Who We Are and Why This Policy Exists
Lucky Hills Casino, operated under the domain lucky-hills-casino-new-zealand.com and reachable at our registered address at 48 Shortland Street, Auckland CBD, Auckland 1010, New Zealand, takes the handling of personal information seriously. This Privacy Policy explains what information we collect from players and visitors, how we use it, who we share it with, and what rights you have over your own data.
New Zealand’s Privacy Act 2020 sets out thirteen Information Privacy Principles that govern how organisations must handle personal information. Everything described in this document is written to comply with those principles. If you have questions about anything here, you can reach our support team at support@lucky-hills-casino-new-zealand.com or by calling +64 9 359 4167.
Information We Collect
Information You Provide Directly
When you register an account or interact with Lucky Hills Casino, you give us certain information directly. This includes:
- Your full legal name, date of birth, and residential address
- Email address and phone number
- Username and password credentials
- Copies of identity documents used for verification (such as a New Zealand driver licence or passport)
- Payment information including card details or e-wallet account identifiers
- Any messages you send us through the contact form at lucky-hills-casino-new-zealand.com/contact-us/ or via email
Information Collected Automatically
When you visit or use our platform, our systems collect certain technical data automatically:
- IP address and approximate geographic location derived from it
- Browser type, version, and operating system
- Device identifiers for mobile app users
- Pages visited, session duration, and clickstream data
- Cookies and similar tracking technologies (detailed separately in our Cookie Policy)
- Game activity logs, including bets placed, games played, and transaction records
Information from Third Parties
We may receive information about you from third-party sources, including:
- Identity verification providers we use to confirm your age and identity as required under New Zealand law
- Payment processors and financial institutions that handle your deposits and withdrawals
- Fraud prevention and anti-money laundering screening services
- Publicly available sources, where relevant for compliance checks
Why We Collect and Use Your Information
To Operate Your Account and Deliver Services
We process your personal information primarily to provide you with access to Lucky Hills Casino, manage your account, process financial transactions, and deliver the gaming experience you signed up for. Without collecting this information, we simply cannot run the service.
Legal and Regulatory Obligations
Online casino operations serving New Zealand players are subject to a number of legal obligations that require us to collect and retain certain personal data:
- Age verification: We are required to confirm that all players are aged 18 or over before they can deposit or play for real money.
- Anti-money laundering (AML) compliance: Under the Anti-Money Laundering and Countering Financing of Terrorism Act 2009 (AML/CFT Act), we carry out customer due diligence, keep transaction records, and report suspicious activity where required by law.
- Responsible gambling obligations: We use your play data to monitor for signs of problem gambling behaviour and to enforce self-exclusion arrangements where you have requested them.
- Record-keeping: We are required to retain certain financial and identity records for specific periods as prescribed by applicable law.
To Protect Against Fraud and Abuse
We analyse account activity and transaction patterns to detect fraud, money laundering, bonus abuse, and other activity that harms the integrity of our platform or causes financial loss. This processing is necessary for our legitimate interests and for compliance with applicable law.
To Communicate With You
We use your contact details to send you information about your account, respond to support requests, notify you of changes to our terms or policies, and, where you have consented, to send you promotional communications about bonuses and new features at Lucky Hills Casino.
If you no longer wish to receive marketing messages, you can opt out at any time by clicking the unsubscribe link in any promotional email, by contacting us at support@lucky-hills-casino-new-zealand.com, or by updating your preferences in your account settings.
To Improve Our Platform
Aggregated and anonymised data about how players use Lucky Hills Casino helps us understand what works, fix problems, and develop better features. Where possible, we use data in forms that cannot identify you individually for this purpose.
How Long We Keep Your Information
We do not hold personal information for longer than is necessary for the purpose it was collected. In practice, the retention periods that apply are:
- Account information: Retained for the duration of your account and for at least seven years following closure, as required for AML/CFT compliance record-keeping.
- Transaction records: Kept for a minimum of seven years from the date of each transaction.
- Identity verification documents: Retained for the period required by our AML/CFT obligations, typically seven years from the end of our business relationship with you.
- Marketing preferences and communications: Kept until you withdraw consent or for three years from your last interaction with us, whichever comes first.
- Technical logs and session data: Generally retained for up to 12 months unless a longer period is needed for security investigation purposes.
Once the relevant retention period expires, we securely delete or anonymise your personal information.
