Grosvenor Casino Manchester Bury New Road Privacy Policy

Privacy at Grosvenor Casino Manchester Bury New Road

At Grosvenor Casino Manchester Bury New Road, we process personal information to operate our land-based casino safely, manage membership and payments, meet regulatory obligations and provide connected online casino, poker and sports services where these are used. Personal data connected with visits to our physical casino is handled under the Grosvenor Casinos retail privacy framework, while digital account activity is covered by the Rank Interactive privacy framework. We apply technical and organisational safeguards to protect the information we hold and restrict its use to appropriate operational, legal, regulatory, security and service purposes. We also provide customers with privacy rights covering access, correction, restriction, deletion and portability where the applicable conditions are met.

Personal Data Collected by Grosvenor Casino Manchester Bury New Road

The information we collect depends on how a customer interacts with Grosvenor Casino Manchester Bury New Road and the wider Grosvenor services. A visit to our physical casino can generate different information from an online casino, poker or sportsbook session, while membership and Grosvenor One can connect certain elements of the customer relationship. We collect information that is reasonably required to provide services, administer accounts and payments, protect customers, verify identity and source of funds, prevent fraud and comply with our legal and regulatory responsibilities.

Categories of Personal Information

• • Identity information: this can include a customer's name, age, date of birth, gender, photograph or image and other information used to establish identity.
• • Contact information: we may hold a home address, telephone number, email address and other contact details supplied during registration, account management or communication with our team.
• • Casino registration information: information can be collected when a guest registers at our casino, receives a Grosvenor registration number or uses membership services.
• • Membership and account information: for Grosvenor One and digital services, we can process usernames, membership details, account credentials, preferences and information connected with the management of an account.
• • Casino activity: information generated through activity in our physical casino can form part of the customer record where it is necessary for membership, gaming, promotional, safer-gambling, security or regulatory purposes.
• • Gaming and betting information: digital services can record wagers, casino-game activity, poker participation, sportsbook transactions, deposits, withdrawals, bonuses and other interactions with our products.
• • Payment information: depending on the service used, this may include bank-account details, PayPal details and selected payment-card information. Our online privacy notice specifies that payment-card information can include the first six and last four digits rather than the complete card number.
• • Identity-verification information: we may request photographic identification and supporting documentation to confirm a customer's age, identity, address or other required details.
• • Source-of-funds and financial information: regulatory and safer-gambling checks can require information about income, employment, savings, bank transactions or the source of money used for gambling.
• • Affordability information: where appropriate, information may be used or obtained to help us understand whether the level of gambling activity is consistent with a customer's financial circumstances.
• • CCTV images: CCTV operates throughout our physical casino premises and may record guests while they are inside the venue.
• • Device information: when digital services are used, we may process information such as an IP address, MAC address, device model, operating system, browser type, browser version, time zone and browser configuration.
• • Location information: technology can be used to determine or verify location where this is required for permitted-territory checks, security, identity verification or the delivery of relevant digital services.
• • Website and app activity: information can include pages viewed, links followed, response times, errors, time spent on pages, scrolling, clicks, wagers and methods used to navigate through our services.
• • Customer-service communications: information is collected when customers contact us in person, by email, telephone, live chat or other supported communication channels. Calls to support teams may be recorded.
• • Social-media interactions: where a customer communicates or interacts with us through social channels, relevant information relating to that interaction may be processed.
• • Survey and research information: responses provided through customer-satisfaction surveys, market research or similar programmes may be retained for the purposes explained at the time.
• • Marketing preferences: we keep information about whether a customer has chosen to receive particular forms of marketing and can update those preferences when requested.
• • Information from verification providers: external organisations may provide information used to confirm age, identity, address, source of funds, financial circumstances or potential fraud risks.
• • Publicly available information: where required for regulatory, fraud-prevention or safer-gambling purposes, information may be checked against sources such as Companies House, the electoral roll, property information, insolvency records and publicly accessible social-media content.
• • Self-exclusion and safer-gambling information: we may process information connected with account restrictions, self-exclusion schemes and indicators of potential gambling-related harm so that appropriate protections can be applied.
• • Sensitive information: a customer may tell us about physical or mental health circumstances or gambling-related difficulties. Such information is treated as sensitive and used for appropriate support and protection purposes.

