Privacy Policy
Who We Are
For the purposes of this Privacy Policy, references to "Royal Ace Casino", "Royal Ace Casino", "we", "us" or "our" refer to the entity responsible for processing your personal information in connection with the royalace-ca.com website.
The services provided at royalace-ca.com are operated by Ace Revenue Group, a business associated with Virtual Casino Group, registered in Costa Rica under Corporate Registry ID 3-102-525750. The Costa Rica registration is a corporate/business registration only and does not constitute an online gambling regulatory licence. The principal operational jurisdiction for corporate registration purposes is Costa Rica. A specific Canadian office or mailing address has not been designated; where required, written correspondence may be directed to our Data Protection contact via email in the first instance, who will provide an appropriate postal address if necessary.
Data Protection Contact / Data Protection Officer (DPO equivalent)
- Responsible unit: Data Protection Department, Royal Ace Casino (Royal Ace Casino)
- E-mail: [email protected]
- Phone (support line): Toll-free US/CA support number (as listed in the support section of the website)
- Website: https://royalace-ca.com
You may contact the Data Protection Department for any privacy-related questions, requests to exercise your rights, or complaints regarding the processing of your personal information.
What Personal Data We Collect
We observe and collect different categories of personal information when you use royalace-ca.com. This information may be provided directly by you, generated during the use of our services, or obtained from third parties such as payment providers and verification services.
Identification and Contact Data
- Registration data: Full name, username, date of birth, place of residence, address, country, and proof of age where required.
- Contact details: E-mail address, telephone number (including mobile number), preferred language of communication.
- Account-related data: Account ID, login credentials (stored in encrypted/hashed form), security questions and answers (if used), communication preferences.
Technical and Usage Data
- Device and connection data: IP address, approximate location derived from IP, device identifiers, operating system, browser type and version, screen resolution, time zone, and language settings.
- Log and service usage data: Access dates and times, pages visited, links clicked, session duration, referring URLs, error logs, and general site interaction patterns.
- Gaming and behavioral data: Game selections, wagers placed, stakes, wins and losses, transaction history, session lengths, time spent on games, and responsible gambling tools usage (e.g., limits, self-exclusion).
Financial and Transaction Data
- Payment details: Information relating to deposits and withdrawals, such as masked payment card details (last 4 digits, card type, expiry month/year), e-wallet identifiers, bank account identifiers (where applicable), and transaction IDs.
- Billing and verification data: Billing address, currency, payment method used, and verification data provided to comply with anti-money laundering (AML) and know-your-customer (KYC) requirements (e.g., copies of ID documents, proof of address, source-of-funds information).
Regulatory and Risk-Management Data
- KYC/AML data: Copies and metadata of government-issued identification documents, utility bills or bank statements, and information obtained from sanctions and politically exposed persons (PEP) screening providers.
- Fraud and security data: Device fingerprints, behavioural risk scores, records of chargebacks, suspicious activity flags, and internal risk assessments.
Communications and Support Data
- Customer support interactions: Records of e-mails, support tickets, live chat transcripts (where available), and call-related information (time, duration, subject).
- Marketing communications: Records of your subscriptions, opt-ins or opt-outs, and interactions with marketing messages (opens, clicks).
Cookies and Similar Technologies
- Cookies: Small text files stored on your device to recognize you and remember your preferences.
- Web beacons and pixels: Small code elements in pages or e-mails that allow us to understand engagement and measure campaign effectiveness.
- Analytics scripts and SDKs: Third-party and internal tools used to collect aggregated insight on site performance, user flows, and service usage.
For more detailed information about our use of cookies and tracking technologies, please see the "Cookies & Tracking Technologies" section below.
Legal Basis for Processing
We process personal information in accordance with applicable Canadian privacy laws (including, where applicable, the Personal Information Protection and Electronic Documents Act - PIPEDA - and substantially similar provincial laws), and in line with recognized international standards such as the EU General Data Protection Regulation (GDPR) principles. Our processing is based on one or more of the following legal grounds:
Performance of a Contract
- To create and manage your Royal Ace Casino player account and authenticate your access to our services.
- To process deposits, wagers, game participation, bonuses, loyalty programmes, and withdrawals.
- To provide customer support, handle complaints, and manage the contractual relationship between you and us.
Compliance with Legal and Regulatory Obligations
- To comply with applicable anti-money laundering (AML), counter-terrorist financing (CTF), fraud-prevention, and know-your-customer (KYC) obligations.
- To maintain records required by tax, audit, and corporate regulations and to respond to lawful requests from courts, law enforcement, and regulatory authorities.
- To enforce self-exclusion measures and other responsible gambling requirements where mandated by law or industry standards.
