Privacy policy

Last updated: 27.05.2024

Welcome to Dreamfortuna Casino, where your privacy is our priority. In today’s digital age, the protection of your personal information has never been more crucial. Our Privacy Policy is crafted with your security in mind, ensuring that your data is handled with the utmost care and respect. At Dreamfortuna, we understand the importance of transparency. We want you to feel informed and comfortable with how we collect, use, and protect your personal information. Our policy outlines the types of data we collect, how it’s used to enhance your gaming experience, and the measures we take to safeguard it.

1 Introduction

1.1 This Privacy Policy, which was last updated on 27/05/2024, sets out the data processing practices carried out by Dreamfortuna. Here at Dreamfortuna Casino we like making things simple and easy for our customers and that includes being clear, transparent, and open about what we collect, and how and why we use the data we collect, so this page goes into great detail.
1.2 Our Policy explains how we use your personal data, whether you are just visiting, making a deposit, or playing one of our games. This policy includes information you may not already know about your data privacy rights, the circumstances in which we share and obtain information about you, and how we use it to personalize the marketing you receive, so please take time to read all the sections carefully.
1.3 If we make any material updates to this Policy, we will inform you.
1.4 Please note that all our employees undertake regular training on Information Security and are required to comply with confidentiality obligations as well as internal policies and procedures whenever they handle your information.
1.5 We hope you will find this page helpful, but should you have any concerns or questions, regarding Data Protection, please feel free to contact our Data Protection Officer at [email protected]

2 Privacy policy promise

2.1 Dreamfortuna will always value and respect the privacy of each and every one of its customers. Your privacy is important both to you and to us and we make the following promise to you:
2.2 Dreamfortuna is committed to protecting your privacy. We believe in using your personal information to make things simpler and better for you. We will always keep your personal information safe. We’ll be clear and open with you about why we collect your personal information and how we use it. Where you have choices or rights, we’ll explain them to you and respect your wishes.
2.3 In order to make a withdrawal, a player must play through active deposited amounts at least once prior to withdrawal. This procedure is in line with anti-money laundering practices.
2.4 The Company reserves the right to use additional procedures and means to verify a client’s identity (Know Your Client) when effecting deposits into the account. This could include (but is not limited to) a selfie with a document or form of identification. In order to verify a player`s account, casino management requires documents (ID, payment systems, utility bills etc) in Latin or Cyrillic alphabet. In case a player doesn’t have an opportunity to provide documents in the above-mentioned alphabet, the Casino reserves the right to demand video verification where the player shows his/her documents.
2.5 The Company reserves the right to make a phone call to the number provided in the client’s account, which can be a necessary part of the KYC procedure. Until the account is fully verified, no payouts will be processed.

3 What personal information is gathered and when

3.1 While registering an account:

3.1.1 your personal details, such as your name, email address, postal address, telephone or mobile number, gender or date of birth;
3.1.2 photographic identification and proof of address documents (to carry out due diligence)
3.1.3 banking and financial details (to establish the source of funds where a transaction is involved)
3.1.4 your account login details, such as your username and password

3.2 Through your use of our Services:

3.2.1 information about how you interact with our products
3.2.2 information about your online browsing behavior on the Website – please see our Cookies Policy for more details;
3.2.3 information about any devices you have used to access our Services (such as model, operating system, IP address, browser type, mobile device identifier)
3.2.4 recording phone calls – we may monitor or record phone calls with you. We might do this to check that we have carried out your instructions correctly; to resolve queries or issues; for regulatory purposes; to help improve our quality of service; to help us train our staff, or to help detect or prevent fraud or other crimes
3.2.5 information you shared with us voluntarily or else, made public, like social media profiles

3.3 Special categories of data

3.3.1 personal data collected by Dreamfortuna.com may include so-called 'special categories of data', such as data revealing health (responsible gambling related) (see Section «Why do we collect your Personal Data and on what basis»).
3.3.2 we have in place additional measures to protect your sensitive personal data and its confidentiality (see Section «Security of your data and confidentiality»).

