GambleZen Privacy Policy for Accounts, Payments and Site Use
Effective Date: 5 August 2026
Last Updated: 29 September 2026
This Privacy Policy explains how Fortuna Games N.V., operating GambleZen under licence OGL/2024/112/0974, handles personal data connected with accounts, games, payments, verification, support and responsible gambling. It applies when you browse, register, contact us, fund an account, request a withdrawal, upload documents or change marketing preferences.
1. Data controller and privacy contact
Fortuna Games N.V. acts as the controller for personal data processed through GambleZen unless a separate notice identifies another controller. Privacy questions and rights requests can be sent to [email protected] with the subject line Privacy Request. Include the email registered to your account, but do not send passwords, private keys or complete card numbers.
2. Information we collect
- Registration data: name, date of birth, address, country, email, telephone number, username and account currency.
- Verification data: government ID, facial or liveness checks, proof of address, payment ownership, source-of-funds or source-of-wealth evidence where required.
- Transaction data: deposit and withdrawal amounts, currency, payment method, wallet address, transaction identifiers, timestamps, status and chargeback information.
- Usage data: login records, games opened, stakes, wins, losses, bonus activity, session length, limits and responsible gambling interactions.
- Technical data: IP address, browser, device type, operating system, language, cookie identifiers, approximate location and security logs.
- Communication data: live-chat transcripts, emails, complaints, document-review messages and marketing choices.
3. Why we process personal data
We use account data to create and secure your profile, provide games, maintain balances, process payments, administer promotions and answer support requests. Verification and transaction records help us prevent fraud, investigate chargebacks, meet legal duties and protect players from account misuse.
Game and session data supports balance calculation, dispute review, bonus wagering, fault investigation and responsible gambling controls. Device data helps detect unusual logins, automated activity, duplicate accounts and payment abuse. Marketing data follows your preferences and applicable law.
4. Legal bases
Depending on the processing activity and applicable law, we rely on performance of our contract with you, compliance with legal obligations, legitimate interests in security and fraud prevention, and consent. You may withdraw consent for optional marketing or non-essential cookies without affecting processing already completed lawfully.
5. Cookies and similar technologies
Essential cookies keep sessions active, remember security choices and support account functions. Analytics cookies measure page performance and navigation. Preference cookies remember language, currency and interface settings. Marketing or affiliate cookies can record campaign attribution and help measure a referral.
Browser controls can block non-essential cookies. Essential storage supports login, cashier and security functions. Some cookies expire with the session; others remain for a stated period or until deleted.
6. Payments, KYC and automated checks
Payment processors receive the data needed to authorise deposits, complete withdrawals, reverse failed transactions and investigate disputes. Identity providers may compare document data, facial images and account information. Fraud controls can assign a risk signal to a login or transaction; material restrictions receive human review where required by law.
We can request enhanced verification when a transaction pattern, account change or legal threshold requires it.
7. Who receives personal data
We share data only where there is an operational or legal reason. Recipients can include hosting and security providers, game studios, payment processors, KYC services, customer-support tools, analytics providers, fraud-prevention services, professional advisers, auditors, regulators and law-enforcement authorities acting under lawful powers.
Each provider receives only the data needed for its function. Contracts and access controls limit its use.
8. International transfers
Our services and suppliers can process information in more than one country. Where privacy law requires safeguards for an international transfer, we use contractual protections, adequacy decisions or another recognised transfer mechanism. Security and confidentiality duties continue to apply after transfer.
9. Retention
We retain data for as long as the account relationship, payment history, security need, dispute period or legal obligation requires. KYC and transaction records may be kept after account closure to satisfy anti-money-laundering, tax, fraud and regulatory duties. Support messages and technical logs have separate retention periods based on their purpose.
When retention is no longer required, we delete or anonymise the information.
10. Security
We use encrypted connections, restricted staff access, credential controls, monitoring, backups and fraud detection. No internet service can guarantee absolute security. Protect your password, enable available account safeguards and contact support immediately if you notice an unfamiliar login, payment or profile change.
11. Your rights
Depending on your location, you may request access, correction, deletion, restriction, portability or objection. You may withdraw consent, change marketing preferences and complain to the competent privacy authority. Some requests can be limited where we must retain data for legal compliance, fraud prevention, claims or transaction records.
We may verify identity before releasing or changing account data. This prevents another person from using a privacy request to obtain your information.
12. Children and legal gambling age
Our services are intended only for people who meet the legal gambling age in their jurisdiction. We can verify age and close an account created by a minor. Parents and guardians should use device and payment controls to prevent underage access.
13. External links and policy changes
Third-party sites have their own privacy practices. Review their notices before providing data outside GambleZen. We may update this Policy when services, suppliers or legal duties change; the date at the top shows the latest published revision.