Welcome to Neosurf, an online casino operated by Neosurf, located at 847 Banksia Terrace, South Brisbane QLD 4101. We are committed to protecting your privacy and ensuring the security of your personal information in accordance with applicable data protection laws, including the General Data Protection Regulation (GDPR) and the Australian Privacy Act 1988.
This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you use our online casino services. By accessing or using our services, you acknowledge that you have read, understood, and agree to be bound by this Privacy Policy. If you do not agree with the terms of this Privacy Policy, please do not access or use our services.
We reserve the right to update this Privacy Policy at any time. Your continued use of our services following any changes indicates your acceptance of the updated Privacy Policy.
Personal Information: We collect various types of personal information that you provide directly to us or that is generated through your use of our services. The categories of information we collect include:
• Account Information: Full name, date of birth, gender, residential address, email address, telephone number, and username
• Identity Verification Information: Government-issued identification documents, passport details, driver's license numbers, and biometric data as required for age verification and anti-money laundering compliance
• Financial Information: Payment card details, bank account information, transaction history, deposit and withdrawal records, and payment method preferences
• Gaming Information: Betting history, game preferences, winnings and losses, account balance, bonus usage, and gameplay patterns
• Communication Data: Records of correspondence with customer support, chat logs, survey responses, and feedback
• Technical Information: IP address, browser type and version, device information, operating system, time zone settings, location data, and other technology on the devices you use to access our services
• Usage Data: Information about how you use our website and services, including clickstream data, page response times, download errors, visit duration, page interaction information, and methods used to browse away from the page
Information from Third Parties: We may receive personal information about you from third-party sources including identity verification services, fraud prevention agencies, payment processors, affiliate partners, and publicly available sources.
We process your personal information for various purposes related to providing, maintaining, and improving our online casino services. The specific purposes for which we use your information include:
• Account Management: To create and manage your account, verify your identity and age, authenticate your login credentials, and maintain your user profile
• Service Provision: To provide you with access to our gaming services, process your bets and wagers, calculate and pay out winnings, manage bonuses and promotions, and facilitate deposits and withdrawals
• Legal and Regulatory Compliance: To comply with legal obligations including anti-money laundering (AML) regulations, know-your-customer (KYC) requirements, responsible gaming regulations, tax reporting obligations, and licensing requirements
• Fraud Prevention and Security: To detect, prevent, and investigate fraudulent activity, unauthorized access, security breaches, and other illegal activities
• Customer Support: To respond to your inquiries, resolve disputes, provide technical support, and communicate with you about your account
• Marketing and Communications: To send you promotional materials, newsletters, special offers, and information about new games and features, where you have provided consent or where permitted by law
• Service Improvement: To analyze usage patterns, conduct research and analytics, improve our website and services, develop new products and features, and enhance user experience
• Responsible Gaming: To monitor gaming behavior, identify problem gambling patterns, implement self-exclusion measures, and provide responsible gaming tools and resources
We will only use your personal information for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason that is compatible with the original purpose.
Under the GDPR and applicable data protection laws, we must have a lawful basis for processing your personal information. We rely on the following legal bases:
• Contractual Necessity: Processing is necessary for the performance of our contract with you, including providing gaming services, processing transactions, and managing your account
• Legal Obligations: Processing is necessary to comply with legal obligations to which we are subject, including age verification, anti-money laundering requirements, tax obligations, and gambling regulations
• Legitimate Interests: Processing is necessary for our legitimate interests or those of a third party, including fraud prevention, security measures, service improvement, internal administration, and direct marketing to existing customers, provided such interests are not overridden by your fundamental rights and freedoms
• Consent: You have given explicit consent for us to process your personal information for specific purposes, such as receiving marketing communications or using certain cookies
• Vital Interests: Processing is necessary to protect your vital interests or those of another person in exceptional circumstances
Where we rely on consent as the legal basis for processing, you have the right to withdraw your consent at any time. However, this will not affect the lawfulness of processing based on consent before its withdrawal.
We may share your personal information with third parties in the following circumstances. We do not sell your personal information to third parties for their marketing purposes.
