GrandHotel Online Casino Privacy Policy

At GrandHotel Online Casino, we take your privacy seriously and are committed to protecting the personal information you share with us. This privacy policy explains how we collect, use, store and safeguard your data when you visit our website, create an account, or use our services at Grand Hotel. By registering with us, you agree to the practices described in this policy.

Who We Are

GrandHotel is operated by Fresh Horizons Limited, registered at Palm Grove House, P.O. Box 438, Road Town, Tortola, VG 1110, British Virgin Islands. We are licensed and regulated by the Kahnawake Gaming Commission, Canada (licence 00972), and we are eCOGRA certified, with our payout percentages reviewed by independent auditors. We only accept players who are at least 19 years of age, and we reserve the right to run identity checks and request documentation to satisfy regulatory requirements before we process any withdrawal.

Information We Collect

When you create an account, browse our platform, or use the Grand Hotel casino app, we collect several categories of information necessary to provide our services and comply with our licensing obligations.

• We collect your registration details, including your full name, date of birth, address, email address and phone number
• We record identity verification documents when required, such as proof of address or government-issued ID
• We store your financial information, including deposit and withdrawal details processed through Mastercard, bank transfer, Interac, Skrill, Visa OCT and other supported methods
• We track your gaming activity, including games played, bets placed, wins, losses and session duration
• We log technical data such as your IP address, browser type, device information and the version of the GrandHotel app you use
• We keep records of communications with our support team via email or LiveChat
• We note any promotional activity you engage in, including use of a grand hotel promo code, grandhotel bonus code, or participation in our welcome bonus and loyalty program

How We Use Your Information

We use the information we collect for a variety of legitimate business and regulatory purposes. Our GrandHotel platform relies on this data to operate safely, fairly and in compliance with our license conditions.

• We use your data to verify your identity and confirm your eligibility to play at Grand Hotel Casino
• We process your deposits and withdrawals, including direct bank transfers, CAD EFT/eCheque, and e-wallet transactions
• We personalize your experience, including tailored offers, VIP Lucky Jackpots notifications and Time Of Your Life Sweepstakes tickets
• We monitor account activity to detect fraud, money laundering, or breaches of our terms
• We communicate important updates about your account, bonuses, and any changes to our services
• We use aggregated data to improve our game selection, website performance, and the GrandHotel casino app

Cookies and Tracking Technologies

We use cookies and similar technologies to enhance your browsing experience, remember your login preferences, and analyze how players interact with our site. When you use GrandHotel login credentials to access your account, cookies help us keep you securely signed in. You can manage or disable cookies through your browser settings, though doing so may affect certain features of our website or grand hotel casino login process.

Sharing Your Information

We do not sell your personal information to third parties. However, we may share your data in the following circumstances:

• We share information with payment processors to complete transactions via Visa, Mastercard, Skrill, or bank transfer
• We disclose data to regulatory bodies, including the Kahnawake Gaming Commission, when legally required
• We work with eCOGRA and independent auditors who may review transaction data to verify payout percentages
• We may share information with sister casinos participating in our Casino Rewards Loyalty Program, since VIP points earned at Grand Hotel Casino can be redeemed across affiliated brands
• We may disclose information to law enforcement agencies if required to prevent fraud or comply with legal obligations

Data Security

We employ industry-standard security measures, including encryption and secure servers, to protect the information you provide us. Our GrandHotel team restricts access to personal data to authorized personnel only, and we regularly review our systems to guard against unauthorized access, alteration, or disclosure. While we strive to protect your data at all times, no method of transmission over the internet is entirely secure, and we cannot guarantee absolute security.

Payment and Withdrawal Data

Because withdrawal processing involves sensitive financial details, we retain records related to your transactions, including pending times of 48 hours and cashout timelines that vary by method - for example, Visa and Mastercard withdrawals take 3 working days, e-wallets 1-3 working days, and direct bank transfers 6-10 working days. We keep this information only as long as necessary for accounting, auditing, and regulatory compliance.

Your Rights

You have certain rights regarding the personal data we hold about you. We are committed to respecting these rights and responding to your requests promptly.

• You have the right to request access to the personal information we hold about you
• You may ask us to correct any inaccurate or incomplete data
• You can request that we delete your account information, subject to our legal retention obligations
• You may object to certain uses of your data, such as marketing communications
• You can withdraw consent for optional data processing at any time by contacting our support team

International Players and Data Transfers

We welcome players from international markets, including Canada, and our servers may process data across different jurisdictions. Regardless of where you access GrandHotel from, we apply consistent privacy standards to protect your information. It remains your responsibility to ensure that using our services complies with the laws of your country or jurisdiction of residence, as we do not maintain a restricted countries list and disclaim liability for any breach of local, national or state laws by players.

Account Closure and Data Retention

If you close your account or request removal of your information, we will retain certain records as required by our licensing authority and anti-money laundering obligations. We typically retain transaction and identity verification data for a period mandated by Kahnawake Gaming Commission regulations, even after you stop using the grand hotel casino login or delete the GrandHotel casino app from your device.

Changes to This Privacy Policy

We may update this privacy policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. We will post any revisions on this page, and we encourage you to review this policy periodically. Your continued use of Grand Hotel Casino after changes are posted constitutes your acceptance of the updated terms.

Responsible Data Use in Promotions

When you participate in promotions - whether through a grandhotel no deposit bonus, free spins offer, or the four-tier welcome bonus totalling up to $560 across your first four deposits - we collect information necessary to verify your eligibility and enforce wagering requirements. This includes tracking which games contribute to your playthrough, since slots count 100% while table, live and parlour games count only 2% toward clearing bonus funds.

Contact Us

If you have any questions about this privacy policy, or if you wish to exercise any of your data protection rights, we invite you to reach out to our support team. We are available via LiveChat 24/7, and our email queries are answered within 48 hours. You can contact us directly at support@crhelpdesk.com, and we will do our best to address your concerns promptly and transparently.