Privacy Policy

Who controls your data

Kachingo acts as the data controller for all personal information processed through our website and mobile interface. We are registered with the Information Commissioner's Office and operate under UK Gambling Commission licence 039483-R-319409-018, which imposes record-keeping duties that shape parts of this notice.

Our Data Protection Officer oversees compliance and is the first point of contact for any question about how your information is handled. Written enquiries receive a substantive response within one calendar month, extendable to three months for unusually complex requests, with notice given to you if that extension is needed.

Categories of information we hold

At registration we capture your full name, date of birth, residential address, email, telephone number, and chosen currency. This is the minimum set required to establish that you are over 18 and legally entitled to gamble in Great Britain.

During verification we may hold copies of passports, driving licences, utility bills, and bank statements. Where affordability checks are triggered, we may receive credit reference data or open banking summaries from authorised providers — we see the assessment output, not a running feed of your account.

Transactional records cover deposits, withdrawals, stakes, game outcomes, bonus grants, and balance movements. Technical records cover IP address, device fingerprint, browser configuration, geolocation at the point of wagering, and timestamps of every session.

We also retain the substance of your interactions with us: live chat transcripts, emailed complaints, and recorded telephone calls, together with any notes made by our safer gambling team following a customer interaction.

Lawful bases and how information is used

Contractual necessity covers account operation, settling wagers, and processing payments — without this data we cannot provide the service you signed up for. Legal obligation covers anti-money-laundering checks under the Proceeds of Crime Act 2002, age verification, and regulatory reporting to the Gambling Commission.

Legitimate interests cover fraud detection, collusion and bonus-abuse monitoring, platform security, and service improvement. We have documented a balancing assessment for each of these and you may object to any of them at any time.

Consent is used only for optional marketing. If you agree to receive offers by email, SMS, or push notification, that agreement is recorded with a timestamp and can be withdrawn instantly from account preferences or the unsubscribe link in any message. Withdrawing consent never affects your ability to play.

Geolocation is processed to confirm you are wagering from a jurisdiction where Kachingo is permitted to accept play. We check position at the point of a bet and do not track movement between sessions.

Disclosure to third parties

Payment institutions, identity verification bureaux, game studios, cloud hosting providers, and communications platforms process data on our behalf under written contracts that restrict them to our documented instructions. None of them may use your information for their own purposes.

We disclose information to the UK Gambling Commission, HM Revenue & Customs, the National Crime Agency, and law enforcement where a statutory duty applies. Suspicious activity reports are filed confidentially, and we are prohibited by law from telling you when one has been made.

Where a processor operates outside the United Kingdom, transfers are covered by UK adequacy regulations or the International Data Transfer Addendum. We complete a transfer risk assessment before any new cross-border arrangement begins.

Kachingo has never sold personal data and does not participate in data brokerage or advertising exchanges that trade in customer identifiers.

Retention periods and your rights

Account, financial, and verification records are held for five years after your relationship with Kachingo ends, as required by anti-money-laundering regulations. Self-exclusion records are held for the exclusion period plus seven years so we can prevent re-registration. Marketing preferences are held until you withdraw them, plus a suppression entry kept indefinitely so we do not contact you again in error.

You may request access to your data, correction of inaccuracies, erasure where no statutory retention duty applies, restriction of processing, portability of the records you supplied, and objection to processing based on legitimate interests. Requests are free, and we will ask you to verify identity before releasing anything.

Automated systems flag unusual patterns for fraud and safer gambling purposes, but any decision that materially affects your account — suspension, limit imposition, or closure — is reviewed by a member of staff before it takes effect.

If you are dissatisfied with our handling of your information, you may complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. We would appreciate the chance to resolve matters first, but there is no requirement for you to come to us before approaching the regulator.

Where to find help

• Kachingo Data Protection Officer — written requests via the Privacy section of the Help Centre
• Kachingo Customer Support — live chat, available every day from within your account
• Information Commissioner's Office — ico.org.uk, telephone 0303 123 1113