maintain information required to apply an active self-exclusion across relevant services.
• • Gambling-risk information — information linked to indicators of gambling-related harm can be processed so that appropriate safeguards or interventions can be applied.
• • Health-related information — if a customer tells us about physical or mental health circumstances or difficulties with gambling, that sensitive information may be used to provide support or signpost appropriate assistance.

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

At Grosvenor Casino Plymouth, we use personal information first and foremost to provide and manage our services. This includes creating and maintaining customer records, administering online accounts, processing deposits and withdrawals, recording eligible membership activity, responding to enquiries, operating casino and sportsbook services and notifying customers about important changes. Depending on the purpose, processing can be necessary to perform our agreement with a customer, comply with legal and regulatory duties, pursue legitimate operational interests or act on consent where consent is required.

Identity verification is an important part of both our physical and digital casino operations. We may use personal information to confirm age, identity and address, prevent fraud, manage financial risk and verify the source of gambling funds. Checks can involve specialist third-party providers and may compare supplied information against public or private databases. In some circumstances, a verification provider may perform a soft search against a credit file; this type of check is used for verification or related assessment and is not intended to alter the customer's credit score. We can also review appropriate public information where account activity, affordability, fraud prevention or regulatory obligations make further checks necessary.

Personal information also supports safer gambling. Account activity, deposits, withdrawals, gaming behaviour and other relevant indicators may be considered when we assess whether additional player-protection measures are appropriate. Self-exclusion information can be received through recognised exclusion schemes so that restrictions are applied to the relevant accounts and services. Where high-risk gambling behaviour is identified, information may also be processed within recognised player-protection arrangements in accordance with the applicable privacy and regulatory framework.

Cookies and similar technologies help us operate and understand our digital services. They can support functions such as account authentication, remembering settings, maintaining preferences, understanding how customers move through our pages and measuring website performance. Technical tracking can record details such as referral pages, pages viewed, time spent on a page, clicks, scrolling, wagers, browser information, device information and IP data. Analytics services can be used to identify usage patterns and improve the way our online casino and sports services work.

Technical and account data can also support personalisation, fraud prevention, location checks and relevant advertising. Location technology may be used to establish where an online customer is accessing our services and to confirm that use takes place within permitted territories. Marketing and advertising technologies can help us tailor messages across websites, apps and selected third-party channels, while customers can manage the consent and communication preferences made available through their account or other relevant controls. Service messages concerning the operation or security of an account may still be sent even when marketing communications have been switched off.

Who Grosvenor Casino Plymouth May Share Personal Data With

We keep customer information confidential and disclose it only where there is an appropriate operational, contractual, regulatory, security or legal reason to do so. Different recipients may be involved depending on whether a customer is visiting Grosvenor Casino Plymouth, using our online casino, placing sports bets, processing payments, completing verification or using safer-gambling tools. Where suppliers process data for us, we apply appropriate contractual and data-protection safeguards. We do not treat routine customer information as a product to be freely sold or rented to unrelated organisations.

Companies Within the Rank Group

• • Personal information may be shared between appropriate Rank Group companies for administration, customer support, service management and other purposes covered by the relevant privacy terms.
• • Sensitive safer-gambling information may also be shared within the group where this is necessary to provide appropriate customer protection.

Payment Providers and Banks

• • Banks, card-processing companies, e-wallet providers and other payment partners receive the information required to process deposits, withdrawals and related financial transactions.
• • They may carry out their own fraud, security and regulatory checks as part of processing a transaction.

Game and Technology Providers

• • Third-party game suppliers may receive limited account information required to provide an online game, such as a user identifier and selected identity or account details.
• • IT suppliers may process information where they provide infrastructure, hosting, technical support, security or other systems used to operate our services.

Identity, Fraud and Financial-Verification Providers

• • Specialist providers may receive information needed to check age, identity, address, source of funds, fraud risk and other regulatory requirements.
• • Appropriate credit-reference or data-verification organisations may be used in certain circumstances for affordability or identity-related checks.
• • These organisations can compare information with databases and public records available to them.

Safer-Gambling and Self-Exclusion Services

• • Relevant information may be exchanged with recognised self-exclusion systems so that an active exclusion can be applied correctly.
• • Where appropriate under the relevant player-protection framework, risk information may be shared with participating gambling operators to help protect customers displaying high-risk behaviour.

Analytics, Research and Data-Service Providers

• • Analytics providers can process technical and behavioural information to help us understand how our digital services are used.
• • Data-service providers may help ensure that customer details remain accurate and current.
• • Research organisations can be used to conduct customer or industry research on our behalf, with additional privacy information supplied where appropriate.

Marketing and Advertising Partners

• • Selected marketing partners can help us deliver communications or relevant advertising where the applicable consent or other lawful basis permits this.
• • Advertising platforms and partner channels may process selected identifiers or interaction data to measure and personalise campaigns.
• • Group marketing requiring consent is managed according to the customer's recorded marketing preferences.

