Privacy Policy

Your Privacy Matters to Us

At Citinow, we prioritize your privacy and are committed to protecting your personal information. We aim to be transparent about why we collect your data, how we use it, and your rights regarding its management.

Please review this Privacy Policy carefully to understand how Citinow, a top online casino in Singapore, handles 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 may 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.

Who Controls Your Information?

In this Privacy Policy, "Citinow," along with its subsidiaries and affiliates, is referred to as "we," "us," or "our." We control the collection and use of your personal data, acting as the "data controller" in accordance with applicable European data protection laws.

Our Data Protection Officer

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

Information We Collect About You

Personally Identifiable Information

We collect personally identifiable information when you register an account, place bets, or use our website's services. This information is essential for accessing certain areas of our website and related services. We gather 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 may include:

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

Telephone Calls

We record telephone calls to and from our Customer Contact Centre for training, security purposes, and resolving service-related queries.

Social Features of Our Products

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

Non-Personally Identifiable Information and Traffic Analysis

To enhance our website’s user experience and improve discoverability, we collect non-personally identifiable data on how you use the site. Our servers maintain an activity log unique to you, gathering 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 improving our services.

Cookies

Citinow, the top online casino in Singapore, uses cookies to ensure our website functions efficiently and to enhance your experience on our platforms. More information can be found in our Cookie Policy.

How and Why We Use Your Personal Information

We use your personal information to:

  • Providing Products and Services

  • Enable you to use our websites

  • Set up your account

  • Facilitate participation in online sports betting and casino games

  • Provide customer service assistance

To provide these services, we may share your information with external organizations working on our behalf. Please refer to the "Sharing Information" section for more details.

Providing Our Products and Services

We use your personal information to enable your access to our website, manage your account, facilitate participation in online sports betting and casino games, and offer customer support.

To effectively deliver these services, we may share your information with external organizations that work on our behalf. For more details, please refer to the "Sharing Information" section.

This category encompasses the essential activities required to provide the services you use or have registered for. If you prefer not to have your information used in this way, you may choose to discontinue using our services and close your account.

Citinow may utilize your identification documents and proof of address to verify your details, ensuring the safety of our users by preventing fraudulent activities and encouraging responsible gambling.

We may also conduct security reviews at any time to validate the information you provided during registration and to verify your financial transactions for potential breaches of our Terms and Conditions or applicable laws. These security reviews may include ordering a credit report and cross-referencing your information against third-party databases.

Monitoring Website Performance

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

You have the right to object to these activities if you believe your privacy rights outweigh our legitimate business interests. However, as these functions are integral to our operations, opting out of these activities—beyond managing your cookies may require you to close your account. 

Marketing

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 Rights

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.

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 may require proof of identity to ensure your data's security. Requests are typically fulfilled within one month, with potential administrative costs for complex requests.

Right of Erasure

You can request the deletion of your personal data under certain conditions. This right is not absolute and does not apply if processing is necessary for legal obligations, public interest, or other specific reasons.

Sharing Your Personal Information

We may disclose your personal data to third parties in the following situations:

  • To comply with legal or regulatory obligations

  • To enforce our Terms and Conditions or other agreements

  • To assist in providing the products and services you request, including through 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

  • 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, our affiliates, suppliers, or agents have facilities. By using our services, you consent to the transfer of your information outside your country.

Security

We take security seriously and employ appropriate measures to protect your information. All personal information is stored in an encrypted and password-protected database within our secure network, safeguarded by state-of-the-art firewall software. Our subsidiaries, agents, affiliates, and suppliers are also required to maintain adequate security measures.

Retention

We retain personal information for as long as necessary for legal or business purposes. Once we no longer need your personal information, we securely delete or destroy it.

Third-Party Practices

We cannot guarantee the protection of any information you provide to third-party online sites that link to or from our services. These third-party online sites are independently owned and operated, and their data collection is governed by their privacy policy.

Analytics

Google Analytics (Google Inc.)

Google Analytics is a web analysis service provided by Google Inc. Google uses the data collected to track and examine the use of Citinow, prepare reports, and share them with other Google services. Personal data collected: Cookies and Usage Data.

Disclaimer

Our services are provided "AS-IS" and "AS-AVAILABLE" without any liability. We cannot guarantee error-free performance concerning the privacy of your personal information and will not be liable for any indirect, incidental, consequential, or punitive damages related to its use or release.

Changes to Our Privacy Policy

We may update this policy periodically, so please review it regularly. If significant changes are made, we will notify you in advance via email, notices on the website, or other agreed communication channels. We will not enforce material changes to this Privacy Policy without your express consent. If you decline to accept the changes, we may not be able to continue providing some or all of our products and services.