Casino Joy Privacy Policy

This Privacy Policy explains how we collect, use, store and share personal information when you visit Casino Joy, create or use an account, make payments, complete verification, play casino games, place sports bets, use promotions or contact customer support. The policy covers access through desktop and mobile browsers. It also explains the choices and privacy rights that may apply to you.

Who Handles Your Personal Data

Casino Joy is operated by Fortuna Games N.V., a company registered in Curaçao under company number 162413. CasinoJoy operates under B2C gaming licence OGL/2024/112/0974, issued by the Curaçao Gaming Authority.

References to Casino Joy, we, us and our in this policy refer to the services operated under the Casino Joy brand.

For privacy questions or requests connected with your account, contact our support team through live chat or at:

[email protected]

Information We Collect

The information connected with your account depends on how you use Casino Joy. Registration creates a different set of records from a withdrawal check, payment dispute or identity-verification request.

Account and Registration Data

Information provided during registration or later account use may include:

  • name;
  • date of birth;
  • email address;
  • telephone number;
  • residential or account address;
  • username and account identifiers;
  • login and account-status information;
  • language and communication preferences.

We use this information to create and maintain your account, confirm access and manage account-related requests.

Identity and Verification Information

We may request documents or other information where identity, age, address or payment ownership needs to be verified.

Verification records may include:

  • identity documents;
  • proof of address;
  • information used to compare account and payment ownership;
  • results or status of verification checks;
  • correspondence connected with a verification request.

Additional information may be requested if existing details cannot be verified or if an account requires further review.

Payments and Transaction Records

When you deposit or request a withdrawal, information is created around that transaction.

This can include:

  • amount;
  • payment method;
  • date and time;
  • transaction status;
  • payment or transaction reference;
  • deposit and withdrawal history;
  • information required to connect a payment with the correct account.

Payment providers can also process personal or financial information under their own privacy terms. The information they collect directly is governed by the policy that applies to their service.

We may retain transaction records where they are needed for payment processing, disputes, fraud checks, account reviews or legal and regulatory requirements.

Casino, Sports and Promotion Activity

Using our casino, sportsbook and promotions creates account activity records.

These can include:

  • casino games opened or played;
  • wagers and game transactions;
  • sports bets and settlement records;
  • bonus activation and wagering activity;
  • tournament participation;
  • cashback or promotion records;
  • Casino Joy Coins and other account reward activity.

This information can be used to maintain balances, settle bets and games, apply bonus conditions, investigate account questions and enforce the rules attached to our services.

Device and Website Data

Some technical information is generated when you open Casino Joy or move between pages.

This may include:

  • IP address;
  • browser and device information;
  • operating system;
  • session information;
  • pages opened;
  • time and date of access;
  • website interactions;
  • technical errors and logs;
  • cookie and preference information.

These records can be used to maintain sessions, diagnose technical problems, understand website use and identify activity that may require a security review.

How We Use Personal Information

We process account information where it is needed to operate Casino Joy and handle activities connected with your account.

This may include:

  • creating and managing accounts;
  • confirming login and restoring account access;
  • processing deposits and withdrawals;
  • verifying identity, age or payment ownership;
  • recording casino and sports activity;
  • calculating balances and settlements;
  • applying bonus and promotion conditions;
  • responding to customer-support requests;
  • preventing fraud, duplicate accounts and misuse;
  • reviewing suspicious transactions or account activity;
  • handling responsible-gaming and self-exclusion requests;
  • maintaining and troubleshooting the website;
  • sending account, payment or security messages;
  • sending promotional communications where permitted;
  • meeting applicable legal or regulatory requirements.

Aggregated or anonymised information may also be used for analysis where it no longer identifies an individual account holder.

Legal Basis for Processing

Where UK data-protection law applies, personal information must have an appropriate lawful basis for processing. Depending on the purpose, this may include performance of a contract, compliance with a legal obligation, legitimate interests or consent.

For example, account and transaction information may be required to provide services requested through your account. Other information may be processed to investigate fraud or protect the operation of the platform.

Consent may apply to optional activities such as certain marketing communications or non-essential cookies.

Withdrawing consent does not necessarily require us to delete information that still needs to be retained for another applicable purpose.

KYC, Fraud and Account Reviews

Casino Joy may use account, verification, payment and activity records when an account requires review.

Checks may be carried out to:

  • confirm identity and age;
  • verify payment ownership;
  • identify duplicate accounts;
  • investigate suspicious transactions;
  • investigate misuse of bonuses or promotions;
  • review unusual account activity;
  • deal with payment disputes;
  • meet anti-money-laundering or other applicable requirements.

A previous verification does not prevent additional information from being requested if another account or payment check becomes necessary.

How We Share Information

Personal information may be shared when another organisation is needed to provide or support a Casino Joy service.