Regulators, Police and Other Authorities

• • We may disclose information to regulators, law-enforcement agencies, courts or statutory authorities when disclosure is legally required or otherwise properly authorised.
• • Sporting bodies may receive relevant information where a sports-integrity matter requires investigation.
• • Appropriate data may be supplied to protect our rights, customers, employees or the integrity of our gaming and betting services.

Other Casinos and Fraud-Prevention Parties

• • Information may be exchanged with other casinos or appropriate organisations when we reasonably suspect cheating, collusion, fraud or another unlawful or dishonest activity.
• • Such sharing is intended to protect gaming integrity and support the investigation of suspected wrongdoing.

Professional Advisers

• • Lawyers, auditors and other professional advisers may receive information where necessary to provide professional services or help us establish, exercise or defend legal rights.

Business Transfers

• • If all or part of the relevant business is reorganised, acquired or sold, personal information may form part of the assets transferred to an appropriate buyer or successor.
• • Where a change affects the ownership or use of online customer information, appropriate notice and available choices are provided in accordance with the applicable privacy terms.

Data Security, Retention and Privacy Rights at Grosvenor Casino Plymouth

At Grosvenor Casino Plymouth, we apply technical and organisational safeguards intended to protect personal information against loss, misuse, unauthorised access and inappropriate alteration. Our approach covers information generated in the physical casino as well as customer data processed through our online casino and sports betting services. Where suppliers process information on our behalf, we use contractual measures intended to require an appropriate standard of data protection. If information needs to be transferred to a territory that does not have a recognised equivalent level of protection, additional legal safeguards such as standard data-protection clauses can be used. No security system can eliminate every possible risk, so data protection also depends on ongoing monitoring, account controls and appropriate customer security practices.

We retain information for periods that reflect regulatory, legal, accounting, reporting, anti-money-laundering, security and operational requirements. As a general rule, customer information is typically retained for seven years after our relationship with the customer has ended. For an online relationship, this can be measured from account closure or an extended period of inactivity based on the last login or interaction. Personal information is normally no longer used for marketing later than two years after the customer's last transaction with us. Information concerning problem gambling, self-protection measures, account suspension or termination can be kept for longer when this is reasonably necessary to protect customers, meet regulatory requirements or maintain an effective exclusion or security record.

Customers have rights over the personal information we process. A customer can ask for a copy of personal data held about them and request correction of inaccurate information. Depending on the circumstances, it may also be possible to request restriction of processing, object to particular processing or request deletion of personal information. These rights are not absolute: we may need to retain information where a legal, regulatory, anti-money-laundering, security or other valid requirement prevents deletion.

Where personal information is processed by automated means on the basis of consent or for performance of our agreement, a customer may have a right to receive relevant data in a machine-readable format and, where technically feasible, request transfer to another provider. Marketing consent and preferences can also be changed, while withdrawal from marketing does not prevent us from sending essential account, security or service messages. Requests concerning personal data can be raised with our Data Protection Officer or through the customer-support channels provided for the relevant service.

We aim to respond to eligible privacy-rights requests without undue delay and generally within one month. A more complex request can require additional time, in which case the customer can be informed accordingly. In some situations, information may have to be withheld because disclosure would reveal another person's information, compromise legally protected material or fall within another permitted exception. Customers who remain dissatisfied with the way a privacy concern has been handled can raise the matter with the relevant data-protection supervisory authority.

Grosvenor Casino Plymouth Privacy and Player Responsibility

Protecting customer information is a shared process. We are responsible for using personal data for defined purposes, applying appropriate security controls, managing suppliers and respecting applicable privacy rights. Customers also play an important part by providing accurate information, protecting passwords and account credentials, using payment methods in their own name, keeping contact details current and reporting suspected unauthorised access promptly. Privacy controls do not remove the identity, financial, anti-fraud or safer-gambling checks that we may be required to carry out. The summary below covers the main privacy responsibilities connected with our casino, online gaming and sportsbook services.

Area	What we do	Your role
Account data	Use per­sonal details to run and secure your account.	Give true details and keep them up to date.
ID checks	Check age, ID, funds and risk where needed.	Give valid proof when a check is due.
Venue CCTV	Use CCTV for safety, secu­rity and venue control.	Follow venue rules and respect guest privacy.
Game data	Keep play and wager data where it is needed.	Use only your own account and funds.
Pay data	Share needed data with pay firms and banks.	Use pay means held in your own name.
Device data	Use tech data for fraud checks, site use and loca­tion checks.	Keep your device and log-in details safe.
Cookies	Use cook­ies and like tech for site use, stats and set­tings.	Use the avail­able cook­ie and con­sent set­tings.
Mar­keting	Use data for rel­evant mes­sages where rules allow.	Change your con­sent and con­tact pref­erences when needed.
Safe play	Use risk data to help pro­tect cus­tomers from harm.	Give true info and use safe-play tools when apt.
Data rights	Deal with valid access, fix, limit and erase asks.	Give enough detail for us to check your ID and ask.
Data keep	Data is typ­ically kept for seven years after the link ends.	Know that some data may stay after an account shuts.