Privacy policy

1. Introduction

1.1. This Privacy Policy explains how Lucky Stripe Ltd (“Lucky Stripe”, “Company”, “we”, “us”, “our”) collects, uses, stores, shares and protects personal data when you visit our website, open an account, deposit funds, play our games or otherwise use our services.

1.2. Lucky Stripe Ltd is a BVI business company (Company No. 2147789) with its registered office at:

1st Floor, Columbus Centre, P.O. Box 2283, Road Town, Tortola, British Virgin Islands, operating an online gaming platform under an online gaming license issued by the Anjouan Offshore Financial Authority (AOFA).

1.3. We are committed to being transparent about how we handle personal data, including:

what information we collect;
how and why we use it;
with whom we share it;
how long we keep it;
what rights you have.

1.4. This Policy applies whenever you:

visit our website or mobile version;
register an account;
deposit or withdraw funds;
participate in bonuses or promotions;
contact our support.

1.5. We may update this Policy from time to time. The “Last updated” date at the top shows when it was last revised. If changes are material, we will notify you via the website and/or email where appropriate.

1.6. Our staff are subject to confidentiality obligations and internal information security and AML/KYC procedures when handling your data.

1.7. If you have any questions about data protection, you can contact us at:

Email: support@lucky-stripe.com

2. Our Privacy Commitment

2.1. We recognise that you place trust in us when you provide your personal data. In return, we commit to:

collecting only data that we reasonably need;
using your data in a lawful, fair and transparent way;
keeping your data accurate and up-to-date where possible;
implementing technical and organisational measures to protect it;
not selling your personal data to third parties.

2.2. We use your personal information to:

provide and operate our gaming services;
comply with license and AML/CTF obligations;
protect you and us from fraud, abuse and misuse of the platform;
improve and personalise your experience;
communicate with you about your account, transactions and relevant offers (where permitted).

2.3. In order to comply with anti-money laundering (AML) and responsible gaming requirements, we may:

require you to roll over deposited funds at least once before withdrawal;
apply additional KYC/EDD checks;
request documents such as ID, proof of address, proof of payment method, source of funds/wealth;
conduct affordability checks where appropriate.

2.4. We reserve the right to verify your identity by:

requesting high-quality scans/photos of documents;
requesting a selfie with your ID or a video call;
making a verification phone call to the number linked to your account;
requesting documents in Latin or Cyrillic alphabet, or video verification where this is not possible.

2.5. Withdrawals may be temporarily suspended until KYC/AML checks and account verification are satisfactorily completed.

3. What Personal Data We Collect and When

We collect different categories of personal data at different stages of your interaction with us.

3.1. When you register an account

We may collect:

Full name
Date of birth
Country of residence and address
Email address
Phone number
Gender (where provided)
Preferred language and currency
Account login details (username, password)
In the context of KYC/AML and due diligence, we may also collect:
Photographic identification (passport, ID card, driving licence)
Proof of address (utility bill, bank statement, tax document)
Payment method details (cardholder name, masked card number, bank account name/IBAN, e-wallet details)

3.2. When you use our services

We may collect:

Information about your activity on the website (games played, bet amounts, wins/losses, time spent)

Transaction history (deposits, withdrawals, bonuses, wagering requirements)

Device information (device model, OS, browser type, IP address, language, time zone)

Session and usage data (log events, interactions with pages and features)

Communication records (emails, chat logs, complaint history, call recordings where applicable)

We may also monitor phone calls with you for:

confirming instructions and transactions;

resolving disputes or complaints;

training and quality control;

security, AML and fraud prevention purposes.

3.3. Special categories of data

In context of responsible gambling and account protection we may process:

data related to your gambling behaviour (self-exclusion, limits, problem gambling indicators);

information voluntarily shared by you about health or vulnerability relevant to responsible gambling.

We apply additional safeguards and access controls to such sensitive data.

4. Why We Process Your Data and Legal Bases

We process your personal data for the following purposes and under the following legal bases:

4.1. Performance of a contract

Necessary to provide our services under the Terms and Conditions you accept at registration, including:

opening and managing your gaming account;

verifying your age and eligibility to use our services;

processing deposits and withdrawals;

providing gaming products, bonuses, loyalty programmes;

handling customer support requests;

sending service messages (e.g. changes to T&Cs, privacy policy, account notifications, security alerts, verification requests).

