Who We Are and How to Reach Us
Dukes Casino operates this website at https://dukes-casino-nz.com/ and is responsible for the personal information you share with us. Our registered address is Level 2, 205 Queen Street, Auckland 1010, New Zealand. You can contact our team directly by phone on +64 9 363 2710, by email at support@dukes-casino-nz.com, or in person Monday to Saturday, 9AM to 6PM.
This Privacy Policy explains how Dukes Casino collects, holds, uses, and discloses personal information in connection with the services we provide to players in New Zealand. It applies to all interactions with our website, mobile application, live chat, support channels, and any account you hold with us.
Our Obligations Under New Zealand Law
Dukes Casino operates in compliance with the Privacy Act 2020 (New Zealand), which sets out the Information Privacy Principles (IPPs) that govern how organisations must handle personal information. We are also subject to the Anti-Money Laundering and Countering Financing of Terrorism Act 2009 (AML/CFT Act), which imposes specific obligations on us to collect and retain identity-related information. Where these obligations conflict with a preference you may have regarding your data, the statutory requirement takes precedence.
We take these obligations seriously. We do not collect more information than we need, we do not hold it longer than necessary, and we do not share it without a lawful basis for doing so.
What Personal Information We Collect
Information You Provide to Us
When you register an account, make a deposit, request a withdrawal, contact support, or use any feature of the Dukes Casino platform, you may provide us with personal information that includes:
- Your full legal name, date of birth, and residential address
- Email address and phone number
- Government-issued photo identification, such as a New Zealand passport or driver licence
- Proof of address documentation, such as a utility bill or bank statement
- Payment method details, including credit card or debit card information and bank account numbers
- Responses to responsible gambling questionnaires or self-exclusion requests
- Communications you send to our support team, including chat transcripts and emails
Information We Collect Automatically
When you access our website or app, we automatically collect technical and behavioural data. This includes:
- IP address and approximate geolocation derived from it
- Device type, operating system, and browser version
- Pages visited, time spent on each page, and features used
- Session identifiers and login timestamps
- Deposit amounts, game activity, wagering history, and withdrawal requests
- Cookies and similar tracking technologies (see our Cookie Policy for full detail)
Information from Third Parties
We may receive personal information about you from third parties in circumstances that include:
- Identity verification and fraud screening services used to confirm your identity during registration or when processing withdrawals
- Payment processors and banking partners who relay transaction confirmation or flag suspicious activity
- Responsible gambling databases, including any self-exclusion registers, that we check as part of our player protection obligations
- Credit reference or AML screening agencies where required under our regulatory obligations
Why We Collect and Use Your Information
We collect and use personal information only for purposes that are directly connected to providing and improving our services, meeting our legal obligations, or protecting the integrity of our platform. Specifically, we use your information to:
- Create and manage your player account
- Verify your identity and confirm you are aged 18 or older, as required by law
- Process deposits, withdrawals, and bonuses in NZD
- Comply with our obligations under the AML/CFT Act 2009, including customer due diligence and transaction monitoring
- Detect and prevent fraud, money laundering, and other prohibited activity
- Respond to your support queries and resolve disputes
- Administer responsible gambling tools, including deposit limits, session limits, and self-exclusion
- Send you account-related communications such as transaction receipts, security alerts, and verification requests
- Send promotional content and bonus offers where you have opted in to receive them
- Analyse platform performance and player behaviour in aggregate to improve our services
- Comply with requests from New Zealand regulatory authorities, courts, and law enforcement
Legal Basis for Processing
Each use of your personal information rests on one or more of the following grounds:
- Performance of a contract: Processing your registration, transactions, and account management is necessary to deliver the services you signed up for.
- Legal obligation: Identity verification, AML checks, record retention, and cooperation with authorities are required by New Zealand statute.
- Legitimate interests: Fraud prevention, platform security, and internal analytics serve our legitimate interests and do not override your rights in a disproportionate way.
- Consent: Marketing communications and non-essential cookies are used only where you have given clear consent, which you may withdraw at any time.
Sharing Your Personal Information
Dukes Casino does not sell your personal information to third parties. We share it only in the following circumstances:
Service Providers
We engage third-party companies to help us operate the platform. These include payment processors, identity verification providers, cloud hosting services, customer support technology providers, and analytics platforms. Each provider is contractually required to handle your data only as instructed by us and to maintain appropriate security measures.
Game Software Providers
Our platform runs on games supplied by licensed software studios. Certain technical data, such as session tokens and wager records, may be shared with these providers to facilitate gameplay. These providers operate under their own regulatory frameworks and are selected partly on the basis of their data handling standards.
Regulatory and Law Enforcement Bodies
We are required to report certain transactions and share customer information with New Zealand authorities under the AML/CFT Act 2009 and other applicable legislation. This includes providing records to the New Zealand Police Financial Intelligence Unit (FIU) where legally required. We may also disclose information in response to a court order or lawful request from a New Zealand regulatory body.
