Privacy Policy

1. Introduction

Lucky Owl Casino (“we”, “us”, “our” or “the Casino”) operates the online gambling platform accessible at https://lucky-owl-casino-australia.com/. We are committed to handling your personal information responsibly and transparently, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) set out in Schedule 1 of that Act.

This Privacy Policy explains what personal information we collect from players and website visitors based in Australia, how we use and store it, to whom we may disclose it, and the rights available to you under Australian law. By registering an account, using our platform, or otherwise interacting with us, you acknowledge that you have read and understood this policy.

If you have any questions about this policy or wish to exercise any of your privacy rights, please contact our Privacy Officer at [email protected].

2. Scope and Application

This policy applies to all personal information we collect about individuals in Australia, whether you are a registered player, a prospective player, or a visitor to our website. It covers information collected through our website, live chat support, email correspondence, and any other means of communication with the Casino.

Lucky Owl Casino is an online gaming platform that has been available to Australian players since 2023. Our platform offers over 150 casino games including pokies, video poker, table games, and scratch cards, all powered by Rival Gaming software. We accept players aged 18 years and over, and we take our legal and ethical obligations around age verification and responsible gambling seriously.

This policy does not apply to third-party websites, payment processors, or other external services that you may access through links on our platform. We encourage you to read the privacy policies of any third parties you interact with in connection with your gaming activity.

3. Information We Collect

3.1 Registration and Account Information

When you create an account with Lucky Owl Casino, we collect the information necessary to establish your identity and comply with our legal obligations under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth). This includes:

• Full legal name
• Date of birth
• Residential address
• Email address
• Mobile or telephone number
• Username and password (stored in encrypted form)

3.2 Identity Verification Documents

To comply with our Know Your Customer (KYC) obligations and prevent fraud, we may request copies of government-issued identification documents. These may include:

• Australian driver’s licence or state-issued photo ID
• Australian passport
• Medicare card or other secondary identification
• Proof of residential address (such as a utility bill or bank statement dated within the last three months)

Failure to provide verification documents when requested may result in restrictions on your account, including the suspension of withdrawal processing, as permitted under applicable law and our Terms and Conditions.

3.3 Financial Information

We collect information about your deposits, withdrawals, and betting activity. Depending on your chosen payment method, this may include partial card details (we do not store full card numbers), transaction reference numbers, and records of cryptocurrency wallet addresses. Lucky Owl Casino supports a range of payment options including Visa, Mastercard, PayPal, Neosurf, Apple Pay, bank transfer, wire transfer, and cryptocurrencies including Bitcoin (BTC), Ethereum (ETH), Litecoin (LTC), Tether (USDT), and USD Coin (USDC).

Full financial card data is processed securely by our third-party payment processors, who are subject to Payment Card Industry Data Security Standard (PCI DSS) compliance requirements. We do not store sensitive card authentication data on our systems.

3.4 Technical and Usage Data

We automatically collect certain technical information when you visit our website or use our platform. This includes:

• IP address and approximate geolocation data
• Browser type and version
• Device type (desktop, tablet, or mobile)
• Operating system
• Pages visited and time spent on each page
• Game play history, session duration, and wagering patterns
• Clickstream data and interaction logs

This data is collected using cookies, web beacons, and similar tracking technologies. Please refer to Section 11 of this policy for more information about our use of cookies.

3.5 Communications Data

If you contact our 24/7 support team by email, live chat, or any other channel, we retain records of that correspondence, including any complaints or service requests submitted. This information helps us resolve disputes, improve service quality, and maintain audit trails as required by applicable law.

3.6 Responsible Gambling Information

If you make use of our responsible gambling tools, including deposit limits, self-exclusion, cooling-off periods, or voluntary account closures, we record and retain that information. This data is used solely to enforce your chosen restrictions and assist in safeguarding your wellbeing. It is not used for marketing purposes.

4. How We Use Your Information

Lucky Owl Casino uses the personal information we collect for the following purposes:

4.1 Providing and Managing Your Account

We use your information to register your account, verify your identity, process deposits and withdrawals, apply bonuses and promotions, and deliver our gaming services to you. This includes managing your participation in our VIP loyalty programme, through which active players may earn access to personalised offers and priority support.

4.2 Legal and Regulatory Compliance

We are required by Australian law to collect and retain certain personal information. Specifically, our obligations under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth) and related AUSTRAC guidelines require us to verify the identity of our customers, monitor transactions for suspicious activity, and report certain transactions to the Australian Transaction Reports and Analysis Centre (AUSTRAC). We may also be required to retain records for a minimum period of seven years to satisfy these obligations.