• Service Providers: We engage third-party companies and individuals to perform services on our behalf, including payment processing, identity verification, customer support, data analytics, marketing assistance, email delivery, hosting services, and fraud prevention. These service providers have access to your personal information only to perform specific tasks on our behalf and are obligated to protect your information
• Regulatory Authorities: We may disclose your information to gaming regulators, licensing authorities, tax authorities, law enforcement agencies, and other governmental bodies when required by law or to comply with legal obligations
• Business Transfers: In the event of a merger, acquisition, reorganization, bankruptcy, or sale of assets, your personal information may be transferred to the acquiring entity or successor organization
• Professional Advisors: We may share your information with lawyers, accountants, auditors, insurers, and other professional advisors who provide services to us
• Fraud Prevention: We may share information with fraud prevention agencies, credit reference agencies, and other organizations to prevent fraud, money laundering, and other illegal activities
• Affiliate Partners: If you were referred to us through an affiliate partner, we may share limited information about your registration and activity with that partner
• With Your Consent: We may share your information with third parties when you have given us explicit consent to do so
When we share your personal information with third parties, we ensure that appropriate safeguards are in place through contractual agreements that require recipients to maintain the confidentiality and security of your information.
We implement appropriate technical and organizational security measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. Our security measures include:
• Encryption: We use industry-standard SSL/TLS encryption to protect data transmitted between your device and our servers. Sensitive information such as payment card details and passwords are encrypted both in transit and at rest
• Access Controls: We implement strict access controls to ensure that only authorized personnel have access to personal information on a need-to-know basis. All employees with access to personal information are bound by confidentiality obligations
• Network Security: Our systems are protected by firewalls, intrusion detection systems, and regular security monitoring to prevent unauthorized access
• Secure Data Centers: We utilize secure data centers with physical security measures including surveillance, access controls, and environmental safeguards
• Regular Testing: We conduct regular security assessments, vulnerability scans, and penetration testing to identify and address potential security weaknesses
• Incident Response: We maintain an incident response plan to quickly identify, contain, and remediate security breaches
While we strive to protect your personal information, no method of transmission over the internet or electronic storage is completely secure. You are responsible for maintaining the confidentiality of your account credentials and should not share your username or password with others. Please notify us immediately if you suspect any unauthorized access to your account.
We require all third-party service providers that process personal information on our behalf to implement appropriate security measures and to treat your information in accordance with data protection laws.
We retain your personal information for as long as necessary to fulfill the purposes for which it was collected, comply with legal obligations, resolve disputes, and enforce our agreements. Specific retention periods include:
• Account Information: We retain your account information for the duration of your active account and for a period of at least 5 years after account closure to comply with regulatory requirements, unless a longer retention period is required by law
• Transaction Records: Financial transaction records, betting history, and related documentation are retained for a minimum of 7 years to comply with anti-money laundering regulations, tax laws, and gambling licensing requirements
• Identity Verification Documents: Copies of identification documents are retained for at least 5 years after the end of the business relationship as required by AML/KYC regulations
• Communication Records: Customer support communications and correspondence are typically retained for 3 years for quality assurance and dispute resolution purposes
• Marketing Preferences: Records of your marketing consent and preferences are retained until you withdraw consent or request deletion, and for a reasonable period thereafter to ensure we do not inadvertently contact you again
• Closed or Inactive Accounts: If your account remains inactive for an extended period, we may delete or anonymize your personal information, subject to regulatory retention requirements
When personal information is no longer required, we securely delete or anonymize it in accordance with our data retention and disposal procedures. In some circumstances, we may anonymize your information so that it can no longer be associated with you, in which case it is no longer considered personal information.
Under applicable data protection laws, including the GDPR, you have certain rights regarding your personal information. These rights include:
• Right of Access: You have the right to request access to the personal information we hold about you and to receive a copy of that information in a commonly used electronic format
• Right to Rectification: You have the right to request that we correct any inaccurate or incomplete personal information we hold about you
• Right to Erasure: You have the right to request the deletion of your personal information in certain circumstances, subject to legal retention requirements and legitimate business needs
• Right to Restriction: You have the right to request that we restrict the processing of your personal information in certain circumstances, such as when you contest the accuracy of the data or object to processing
• Right to Data Portability: You have the right to receive your personal information in a structured, commonly used, machine-readable format and to transmit that data to another controller
• Right to Object: You have the right to object to processing of your personal information based on legitimate interests or for direct marketing purposes
• Right to Withdraw Consent: Where processing is based on consent, you have the right to withdraw your consent at any time, without affecting the lawfulness of processing based on consent before its withdrawal
• Right to Lodge a Complaint: You have the right to lodge a complaint with a supervisory authority if you believe your data protection rights have been violated
To exercise any of these rights, please contact us using the details provided in the Contact section below or visit our Contact Page. We will respond to your request within one month, although this period may be extended by two additional months where necessary, taking into account the complexity and number of requests.
