RockWin Privacy Policy

At RockWin, we take your privacy seriously. This Privacy Policy explains how we collect, use, store, and protect your personal information when you access and use our services at rockwin.io. By registering an account or using our platform, you agree to the terms described in this document. We encourage you to read this policy carefully and contact us if you have any questions about how we handle your data.

1. Who We Are

Our RockWin platform is operated by Metlait SRL, a company incorporated in Costa Rica (registration number 3-102-911867), with its registered address at El Guayaval, Residencial La Campina Casa Numero Q-11, Cartago, El Guarco, Tejar, 30801, Costa Rica. We are licensed and regulated by the Tobique Gaming Commission under E-gaming Licence No. 0000064. As the data controller, we are responsible for your personal information and are committed to processing it lawfully, fairly, and transparently.

2. Information We Collect

When you use our services, we may collect the following categories of personal information:

2.1 Registration and Identity Data

• Full name, date of birth, and gender
• Email address, phone number, and residential address
• Username and password (stored in encrypted form)
• Government-issued identification documents (passport, national ID, driver's licence)
• Proof of address documentation

2.2 Financial and Transaction Data

• Payment method details (card numbers partially masked, e-wallet identifiers)
• Deposit and withdrawal transaction history
• Cryptocurrency wallet addresses and transaction records
• Banking information where applicable for bank transfer withdrawals

2.3 Technical and Usage Data

• IP address, browser type, and device identifiers
• Operating system information and screen resolution
• Pages visited, time spent on our platform, and clickstream data
• Session logs and error reports

2.4 Gaming Activity Data

• Games played, bets placed, wins, and losses
• Bonus usage, free spin activity, and promotional participation
• Responsible gambling settings and self-exclusion records
• Loyalty programme and Gpoints activity

2.5 Communication Data

• Live chat and email correspondence with our support team
• WhatsApp messages for VIP members
• Feedback, complaints, and dispute records submitted through ADR EGIS

3. How We Use Your Information

We use the personal data we collect for the following purposes:

• Account management: We use your registration data to create and maintain your account, verify your identity, and enable your RockWin casino login.
• Processing transactions: We process your deposits and withdrawals using the payment and financial data you provide, including card payments, e-wallets, and cryptocurrency transactions.
• Legal compliance: We are obligated to verify your identity, conduct anti-money laundering (AML) checks, and comply with know-your-customer (KYC) regulations. We may share data with regulatory bodies where required by law.
• Providing customer support: We use your communication data to respond to your inquiries and resolve any issues through our 24/7 live chat, email, or WhatsApp VIP support.
• Personalisation and marketing: With your consent, we may send you information about our RockWin casino welcome bonus offers, free spins, tournaments, and loyalty programme rewards.
• Responsible gambling: We monitor gaming patterns to identify and support players who may be experiencing gambling-related harm, in line with our responsible gaming obligations.
• Security and fraud prevention: We analyse technical and usage data to detect suspicious activity, prevent fraud, and protect both you and our platform.
• Improving our services: We use aggregated and anonymised data to understand how players interact with our platform and to enhance the overall user experience.

4. Legal Basis for Processing

At RockWin, we process your personal data on the following legal grounds:

• Contractual necessity: Processing is required to perform the contract we have with you as a registered player.
• Legal obligation: We are required to process certain data to comply with applicable laws, including AML and KYC regulations.
• Legitimate interests: We may process data where it is in our legitimate interest to do so, such as fraud prevention, platform security, and business development, provided your rights are not overridden.
• Consent: Where we rely on your consent — for example, for direct marketing communications — you have the right to withdraw it at any time.

5. Cookies and Tracking Technologies

Our RockWin platform uses cookies and similar tracking technologies to enhance your browsing experience and analyse site traffic. These include session cookies necessary for the platform to function, as well as analytical and preference cookies that help us understand how you use our services. You can manage your cookie preferences through your browser settings at any time. Please note that disabling certain cookies may affect the functionality of our website.

