Privacy Policy

Who this policy covers

This policy applies to visitors, registered players, and affiliates who interact with our platform from Australia or other permitted regions. If you do not agree with how we process personal information, stop using the services and, where applicable, contact us to close your account.

Information we collect

Account and identity details

When you register or verify your account, we may collect your full legal name, date of birth, email address, mobile number, residential address, username, and password (stored in hashed form). For Know Your Customer (KYC) checks, we may request government-issued ID, proof of address, and a selfie or live check where our process requires it. We use this information to confirm you are at least 18 years old, that the account belongs to you, and to meet compliance obligations.

Financial and transaction information

Depending on your payment method, we may process bank references, card tokens, cryptocurrency wallet addresses where enabled, transaction IDs, deposit and withdrawal amounts in AUD, timestamps, and status codes from payment partners. Card or banking details entered on hosted payment pages are often tokenized by the gateway so full credentials are not stored on Twin Casino servers.

Gaming and betting activity

To operate fair products and resolve disputes, we record game sessions, bet types, stakes, outcomes, bonus usage, wagering progress toward promotion requirements, VIP loyalty points, and activity across casino games, live dealer tables, sports betting, and esports. This data supports account statements, responsible gaming reviews, and investigations aligned with our disconnect policy.

Technical and device data

We automatically collect IP address, approximate location derived from IP, device type, operating system, browser version, language settings, pages viewed, referral URLs, session duration, login timestamps, and diagnostic logs. The app may collect device identifiers where required for security, push notifications, or fraud prevention. This helps us detect unusual login patterns, improve performance on Australian mobile networks, and fix errors.

Communications and support

If you contact us via live chat or email, we retain message content, attachments (such as payment screenshots), and metadata (date, channel, agent notes) to resolve your issue and improve service quality.

How we use your information

• Account management — creating, authenticating, and maintaining your player profile.
• Payments — processing deposits and withdrawals in AUD through supported banking and crypto rails.
• Product delivery — enabling games, live streams, sports markets, and app features you choose to use.
• Security and fraud prevention — detecting multi-accounting, bonus abuse, stolen credentials, and suspicious betting patterns.
• Legal and regulatory compliance — KYC, anti-money laundering (AML), and lawful record-keeping.
• Responsible gaming — applying deposit limits, cool-offs, or self-exclusion you request, as described on Responsible gaming.
• Loyalty and marketing — operating the VIP program and promotional communications where permitted and according to your preferences.
• Service improvement — analysing aggregated usage to improve navigation, game load times, and payment success rates.

Legal basis for processing

Depending on the activity, we rely on performance of our contract with you, compliance with legal obligations, legitimate interests (securing the platform, preventing fraud, improving services), and, where required, your consent for certain marketing or optional cookies.

Data protection measures

We implement administrative, technical, and organizational safeguards, including SSL/TLS encryption in transit, role-based access controls, monitoring of unusual patterns, secure hosting, and due diligence on game and payment suppliers. No online service can guarantee absolute security — you should use a unique strong password, enable two-factor authentication if offered, and avoid sharing OTP codes.

Cookies and similar technologies

We use cookies and local storage to keep you signed in, remember preferences, measure traffic, support fraud detection, and deliver relevant content where you have not opted out. You can manage cookies in your browser; blocking essential cookies may limit login or cashier functions.

How we share information

Twin Casino does not sell your personal information to data brokers. We may share data with payment processors, game and live-casino suppliers (limited technical data), identity verification providers, fraud and security vendors, professional advisers under confidentiality duties, and regulators or law enforcement when required by valid legal process.

International transfers

Some suppliers host systems or support teams outside Australia. When personal data crosses borders, we use contractual safeguards and vendor security reviews, while acknowledging that foreign laws may apply to those processors.

How long we keep data

• Active account data — while your account remains open.
• Transaction and KYC records — typically retained for several years after closure where law, AML rules, or dispute resolution require it.
• Support tickets — long enough to resolve issues and handle complaints.
• Technical logs — rotated or deleted after a defined period unless needed for investigation.
• Marketing suppression — contact details may be retained on opt-out lists.

Your rights and choices

Subject to the Privacy Act 1988 (Cth) and the Australian Privacy Principles, you may request access to the personal information we hold about you, ask for correction of inaccurate data, and lodge a complaint about our handling of your information. Email support@twinaustralia.net with subject line “Privacy request”, your username, and a description of your request. We may need to verify your identity before responding. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

Automated decision-making

Automated systems may flag fraud risk, bonus abuse, or unusual payment velocity. Material account restrictions are subject to human review where our process allows. If you believe a decision was wrong, contact us with your username and the date of the action.

Third-party links

Our site may link to external pages. We are not responsible for their privacy practices. Review their policies before submitting personal data.

Children’s privacy

Services are strictly for individuals aged 18 and over. We do not knowingly collect data from minors. Suspected underage accounts will be investigated and restricted.

Changes to this policy

We may update this policy for new features, partners, or legal requirements. Material changes will be communicated on the site or by email where appropriate.

Contact us about privacy

• Email: support@twinaustralia.net (subject: Privacy request)
• Live chat: 24/7 on twinaustralia.net
• Full support: Contact us