Privacy Policy

1. Introduction

QueenWin N.V. ("we", "us", "our", "the Company") operates this website and all associated services. This Privacy Policy explains what personal data we collect, why we collect it, how it is used, and what rights you have regarding your information.

By registering an account, using our website, or interacting with any of our services, you confirm that you have read and understood this Privacy Policy. If you do not agree with any part of it, you should not use our platform.

This policy applies to all users of the site, regardless of the device or method of access.

2. Data Controller

The data controller responsible for your personal information is:

QueenWin N.V. Curaçao eGaming Licence № 8048/JAZ

For all privacy-related enquiries, please contact our Data Protection Officer at: [email protected]

3. What Personal Data We Collect

We collect only the information necessary to provide our services, comply with legal obligations, and ensure the safety of our platform. The categories of data we process include:

Identity and Contact Data Full name, date of birth, residential address, email address, and phone number. This information is collected at the point of account registration and during the Know Your Customer (KYC) verification process.

Identity Verification Documents Copies of government-issued identification (passport, national ID card, or driving licence) and proof of address (utility bill or bank statement dated within the last three months). These are required under anti-money laundering regulations.

Financial Data Payment method details including partial card numbers, e-wallet identifiers, and cryptocurrency wallet addresses. Full card numbers are never stored on our servers. Transaction history, deposit amounts, withdrawal requests, and account balances are recorded for regulatory and operational purposes.

Technical and Usage Data IP address, browser type and version, operating system, device identifiers, session duration, pages visited, click-path data, and the date and time of each interaction with our platform. This data is collected automatically when you access the website.

Communications Data Records of correspondence between you and our support team, including live chat transcripts, email threads, and any attachments provided during support interactions.

Gameplay Data Details of games played, bet sizes, win and loss history, session frequency, and bonus usage. This data is used for account management, responsible gambling monitoring, and fraud prevention.

Marketing Preferences Your preferences regarding promotional communications, opted-in channels (email, SMS, push notifications), and interaction history with our marketing materials.

4. How We Collect Your Data

We collect personal data through the following methods:

Directly from you — when you register an account, complete KYC verification, make a deposit or withdrawal, contact our support team, or respond to a survey or promotion.

Automatically — through cookies, web beacons, tracking pixels, and server logs when you browse the website or use our mobile platform.

From third parties — including identity verification service providers, payment processors, fraud prevention agencies, and analytics platforms, where permitted by applicable law.

5. Legal Basis for Processing

We process your personal data under the following legal grounds:

Performance of a contract — processing your account registration, deposits, withdrawals, bonus activations, and gameplay is necessary to deliver the services you have signed up for.

Legal obligation — we are required by our Curaçao eGaming licence, anti-money laundering (AML) legislation, and counter-terrorism financing (CTF) regulations to collect, verify, and retain identity and financial data.

Legitimate interests — we process technical and usage data to maintain platform security, prevent fraud, detect problem gambling patterns, and improve our services. These interests do not override your fundamental rights.

Consent — where we rely on your consent (for example, to send marketing communications), you have the right to withdraw that consent at any time by contacting us or updating your account preferences.

6. How We Use Your Data

Your personal data is used for the following purposes:

To create, verify, and maintain your player account. To process financial transactions, including deposits, withdrawals, and bonus payouts. To comply with AML and CTF obligations, including verifying the source of funds where required. To detect, investigate, and prevent fraudulent activity, money laundering, and underage gambling. To monitor gameplay for responsible gambling purposes and to apply account restrictions where necessary. To respond to your support requests and resolve disputes. To send you transactional notifications such as deposit confirmations, withdrawal status updates, and security alerts. To send marketing communications where you have given consent or where we have a legitimate interest in doing so. To analyse platform usage and improve the functionality, layout, and performance of the website. To enforce our Terms and Conditions and any other agreements in place between you and the Company.

7. Cookies and Tracking Technologies

We use cookies and similar tracking technologies to deliver a functional, personalised, and secure experience on our platform.

Essential cookies are required for the site to operate correctly. They manage session authentication, security tokens, and load balancing. These cookies cannot be disabled without preventing access to the platform.

Analytical cookies collect aggregated, anonymised data about how users navigate the site, which pages are most visited, and where users encounter difficulties. We use this information to improve site performance in partnership with tools such as Google Analytics.

Functional cookies remember your preferences — language selection, currency display, and login state — so you do not need to re-enter settings on each visit.

Marketing cookies are used to deliver relevant promotions and to measure the effectiveness of our advertising campaigns. These cookies may be set by our advertising partners.

You can manage cookie preferences through the consent banner displayed on your first visit to the site, or by adjusting your browser settings. Note that disabling certain categories of cookies may affect the functionality of the platform.