Legitimate Interests
- To secure our systems and services, including monitoring for and preventing fraud, misuse, or unauthorized access.
- To improve and optimize the performance of the royalace-ca.com website, user experience, and service offerings.
- To conduct aggregated analytics and statistical evaluations for business planning and risk management, provided such interests are not overridden by your privacy rights.
Consent
- To send you electronic marketing communications (e-mail, SMS, push notifications) about promotions, offers, and news when required consent has been obtained.
- To use certain non-essential cookies and similar technologies for advertising and personalized content, where legally required.
- To process sensitive or additional information in situations where explicit consent is mandated by law.
Where processing is based on your consent, you may withdraw your consent at any time as described in the "Your Rights" section, without affecting the lawfulness of processing prior to the withdrawal.
Purpose of Processing
We use the personal information we collect for clearly defined and lawful purposes. The main purposes include:
Provision and Management of Casino Services
- Setting up, verifying, and managing your Royal Ace Casino account.
- Enabling you to access games, participate in promotions, and manage your funds.
- Processing deposits, wagers, wins, withdrawals, and bonus credits.
Customer Support and Communication
- Responding to your questions, requests, and complaints submitted via e-mail, phone, or live chat.
- Sending you service-related notifications, such as important account changes, transactional messages, and policy updates.
Regulatory Compliance and Risk Management
- Performing KYC checks, age verification, and eligibility assessments.
- Monitoring gaming patterns to detect and prevent fraud, money laundering, abuse of bonuses, and other unlawful or irregular activities.
- Enforcing limits, cool-off periods, and self-exclusion settings for responsible gambling.
Service Improvement and Analytics
- Analysing aggregated user behaviour to improve website usability, game offerings, and overall service quality.
- Testing, troubleshooting, and optimizing systems performance and security.
Marketing and Personalization (Where Permitted)
- Providing tailored offers, bonuses, and recommendations based on your preferences and activity, to the extent allowed by law and your marketing preferences.
- Conducting surveys, promotions, and loyalty programmes to enhance player engagement.
Disclosure & Sharing
We may share your personal information with carefully selected third parties for the purposes described in this Privacy Policy, subject to appropriate safeguards and only to the extent necessary.
Service Providers and Business Partners
- Payment providers: Banks, card schemes, e-wallets, and other payment processors to handle deposits, withdrawals, and payment-related verifications.
- Technical and hosting providers: Companies providing hosting, cloud infrastructure, IT support, communication tools, security services, and data backup.
- KYC/AML and verification services: Identity verification agencies, sanctions and PEP-screening providers, and fraud-prevention platforms.
- Analytics and optimization tools: Providers that help us understand service usage and improve website performance, typically using aggregated or pseudonymized data.
Affiliates and Group Companies
- Affiliated brands and entities within Ace Revenue Group and related Virtual Casino Group businesses (such as Silver Oak Casino, Planet 7 Casino, and Captain Jack Casino), to the extent necessary for shared services, consolidated reporting, or compliance, subject to contractual safeguards.
Advertising and Marketing Partners
- Subject to your consent where required, we may share limited information (such as identifiers and cookie-based data) with advertising networks and marketing partners to deliver and measure targeted campaigns.
Regulators, Authorities, and Legal Recipients
- Law enforcement agencies, courts, regulators, tax authorities, or other governmental bodies when we are under a legal obligation to do so or when such disclosure is necessary to protect our rights or the rights of others.
- Third parties involved in the detection, investigation, or prevention of fraud or other illegal activities.
Corporate Transactions
- In the event of a merger, acquisition, restructuring, sale of assets, or similar transaction involving Royal Ace Casino, personal information may be disclosed to prospective or actual purchasers and their advisors, subject to confidentiality obligations and in accordance with applicable laws.
We do not sell your personal information for monetary consideration. Any sharing for targeted advertising or analytics is conducted in line with applicable privacy and marketing regulations and your preferences.
International Transfers
Royal Ace Casino serves players in Canada but operates with infrastructure, partners, and group entities that may be located in multiple jurisdictions, including outside of Canada. As a result, your personal information may be transferred to and processed in countries whose privacy and data protection laws may differ from those in your home jurisdiction.
Locations of Processing
- Servers, support, and processing facilities may be located in Costa Rica, the United States, the European Economic Area (EEA), and other jurisdictions where our service providers or affiliates operate.
Protection Measures for Cross-Border Transfers
- We take reasonable steps to ensure that any international transfer is carried out in compliance with applicable data protection law and that your information is given an adequate level of protection.
- Where required, we implement appropriate safeguards such as:
- Contractual clauses imposing data-protection obligations on the recipient (including clauses modelled on, or consistent with, recognized international standards for cross-border transfers).