4.2. Legal obligations

Necessary to comply with:

Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF) requirements;

Anjouan license conditions and regulatory reporting;

prevention of fraud, money laundering and other criminal activity;

rules for maintaining accounting and tax records;

handling requests from competent authorities where legally required.

4.3. Legitimate interests

We rely on legitimate interests where our interests are not overridden by your rights and freedoms, for example:

improving and optimising our website, UX and services;

performing internal analytics, risk modelling and performance metrics;

detecting, preventing and responding to fraudulent or abusive activity;

protecting our infrastructure and enforcing our Terms and Conditions;

personalising certain aspects of your experience (non-intrusive);

sending non-intrusive marketing or promotional messages to existing customers, where permitted by law and always with an option to opt-out.

4.4. Consent

We may rely on your consent where required by law, for example:

sending certain types of direct marketing communications (email, SMS, push) in jurisdictions where explicit consent is required;

using non-essential cookies and similar technologies for analytics, personalisation and advertising (see Cookie section below).

You may withdraw your consent at any time, without affecting the lawfulness of processing based on consent before withdrawal.

5. When and With Whom We Share Your Data

We may share your personal data with:

5.1. Payment Service Providers and Financial Institutions

To process deposits, withdrawals, chargebacks, risk checks, affordability checks and AML monitoring, we may share data with:

local Chilean payment providers (cards, bank transfers, wallets, cash-in systems);

international PSPs and acquirers;

crypto payment processors, if applicable;

banks and other financial institutions.

5.2. KYC, AML, Fraud and Risk Management Providers

To verify your identity, check sanctions/PEP lists, detect fraud patterns and assess risk.

5.3. Technical and Infrastructure Providers

To operate the website and platform securely and efficiently:

hosting and cloud platforms;

monitoring, logging and DDoS-protection tools;

email/SMS delivery providers;

analytics and business intelligence tools;

anti-cheat and game integrity providers.

5.4. Regulators and Authorities

We may disclose data when required to do so by:

Anjouan Offshore Financial Authority or other competent regulators;

law enforcement or supervisory authorities in connection with AML/CTF, fraud, or other legal requests;

court orders, subpoenas or similar legal processes.

5.5. Corporate Transactions

In case of merger, acquisition, restructuring, asset sale or transfer of business, your data may be shared with potential or actual buyers and their advisors, subject to confidentiality obligations and only to the extent necessary.

We do not share your personal data with third parties for their own independent marketing purposes.

6. International Transfers

Your data may be transferred and stored in countries outside your country of residence, including:

British Virgin Islands;

EU/EEA data centers;

other jurisdictions where our technical or service providers are located.

We take appropriate safeguards for such transfers, including:

contractual data protection clauses;

limitation of access on a need-to-know basis;

security standards aligned with industry good practice (e.g. encryption, access controls).

7. Data Retention

We retain personal data only as long as necessary for the purposes set out in this Policy and to meet legal and regulatory requirements.

Indicative retention periods:

KYC/AML and transactional data: at least 5 years after account closure or last transaction (as required by AML and licensing rules);

Account and gaming data: normally up to 5–7 years after closure, where needed to defend legal claims, comply with regulatory audits or accounting laws;

Technical logs and security events: typically 1–3 years, depending on security and fraud risk;

Marketing preferences: until you withdraw consent or opt-out of marketing.

When data is no longer needed, we will delete or irreversibly anonymise it.

8. Security and Confidentiality

8.1. We implement technical and organisational measures designed to protect your data against unauthorised access, loss, misuse or alteration, including:

encryption of data in transit (TLS/SSL) and, where appropriate, at rest;

firewalls, intrusion detection and monitoring systems;

access control and role-based permissions;

segregation of duties and restricted access to production systems;

regular security testing and audits.

8.2. Payments are processed through trusted payment providers using secure, PCI-compliant solutions. We do not store full card details on our systems.

8.3. We maintain dedicated fraud and risk procedures to monitor suspicious activity. Accounts suspected of fraud, abuse, money laundering or account takeover may be suspended and investigated.

8.4. You are responsible for keeping your login details confidential and for ensuring that no unauthorised person has access to your account. If you suspect any unauthorised activity, you must contact us immediately.

9. Cookies and Similar Technologies

We use cookies and similar technologies on our website. This section summarises how and why.

9.1. What Are Cookies?

A cookie is a small text file stored on your device (computer, tablet, smartphone) when you visit our website. Cookies allow us to recognise your device, remember your preferences, and improve your experience.

We use:

Session cookies – deleted when you close your browser;

Persistent cookies – remain for a defined period or until you delete them.