Please note that certain rights may be limited by legal requirements or legitimate business interests. For example, we may be unable to delete your information if we are required to retain it for regulatory compliance purposes. We may also need to verify your identity before processing your request to ensure the security of your personal information.
We use cookies and similar tracking technologies to collect information about your browsing activities on our website. Cookies are small text files that are placed on your device when you visit our website. They enable us to recognize your device, remember your preferences, and provide you with a better user experience.
Types of cookies we use:
• Essential Cookies: These cookies are necessary for the operation of our website and services. They enable core functionality such as account authentication, session management, and security features. You cannot opt out of essential cookies
• Performance Cookies: These cookies collect information about how you use our website, including which pages you visit most often and any error messages you receive. This information helps us improve the performance and functionality of our website
• Functionality Cookies: These cookies allow our website to remember choices you make and provide enhanced, personalized features. They may also be used to provide services you have requested, such as watching a video or commenting on a blog
• Targeting/Advertising Cookies: These cookies are used to deliver advertisements that are more relevant to you and your interests. They may also be used to limit the number of times you see an advertisement and measure the effectiveness of advertising campaigns
• Analytics Cookies: We use analytics services such as Google Analytics to collect information about website usage patterns, traffic sources, and user demographics to help us understand and improve our services
Managing Cookies: Most web browsers allow you to control cookies through their settings preferences. You can set your browser to refuse all or some cookies, or to alert you when websites set or access cookies. However, if you disable or refuse cookies, please note that some parts of our website may become inaccessible or not function properly.
We also use other tracking technologies such as web beacons, pixel tags, and local storage objects. These technologies serve similar purposes to cookies and are subject to similar controls and preferences.
Our business operations and service providers may be located in countries outside your country of residence, including countries that may not provide the same level of data protection as your home country. When we transfer your personal information internationally, we ensure appropriate safeguards are in place to protect your information.
For transfers of personal information from the European Economic Area (EEA) or the United Kingdom to countries that have not been deemed to provide an adequate level of data protection by the European Commission, we rely on the following safeguards:
• Standard Contractual Clauses: We use Standard Contractual Clauses approved by the European Commission, which provide contractual guarantees around the transfers of personal data
• Adequacy Decisions: We may transfer data to countries that have been deemed by the European Commission to provide an adequate level of data protection
• Binding Corporate Rules: Where applicable, we may rely on Binding Corporate Rules approved by relevant data protection authorities
• Other Appropriate Safeguards: In certain circumstances, we may rely on derogations specified in Article 49 of the GDPR, such as your explicit consent or where the transfer is necessary for the performance of a contract
By using our services, you acknowledge that your personal information may be transferred to and processed in countries outside your country of residence. For more information about international data transfers or to obtain a copy of the safeguards we have in place, please contact us using the details provided below.
We reserve the right to modify, update, or replace this Privacy Policy at any time to reflect changes in our practices, technology, legal requirements, or for other operational reasons. Any changes to this Privacy Policy will be effective immediately upon posting the updated version on our website.
We will notify you of any material changes to this Privacy Policy by:
• Posting a prominent notice on our website
• Sending an email notification to the email address associated with your account
• Displaying a notification when you log in to your account
• Updating the "Last Updated" date at the top of this Privacy Policy
We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your personal information. Your continued use of our services after any changes to this Privacy Policy constitutes your acceptance of such changes. If you do not agree with any modifications to this Privacy Policy, you must immediately cease using our services and close your account.
If we make changes that materially affect your rights under this Privacy Policy, we will provide at least 30 days' advance notice before the changes take effect, where required by law. In such cases, you will have the opportunity to object to the changes or close your account before the new policy takes effect.
If you have any questions, concerns, or requests regarding this Privacy Policy or our data processing practices, please contact us using the following information:
Neosurf
847 Banksia Terrace
South Brisbane QLD 4101
Australia
For inquiries related to privacy, data protection, or to exercise your rights under applicable data protection laws, you may also visit our Contact Page to submit a request or speak with our customer support team.
Data Protection Officer: If you have specific questions about how we handle your personal information or wish to make a complaint about our privacy practices, you may contact our Data Protection Officer through the contact methods provided above.
Supervisory Authority: If you are located in the European Economic Area or the United Kingdom and believe that we have not adequately addressed your concerns, you have the right to lodge a complaint with your local data protection supervisory authority. For residents of Australia, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
We are committed to working with you to obtain a fair resolution of any complaint or concern about privacy. We will investigate and attempt to resolve complaints and disputes regarding use and disclosure of personal information in accordance with this Privacy Policy and applicable data protection laws.