Where required, we comply with court orders, subpoenas, or other legal processes that require disclosure of personal information.

4.3 Fraud Prevention and Security

We analyse account activity and transaction patterns to detect and prevent fraudulent behaviour, money laundering, multi-accounting, bonus abuse, and other prohibited conduct as outlined in our Terms and Conditions. This processing is necessary to protect the integrity of our platform and the interests of all players.

4.4 Responsible Gambling

We use your gaming activity data to identify patterns that may indicate problem gambling behaviour. In appropriate circumstances, and consistent with our responsible gambling obligations, we may contact you with information about support services or apply account restrictions. We take seriously our duty of care to Australian players.

4.5 Customer Support

We use your contact information and account history to assist with support enquiries, resolve disputes, and maintain service records. Our support team is available around the clock via live chat and email.

4.6 Marketing and Promotions

With your consent, we may send you promotional communications about our bonuses, new game releases, and special events. You can opt out of marketing communications at any time by clicking the unsubscribe link in any email we send, or by contacting us at [email protected]. Opting out of marketing will not affect your account or your access to the platform.

We do not sell or rent your personal information to third parties for their own marketing purposes.

4.7 Platform Improvement

We use aggregated and de-identified usage data to improve our website, game offerings, and overall player experience. This includes analysing which games are most popular, how players navigate the site, and where technical issues arise.

5. Disclosure of Personal Information

We do not share your personal information with third parties except in the circumstances described below.

5.1 Payment Processors

To process your financial transactions, we share limited payment-related information with our payment service providers, including processors for Visa, Mastercard, PayPal, Neosurf, Apple Pay, and cryptocurrency networks. These providers are contractually bound to use your data only to facilitate your transactions and are required to maintain appropriate security standards.

5.2 Identity Verification Services

We may use third-party identity verification providers to assist with our KYC obligations. These providers process your identification documents and return a verification result to us. They are not permitted to retain your documents beyond what is strictly necessary for verification purposes.

5.3 Regulatory and Law Enforcement Authorities

We will disclose personal information to AUSTRAC, the Australian Federal Police, state law enforcement agencies, courts, and other government bodies where we are required or permitted to do so by law. This includes mandatory reporting obligations under anti-money laundering legislation.

5.4 Gaming Software Provider

Our gaming platform is powered by Rival Gaming. In the course of delivering games and ensuring fair play, Rival Gaming may have access to certain technical and gameplay data. This provider operates under strict data processing agreements that limit the use of any such data to platform operation purposes only.

5.5 Professional Advisers

We may share information with our lawyers, accountants, auditors, and other professional advisers on a need-to-know basis and subject to obligations of confidentiality, where such sharing is necessary for the running of our business.

5.6 Business Transfers

In the event of a merger, acquisition, or sale of all or part of our business assets, personal information held by us may be transferred to a successor entity. We will notify you of any such change and, where required by law, seek your consent before transferring your data.

6. Cross-Border Disclosure of Personal Information

Lucky Owl Casino operates internationally, and some of the third parties with whom we share personal information are located outside Australia. Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure that the recipient handles your information in a manner consistent with the Australian Privacy Principles.

By providing us with your personal information, you acknowledge that we may transfer your data to overseas recipients for the purposes described in this policy. Where such transfers occur, we ensure appropriate contractual protections are in place to safeguard your information.

7. How We Protect Your Information

Lucky Owl Casino uses industry-standard security measures to protect your personal information from unauthorised access, alteration, disclosure, and destruction. Our security practices include:

• Transport Layer Security (TLS) / Secure Sockets Layer (SSL) encryption for all data transmitted between your browser and our servers
• Encrypted storage of sensitive account credentials
• Access controls that restrict employee access to personal information on a need-to-know basis
• Regular security audits and monitoring of our systems
• Secure handling procedures for identity documents provided for verification

While we implement robust security measures, no online platform can guarantee absolute security. You are responsible for keeping your account password confidential and for notifying us promptly if you suspect any unauthorised access to your account.

In the event of a data breach that is likely to result in serious harm to individuals, we will comply with our mandatory data breach notification obligations under Part IIIC of the Privacy Act 1988 (Cth), including notifying the Office of the Australian Information Commissioner (OAIC) and affected individuals as required.