8. Data Sharing and Third Parties

We do not sell, rent, or trade your personal data to third parties for their own marketing purposes. We share your information only in the following circumstances:

Service providers — payment processors (e.g., Visa, Mastercard, Skrill, Neteller), identity verification platforms, fraud prevention services, cloud hosting providers, and customer support software operators. All third-party processors are bound by data processing agreements that require them to handle your data in accordance with applicable privacy law.

Regulatory and licensing authorities — where required to satisfy the obligations of our Curaçao eGaming licence or to respond to lawful requests from law enforcement agencies, courts, or government bodies.

AML and fraud prevention agencies — where transactions or account behaviour trigger a reporting requirement under applicable anti-money laundering rules.

Business transfers — in the event of a merger, acquisition, or sale of assets, your data may be transferred to the acquiring entity. You will be notified of any such transfer via email or a prominent notice on our website prior to it taking effect.

9. International Data Transfers

QueenWin N.V. is incorporated in Curaçao, and some of our service providers may be located outside the European Economic Area or the United Kingdom. Where personal data is transferred internationally, we ensure that appropriate safeguards are in place — including Standard Contractual Clauses approved by the relevant supervisory authority — to maintain an adequate level of protection for your data.

10. Data Retention

We retain your personal data for as long as your account is active and for a minimum of five years after account closure, in line with AML regulatory requirements. The specific retention periods that apply to each data category are as follows:

Identity and KYC documents are kept for a minimum of five years following the end of the business relationship. Transaction and financial records are retained for five years from the date of each transaction. Gameplay and session data is stored for three years from the date of the activity. Communications and support records are held for two years from the date of the last interaction. Technical and log data is retained for up to 12 months.

Where data is no longer required for any legal, regulatory, or operational purpose, it is securely deleted or anonymised.

11. Your Rights

Depending on your jurisdiction, you may have the following rights in relation to your personal data:

Right of access — you may request a copy of all personal data we hold about you, along with information about how it is processed.

Right to rectification — if any data we hold is inaccurate or incomplete, you have the right to ask us to correct it.

Right to erasure — you may request that we delete your personal data where it is no longer necessary for the purposes for which it was collected, subject to any overriding legal obligation to retain it.

Right to restriction of processing — you may ask us to limit how we use your data in certain circumstances, for example while a dispute is being resolved.

Right to data portability — where processing is based on consent or contract and carried out by automated means, you may request that your data be provided in a structured, commonly used, machine-readable format.

Right to object — you may object to processing based on legitimate interests or direct marketing at any time.

Right to withdraw consent — where we rely on your consent as the legal basis for processing, you can withdraw it at any time without affecting the lawfulness of processing that occurred before the withdrawal.

To exercise any of these rights, submit a written request to [email protected]. We will respond within 30 days of receiving your request and may ask you to verify your identity before proceeding. There is no charge for a standard data subject request unless the request is manifestly unfounded or excessive.

12. Children and Minors

Our services are strictly intended for individuals aged 18 and over. We do not knowingly collect personal data from anyone under the age of 18. If we discover that a minor has created an account or submitted personal data to our platform, we will immediately close the account and delete all associated data. If you believe a minor has accessed our services, please notify us immediately at [email protected].

13. Data Security

We implement technical and organisational measures designed to protect your personal data against unauthorised access, accidental loss, disclosure, alteration, or destruction. These measures include 256-bit SSL/TLS encryption for all data in transit, encrypted storage for sensitive documents, restricted staff access on a need-to-know basis, regular internal security audits, and two-factor authentication for administrative systems.

Despite these precautions, no method of electronic transmission or storage is entirely secure. In the event of a data breach likely to result in a risk to your rights and freedoms, we will notify you and any relevant regulatory authority within the timeframes required by applicable law.

14. Marketing Communications

If you have opted in to receive promotional material, we may contact you by email, SMS, or push notification with information about bonuses, tournaments, new games, and other offers. You can withdraw your consent and unsubscribe from marketing communications at any time by:

• clicking the unsubscribe link in any promotional email,

• updating your preferences in the account settings panel,

• contacting our support team at [email protected].

Unsubscribing from marketing communications does not affect transactional and account-related messages, which are sent regardless of your marketing preferences.

15. Third-Party Links

Our website may contain links to third-party sites, including payment providers, affiliate partners, and responsible gambling organisations. This Privacy Policy applies only to our platform. We are not responsible for the privacy practices of external websites and encourage you to review the privacy policies of any site you visit via a link from our pages.

16. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices, regulatory requirements, or the services we offer. When material changes are made, we will notify you by email or by displaying a prominent notice on the website before the changes take effect. The "Last updated" date at the top of this page will always reflect the most recent revision. Continued use of our platform after a policy update constitutes your acceptance of the revised terms.

17. Contact and Complaints

For any questions, concerns, or requests related to this Privacy Policy or the way we handle your personal data, please contact our Data Protection Officer:

Email: [email protected] Operator: QueenWin N.V., Curaçao

If you are not satisfied with our response, you have the right to lodge a complaint with the relevant data protection supervisory authority in your country of residence.