Privacy Policy

Last updated: 27 October 2026

This Privacy Policy explains how Golden Crown collects, uses, stores, discloses and protects personal information in connection with our services offered to users in Australia. It is written in plain language and should be read together with any relevant collection notices, terms and conditions, responsible gambling information, and consent statements presented to you at the point where we collect your information.

By using Golden Crown, creating an account, making a deposit or withdrawal, taking part in any promotion, contacting customer support, or otherwise interacting with our services, you acknowledge that you have read and understood this Privacy Policy.

1. Who we are

Golden Crown is the controller and operator responsible for the handling of personal information described in this Privacy Policy.

Privacy Officer contact details:
Golden Crown Privacy Officer
Email: privacy@goldencrownplay.net
Postal address: Privacy Officer, Golden Crown, Australia

If you contact us about privacy, we will handle your request in accordance with applicable privacy laws and our internal procedures.

2. Scope of this Privacy Policy

This Privacy Policy applies to personal information collected through our website, mobile site, games, promotions, customer support channels, verification processes, payment-related processes, responsible gambling tools, and any other communication with Golden Crown in Australia.

This policy is intended to meet the requirements of the Australian Privacy Principles under the Privacy Act 1988 (Cth), to the extent that they apply to our operations.

3. What personal information we collect

We may collect the following categories of personal information:

• identity information, such as name, date of birth, gender, and username;
• contact information, such as residential address, email address, telephone number, and mailing address;
• account information, such as account ID, login credentials, preferences, language settings, and communication preferences;
• verification information, such as government-issued identity document details, proof of address, and source-of-funds or source-of-wealth information where required;
• transaction information, such as deposit history, withdrawal history, payment method details, and payment verification data;
• technical and device information, such as IP address, device identifiers, browser type, operating system, access times, pages viewed, referral data, and session activity;
• usage information, such as gameplay history, bet history, promotional participation, game preferences, and interaction with support or safer gambling tools;
• responsible gambling and exclusion information, such as self-exclusion status, cooling-off requests, limits, and related communications;
• correspondence and complaint information, such as messages sent to customer support, chat transcripts, complaints, feedback, and dispute records;
• marketing preferences and consents;
• information required to comply with legal, regulatory, anti-money laundering, counter-terrorism financing, fraud prevention, and age verification obligations.

We may also collect sensitive information only where permitted or required by law, or where you have given explicit consent, for example where it is necessary for responsible gambling assessments, dispute handling, compliance checks, or where you voluntarily provide information relevant to a support request.

4. How we collect personal information

We collect personal information directly from you when you:

• register an account;
• verify your identity;
• deposit or withdraw funds;
• use our products or services;
• participate in promotions or bonuses;
• contact our customer support or privacy team;
• submit a complaint, request, or responsible gambling notification;
• complete surveys, forms, or feedback submissions;
• communicate with us by email, live chat, phone, or other channels.

We may also collect personal information from third parties where appropriate and lawful, including:

• identity verification providers;
• payment service providers and financial institutions;
• fraud prevention and risk management providers;
• affiliated businesses and service partners;
• government bodies, regulators, law enforcement, courts, or tribunals where required or authorised by law;
• publicly available sources where relevant and permitted.

5. Why we collect, hold and use personal information

We collect, hold and use personal information for the following purposes:

• to create and manage your account;
• to verify your age, identity, and eligibility to use our services;
• to provide gaming services, account functions, and customer support;
• to process deposits, withdrawals, refunds, and other financial transactions;
• to operate promotions, bonuses, rewards, and loyalty features;
• to detect, prevent and investigate fraud, abuse, collusion, chargebacks, account misuse, and other security incidents;
• to meet legal, tax, regulatory, licensing, anti-money laundering, counter-terrorism financing, and record-keeping obligations;
• to monitor and support responsible gambling, self-exclusion, and safer gambling interventions;
• to improve our products, systems, website performance, and user experience;
• to communicate with you about your account, services, support requests, and policy updates;
• to send marketing communications where permitted and not opted out;
• to resolve complaints, disputes, and chargeback matters;
• to protect our rights, property, staff, users, and business operations;
• to conduct analytics, reporting, auditing, testing, and business planning;
• for any other purpose you consent to or that is otherwise permitted by law.

