Privacy Policy

This Privacy Policy explains how Captain Cook Casino collects, uses, stores, and shares personal information when you use our website, apps, and related services (together, the “Services”). It is written with New Zealand users in mind and aligns with the principles of the New Zealand Privacy Act 2020 (the Act), which contains 13 information privacy principles governing collection, use, storage, and disclosure of personal information.

Who controls your personal information

Captain Cook Casino is the “agency” (data controller) responsible for personal information collected through the Services. We determine why and how your information is processed.

The information we collect

We may collect information in three ways: (a) information you provide, (b) information collected automatically, and (c) information received from third parties.

A. Information you provide

• Account data: name (or nickname), date of birth, email, username, password (hashed), country/region, and contact preferences.
• Verification (KYC) data: identity documents, selfie/biometric match results (where used), proof of address, and age verification signals.
• Payment data: deposit/withdrawal history, payment method identifiers (not full card numbers unless handled by a payment processor), billing details, and transaction references.
• Support communications: messages to customer support, attachments, call recordings (where lawful and with notice), and dispute/complaint records.
• Responsible gaming data: self-exclusion requests, time limits, deposit limits, cool-off periods, and related support communications.

B. Information collected automatically

• Device & technical data: IP address, device type, operating system, browser type, language, time zone, network, and crash logs.
• Usage data: pages viewed, session duration, clicks, referral URLs, in-game events, and feature interactions.
• Approximate location: derived from IP address (not precise GPS unless you explicitly enable it).
• Cookie and similar tracking data: identifiers, consent signals, analytics events, and preference settings (see Cookies section).

C. Information from third parties

• Identity/age verification providers (verification outcome and risk flags).
• Payment processors (transaction approvals, chargebacks, fraud signals).
• Analytics/anti-fraud vendors (device reputation, bot/fraud indicators).
• Marketing partners (only where you have consented or where lawful).

Why we process your information (purpose + lawful basis)

We use personal information for:

• Account creation and service delivery (e.g., log-in, gameplay access, customer support).
• Age/identity checks and compliance (e.g., KYC, fraud prevention, responsible gaming measures).
• Payments and financial operations (deposits, withdrawals, refunds, chargebacks).
• Security and integrity (detecting suspicious logins, bot activity, or abuse).
• Personalisation (language, currency display, game recommendations).
• Marketing (newsletters, promotions) where permitted and/or consented.
• Legal obligations and dispute handling (recordkeeping, responding to lawful requests).

We only collect information that is relevant and necessary for these purposes and aim to be transparent about what we do with it, consistent with the Act’s privacy principles.

Cookies and similar technologies

Cookies are small text files placed in your browser by websites you visit and are widely used to make sites work efficiently and to provide usage information.

We use:

• Strictly necessary cookies (login sessions, security, fraud prevention).
• Preferences cookies (language, region, UI settings).
• Analytics cookies (traffic, performance, feature usage).
• Marketing cookies (only where you opt in, depending on region).

You can control cookies in your browser settings. Where a cookie banner/consent tool is available, you can also change preferences there.

How we share information

We may share your information with:

• Service providers who help us operate (hosting, analytics, support tools, KYC, payments).
• Fraud prevention and security partners to protect the platform and users.
• Regulators and authorities where required by law or to respond to lawful requests.
• Corporate transactions (merger, acquisition, reorganisation), with appropriate safeguards.

We do not sell your personal information as a standalone product. If we ever change this approach, we will update the policy and provide appropriate choices where required.

International transfers

Our vendors, payment processors, and hosting providers may be located outside New Zealand. When we transfer information internationally, we take reasonable steps to ensure protections are in place (e.g., contractual safeguards, vendor security reviews, and limiting access).

Data security

We implement technical and organisational safeguards designed to protect personal information, such as:

• Encryption in transit (TLS) and, where appropriate, at rest
• Access controls (role-based permissions)
• Monitoring and intrusion detection
• Secure development practices and vulnerability management
• Fraud detection systems and account security tools

No method of transmission or storage is 100% secure. If we become aware of a significant privacy/security incident, we will take steps to contain it, investigate, and notify affected users and/or relevant authorities as required.

How long we keep your data (retention)

We keep personal information only as long as necessary for the purposes described above, including compliance, dispute resolution, and security. Retention periods vary depending on the data type, legal requirements, and operational needs.

Common retention logic:

• Account profile: for the life of the account + a reasonable period after closure
• Transaction records: retained for compliance, accounting, and anti-fraud needs
• KYC/verification: retained according to compliance needs and to prevent repeat fraud
• Support tickets: retained for quality and dispute handling
• Analytics: typically stored in aggregated or pseudonymised form where possible

Your privacy rights (access, correction, complaints)

You can request:

• Access to personal information we hold about you
• Correction of inaccurate/outdated information
• Deletion/closure (where we can do so without breaking legal or compliance obligations)
• Marketing opt-out at any time (unsubscribe links + account settings)
• Cookie preference changes where our consent tools are available

If you believe your privacy rights have been breached, you can also complain to New Zealand’s Office of the Privacy Commissioner.

Children and age restrictions

Our Services are not intended for anyone under the legal gambling age applicable to them. We may use age/identity verification checks and may suspend or close accounts where we cannot verify age or identity.

Responsible gambling and harm minimisation

Captain Cook Casino supports safer gambling. We may process responsible gaming data to:

• set limits (deposit/time/loss)
• apply cool-off periods
• handle self-exclusion requests
• detect risky patterns and provide safer-gambling prompts

In New Zealand, gambling oversight involves agencies such as the Department of Internal Affairs (primary gambling regulator) and the Gambling Commission (statutory body under the Gambling Act 2003).
We also encourage users to access independent support where needed (see tables below).

New Zealand gambling support & safer-gambling resources

New Zealand gambling regulation & key references

How to contact us about privacy

If you have questions, requests, or complaints about privacy, contact our Privacy team:

• Email: [email protected]
• Phone: +64 9 307 1234

To help us process your request, include: your account email/username, the nature of the request (access/correction/deletion), and any relevant context.

Changes to this Privacy Policy

We may update this policy to reflect changes in our practices, technology, legal requirements, or vendor relationships. If changes are material, we will provide notice on the site and/or via email, where appropriate.