GrandHotel Privacy Policy

At Grand Hotel, we take your privacy seriously and are fully committed to protecting the personal data you share with us when you play at our online casino. This Privacy Policy explains how we collect, use, store and safeguard your information when you visit our website, register an account, use the GrandHotel app, or interact with any of our services. By using GrandHotel Casino, you agree to the practices described in this policy.

Who We Are

Grand Hotel Casino is owned and operated by Fresh Horizons Limited, registered at Palm Grove House, P.O. Box 438, Road Town, Tortola, VG 1110, British Virgin Islands. We operate under a licence issued by the Kahnawake Gaming Commission, Canada (licence 00972), and our games are certified by eCOGRA, with payout percentages regularly reviewed by independent auditors. We only accept players who are at least 19 years of age. It is the sole responsibility of each player to determine whether online gambling is legal in their jurisdiction before creating a GrandHotel casino account.

Information We Collect

When you complete a grand hotel register process, make a deposit, or request a grandhotel withdrawal, we collect certain categories of personal information necessary to provide our services and comply with regulatory obligations.

Information You Provide to Us

• We collect your full name, date of birth, address, email and phone number when you create your GrandHotel account
• We gather payment details when you use Mastercard, bank transfer, prepaid vouchers, e-wallets or Interac to fund your account
• We may request identity documents, proof of address, or proof of payment method to satisfy Know Your Customer (KYC) and anti-money laundering requirements
• We record communications you send us through LiveChat or email, including messages sent to support@crhelpdesk.com

Information Collected Automatically

• We track your gaming activity, including games played, wagers placed, and outcomes, to manage your account and our loyalty program
• We collect your IP address, device type, browser information and login timestamps whenever you access a grand hotel casino login session
• We use cookies and similar technologies to remember your preferences and improve your experience on our desktop, mobile, and downloadable client versions

How We Use Your Information

We use the data we collect for a number of legitimate business and legal purposes. Our GrandHotel platform relies on this information to operate securely and to comply with our licensing obligations.

• We use your information to verify your identity and age before allowing access to grandhotel casino games
• We process your deposits and withdrawals, including CAD EFT/eCheque, Skrill, direct bank transfer, and Visa OCT payouts
• We personalize promotional offers, such as a grandhotel promo code, grandhotel bonus code, or grand hotel no deposit bonus, based on your account activity
• We manage your participation in our Casino Rewards Loyalty Program, including VIP points, Lucky Jackpots, and Sweepstakes tickets
• We monitor account activity to detect fraud, prevent underage gambling, and support responsible gaming practices
• We send you service-related communications, including updates about your grandhotel bonus, promotions, or changes to our terms

Cookies and Tracking Technologies

Our GrandHotel Casino website uses cookies to enhance functionality, remember your login details, and analyze traffic patterns. Cookies help us recognize returning players, streamline the grand hotel casino login process, and tailor bonus offers such as grandhotel free spins or a grand hotel bonus code to your preferences. You can adjust your browser settings to limit or block cookies, though doing so may affect certain features of our online casino, including the grandhotel app experience.

How We Share Your Information

We do not sell your personal data. However, we may share your information under specific circumstances necessary to run our operations and comply with regulatory requirements.

• We share data with payment processors to complete deposits and withdrawals through methods such as bank transfer, e-wallets, or Interac
• We disclose information to regulatory bodies, including the Kahnawake Gaming Commission, upon lawful request
• We work with eCOGRA-approved auditors who may review gaming data to verify payout percentages
• We may share data with our sister casinos as part of the Casino Rewards Loyalty Program, since VIP points and chips are usable across affiliated brands
• We may disclose information to law enforcement agencies where required by law or to prevent fraud

Data Security

We at GrandHotel implement industry-standard technical and organizational measures to protect your personal information from unauthorized access, alteration, disclosure, or destruction. Our servers use encryption protocols to secure transactions made through the grandhotel casino app or website, and access to sensitive data is restricted to authorized personnel only. Despite our best efforts, no method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.

Data Retention

We retain your personal information for as long as your GrandHotel account remains active and for a reasonable period afterward to comply with legal, tax, and regulatory obligations. Transaction records related to deposits, grandhotel withdrawal requests, and bonus activity are kept in accordance with the record-keeping requirements of our licensing authority.

Your Rights

Depending on your jurisdiction, you may have certain rights regarding the personal data we hold about you. We are committed to honoring these rights wherever applicable.

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

International Data Transfers

As Grand Hotel Casino serves international players, including those in Canada, your data may be transferred to and processed in countries outside your country of residence. We take appropriate steps to ensure that any such transfers comply with applicable data protection standards.

Children's Privacy

Our services are strictly intended for individuals aged 19 and older. We do not knowingly collect personal information from minors. If we become aware that a minor has registered an account, we will take immediate steps to close the account and delete the associated data.

Third-Party Links

Our website and grandhotel app may contain links to third-party websites, including payment providers and affiliate partners. We are not responsible for the privacy practices of these external sites, and we encourage you to review their policies separately before sharing your information.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. We will post the revised version on our website, and continued use of GrandHotel Casino after such changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically, whether you found us through a grand hotel review or through direct grand hotel casino login access.

Contact Us

If you have questions about this Privacy Policy, wish to exercise your data protection rights, or need assistance with your GrandHotel account, please reach out to our support team via LiveChat, available 24/7, or by emailing support@crhelpdesk.com. We aim to respond to email inquiries within 48 hours and are always ready to help with any concerns regarding your privacy or account security.