- Technical measures (encryption, access controls) limiting the risk of unauthorized access.
- Organizational measures (internal policies, staff training, audits) to protect your information.
By using the services of Royal Ace Casino, you understand that your personal information may be transferred to and processed in countries outside your province or country of residence, subject to the safeguards described above.
Data Retention
We retain personal information only for as long as necessary to fulfil the purposes set out in this Privacy Policy, to comply with legal and regulatory obligations, to resolve disputes, and to enforce our agreements.
General Retention Principles
- Active accounts: We retain your information for the duration of your relationship with Royal Ace Casino.
- Closed or inactive accounts: After your account is closed, we normally retain personal data for a period of up to five (5) years, or longer where required by applicable AML, financial recordkeeping, tax, or other legal obligations.
Indicative Retention Periods
- Identification and KYC data: Typically retained for five (5) years after account closure or the last transaction, to comply with AML and other legal requirements.
- Transaction and gaming history: Retained for a minimum of five (5) years after the relevant activity, or longer where legally mandated for audit or dispute resolution.
- Customer support communications: Retained for up to three (3) years from the last interaction, unless a longer period is necessary to resolve disputes or comply with law.
- Marketing and consent records: Retained for as long as your consent is valid and for a reasonable period thereafter to demonstrate compliance with marketing laws.
Deletion and Anonymization
- When personal information is no longer needed for the purposes for which it was collected, and no longer required to be kept by law, we will securely delete, anonymize, or aggregate it so that it can no longer be linked to you.
- Where technically feasible, backups and archived copies are also cycled out in accordance with our backup policies.
Your Rights
We respect your rights in relation to your personal information. While Royal Ace Casino primarily targets Canadian players, we align our practices with core principles of the GDPR and comparable protections. Depending on your jurisdiction and subject to certain limitations and exemptions, you may have the following rights:
Right of Access
- You may request confirmation as to whether we process your personal information and obtain a copy of such information, together with relevant details about the processing.
Right to Rectification
- You may request that inaccurate, incomplete, or outdated personal information be corrected or updated. In many cases, you can update some details directly via your account settings.
Right to Erasure
- You may request deletion of your personal information where:
- The information is no longer necessary for the purposes for which it was collected; or
- You have withdrawn your consent (where consent is the legal basis and there are no other overriding grounds for retention); or
- Processing is unlawful or no longer justified.
- We may be unable to delete certain data where retention is required by law or necessary to establish, exercise, or defend legal claims.
Right to Restrict Processing
- You may request that we restrict the processing of your personal information in certain circumstances, for example while we verify the accuracy of data you contest or when you object to processing based on legitimate interests.
Right to Object
- You may object to the processing of your personal information based on our legitimate interests, on grounds relating to your particular situation, and we will stop such processing unless we demonstrate compelling legitimate grounds or the processing is necessary for legal claims.
- You may object at any time to the use of your personal information for direct marketing, in which case we will cease processing for these purposes.
Right to Data Portability
- Where processing is based on consent or contract and carried out by automated means, you may request that we provide you with your personal information in a structured, commonly used, and machine-readable format, or request transmission to another controller where technically feasible.
Right to Withdraw Consent
- Where we rely on your consent for processing, you may withdraw that consent at any time by following the unsubscribe link in marketing communications or by contacting us using the details in the "Complaints & Contacts" section.
Procedure for Exercising Rights
- Submit your request by e-mail to [email protected], clearly indicating:
- Your full name and account username;
- The right(s) you wish to exercise; and
- Any additional information needed to locate your records.
- We may need to verify your identity before responding, including by requesting additional information or documentation.
- We aim to respond to your request within thirty (30) days of receipt. If we require more time due to complexity or volume, we will inform you of the extension and reasons.
- Except where requests are manifestly unfounded or excessive, exercising your rights will be free of charge. In such exceptional cases, we may charge a reasonable fee or refuse to act on the request, as permitted by applicable law.
Cookies & Tracking Technologies
Royal Ace Casino uses cookies and similar technologies to provide, secure, and improve the services and to deliver relevant content and advertising in accordance with applicable laws.
Types of Cookies
- Session cookies: Temporary cookies that exist only while your browser is open. They are used to maintain your session, keep you logged in, and enable the functioning of the website. They are deleted when you close your browser.
- Persistent cookies: Cookies that remain on your device after you close your browser and help remember your settings and preferences for future visits (for example, language choice and login preferences).
- First-party cookies: Cookies set by royalace-ca.com, used mainly for core site functionality, security, and analytics.
- Third-party cookies: Cookies set by external service providers, such as analytics platforms or advertising networks, to help measure traffic, prevent fraud, and, where applicable, deliver targeted advertising.