4 Why do we collect your personal data and on what basis?

4.1 We recognize the trust and confidence our customers place in us as a service provider. In return, Dreamfortuna is open about why we collect your data. First and foremost, collecting your information is essential for providing you the services and products you want. In addition, your data is used to personalize and improve your experience using our services, and to contact you from time to time with important information. In some cases, we need to collect and use your information to comply with the law. Under data protection laws, we also need to identify a specified lawful basis upon which we are processing your personal information. We rely on different bases for different processing activities.
4.2 Under the contract – when it is necessary for the performance of a contract to which you are a party. Our T&Cs, which you have accepted at registration, set out the terms of the contract and the services we will provide:

4.2.1 To make our services available to you as part of our contract to provide gaming and betting services, activities, or online content, to provide you with information about them and to deal with your requests and inquiries;
4.2.2 for ‘service administration purposes’, such as password reminders, service messages, such as site maintenance, updates to our Privacy and Cookies Policy or T&Cs, to let you know if your Dreamfortuna account has become dormant and to ask if you would like to use it again before we close it;
4.2.3 to process your transactions;

4.3 Under legitimate interests – It is necessary to process your data for the purposes set out below, except where our interests are overridden by the interests, rights or freedoms of affected individuals (such as you). To determine if we can process your data on this basis, we shall consider a number of factors, such as what you were told at the time you provided your data, what your expectations are about the processing of the data, the nature of the data, and the impact of the processing on you.

4.3.1 To personalize your experience to offer a more relevant, tailored service; for instance, we could use your playing history to provide personalized recommendations and products; If you are signed in or subscribed to our marketing offers, you will receive a personalized service. If you don’t want to receive these services you can unsubscribe from marketing offers, or disable personalization by contacting our Customer Service or sending an email to our Data Protection Officer.
4.3.2 To improve our services and products to provide you with the most user-friendly online navigation experience; for analysis and research purposes so that we may improve the services offered by Dreamfortuna; testing new systems and checking upgrades to existing systems; evaluating the effectiveness of marketing and for market research and training; customer modeling, statistical and trend analysis, with the aim of developing and improving products and services.
4.3.3 To contact and interact with you contact you about our services, for example by phone, email or post or social media; manage promotions and competitions you choose to enter; invite you to take part in and manage customer surveys, questionnaires and other market research activities carried out by Dreamfortuna and by other organizations on our behalf (We carry out market research to improve our services, however, if we contact you about this, you do not have to take part in the activities. If you tell us that you do not want us to contact you for market research, we will respect this choice and this will not affect your ability to use our services); Respond to your queries and complaints.
4.3.4 To make your game safer and more enjoyable to deter, prevent or detect the use of third-party software in peer-to-peer gambling; to deter, prevent, or detect any activities conducted in breach of our T&Cs; to perform affordability checks to ensure you have sufficient funds to use our Services.

4.4 Special categories of data

4.4.1 We will only process such data if: you have given us your explicit consent; it relates to personal data which you have made public; it is necessary for the establishment, exercise or defense of legal claims; is necessary for reasons of substantial public interest, on the basis of European Union or Member State law.

5 When do we share your personal information?

5.1 Generally, we do not share your personal information with third parties outside the Company/s group for marketing purposes. However, there are circumstances when we share your personal data with other companies, with third parties that provide services to you on our behalf, and with other third parties in the course of complying with our legal obligations. Other examples of when we share your personal information include when we enter any kind of merger or business sale, as customers’ personal information is likely to be included in the sale/transfer. We would inform you prior to affecting such transfer of personal data. Even when it is shared, we ensure that your personal information will only be used for the purposes outlined in this Privacy policy.
5.2 We may share personal data with third parties in the following circumstances:

5.2.1 when ordered to do so by any regulatory body and/or under any legal provision contained in the governing law;
5.2.2 we may instruct and authorize the Financial Institution with which an Account Holder’s account is held to disclose any information as may be requested by the Regulator in respect of an Account Holder’s account;
5.2.3 in order to establish, exercise, or defend our legal rights;
5.2.4 for verification, affordability checks, and fraud detection purposes, we may transfer your personal data to third parties;
5.2.5 with service providers to enable us to provide our services, such as companies that help us with technology services, storing and combining data, and processing payments or providing relevant online advertising for our products and services;
5.2.6 with external auditors who may carry out independent checks as part of our accreditations;
5.2.7 to an organization we sell or transfer (or enter into negotiations to sell or transfer) any of our businesses or any of our rights or obligations under any agreement, we may have with you. If the transfer or sale goes ahead, the organization receiving your personal data can use your personal data in the same way as us;
5.2.8 to any other successors in title to our business;
5.2.9 with the relevant regulator regarding the self-exclusion issues.