How Grosvenor Casino Manchester Bury New Road Uses Personal Data, Identity Checks and Cookies

We use personal information at Grosvenor Casino Manchester Bury New Road primarily to provide and administer our services. This includes maintaining customer and membership records, processing supported payments, responding to enquiries, administering casino and digital accounts, providing games, managing promotions and communicating important changes to our services. Information about how customers use digital products can also help us personalise features, understand service performance and improve the overall experience across online casino, poker and sports products.

Identity and age verification are important parts of our privacy and regulatory framework. We may check information supplied by a customer against external databases and specialist verification providers to establish identity, age, address and other required details. These checks also help us prevent fraud, financial crime, account misuse and other unlawful activity. Where appropriate, verification providers can carry out searches using information available to them, and a verification or affordability search may leave a soft-search record on a credit file without affecting the customer's credit score.

Source-of-funds and affordability checks can require additional financial information. Depending on the circumstances, we may ask for documentation such as bank statements, payslips or evidence showing how savings or other funds were obtained. The purpose is to satisfy regulatory obligations, understand the source of gambling funds and support safer-gambling processes. We seek information relevant to the particular check rather than treating these documents as ordinary marketing data.

Our online services use cookies and related technologies to operate digital features, recognise users, retain appropriate preferences, analyse how our services are used and improve website performance. Technologies such as analytics tools can record page visits, navigation, clicks, interactions and technical information about a browser or device. Cookies and similar technologies may also support authentication, personalisation, measurement and relevant advertising where permitted by the applicable settings and consent requirements.

Technical tracking is not limited to traditional browser cookies. Digital services can use technologies such as pixels, web beacons and comparable identifiers to understand interactions with websites, apps or marketing communications. We also use information such as IP address, device details and location indicators for purposes that can include security, permitted-territory checks, fraud prevention and service personalisation. Customers can manage applicable cookie and marketing preferences through the controls made available for the relevant service, although blocking essential technologies can affect the operation of some features.

Who Grosvenor Casino Manchester Bury New Road May Share Personal Data With

We keep customer information confidential but may disclose relevant personal data when this is necessary to operate Grosvenor Casino Manchester Bury New Road and our connected digital services, meet legal and regulatory duties, process payments, protect customers or prevent unlawful activity. Data is not shared simply because another organisation would like access to it. Where suppliers process information for us, appropriate contractual and organisational safeguards are used to support the required level of data protection.

Examples of Data Recipients

• • Companies within The Rank Group: information may be shared between appropriate Rank Group companies for administration, service delivery, customer protection and other permitted purposes.
• • Authorised personnel: members of our team can access information where it is required for their role, such as registration, payments, customer support, security, compliance or safer gambling.
• • IT and technology suppliers: providers supporting our systems, software, infrastructure and digital services may process information where this is necessary to provide their contracted services.
• • Payment providers and banks: relevant information is shared with organisations involved in deposits, withdrawals, payment processing, card services and financial transactions.
• • Game providers: when online games are supplied by third-party gaming companies, selected account information can be shared so the game can operate and the customer can be correctly identified within the service.
• • Identity and fraud-prevention providers: specialist organisations can receive or supply information to verify identity, age and source of funds and to identify fraud or unlawful activity.
• • Credit-reference and verification agencies: providers used for verification and affordability processes can include major credit-reference and identity-checking organisations. Applicable searches are performed for verification or regulatory purposes rather than as ordinary applications for credit.
• • Analytics providers: specialist technology companies can process online usage information to help us measure performance, understand how customers interact with our digital services and improve those services.
• • Advertising and marketing partners: selected partners and advertising platforms can process relevant information for permitted marketing and measurement activities, with consent used where required.
• • Self-exclusion schemes: information can be received from or supplied to appropriate schemes where this is necessary to apply a customer's self-exclusion choices.
• • Customer-protection schemes: information can be processed through recognised industry arrangements intended to identify and protect people displaying high-risk gambling behaviour where the required conditions are met.
• • Regulators: information may be provided to gambling, data-protection or other regulatory authorities where we are legally or regulatorily required to do so.
• • Police and law-enforcement authorities: personal information can be disclosed where there is an appropriate legal basis and valid authority for the request.
• • Courts and statutory authorities: data may be disclosed where required by legal proceedings, statutory obligations or legally valid orders.
• • Sporting bodies: information may be disclosed in circumstances involving sporting-integrity issues connected with betting activity.
• • Professional and legal advisers: lawyers and other professional advisers can receive relevant information where this is necessary to protect or defend our legitimate interests.
• • Other casinos and appropriate organisations: information about suspected cheating, collusion, fraudulent behaviour or other unlawful or improper activity can be shared where permitted and necessary.
• • Potential business purchasers: if all or part of the relevant business or its assets is sold, transferred or reorganised, customer information can form part of that transaction under appropriate safeguards.

