PRIVACY POLICY

At Citinow, we value your privacy and are dedicated to safeguarding your personal information. We are committed to transparency, ensuring that you understand why we collect your personal data and how we use it. We will also inform you of your choices and rights regarding your data.

Please read this Privacy Policy carefully to understand how Citinow utilises your personal information when you use our website. If you disagree with any part of this policy, we kindly ask you not to proceed further on our website. By registering an account, placing bets, or transferring funds on our platform, you confirm your full agreement with our Terms and Conditions and this Privacy Policy. You have the option to discontinue using our website at any time; however, we may still be legally obligated to retain some of your personal information.

We may periodically update this Privacy Policy, and we will notify you of any changes by posting the revised terms on our platforms. We recommend that you regularly revisit this Privacy Policy to stay informed about our practices.

In this Privacy Policy, Citinow along with its subsidiaries and affiliates, collectively referred to as “we” “us” or “our” control the collection and use of your Personal Data, acting as the “data controller” in accordance with applicable European data protection legislation.

If you have concerns or require further information about how Citinow manages your personal information, please contact our Data Protection Officer at privacy@citinow.com.

Personally Identifiable Information

You provide us with personally identifiable information when you register an account, place bets, and use our website’s services. This information is necessary to grant you access to specific areas of our website and related services. We collect this data when you:

• Register an account with Citinow
• Voluntarily provide information while using the website
• Publicly disclose information in areas of the website
• Provide information when contacting our customer support team

This information includes:

• Username
• First and last name
• Email address
• Residential address
• Phone number
• Billing address
• Identification documents
• Proof of address documents
• Transaction history
• Website usage preferences
• Any other information you provide while using our platforms
• Credit/debit card details or other payment information

This information is also essential for billing purposes and to protect minors. You can update and amend this information by contacting Customer Support. We use this data internally and do not share it with third parties except as outlined below.

For training, security purposes, and resolving service-related queries, telephone calls to and from our Customer Contact Centre are recorded.

If you choose to participate in social features provided with our products, such as chat rooms, Citinow may store, record, or otherwise process this data.

Citinow aims to make our website user-friendly and easily discoverable on the internet. We collect data on how you use the site, which does not personally identify you. When you interact with our services, our servers maintain an activity log unique to you, collecting certain administrative and traffic information, including source IP address, access time, access date, visited web pages, language use, software crash reports, and browser type. This information is crucial for providing and improving our services.

Citinow uses cookies to ensure the efficient functioning of our website and enhance your visits to our platforms. More information can be found in our Cookie Policy.

We use your personal information for the following purposes:

• Providing Products and Services:
• Enabling you to use our websites
• Setting up your account
• Facilitating participation in the online sportsbook and casino
• Providing customer service assistance
• To provide our products and services, we may share your information with external organisations working on our behalf. Please refer to the Sharing Information section for more details.
• Meeting Legal and Regulatory Obligations
• Monitoring Website Performance
• Providing Marketing Information
• Your rights over your personal information vary based on the category and lawful basis it falls under. Each category is explained below, along with your rights and how to exercise them.

We use your personal information to allow you to use our websites, set up your account, participate in online sports betting and casino games, and provide customer service support.

To deliver our products and services, we may share your information with external organisations working on our behalf. Please refer to the Sharing Information section for more details.

This category covers essential activities necessary for us to provide the services you use or have registered for. If you do not wish for your information to be used in this manner, you have the option not to use our services and can close your account.

Citinow may use your identification documents and/or proof of address to verify your details, ensuring the protection of our users from fraudulent activities and promoting responsible gambling.

We may conduct security reviews at any time to validate the information you provided during registration and verify your financial transactions for potential violations of our Terms and Conditions and applicable laws. Security reviews may include but are not limited to ordering a credit report and verifying the information against third-party databases.

We use cookies and traffic analysis to enhance the performance of our website and services. We have a legitimate interest in conducting these activities while minimising any impact on your privacy.

You have the right to object to activities conducted for our legitimate interest if you believe your privacy rights outweigh our legitimate business interests. However, as these activities are central to our business, objecting beyond managing your cookies may require you to close your account.

