Privacy Policy

This Privacy Policy explains how Pandido Casino (“we”, “us”, “our”) collects, uses, discloses, protects, and manages your personal information when you access and use our online casino platform, including the website pandidocasino.co and any related mobile or web‑based services (collectively, the “Site”). By creating an account, depositing funds, playing games, or otherwise using the Site, you confirm that you have read and understood this Privacy Policy and agree to the collection, use, and disclosure of your personal information as described below.

Scope and Applicable Law

This Privacy Policy applies to all users of Pandido Casino who access the Site from Canada or identify Canada as their primary jurisdiction for gaming purposes. In Canada, the handling of personal information by private‑sector organizations such as ours is governed primarily by the federal Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy and gaming‑related laws. For players in Ontario, we also comply with the data‑protection and customer‑protection requirements set by iGaming Ontario and the Alcohol and Gaming Commission of Ontario (AGCO). For players in British Columbia, we respect the data‑protection and responsible‑gaming expectations associated with the British Columbia Lottery Corporation (BCLC)‑regulated environment, even when our own operations are hosted offshore. These laws require us to be transparent about our data practices, to obtain meaningful consent, to limit data collection to what is reasonably necessary, and to safeguard your information against unauthorized access, loss, or misuse.

Types of Information We Collect

We collect a range of information to enable you to register, verify your identity, provide services, process transactions, and comply with legal and regulatory obligations. The main categories of information include:

Account and registration data: your name, email address, phone number, date of birth, country and province of residence, preferred language (English or French), and any other details you provide when creating an account.
Identification and verification information: copies or scans of government‑issued photo ID (such as a driver’s licence or passport), proof of address (such as a utility bill or bank statement), and any other documents required for identity, age, and address verification as part of our know‑your‑customer (KYC) and anti‑money‑laundering (AML) procedures.
Payment and financial information: payment method details (for example, Visa, Mastercard, Interac e‑Transfer, Interac Online, iDebit, InstaDebit, InstaDebit, or cryptocurrency wallets), billing address, currency preference (typically CAD), transaction history, deposit and withdrawal amounts, and associated bank or e‑wallet identifiers.
Technical and device information: your IP address, browser type and version, device model and operating system, screen resolution, time zone, unique device identifiers, cookie data, and information about your internet service provider and network.
Usage and interaction data: pages viewed, features used, games played, time spent on the Site, bet history, wagering amounts, bonus usage, free‑spin activation, clickstream data, and responses to promotional communications.
Communication and support data: records of your chats, emails, or forms submitted through our customer‑support channels (including the support email address [email protected]), and any notes taken by our support team in relation to your queries or account issues.
Marketing and preferences: your consent or opt‑in status for receiving marketing emails, push notifications, or SMS messages, your preferred promotional channels, and any expressed preferences regarding bonuses, game types, or language (English/French).

How We Use Your Information

We process your personal information only for specific, lawful purposes related to providing and improving our services and meeting legal and regulatory requirements. Typical uses include:

Account creation and management: to verify your age and identity, secure your account, enable login and authentication, and maintain accurate account records.
Financial transactions and payments: to process deposits and withdrawals (including via Interac e‑Transfer, Interac Online, iDebit, InstaDebit, Visa/Mastercard, and cryptocurrency options), reconcile balances in Canadian dollars (CAD), and comply with anti‑fraud, AML, and suspicious‑transaction‑reporting requirements.
Compliance with legal and regulatory obligations: to conduct age and identity checks, monitor for money laundering and fraud, report suspicious activity to competent authorities where required, and maintain records for the periods mandated by Canadian gaming and privacy laws.
Game and bonus management: to track your bets, free spins, and bonus usage, apply wagering requirements (typically in the order of 30–40x in line with common Canadian‑market standards), and enforce bonus and fair‑use rules, including any province‑specific restrictions (for example, stricter bonus conditions for Ontario‑based players).
Customer support and dispute resolution: to respond to your queries, resolve account issues, assist with account‑closure or self‑exclusion requests, and maintain records of communications for quality and compliance purposes.
Technical operations and security: to detect and prevent unauthorized access, account takeovers, and fraud, debug errors, maintain system stability, and implement security measures such as encryption, fraud‑detection algorithms, and anomaly‑monitoring tools.
Personalization and communications: to tailor your experience (for example, by recommending games or offers in your preferred language), send you account‑related messages, and deliver promotional offers where you have consented.
Analytics and improvement: to analyze how users interact with the Site, measure the effectiveness of bonuses and marketing campaigns, and improve our platform, game selection, and user interface.

Legal Basis for Processing

We process your personal information only where we have a valid legal basis under applicable Canadian privacy laws, including:

Your consent, where you explicitly agree to specific data uses (for example, marketing emails, push notifications, or sharing certain data with third‑party marketing partners).
The necessity to perform our contractual obligations to you (for example, to provide your account, process deposits and withdrawals, and deliver games and bonuses).
Our legal and regulatory obligations (for example, to verify your identity, conduct AML checks, and retain records).
Our legitimate interests in operating a secure, fair, and compliant gaming business, balanced against your privacy rights.

Where required by PIPEDA or provincial rules, we ensure that our purposes are clear, reasonable, and communicated to you at or before the point of collection.

Cookies, Tracking Technologies, and Analytics

We use cookies, web beacons, and similar tracking technologies to collect technical and behavioral data. These tools help us:

Recognize you when you log in and maintain your session.
Remember your regional and language preferences (for example, English vs French layouts for Quebec users).
Measure traffic and usage patterns, test features, and optimize the Site.
Deliver targeted advertising and measure the performance of our marketing campaigns.