Purposes of Cookies
- Strictly necessary and functional cookies: Required for the proper functioning of the website, including secure login, navigation, and gameplay. Without these cookies, the services may not operate correctly.
- Analytics and performance cookies: Help us understand how visitors use the website, which pages are most popular, and how we can improve the user experience. Data is generally aggregated and used for statistical purposes.
- Advertising and personalization cookies: Used, where legally permitted and subject to your consent, to deliver more relevant ads, track campaign performance, and tailor offers to your interests.
Managing Cookies
- You can manage or disable cookies through your browser settings. Most browsers allow you to:
- View cookies stored on your device;
- Delete cookies; and
- Block cookies from specific sites or all sites.
- Note that blocking or deleting certain cookies may impact the functionality or performance of royalace-ca.com, and some features may not be available.
- Where we provide an internal cookie settings panel on the website, you may use it to adjust your preferences for non-essential cookies.
Data Security
We take the security of your personal information seriously and implement appropriate technical and organizational measures to protect it against unauthorized access, loss, misuse, alteration, or disclosure.
Technical Measures
- Encryption in transit: Data transfers between your device and royalace-ca.com are protected using industry-standard Transport Layer Security (TLS 1.2 or higher), helping to safeguard the confidentiality and integrity of your information.
- Encryption at rest: Sensitive data, such as passwords and certain financial identifiers, is stored in encrypted or hashed form to reduce the risk of unauthorized use.
- Access controls: Access to personal information is restricted to authorized personnel and service providers on a need-to-know basis, secured by authentication and authorization mechanisms.
- Network and system security: Firewalls, intrusion detection and prevention systems, anti-malware solutions, and regular vulnerability assessments are used to protect our infrastructure.
Organizational Measures
- Policies and procedures: Internal policies govern how personal information is handled, accessed, and retained.
- Staff training: Employees and relevant contractors are regularly trained in data protection, information security, and responsible handling of personal information.
- Incident response: Procedures are in place to detect, respond to, and mitigate security incidents. Where required by law, we will notify you and the relevant authorities of a significant data breach affecting your personal information.
While we implement measures consistent with recognized security practices (and aim to align with standards such as ISO 27001 or equivalent where feasible), no system can be guaranteed to be completely secure. You are responsible for maintaining the confidentiality of your account credentials and for using appropriate security measures on your own devices.
Complaints & Contacts
If you have questions about this Privacy Policy, our data protection practices, or wish to exercise your rights, you may contact us using the details below.
Contacting Royal Ace Casino (Royal Ace Casino)
- E-mail (Data Protection / Privacy): [email protected]
- Support phone: Toll-free US/CA support line (as published on royalace-ca.com)
- Website: https://royalace-ca.com
Complaint Procedure
- Submission: Send your complaint or inquiry by e-mail to [email protected], or via any contact or support form provided on royalace-ca.com, including:
- Your full name and account username;
- A clear description of your concern or complaint; and
- Any relevant supporting documentation.
- Acknowledgement: We will acknowledge receipt of your complaint within ten (10) business days where contact details are provided.
- Investigation: Your complaint will be reviewed by our Data Protection Department or an appropriate internal team. We may contact you for additional information if needed.
- Response: We aim to provide a substantive response within thirty (30) days of receiving your complaint. If more time is required due to complexity, we will inform you of the delay and the expected timeframe.
Escalation to Supervisory Authorities
If you are not satisfied with our response or believe that we are processing your personal information in violation of applicable law, you may have the right to lodge a complaint with a competent data protection authority. For Canadian residents, this may include, for example:
- Office of the Privacy Commissioner of Canada (OPC)
Website: https://www.priv.gc.ca
Complaints information: https://www.priv.gc.ca/en/report-a-concern - Where applicable, you may also contact the privacy commissioner in your province or territory of residence.
Updates
We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, legal requirements, or other factors.
How We Notify You of Changes
- Website publication: The latest version of this Privacy Policy will always be available on royalace-ca.com, with the "Last updated" date indicated at the bottom.
- Direct notifications: For material changes that significantly affect the way we process your personal information, we will seek to notify you in advance via:
- E-mail sent to the address associated with your account;
- Prominent notices or banners on the website; and/or
- Alerts displayed in your account dashboard, where applicable.
Advance Notice and Your Options
- Where required or appropriate, we will provide at least thirty (30) days' advance notice of material changes before they take effect.
- If you do not agree with the updated Privacy Policy, you may choose to close your account and stop using the services before the effective date of the changes.
- Continued use of royalace-ca.com after the effective date of the updated Privacy Policy will constitute your acknowledgement and acceptance of the changes.
Last updated: January 2026