If you have given us your consent, we will send you offers and promotions via email, SMS, or online channels. We do not share your information with third parties for their own marketing purposes.

You have the right to withdraw your consent or update your marketing preferences at any time.

Your Right to Rectification

• If you believe the personal information we hold about you is incorrect, you have the right to request corrections. For information that cannot be updated through My Account, please contact support@citinow.com.

Your Right to Request a Copy of Your Personal Information

• If you would like a copy of the personal information we hold about you, please request it through live chat or by emailing support@citinow.com. We will provide you with a form to complete, which is not compulsory but helps us provide the information you need in a timely manner. 

To ensure the security of your personal information, we will request valid proof of identity. Once we receive the required documentation, we will respond within one month. If your request is exceptionally complex and likely to take longer, we will inform you as soon as possible, along with the expected timeline. Such requests may incur an administration cost.

Your Right of Erasure

• You can request the erasure of your personal data when there is no compelling reason to continue processing it. This right applies only in specific circumstances and is not absolute. The right to erasure does not apply if processing is necessary for reasons such as exercising the right of freedom of expression and information, complying with legal obligations, performing tasks in the public interest, archiving for public interest, scientific research, historical research, statistical purposes, or for the establishment, exercise, or defence of legal claims. 

We may disclose your Personal Data to third parties under the following circumstances:

• To comply with legal or regulatory obligations
• To enforce the terms of this notice or other agreements
• To assist in providing the products and services you request, including third-party software providers
• If we determine, at our sole discretion, that you have engaged in cheating, fraud, or other malicious activities on our platform, including game manipulation or payment fraud
• For research purposes related to addiction prevention (this data will be anonymized)
• To protect our rights, property, or the safety of us, our customers, or others
• When you have granted us permission to do so

Personal Information collected on our services may be stored and processed in any country where we or our affiliates, suppliers, or agents have facilities. By using our services, you expressly consent to the transfer of your information outside your country. When we transfer your Personal Data outside the European Economic Area (EEA) or adequate jurisdictions, we take reasonable steps to ensure its security, which may include binding corporate rules, model contracts, or compliance with the US/EU privacy shield.

We understand the critical importance of security and employ appropriate techniques to protect your information. All Personal Information received directly from you is stored in an encrypted and password-protected database within our secure network, behind state-of-the-art firewall software. (Our Services support SSL Version 3 with 128-bit encryption.) We also ensure that our subsidiaries, agents, affiliates, and suppliers maintain adequate security measures.

We retain personal information for as long as reasonably required for legal or business purposes. When determining data retention periods, Citinow considers local laws, contractual obligations, and the expectations and requirements of our customers. Once we no longer need your personal information, we securely delete or destroy it.

We cannot guarantee the protection of any information you provide to third-party online sites that link to or from our services or any information collected by third parties administering our affiliate program (if applicable) or any other program. These third-party online sites are independently owned and operated and are not under our control. Any information collected by these third parties is governed by their privacy policy, which may differ from ours. We are not responsible for the functionality or potential errors on linked sites.

Google Analytics (Google Inc.)

• Google Analytics is a web analysis service provided by Google Inc. (“Google”). Google uses the Data collected to track and examine the use of Citinow, prepare reports on its activities, and share them with other Google services.
• Google may use the Data collected to customise and personalise the ads on its advertising network.
• Personal Data collected: Cookies and Usage Data

Our Services operate “AS-IS” and “AS-AVAILABLE” without any liability. We are not responsible for events beyond our direct control. Due to the complex and ever-changing nature of our technology and business, we cannot guarantee error-free performance concerning the privacy of your Personal Information. We will not be liable for any indirect, incidental, consequential, or punitive damages related to the use or release of your Personal Information.

We may update this policy periodically, so please review it regularly.

If any significant changes are made to this Privacy Policy, we will make reasonable efforts to notify you in advance via email, notices on the Website, or other agreed communication channels. We will communicate the changes to you in advance, providing an appropriate amount of time for you to consider and understand the changes before they take effect.

We will not enforce material changes to the Privacy Policy without your express consent. If you decline to accept the changes or do not accept them within the specified time frame, we may not be able to continue providing some or all of our products and services.