Recipients can include:

  • payment processors and financial-service providers;
  • identity and verification services;
  • fraud-prevention and security providers;
  • hosting and technical-service providers;
  • analytics providers;
  • customer-support and communication services;
  • professional advisers;
  • regulators, courts or law-enforcement authorities where disclosure is required.

Only information relevant to the service or request should be shared.

Third-party services can have their own privacy policies where they process information independently.

International Processing and Transfers

Casino Joy is operated by a Curaçao company, and some service providers may also operate from jurisdictions outside the United Kingdom. Personal information can therefore be processed outside the country where an account holder is located.

Where UK international-transfer requirements apply, personal information transferred outside the UK is subject to the transfer rules and safeguards required for that processing.

How Long We Keep Personal Data

There is no single retention period for every category of information.

Retention depends on why the information was collected and whether it remains necessary for:

  • maintaining an account;
  • transaction and payment records;
  • verification;
  • fraud prevention;
  • responsible gaming;
  • disputes or complaints;
  • security investigations;
  • legal or regulatory requirements.

Closing an account does not necessarily result in immediate deletion of all historical records.

When information is no longer required, it may be deleted or anonymised in accordance with the retention requirements that apply to that data.

Data Security

We use technical and organisational measures intended to protect personal information against unauthorised access, alteration, loss or disclosure.

Access to account information is limited according to operational need, and account or transaction activity may be reviewed where a security issue is detected.

No internet-based service can eliminate every security risk. You should keep your login credentials private and avoid sending passwords, full payment credentials or other sensitive information through unofficial channels.

If you believe another person has accessed your account, contact customer support and change your login credentials where possible.

Your Privacy Rights

Depending on your location and the law that applies to the processing, you may have the right to:

  • ask what personal information is held about you;
  • request access to your personal data;
  • correct inaccurate or incomplete information;
  • request deletion in circumstances where the right applies;
  • request restriction of certain processing;
  • receive eligible information in a portable format;
  • object to certain uses of your information;
  • withdraw consent where processing relies on consent;
  • object to direct marketing.

Under the UK data-protection framework, these rights include access, rectification, erasure, restriction, portability and objection, although individual rights are not absolute in every situation.

Some information may still need to be retained where deletion would conflict with payment, fraud-prevention, responsible-gaming, dispute or applicable legal requirements.

We may need to confirm your identity before completing a privacy request.

Making a Privacy Request

To make a request about your personal information, contact:

[email protected]

State that your message concerns a privacy or personal-data request and describe what you want us to review.

Include enough account information for us to identify the relevant account, but do not send your password or full payment credentials by email.

Cookies and Similar Technologies

Casino Joy uses cookies and similar browser technologies for website and account functions.

Cookies may be used to:

  • maintain a login session;
  • remember language or display preferences;
  • support account navigation;
  • measure website use and performance;
  • identify technical problems;
  • support security functions;
  • remember permitted marketing preferences.

You can manage or delete cookies through your browser settings. Blocking some cookies may affect login sessions, saved preferences or other parts of the website.

Further information about cookie use can be provided in our Cookie Policy.

Marketing Communications

Contact information may be used to send promotions or bonus information where marketing is permitted for the account.

You can withdraw from promotional communications through the available unsubscribe or account preference controls, or by contacting support.

Stopping marketing does not prevent messages that are necessary for account access, transactions, verification, security or changes affecting the service.

Responsible Gaming and Personal Data

Responsible-gaming requests can require us to process account and activity information.

This can include information connected with:

  • self-exclusion;
  • account activity;
  • deposits and withdrawals;
  • playing or betting history;
  • responsible-gaming support requests;
  • communication with customer support.

Some responsible-gaming records may need to remain available after an account is restricted or closed where retention is necessary to apply the restriction or handle related obligations.

Information About Minors

Casino Joy services are intended for adults.

We do not knowingly provide gambling accounts to minors. If information indicates that an account holder does not meet the applicable age requirement, the account can be restricted while the matter is reviewed.

Personal information connected with an underage account may be retained where necessary to investigate the account, prevent further access or meet applicable requirements.

External Websites and Services

Casino Joy may contain links or integrations that connect to payment providers or other external services.

Those services may collect information independently and apply their own privacy policies. This Privacy Policy covers personal information processed through Casino Joy and does not replace the privacy terms of an independent third party.

Changes to This Privacy Policy

We may update this Privacy Policy when our services, data-processing practices or applicable requirements change.

The revised version will be published on this page. Where a change materially affects the way account information is handled, additional notice may be provided through the website or available account communication channels.

Contact Us

For questions about this Privacy Policy, the use of your personal information or a privacy request, contact:

Email: [email protected]

You can also use live chat for account-related questions.

Do not send passwords or full payment credentials when contacting support.