6. Legal basis and lawful grounds

Where relevant, we process personal information because it is necessary to:

• perform our contract with you;
• comply with legal obligations;
• pursue our legitimate business interests, provided those interests do not override your rights and freedoms;
• protect your vital interests or those of another person;
• carry out tasks in the public interest where applicable;
• rely on your consent where consent is the appropriate basis.

Where we rely on consent, you may withdraw it at any time, subject to legal or operational limitations.

7. Cookies and similar technologies

We use cookies, local storage, pixels, SDKs, tags and similar technologies to operate the website, remember preferences, authenticate sessions, maintain security, improve performance, understand usage, and support marketing and analytics where permitted.

These technologies may collect technical and usage data such as device identifiers, browser settings, IP address, session duration, page interactions, and referring pages. You may be able to control cookies through your browser or device settings, but disabling certain cookies may affect functionality and performance.

8. How we store personal information

We store personal information in secure electronic systems, databases, cloud-based environments, archived records, and paper records where necessary. We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.

These steps may include access controls, encryption, secure authentication, logging and monitoring, staff training, data minimisation, segregation of duties, and periodic security reviews.

9. How we disclose personal information

We may disclose personal information to:

• our related entities, affiliates, and group companies;
• technology vendors, hosting providers, cloud service providers, analytics providers, and security providers;
• payment processors, banks, card schemes, and financial service providers;
• identity verification, sanctions screening, fraud prevention, and compliance service providers;
• customer support, communications, and CRM service providers;
• professional advisers, auditors, insurers, and consultants;
• regulators, licensing bodies, law enforcement, courts, tribunals, and government agencies;
• other parties where you instruct us to do so;
• other parties where disclosure is necessary or authorised by law.

We may also disclose personal information where required to investigate suspected unlawful activity, enforce our terms, protect our rights, support responsible gambling, prevent fraud, or respond to a serious and immediate threat to health or safety.

10. Overseas disclosure

Some of our service providers, systems, and personnel may be located outside Australia. As a result, personal information may be disclosed to overseas recipients or stored in overseas data centres.

Where practical, and subject to operational and legal arrangements, personal information may be disclosed to recipients located in the following countries or regions:

• New Zealand;
• Singapore;
• Hong Kong SAR;
• the United Kingdom;
• the European Economic Area;
• the United States of America;
• Canada.

We will take reasonable steps to ensure that overseas recipients handle personal information in a manner consistent with applicable privacy requirements and our contractual obligations, though local laws in those jurisdictions may differ from Australian law.

11. Data retention

We keep personal information only for as long as reasonably necessary for the purposes for which it was collected, or as required or permitted by law, regulation, licence conditions, tax rules, accounting rules, dispute resolution obligations, fraud prevention, and record-keeping requirements.

When personal information is no longer required, we will take reasonable steps to de-identify or securely destroy it, unless retention is required by law or for legitimate business reasons.

12. Marketing communications

If permitted by law, we may send you promotional messages about bonuses, products, features, and offers that may be of interest to you. We will only do this where appropriate consent has been given or where otherwise permitted by law.

You may opt out of marketing communications at any time by using the unsubscribe mechanism included in the message, changing your account settings if available, or contacting our support team. Even if you opt out of marketing, we may still send you service messages, account notices, payment confirmations, security alerts, and legally required communications.

13. Responsible gambling and self-exclusion

Golden Crown is committed to responsible gambling. We may collect and process information related to deposit limits, time-out settings, self-exclusion requests, behavioural monitoring, and interactions with support teams or responsible gambling tools.

Where appropriate, we may use this information to help detect signs of harm, encourage safer play, restrict access, or comply with self-exclusion measures and other legal or regulatory obligations.

