Privacy Policy

This Privacy Policy explains how we at Lugano collect, use, store, and protect information when you interact with our services. Whether you visit our venue, use our online pages, or contact support, we respect your privacy and aim to be clear about what data we process and why.

Types of data we collect

We collect information that helps us deliver our services and keep accounts secure. This includes personal data you provide directly, technical data generated by your device and browser, and transactional data related to payments and activity. We gather only what is necessary to operate accounts, process transactions, and improve service delivery.

Personal data

Personal data may include your name, date of birth, contact details, identity documents when required for verification, and account credentials. We use this information to create and manage your account, confirm eligibility to use our services, and respond to requests or disputes.

Technical and usage data

Technical data covers IP address, device identifiers, browser type, and connection details. Usage data includes pages visited, game activity, session times, and preferences. We use these details to diagnose issues, measure site performance, and personalise your experience within the limits of applicable law.

Transactional data

Transactional data includes deposit and withdrawal records, payment confirmations, and game transactions. This data is necessary to complete payments, process redemptions, and maintain accurate records of account activity.

How we use information

We use collected data to operate accounts, process payments, prevent fraud, meet legal obligations, and provide customer support. Data also helps us maintain system security, investigate disputes, and improve our services. Where appropriate, we may use anonymised or aggregated data for analysis and reporting.

Information sharing and third parties

We may share data with service providers who support our operations, such as payment processors, identity verification services, and technical hosts. We require partners to protect personal information and use it only for authorised purposes. We do not sell personal data to third parties.

Cookies and tracking technologies

We use cookies and similar technologies to enable core site functions, remember preferences, and analyse usage. Some cookies are essential for login and security, while others support analytics and marketing. You can control cookie settings through your browser, but disabling certain cookies may limit site functionality.

Data protection practices

We implement technical and organisational measures to safeguard personal data from unauthorised access, alteration, or disclosure. Access to personal information is limited to staff and partners who need it to perform their duties. We regularly review our practices to enhance protection.

User rights

You have rights regarding your personal data, including accessing, correcting, and requesting deletion or restriction of processing where applicable. To exercise your rights, contact our support channels. We will respond in line with applicable standards and may require verification to protect your account.

Access, correction, and deletion

If you wish to review, update, or request removal of personal data, submit a request through our support process. We will consider the request and inform you of any limitations due to legal or operational requirements, such as recordkeeping obligations for transactions.

Privacy policy updates

We may update this policy to reflect changes in our services or legal requirements. When we make material changes, we will post the revised policy and indicate the effective date. Continued use of our services after updates constitutes acceptance of the revised terms.