Privacy Policy

Privacy Policy overview for Australian users

This Privacy Policy explains how Level Up Casino handles personal information when you use the website and related services. It describes what we collect, why we collect it, how we store it, and what choices you have. The policy is written to be readable and operational: it focuses on data flows, system access, and user control rather than legal slogans. If you create an account via Sign Up, the information you provide becomes part of a user record that supports identity checks, security controls, and account integrity. If you access your account through Login, the system also processes authentication signals that help prevent unauthorised access and account takeover.

What information we collect

We collect information you provide directly, information generated through your use of the service, and information required for compliance checks. Directly provided information can include your name, date of birth, email address, phone number, country of residence, and any details you submit to customer support. Usage data can include device type, browser information, IP address, general location indicators (such as city or region), session timestamps, and interaction logs used to maintain platform stability and detect fraud patterns. Where identity verification is required, we may collect verification materials such as identity documents or proof of address, along with metadata necessary to validate authenticity and reduce duplicate account risks.

Why we collect it and how it is used

We use personal information to operate the account system, maintain security, provide customer support, process transactions, meet compliance obligations, and improve service reliability. Operationally, this includes creating and maintaining your account, verifying your identity when required, enforcing security controls, detecting suspicious activity, and ensuring transactional and audit traceability. We also use limited technical data to prevent abuse, improve site performance, and resolve technical problems. We do not treat personal data as marketing inventory; we treat it as infrastructure needed to deliver account access, maintain integrity, and meet governance requirements.

Cookies, analytics, and similar technologies

We use cookies and similar technologies to keep sessions stable, remember user preferences, and understand how the website is used at a high level. Some cookies are strictly necessary for account functionality and security. Others may relate to analytics that help us understand navigation patterns and diagnose usability issues. Where applicable, you can control cookie behaviour through your browser settings. Disabling certain cookies may reduce functionality, including session persistence and security protections that rely on consistent device signals.

Data minimisation and retention principles

We aim to collect only what is necessary for account operation, security, and compliance. Retention periods vary depending on the type of data and the purpose it serves. Some information is retained to meet regulatory, audit, and dispute-resolution requirements. Other information is retained for shorter periods to support security monitoring or technical troubleshooting. When data is no longer required, we take reasonable steps to delete it or de-identify it, subject to legal and operational constraints.

Authoritative Australian resources on gambling and governance (reference links)

Interactive chart — Illustrative data categories processed

Recommended placement: directly after the “What information we collect” section to help users understand data scope quickly. Values are illustrative proportions (not statistics).

How we store and secure personal information

We store personal information in secure environments designed to reduce unauthorised access, data loss, and misuse. Security controls include encrypted data transmission, restricted internal access permissions, and system monitoring for suspicious behaviour. Access to personal data is limited to personnel who require it for operational, compliance, or support purposes. Authentication systems associated with Login are designed to detect abnormal access attempts and prevent credential misuse.

Security architecture is layered. External-facing infrastructure is separated from internal databases, and administrative access is logged and monitored. These controls are not presented as marketing claims but as operational requirements for account integrity.

Data storage locations and cross-border processing

Depending on service providers and infrastructure partners, personal information may be stored or processed in secure facilities located outside Australia. Where cross-border processing occurs, reasonable steps are taken to ensure that data protection standards remain consistent with applicable privacy obligations. We assess vendor security posture before engaging third-party processors and require contractual safeguards aligned with recognised privacy principles.

Cross-border processing does not alter your rights. It reflects technical infrastructure distribution rather than reduced protection standards.

How we use personal information in operational contexts

Operational use of personal information includes identity validation, fraud prevention, transaction processing, dispute resolution, and system stability. We also use aggregated and de-identified information to evaluate platform performance and improve user experience. When you interact with features within the App, limited technical data such as device identifiers and session signals may be processed to ensure consistent functionality and prevent abuse.

We do not sell personal information. Data processing is tied to service delivery, regulatory compliance, and risk management. Where marketing communications are permitted, you retain the ability to manage communication preferences.