6. Data Sharing and Third Parties

We do not sell your personal data to third parties. However, we may share your information with the following categories of recipients where necessary:

• Payment processors: Including providers of Visa, Mastercard, Neosurf, Skrill, Neteller, MiFinity, Trustly, PayID, and cryptocurrency processors, to facilitate your transactions.
• Game providers: Such as BGaming, Pragmatic Play, NetEnt, Play'n GO, and others who power our RockWin online casino game library, may receive limited technical data.
• Regulatory and licensing authorities: We may disclose information to the Tobique Gaming Commission or other competent authorities where legally required.
• Dispute resolution: In the event of a dispute, relevant data may be shared with our Alternative Dispute Resolution provider, EGIS ADR, reachable at disputes@egis-adr.com.
• Service providers: We engage trusted third-party vendors for hosting, analytics, customer support tools, and fraud prevention, all bound by strict confidentiality agreements.
• Legal authorities: We will disclose information to law enforcement or government bodies if required by applicable law or court order.

7. International Data Transfers

As an international operator, we may transfer your personal data to countries outside your jurisdiction. When we do so, we ensure appropriate safeguards are in place to protect your information in accordance with applicable data protection standards. Our services are available to players in Australia, New Zealand, Canada (excluding New Brunswick and Ontario), Norway, Brazil, and other permitted markets. We do not accept players from restricted jurisdictions listed in our Terms and Conditions.

8. Data Retention

We retain your personal data for as long as your account remains active and for a period thereafter as required by applicable laws and regulations. Financial and identity records are typically retained for a minimum of five years following account closure, in line with AML obligations. We will securely delete or anonymise your data when it is no longer required for the purposes described in this policy.

9. Your Rights

Depending on your jurisdiction, you may have the following rights regarding your personal data held by us:

• Right of access: You may request a copy of the personal data we hold about you.
• Right to rectification: You may ask us to correct inaccurate or incomplete information.
• Right to erasure: You may request deletion of your data, subject to our legal retention obligations.
• Right to restrict processing: You may ask us to limit how we use your data in certain circumstances.
• Right to data portability: Where applicable, you may request a machine-readable copy of your personal data.
• Right to object: You may object to processing based on our legitimate interests, including direct marketing.
• Right to withdraw consent: Where our processing is based on your consent, you may withdraw it at any time without affecting the lawfulness of prior processing.

To exercise any of these rights, please contact us at support@rockwin.io. We will respond to your request within a reasonable timeframe and in accordance with applicable law.

10. Data Security

We at RockWin implement robust technical and organisational security measures to protect your personal data from unauthorised access, disclosure, alteration, or destruction. These measures include SSL/TLS encryption for data in transit, secure server infrastructure, and strict access controls for our staff. While we take every reasonable precaution, no system is entirely immune to risk, and we encourage you to maintain the security of your account credentials.

11. Children and Minors

Our services are strictly intended for adults aged 18 or over. We do not knowingly collect or process personal data from individuals under the legal gambling age in their jurisdiction. If we become aware that a minor has registered an account, we will immediately close the account and delete all associated data. If you believe a minor has accessed our platform, please contact us at support@rockwin.io without delay.

12. Changes to This 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 notify you via email or a prominent notice on our RockWin casino platform. We encourage you to review this policy periodically to stay informed about how we protect your information. Continued use of our services following any update constitutes your acceptance of the revised policy.

13. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your personal data, please do not hesitate to get in touch with our team:

• Email: support@rockwin.io
• Live Chat: Available 24/7 on our website at rockwin.io
• Registered address: Metlait SRL, El Guayaval, Residencial La Campina Casa Numero Q-11, Cartago, El Guarco, Tejar, 30801, Costa Rica

We are committed to resolving any privacy-related concerns promptly and transparently. If you are not satisfied with our response, you may escalate your complaint to the Tobique Gaming Commission or contact our ADR provider, EGIS, at disputes@egis-adr.com.