8. How Long We Keep Your Information

We retain personal information for as long as necessary to fulfil the purposes for which it was collected, and to satisfy our legal obligations. Specifically:

• Account information and transaction records are retained for a minimum of seven years from the date of your last transaction, consistent with our obligations under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth).
• Identity verification documents are retained for a minimum of seven years from the date of verification.
• Communication records (including support chat logs and email correspondence) are retained for a period of five years.
• Technical and usage data that cannot be linked to an individual is typically anonymised or deleted after 24 months.

After the applicable retention period expires, we will securely destroy or de-identify your personal information.

9. Your Rights Under Australian Privacy Law

Under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, you have a number of rights in relation to the personal information we hold about you.

9.1 Right of Access

You have the right to request access to the personal information we hold about you. To make an access request, please contact our Privacy Officer at [email protected]. We will respond to your request within 30 days. In some circumstances, we may be required or permitted by law to refuse access, in which case we will explain our reasons.

9.2 Right to Correction

If you believe that personal information we hold about you is inaccurate, out of date, incomplete, irrelevant, or misleading, you have the right to request that we correct it. You can update many of your account details directly through your player dashboard, or you may contact our Privacy Officer for assistance.

9.3 Right to Complain

If you are not satisfied with how we have handled your personal information, you have the right to lodge a complaint with us in the first instance. Please direct complaints to [email protected]. We will acknowledge your complaint within five business days and endeavour to provide a substantive response within 30 days.

If you are unsatisfied with our response, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992.

9.4 Opting Out of Direct Marketing

You may opt out of receiving direct marketing communications from us at any time. We will give effect to any opt-out request within a reasonable time, and no later than five business days where practicable, in accordance with the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth).

10. Responsible Gambling and Player Protection

Lucky Owl Casino is committed to promoting responsible gambling among its Australian players. We recognise that for some individuals, gambling can become problematic, and we take active steps to support player wellbeing.

We do not permit any person under 18 years of age to register or play on our platform. Age verification is carried out as part of the account registration and KYC process. If we have reasonable grounds to suspect that an account holder is under 18, the account will be suspended immediately pending verification.

We provide voluntary responsible gambling tools, including the ability to set deposit limits, session time limits, and self-exclusion periods. If you wish to self-exclude from our platform, please contact [email protected] or use the responsible gambling tools available in your account settings.

For additional support, we encourage Australian players to contact the National Gambling Helpline on 1800 858 858 (available 24 hours a day, 7 days a week) or visit www.gamblinghelponline.org.au.

11. Cookies and Similar Technologies

Our website uses cookies and similar tracking technologies to enhance your browsing experience, analyse site traffic, and personalise content. Cookies are small text files stored on your device when you visit a website.

We use the following categories of cookies:

• Strictly necessary cookies: These are essential for the website to function correctly and cannot be disabled. They include cookies that manage your login session and remember your preferences during a visit.
• Performance and analytics cookies: These cookies help us understand how visitors interact with our website by collecting and reporting information anonymously. We use this data to improve our platform.
• Functional cookies: These cookies allow us to remember choices you make (such as your preferred language or display settings) and provide enhanced features.
• Marketing cookies: With your consent, these cookies track your activity across our website to help us deliver relevant promotional content.

You may manage your cookie preferences through your browser settings at any time. Please note that disabling certain cookies may affect the functionality of our website. For more information about how to manage cookies on popular browsers, please visit www.aboutcookies.org.

12. Children

Lucky Owl Casino is strictly for adults aged 18 years and over. We do not knowingly collect personal information from anyone under the age of 18. If you become aware that a minor has provided us with personal information, please contact us immediately at [email protected] so that we can take appropriate steps, including deleting the information and closing the account.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will post the updated policy on our website and, where appropriate, notify you by email. We encourage you to review this policy periodically to stay informed about how we handle your personal information. Your continued use of our platform following any update constitutes your acceptance of the revised policy.

14. How to Contact Us

If you have any questions, concerns, or requests relating to this Privacy Policy or the personal information we hold about you, please contact our Privacy Officer using the details below.

Lucky Owl Casino

Website: https://lucky-owl-casino-australia.com/

Email (Privacy enquiries): [email protected]

Email (General support): [email protected]

Customer Support: Available 24/7 via live chat on our website

If you are not satisfied with our response to a privacy complaint, you have the right to contact the Office of the Australian Information Commissioner (OAIC):

Office of the Australian Information Commissioner

Website: www.oaic.gov.au

Phone: 1300 363 992

GPO Box 5218, Sydney NSW 2001