Identity verification and compliance requirements

Australian regulatory standards may require identity verification before certain financial actions are completed. When verification is required, you may be asked to submit documents that confirm your identity and residency. These materials are processed securely and retained only for compliance and audit purposes.

The identity process is separate from promotional features such as Bonus activation. Incentive mechanisms do not bypass compliance safeguards. Verification requirements remain structurally independent of promotional systems.

Your rights under Australian privacy law

Under applicable Australian privacy principles, you may request access to personal information held about you. You may also request correction of inaccurate or outdated data. If you believe your privacy has been compromised, you can raise concerns with customer support. If a matter cannot be resolved internally, you may contact the Office of the Australian Information Commissioner (OAIC).

Access requests are subject to identity confirmation to prevent unauthorised disclosure. In some cases, we may refuse access where permitted by law, such as where disclosure could compromise security or legal obligations.

Retention and deletion policies

Retention periods vary depending on legal, operational, and risk management requirements. Transaction records may be retained for audit purposes. Identity verification materials may be retained for compliance with anti-money laundering obligations. Usage logs may be retained temporarily for security monitoring.

When an account is closed following Sign Up and use of the platform, personal data is reviewed according to retention schedules. Where lawful and operationally feasible, data is deleted or anonymised.

Table — Additional authoritative Australian resources

Transparency in gameplay data

When users access interactive content such as Games Level Up Casino, limited interaction data may be recorded to maintain fairness controls, detect irregular patterns, and resolve disputes. These records do not override personal rights. They exist to preserve audit integrity and protect both the platform and the user.

Game interaction logs may include timestamps, wager amounts, and result confirmations. These logs are stored securely and retained in accordance with operational requirements.

How to raise privacy concerns

If you have concerns about how your personal information is handled, you can contact us directly. We encourage users to submit clear descriptions of the issue, including relevant dates, account identifiers, and any supporting documentation. This allows us to assess the matter accurately and respond efficiently.

Privacy concerns are reviewed internally by personnel responsible for compliance oversight and data governance. We aim to acknowledge complaints within a reasonable timeframe and provide a substantive response once investigation is complete. Where additional information is required, we may request identity confirmation to ensure that data is not disclosed to unauthorised parties.

Our goal is to resolve concerns transparently and without unnecessary delay.

Escalation rights under Australian law

If you believe that your privacy complaint has not been resolved adequately, you may escalate the matter to the Office of the Australian Information Commissioner (OAIC). The OAIC oversees compliance with Australian privacy legislation and provides independent review mechanisms.

Users are encouraged to attempt direct resolution first, but escalation remains available where required. Regulatory oversight is part of maintaining accountability within digital service environments operating for Australian residents.

Transparency in operational disclosures

This Privacy Policy may be updated to reflect changes in legal requirements, operational processes, or system architecture. When material changes occur, they will be reflected in the policy with updated revision dates. Continued use of the platform after updates indicates acknowledgment of the revised policy terms.

We do not make retroactive changes that reduce user rights without appropriate notice. Transparency is treated as a structural requirement rather than a marketing principle.

Data access and correction requests

If you wish to access personal information we hold about you, you may submit a written request. Before fulfilling such requests, identity verification may be required to prevent unauthorised disclosure. Where information is inaccurate, incomplete, or outdated, you may request correction.

Some information may not be editable directly by users due to regulatory or audit requirements. In such cases, corrections will be applied internally while preserving compliance records.

Security incidents and notification

In the unlikely event of a data breach that is likely to result in serious harm, we will follow applicable Australian notifiable data breach requirements. This may include notifying affected individuals and relevant authorities. Notification decisions are based on risk assessment and legal obligations.

Security monitoring is ongoing and includes detection mechanisms designed to identify irregular access patterns, credential misuse, and abnormal transaction behaviour.

Table — Australian oversight and complaint pathways

Contact information

For privacy-related questions, data access requests, or complaints, you may contact us using the details below:

Email: [email protected]
Phone: +44 20 7946 0857

Please include sufficient information to allow us to verify your identity and understand the nature of your request.

Visual overview — Privacy governance structure

Recommended placement: after contact information section. Values are illustrative and represent structural distribution of governance responsibilities.