If you need help with gambling-related harm in Australia, you may contact Gambling Help Online, which provides free, confidential 24/7 support across Australia by phone on 1800 858 858 or through its online chat service. You may also contact the Australian Government’s BetStop – the National Self-Exclusion Register if you wish to exclude yourself from regulated online gambling services in Australia.

14. Access to your personal information

You may request access to the personal information we hold about you. We will take reasonable steps to respond to your request within a reasonable time and in accordance with applicable law.

Before granting access, we may need to verify your identity. In some cases, access may be refused or limited where permitted by law, for example where disclosure would unreasonably affect another person’s privacy, breach legal obligations, prejudice an investigation, or expose confidential information.

To request access, contact our Privacy Officer using the details provided in this policy.

15. Correction of personal information

If you believe personal information we hold about you is inaccurate, out of date, incomplete, irrelevant, or misleading, you may request that we correct it. We will take reasonable steps to correct the information where appropriate.

If we refuse to make a requested correction, we will explain why and, where appropriate, note your request on our records.

16. Complaints

If you believe we have mishandled your personal information, you may lodge a complaint with our Privacy Officer. Please include your name, contact details, a clear description of the issue, relevant dates, and any supporting information that may assist our investigation.

We will acknowledge your complaint and investigate it in a timely manner. We may contact you for additional information. Once our review is complete, we will inform you of the outcome and any steps we will take.

If you are not satisfied with our response, you may be able to raise the matter with the Office of the Australian Information Commissioner.

17. Security

We use reasonable administrative, technical and physical safeguards designed to protect personal information. Despite these measures, no system can be guaranteed to be completely secure, and transmission of information over the internet is always at some level of risk.

You are responsible for keeping your login details confidential, using a secure device, and notifying us immediately if you suspect unauthorised access to your account.

18. Children and minors

Our services are intended only for adults aged 18 years or over and are not directed to children or minors. We do not knowingly collect personal information from persons under 18 years of age for the purpose of providing gaming services.

If we become aware that personal information has been collected from a minor in connection with our services, we will take appropriate steps to delete or restrict the information, subject to legal requirements.

19. Third-party websites and services

Our services may integrate with, or rely on, third-party tools and service providers. If you interact with a third-party service through our platform, their privacy terms may also apply. We are not responsible for the privacy practices of third parties outside our control.

20. Automated decision-making and profiling

We may use automated systems to support fraud detection, security monitoring, account risk assessment, responsible gambling controls, and compliance processes. These systems may help identify unusual activity or patterns that require review by our staff.

Where automated processing is used, we apply human oversight where appropriate and take reasonable steps to ensure decisions are fair, relevant, and proportionate.

21. Direct collection from you and choice not to provide information

In some circumstances, if you do not provide certain personal information, we may not be able to create or maintain your account, verify your identity, process transactions, meet legal obligations, or provide some or all of our services.

Where information is optional, we will normally tell you that you can choose whether to provide it.

22. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, technology, service providers, or business operations. When we do so, we will publish the updated version with a revised “Last updated” date.

If changes are material, we may also provide additional notice through our website, account messages, or email where appropriate.

23. Contact us

If you have any questions about this Privacy Policy, want to exercise your privacy rights, wish to make a complaint, or need help understanding how we handle your information, please contact:

Golden Crown Privacy Officer
Email: privacy@goldencrownplay.net
Postal address: Privacy Officer, Golden Crown, Australia

For privacy complaints in Australia, you may also contact the Office of the Australian Information Commissioner.

24. Important notice for Australian users

This Privacy Policy is designed for users in Australia and is intended to be read in a manner consistent with the Privacy Act 1988 (Cth) and the Australian Privacy Principles where applicable. If any part of this policy is inconsistent with a mandatory legal requirement, that requirement will prevail to the extent of the inconsistency.

Golden Crown thanks you for taking the time to read this Privacy Policy.