6 How long will Dreamfortuna.com keep my data?

6.1 We will only retain your information for as long as needed to fulfill the purposes for which they are collected.
6.2 While you are a customer, we will need to retain your information to meet our legal and contractual requirements. However, when you cease using Dreamfortuna Services, we will still retain your personal information for a period of time. There are several reasons why we retain your information, these include:

6.2.1 to comply with legal obligations under EU/local laws (for example, anti-money laundering regulations, or licensing regulations);
6.2.2 to establish or defend legal claims (for example negligence claims) which could be made against us;
6.2.3 to comply with our contractual obligations and rights in relation to the information involved;
6.2.4 our legitimate interests where we have carried out balancing tests;
6.2.5 to comply with guidelines issued by relevant data protection authorities.

7 Your rights & choices over your personal information

7.1 We appreciate that by law and subject to certain conditions, you have a number of rights concerning the personal information we hold about you. If you wish to exercise these rights, you should contact our Data Protection Officer at our email [email protected] These rights include the right to access, amend and erase the personal information we hold about you, the right to object to the processing of your data, the right to withdraw consent, and the right to data portability. You also have the right to complain to your data protection authority if you are concerned with how we process your information. In addition, you have certain rights relating to automated decision-making and ‘profiling’.
7.2 The personal information we ask for on registration is compulsory (unless indicated in the forms as optional) and we need it to be able to process your registration, contact you and comply with gambling and financial laws to which you are subject. Unfortunately, therefore, if you do not want to provide such personal information, you will not be able to use our services.
7.3 Right to access and rectify the information we hold about you. You have a right to request a copy of the personal information we hold about you, known as a data subject access request. You also have the right to request that information we hold about you that may be incorrect, or which has been changed since you first told us, is updated or removed. These requests are free of charge and can be sent by email to our Data Protection Officer or by contacting Customer Services at our email [email protected]
7.4 Right to delete your data. In some circumstances, you can ask us to erase the personal information we hold about you (‘the right to be forgotten’). This includes when:

7.4.1 the information is no longer necessary in relation to the purpose for which it was collected (as explained in our privacy notice);
7.4.2 if you previously gave consent to the use of your information, but decide to withdraw it and we cannot justify another legal ground for using it under data protection law;
7.4.3 we process your information based on our legitimate interests and we cannot demonstrate overriding legitimate grounds to continue processing the information;
7.4.4 we don’t have a lawful ground under data protection law to process your information;
7.4.5 the data has to be erased to comply with a legal requirement;

7.5 Right to restrict processing. You have the right to ask us to restrict (‘block’ or ‘suppress’) the processing of your personal information. When processing is restricted, we can still store your information, but will not use it further. We keep lists of people who have asked for further use of their information to be ‘blocked’ to make sure the restriction is respected in the future. This right is available to you when:

7.5.1 you dispute the accuracy of the personal information (while we verify matters);
7.5.2 the processing is unlawful, and you object to the erasure of the information and request that we restrict processing instead;
7.5.3 we no longer need the data, but you require it to establish, exercise or defend a legal claim; and
7.5.4 we process your information for our legitimate business interests but you object and while we verify the grounds for continued processing.

7.6 Right to Data Portability. You have the right to receive personal information you provide to us, in a ‘commonly used machine-readable format’. This allows you to obtain and reuse your information for your own purposes across different services. For example, if you decide to switch to a different provider, this enables you to move, copy or transfer your information easily between our IT systems and theirs safely and securely, without affecting its usability. This is not a general right, however, and only arises when the processing of your information is:

7.6.1 based on your consent or where it is necessary for the performance of a contract, and
7.6.2 when the information is processed by solely by automated means.

7.7 Right to object. Based on your particular situation, you can object to the processing of your personal information, that is:

7.7.1 based on our legitimate business interests (including profiling); or
7.7.2 done for research and statistical purposes.

7.8 Right to withdraw consent. When we rely on your consent as the basis to process your personal information – such as for sales and marketing communications – you have the right to withdraw your consent at any time. We’ll always strive to make it easy for you to withdraw consent by choosing an “unsubscribe” option in every communication you receive from us. If you find this isn’t the case, then just get in touch with our Data Protection Officer at email [email protected], and we’ll try to fix things as soon as possible.
7.9 Rights related to automated decision-making, including profiling. We sometimes use systems to make automated decisions based on your personal information. This helps us to make sure our decisions are quick, fair, efficient and correct, based on what we know. These automated decisions can affect the products, services or features we may offer you now or in the future, or the ability to use our services.