Business Transfers
If Dukes Casino undergoes a merger, acquisition, or sale of assets, personal information held about players may be transferred as part of that transaction. We would notify you of any such change through your registered email address or a prominent notice on the website.
International Data Transfers
Some of our service providers are based outside New Zealand. Where personal information is transferred to a country that does not have comparable privacy protections to those in New Zealand, we put in place contractual safeguards that require the recipient to handle your information consistently with the Privacy Act 2020. If you would like more information about where your data may be processed, contact us at support@dukes-casino-nz.com.
How Long We Keep Your Information
We retain personal information for as long as it is needed for the purpose it was collected, or as required by law. Key retention periods include:
- Account records are kept for a minimum of seven years after your account is closed, as required under the AML/CFT Act 2009.
- Transaction records, including deposits and withdrawals, are retained for at least seven years.
- Support communications are held for three years from the date of the last interaction.
- Marketing preferences and consent records are kept until you withdraw consent or request deletion, whichever comes first.
When retention periods expire, data is securely deleted or anonymised so that it can no longer be linked to you.
Your Rights Under the Privacy Act 2020
As a New Zealand resident, you have the following rights in relation to personal information we hold about you:
Right of Access
You may request confirmation of whether we hold personal information about you, and if so, a copy of that information. We will respond within 20 working days of receiving a valid request.
Right to Correction
If you believe that personal information we hold about you is inaccurate, incomplete, or misleading, you may ask us to correct it. Where we disagree with your correction request, we will attach a note to the record indicating that you dispute its accuracy.
Right to Complain
If you believe we have breached the Privacy Act 2020, you may make a complaint to us first by contacting support@dukes-casino-nz.com. If you are not satisfied with our response, you may escalate your complaint to the Office of the Privacy Commissioner at www.privacy.org.nz.
Right to Withdraw Consent
Where we rely on your consent to send marketing communications or use non-essential cookies, you may withdraw that consent at any time. You can unsubscribe from marketing emails using the link in any email we send, or by contacting us directly. Withdrawal of consent does not affect the lawfulness of any processing carried out before the withdrawal.
Privacy Breach Notification
Under the Privacy Act 2020, we are required to notify the Privacy Commissioner and affected individuals when a privacy breach is likely to cause serious harm. If such a breach occurs, we will notify you as quickly as practicable, using the contact details on your account, and take immediate steps to contain and remediate the breach. We maintain an internal breach response procedure and conduct regular reviews of our security posture to reduce the likelihood of incidents occurring.
Responsible Gambling and Sensitive Data
Information you share when using responsible gambling tools, such as setting deposit limits, requesting a cooling-off period, or self-excluding, is treated with particular care. This information is used exclusively to administer those protections and will not be used for any commercial purpose. Where required, it may be shared with third-party responsible gambling organisations or self-exclusion registers that we participate in as part of our player protection obligations.
We do not use responsible gambling data to profile players for marketing purposes or to target you with promotional content.
Security of Your Information
Dukes Casino uses industry-standard technical and organisational measures to protect personal information from unauthorised access, loss, misuse, or disclosure. These include:
- SSL/TLS encryption for all data transmitted between your device and our servers
- Encrypted storage of sensitive account and payment data
- Access controls that limit which staff members can view personal information, based on their role
- Regular security assessments and penetration testing
- Monitoring systems designed to detect unusual access patterns or potential breaches
No system can guarantee absolute security. If you have reason to believe your account has been compromised, contact us immediately on +64 9 363 2710 or at support@dukes-casino-nz.com.
Cookies and Tracking Technologies
We use cookies and similar technologies to keep your session active, remember your preferences, and measure how the platform is used. A small number of cookies are strictly necessary for the website to function. Others are used for analytics or marketing and are placed only with your consent. Full details of the cookies we use, their purpose, and how to manage them are set out in our Cookie Policy.
Children and Age Verification
Dukes Casino does not knowingly collect personal information from anyone under the age of 18. All new players are required to verify their age as part of the account registration process. If we discover that we have inadvertently collected information from a person under 18, we will close the account and delete the associated data promptly, subject to any record-keeping obligations that apply to transactions already processed.
Changes to This Privacy Policy
We review this Privacy Policy regularly and may update it to reflect changes in our practices, legal requirements, or the structure of our services. When we make material changes, we will notify registered players via email and post the updated policy on this page. Continued use of the Dukes Casino platform after notification constitutes acceptance of the revised policy.
Contact Us
For any questions, access requests, correction requests, or complaints relating to this Privacy Policy or the way we handle personal information, please get in touch with us through any of the following:
- Email: support@dukes-casino-nz.com
- Phone: +64 9 363 2710
- Post or in person: Level 2, 205 Queen Street, Auckland 1010, New Zealand (Monday to Saturday, 9AM to 6PM)
If you are not satisfied with our response to a privacy-related complaint, you have the right to refer the matter to the Office of the Privacy Commissioner of New Zealand at www.privacy.org.nz.