You can manage your cookie preferences through your browser settings or any in‑browser cookie‑consent mechanism we provide. Please note that disabling certain cookies may limit the functionality of the Site or affect your ability to use some features.

Disclosure and Sharing of Information

We do not sell your personal information. We may disclose or share your data only in the following circumstances:

With service providers and processors: third parties that provide hosting, payment processing (including Interac, iDebit, InstaDebit, credit‑card networks, and crypto‑payment processors), fraud detection, KYC/AML verification, analytics, email‑marketing, and customer‑support services. These providers are contractually bound to protect your data and use it solely for the purposes we specify.
With gaming and platform partners: selected game suppliers and technology providers who require limited data to deliver games, authenticate sessions, and report gameplay statistics.
With regulators and law‑enforcement authorities: where required by law or where we reasonably believe disclosure is necessary to comply with legal obligations, to prevent fraud or other criminal activity, to protect the safety of individuals, or to respond to valid legal requests.
In the context of business transfers: if we undergo a merger, acquisition, reorganization, or sale of assets, your personal information may be transferred as part of that transaction, subject to appropriate safeguards and contractual protections.
With other users only as necessary: in limited circumstances, such as multiplayer tournaments or chat features, information may be visible to other participants as described in the specific feature or game rules.

Data Security and Protection Measures

We take data security seriously and implement reasonable technical, administrative, and physical safeguards to protect your personal information against unauthorized access, loss, or misuse. These measures include:

Encryption of data in transit using industry‑standard protocols (TLS/SSL) and encryption of sensitive data at rest where feasible.
Secure handling of Interac e‑Transfer and other payment information, in line with banking‑grade security expectations, including secure storage and limited access to financial identifiers.
Multi‑factor authentication and strong password requirements for staff with access to personal data.
Regular vulnerability assessments, security testing, and monitoring of our systems.
Role‑based access controls so that only authorized personnel can access your information, and only for legitimate operational or compliance purposes.
Incident‑response procedures to detect, contain, and report data breaches in accordance with applicable Canadian requirements, including notification to affected individuals and relevant privacy authorities where a real risk of harm is identified.

Despite these measures, no system is completely immune to threats, and we cannot guarantee that your data will never be compromised.

Data Retention and Deletion

We retain your personal information only for as long as necessary to fulfill the purposes outlined in this Privacy Policy and to meet legal, regulatory, tax, accounting, fraud‑prevention, and dispute‑resolution requirements. Retention periods may vary depending on the type of data and any applicable Canadian or provincial rules. For example:

KYC and AML documents may be kept for several years after account closure to comply with anti‑money‑laundering and record‑keeping obligations.
Transaction and gaming records may be retained for specified periods to support dispute resolution, tax reporting, and regulatory audits.
Communications and support logs may be retained for a defined period to allow for quality assurance and follow‑up.

When information is no longer needed, we securely delete or anonymize it so that it can no longer be linked, directly or indirectly, to you.

Children, Age Restrictions, and Responsible Use

Pandido Casino is intended solely for adults who are of legal gambling age in their province or territory (19 in most Canadian provinces, 18 in Alberta, Manitoba, and Québec). We do not knowingly collect personal information from children under the legal gambling age. If we become aware that a minor has registered or is attempting to use our services, we will take steps to suspend or delete the account and any associated data in accordance with applicable law and regulatory expectations.

Your Privacy Rights and Choices

Under Canadian privacy legislation, including PIPEDA and relevant provincial regimes, you generally have the right to:

Access your personal information held by us and receive an explanation of how it is used.
Request correction of inaccurate or incomplete data in your account.
Withdraw consent for certain data uses (for example, marketing communications), where processing is based on consent.
Request that we limit or cease certain processing activities, subject to legal and contractual constraints.
Challenge our compliance with applicable privacy‑protection principles, including through formal complaints to the relevant privacy‑regulatory authority.

To exercise any of these rights, you may contact us using the support email address provided below. We will respond within the timeframes required by law and may ask you to verify your identity to protect your privacy and security.

Cross‑Border Data Transfers

Your personal information may be transferred to, stored in, and processed in countries other than Canada, including where our servers, data centers, or key service providers are located. In such cases, we use contractual safeguards and organizational measures designed to ensure that your data receives an adequate level of protection in line with Canadian privacy expectations. We will not transfer your data to jurisdictions that, in our view, present an unacceptable risk to your privacy rights, and we will comply with any additional requirements for cross‑border transfers under Canadian law.

Responsible Gambling and Support Resources

We are committed to promoting responsible gambling and providing tools to help you manage your play. On the Site, you may have access to features such as deposit limits, session‑time limits, loss‑limits, cooling‑off periods, and self‑exclusion options. We also cooperate with local responsible‑gaming and support organizations and may share information with them only where required by law or where you explicitly request assistance.

If you are a player in Ontario, you can contact ConnexOntario at 1‑866‑531‑2600 for confidential problem‑gambling support and information in English and French. For other Canadian regions, you may also reach out to the national Problem Gambling Helpline at 1‑888‑230‑3506 for counselling and referral services. If you feel your gambling habits are becoming problematic, you are encouraged to use our self‑exclusion tools and seek professional support.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make material changes, we will notify you via email, a banner on the Site, or other prominent means, and indicate the effective date of the revised policy. Continued use of the Site after the effective date will be considered acceptance of the updated terms.

Contacting Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our handling of your personal information, you may contact us at:

Email: [email protected].
Via the contact‑form or live‑chat feature available on the Site (where offered).

Please include sufficient detail to identify your account and the nature of your inquiry, and we will respond in accordance with applicable Canadian privacy‑protection requirements.