7.9.1 tailoring products and services – we may place you in groups with similar customers (segments) to study and learn about preferences and your needs, and offer a more tailored experience for you;
7.9.2 detecting fraud – we use your personal information to help decide and detect if your account may be being used for fraud or money laundering. If we think there is a risk of fraud, we may block or suspend the account;
7.9.3 opening account – when you open an account with us, we check that the product or service is relevant for you, based on what we know. We also check that you meet the conditions needed to open the account. This may include checking age, residency, nationality or financial position;
7.9.4 risk assessment connected to your bet.

Data protection law seeks to safeguard individuals against harm that may arise from decision-making – including profiling – that takes place without human intervention. You have the right not to be subject to a decision – including profiling – when it is based on the automated processing of your personal information and it has a legal effect or a similarly significant effect on you. Please note that the right does not apply when the processing is:

necessary for entering into or for the performance of a contract with you; or
when it is authorized by law; or
when it is based on your explicit consent.

Any requests relevant to this Section must be addressed to our Data Protection Officer at email [email protected] We will respond to any of your requests relevant to this Section without delay and within one month of receipt of the request. Upon prior notice, this period may be extended by a further one (1) month if necessary, taking into account the complexity of the request and the number of any other pending requests. In case of rejection of your request, we will provide relevant justification. If your request does not meet the requirements of the data protection law, we reserve the right either to: (a) impose a reasonable fee, taking into account the administrative costs of providing the information or communicating or executing the requested action; or (b) reject your request.

8 Security of your data and confidentiality

8.1 We are committed to protecting the personal information you entrust to us. We take all reasonable steps to ensure that all information collected through Dreamfortuna is treated securely and in line with this Privacy Policy and strict data protection standards. Accordingly, we have adopted robust procedures and technologies to protect your data from unauthorized access and improper use.
8.2 Our payment providers encrypt your credit card details. We are dedicated to protecting our customers’ confidential information and, as part of doing so, we are collaborating only with top payment providers.
8.3 The security of our systems and applications is tested several times per year by third-party security experts. Furthermore, we have an Intrusion Detection System that monitors all network traffic 24/7 for signs of attacks or intrusions.
8.4 We have a dedicated fraud department and advanced systems in place to detect and prevent suspicious activity, to ensure that Dreamfortuna remains a secure playing field.
8.5 Any account involved in suspicious activity will be suspended and investigated to the fullest extent. Should you have any doubts about the activity on your accounts, such as unrecognized transactions in the transaction history or surprising changes in the balance, please contact us immediately.
8.6 Dreamfortuna uses SSL encryption that ensures the confidentiality of your information in data transmission. In no case, do we collect, store, or transfer data from your card. The payment operations are carried out entirely through the payment gateway’s secure server.

9 Complaints

9.1 If you wish to raise a complaint about how we have handled your personal data, you can contact us to have the matter investigated by emailing our Data Protection Officer at email [email protected]
9.2 If you are not satisfied with our response or believe we are processing your personal data not in accordance with the law you can complain to your national data protection regulator.

10 Changes to the privacy policy

10.1 This Privacy Policy may be updated from time to time to reflect changes in the way we work or the way our work is regulated – so you may wish to check it each time you submit personal information to us. The date of the most recent revisions will appear on this page. If you do not agree to these changes, please do not continue to submit personal information to Dreamfortuna.com or use our Services in any way. Otherwise, by continuing to do this, you will be deemed to have accepted the changes to the Privacy Policy. You can also delete your Dreamfortuna account at any time. Suppose significant changes are made to the Privacy Policy, for instance affecting how we would like to use your personal information. In that case, we will provide a more prominent notice (including, for certain services, notification of Privacy Policy changes by email). You will be required to expressly accept such a change in order to continue using the Services and the change will apply immediately following your acceptance thereof.

11 Your obligations

11.1 By using Dreamfortuna.com and by providing your personal data, you acknowledge that you are required to provide your actual, accurate, and complete data as requested by Dreamfortuna. Furthermore, you must inform us of any changes to your information so as to ensure it is kept up-to-date and accurate.
11.2 If you are found to be in breach of your obligations or if we have reasonable suspicion that the information you provide is false or incomplete or in any way contrary to Data Protection Law or this Privacy Policy, we retain the right to reject your application for registration or to suspend or terminate your account immediately without notice. In this case, you have no right to any compensation due to the rejection of your application, or the suspension or termination of your account.