International Data Transfers

• • Some service providers may operate or process information outside the country in which a customer uses our services.
• • Where an appropriate level of protection is not already recognised, additional contractual or legal safeguards are used for relevant international transfers.
• • These measures can include recognised standard data-protection clauses and other mechanisms intended to maintain appropriate protection for personal information.

Data Security, Retention and Customer Rights at Grosvenor Casino Manchester Bury New Road

At Grosvenor Casino Manchester Bury New Road, we use reasonable technical and organisational measures designed to prevent the loss, misuse or unauthorised alteration of personal information. Protection applies to information generated through our physical casino as well as data handled through connected membership and digital services. Access to information is limited according to operational requirements, and organisations processing data on our behalf are subject to appropriate checks and contractual safeguards. Where personal information is transferred internationally and additional protections are required, recognised contractual or legal mechanisms are used. No security system can eliminate every possible risk, so our privacy framework combines technical controls with organisational procedures, verification and ongoing security management.

Personal data is not necessarily deleted immediately after a customer stops using our services. We typically retain relevant personal information for seven years after our relationship with a customer ends so that we can satisfy legal, regulatory, accounting, reporting and anti-money-laundering responsibilities. A relationship may be considered to have ended when an account is closed or after an extended period of inactivity. Information relating to problem gambling, self-protection measures, suspension or termination may be retained for longer where we reasonably consider this necessary. Personal information is no longer used for marketing purposes no later than two years after the customer's last transaction with us, subject to the applicable circumstances and marketing rules.

Customers have rights over how their personal data is processed. These include the right to request a copy of relevant personal information and to have inaccurate data corrected. A customer may also be able to ask us to restrict or stop particular processing, object to processing based on certain legal grounds or request deletion where the conditions for erasure are satisfied. Where processing is based on consent, that consent can be withdrawn for the relevant activity. Marketing preferences can be changed separately, and essential account or service communications may still be sent where they are required to administer the service.

Where the relevant legal requirements are met, customers can request a machine-readable copy of personal data so it can be used with another service provider. For qualifying online information, this may be supplied in a structured format such as CSV, and a direct transfer to another provider can be requested where technically feasible. We aim to respond to privacy-rights requests without undue delay and generally within one month, although unusually complex requests can require additional time. Certain information may lawfully be withheld where an exemption applies, such as where disclosure would reveal another person's information.

A request for deletion does not automatically require us to erase every record. Some information must be retained where legal, anti-money-laundering, regulatory, fraud-prevention, dispute-management or safer-gambling obligations continue to apply. If we cannot fulfil a request in full, the applicable reason can be explained to the customer. A customer who remains dissatisfied with the handling of personal data also has the right to raise the matter with the appropriate data-protection supervisory authority.

Grosvenor Casino Manchester Bury New Road Privacy and Customer Responsibilities

Protecting personal information is a shared process. We are responsible for applying appropriate privacy, security and regulatory controls to the information processed through Grosvenor Casino Manchester Bury New Road and our connected services. Customers also have an important role in keeping account credentials secure, providing accurate information, responding to legitimate verification requests and protecting their own privacy when using casino and digital services. The table below summarises key responsibilities across the customer relationship.