Sharing Your Information
We do not sell your personal information. We share it only in the following circumstances:
Service Providers
We work with third-party companies that provide services integral to running Lucky Hills Casino. These include payment processors, identity and age verification services, customer support platforms, game content providers such as Evolution, PG Soft, Pragmatic Play, and Spribe, cloud hosting providers, and analytics platforms. Each of these providers processes your information only to the extent necessary to deliver their services to us, under contractual obligations that require them to protect your data.
Regulatory and Law Enforcement Authorities
We will disclose personal information to regulators, law enforcement agencies, or courts when we are legally required to do so, or when we believe disclosure is necessary to prevent fraud, money laundering, or other serious criminal activity. This includes reporting obligations under the AML/CFT Act.
Business Transfers
If Lucky Hills Casino is involved in a merger, acquisition, or sale of assets, your personal information may be transferred as part of that transaction. We will notify you via email and a notice on our website before your information becomes subject to a different privacy policy.
With Your Consent
We may share your information with other parties where you have given us specific consent to do so.
Your Rights Under New Zealand Privacy Law
The Privacy Act 2020 gives you a number of rights in relation to personal information we hold about you.
Right of Access
You have the right to ask us whether we hold personal information about you, and to request a copy of that information. We will respond to access requests within 20 working days, as required by the Privacy Act 2020. In some circumstances, we may be permitted to withhold certain information, for example where disclosure would prejudice an ongoing AML/CFT investigation.
Right of Correction
If you believe that personal information we hold about you is inaccurate or incomplete, you have the right to ask us to correct it. We will take reasonable steps to correct the information or, if we disagree that a correction is warranted, attach a statement of correction requested to the relevant record.
Right to Make a Complaint
If you believe we have interfered with your privacy under the Privacy Act 2020, you have the right to make a complaint to us in the first instance. If you are not satisfied with our response, you may complain to the Office of the Privacy Commissioner, which is the independent body responsible for investigating privacy complaints in New Zealand. Further information is available at www.privacy.org.nz.
Marketing Opt-Out
You have the right to direct us to stop using your contact information for direct marketing at any time, without charge and without providing a reason. We will action opt-out requests promptly.
To exercise any of your rights, please contact us at support@lucky-hills-casino-new-zealand.com or write to us at 48 Shortland Street, Auckland CBD, Auckland 1010, New Zealand.
Cookies and Tracking Technologies
Lucky Hills Casino uses cookies and similar technologies to make our website function correctly, remember your preferences, keep your session secure, and understand how visitors use our platform. Our Cookie Policy provides full details about the types of cookies we use, what they do, and how you can control them. You can access the Cookie Policy from the footer of our website.
Security of Your Information
We use industry-standard technical and organisational measures to protect your personal information against unauthorised access, disclosure, alteration, and loss. These include encryption of data in transit using TLS, access controls that restrict who within our organisation can access personal data, secure storage practices for identity documents and payment information, and regular security reviews of our systems.
No online platform can guarantee absolute security. If you believe your Lucky Hills Casino account has been compromised, please contact us immediately at support@lucky-hills-casino-new-zealand.com or call +64 9 359 4167.
Transfers of Information Outside New Zealand
Some of the third-party service providers we work with operate servers or infrastructure outside New Zealand. Where your personal information is transferred internationally, we take steps to ensure it receives a comparable level of protection to that required under New Zealand law. This typically involves putting in place contractual arrangements with recipients that impose data protection obligations consistent with our own.
Children and Minors
Lucky Hills Casino is strictly an adults-only platform. We do not knowingly collect personal information from anyone under the age of 18. Age verification is carried out as part of our registration process, and access to real-money play is blocked until age has been confirmed. If we discover that we have inadvertently collected information from a minor, we will delete it promptly. If you have reason to believe a minor has created an account, please notify us at support@lucky-hills-casino-new-zealand.com.
Responsible Gambling and Your Data
Where you have used responsible gambling tools such as deposit limits, session reminders, cooling-off periods, or self-exclusion, we retain records of these arrangements and use them to enforce any restrictions you have put in place. If you have self-excluded, we will use your information to prevent you from opening new accounts or circumventing your exclusion, which may include sharing your details with third-party self-exclusion registries where applicable.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, the services we offer, or applicable law. When we make material changes, we will notify registered players by email and post a notice on lucky-hills-casino-new-zealand.com. Continued use of our platform after a change has been notified constitutes acceptance of the revised policy.
Contact Us
For any questions, concerns, or requests relating to this Privacy Policy or the way we handle your personal information, please get in touch:
- Email: support@lucky-hills-casino-new-zealand.com
- Phone: +64 9 359 4167
- Post: 48 Shortland Street, Auckland CBD, Auckland 1010, New Zealand
- Office hours: Monday to Saturday, 9AM to 6PM