We also use similar technologies (pixels, tags, local storage) for similar purposes.

9.2. Types of Cookies We Use

(a) Strictly Necessary Cookies

These cookies are essential for the functioning of the website and cannot be switched off in our systems. They are usually set in response to actions made by you, such as:

enabling login and account authentication;

ensuring that bets placed are properly associated with your account and betting coupon;

ensuring you receive bonuses for which you are eligible;

maintaining session security and basic functionality.

These cookies do not store information that directly identifies you and are processed on the basis of necessity for providing our services.

(b) Functional and Preference Cookies

Used to:

remember your language and region;

store your preferences (e.g. odds format, UI settings);

provide a more consistent and user-friendly experience.

Used to:

analyse how visitors use our website (pages visited, time on site, click paths);

understand aggregate behaviour to improve site performance and usability;

run A/B tests and measure campaign performance.

We may use our own analytics tools and third-party tools such as Google Analytics or other similar solutions.

(d) Advertising and Marketing Cookies

Used to:

deliver personalised content and offers;

measure effectiveness of marketing campaigns;

retarget visitors with relevant ads based on previous interactions with our site (e.g. via advertising networks, Facebook Pixel, Google tools, etc., where used).

9.3. Cookie Retention

We generally store cookie-related information for up to 6 months after your last visit, unless a longer or shorter period is automatically set by the specific cookie provider. You can scan the website with cookie scanning tools (e.g. public cookie scanners) to see current cookies and their retention periods.

9.4. Cookie Management and Consent

We may place strictly necessary cookies without your prior consent, as they are required for the website to function.

For all other categories of cookies, we seek your consent via a cookie banner/pop-up when you first visit the site.

You can:

accept all cookies;

reject non-essential cookies;

customise your preferences.

You can also manage cookies through your browser settings. If you disable all cookies, some parts of the website may not function properly. We recommend using our on-site cookie settings rather than blocking all cookies in your browser.

Links for managing cookies in common browsers (for reference, not exhaustive):

Internet Explorer

Chrome

Firefox

Safari

Opera

10. Your Rights

Subject to applicable data protection laws, you may have the following rights regarding your personal data:

Right of access: to obtain a copy of the personal data we hold about you.

Right to rectification: to correct inaccurate or incomplete data.

Right to erasure (“right to be forgotten”): in certain circumstances, to request deletion of your data, except where retention is required by law (e.g. AML/CTF).

Right to restriction of processing: to request that we limit processing of your data under specific conditions.

Right to data portability: to receive certain data in a structured, commonly used and machine-readable format, where processing is based on consent or contract and carried out by automated means.

Right to object: to processing based on legitimate interests, including profiling, and to direct marketing at any time.

Right to withdraw consent: where processing is based on consent, you can withdraw it at any time.

Rights related to automated decision-making and profiling: to request human review of certain decisions that have legal or similarly significant effects on you, where required by law.

To exercise your rights, contact us at: support@lucky-stripe.com. We may need to verify your identity before processing your request. We aim to respond within the timeframe required by applicable law.

Please note:

We may not be able to delete or fully restrict processing of data that we must retain under AML/CTF, licensing or other legal obligations.

11. Minors

Our services are strictly not available to persons under 18 years of age or to those under the legal gambling age in their jurisdiction (whichever is higher).

We perform age verification and may request additional documentation. Accounts suspected of being used by minors will be suspended and investigated.

12. Complaints

If you have concerns about how we handle your personal data, you can contact us at:

support@lucky-stripe.com

We will review and respond within a reasonable timeframe.

You may also have the right to lodge a complaint with a competent data protection authority in your country of residence, where applicable.

13. Changes to This Privacy Policy

We may update this Policy from time to time to reflect changes in our services, regulatory requirements or technical developments. The date at the top of the Policy shows the latest revision.

If changes significantly affect how we use your data, we will notify you in a more prominent way (e.g. via email, platform message or a pop-up). Your continued use of the services after such changes take effect will constitute your acceptance of the updated Policy.

14. Your Obligations

By using our website and services, you confirm that:

the personal data you provide is true, accurate and complete;

you will promptly inform us about any changes (e.g. address, email, payment methods);

you will not impersonate others or provide false documents.

If we reasonably suspect that information provided is false, incomplete, misleading or used for unlawful purposes, we may:

reject registration;

suspend or close your account;

block transactions;

report suspicious activity to competent authorities where legally required.

back to homepage