Customer Privacy Notice

• Who are we
• The information we collect about you
• How we use your personal data 
• Additional Information For Retail Customers 
• Who we may pass your data on to
• Meeting our responsible gambling obligations
• How long we retain your data
• Location that we may transfer your personal data to
• Security
• Cookies
• Marketing
• Your rights
• How to contact us / Our Data Protection Officer 
• Changes to this Policy

Who we are

LC International Limited and Ladbrokes Betting and Gaming Limited are members of Entain Group of companies and this Notice explains what your personal data will be used for.

Where we use the term “we” or “us”, this includes the entity and Brands (https://entaingroup.com/about/business-overview/our-brands/) and other companies within the Entain group.

We are committed to protecting your personal data when you use our services through our website and mobile application and take the security of your information very seriously. We have strict security measures in place to protect your personal data which includes robust security procedures which are regularly tested and reviewed. If you have any concerns about the way in which we process or protect your personal data or would like to contact us about any aspect of this policy, please get in touch through the contact details at the bottom of this statement.

This privacy notice should be read in conjunction with our cookies notice, any notices or terms located within the stores and our site terms of use / terms and conditions.

The Information we collect about you

We will collect personal data about you from the following sources:

• When you register for an account with us
• When you visit our website or our social media sites
• When you visit us in our betting shops
• Through surveys you complete
• When you communicate with us (by email, mail, phone, in store or through chat or social media)
• When we undertake analysis of your interaction with us
• From our other group companies for internal reasons, primarily for business and operational purposes
• From public sources of information such as public records or social media postings
• From cookies and tracking devices on your devices where you have permitted their use
• From third parties’ databases to comply with our legal and regulatory obligations
• From online vendors and service providers such as financial and shared liquidity services, and from customer lists lawfully acquired from third-party vendors

What We Use your Personal Data for

We also process personal data about individuals who are in the public media for the purposes of bet calculations that help determine the odds we offer and likely outcome of events such as sports, reality TV shows, political votes and other media events. We may collect and store limited personal data which comes from public sources of information, such as Sports Clubs or Governing Bodies, Press and News articles, Social Media postings and Popularity Polls. We may also use the services of 3rd party sports data and technology providers. It is in our legitimate interest to understand key factors that may influences a performance or outcomes when undertaking bet calculations to ensure that we offer competitive rates to our customers

Additional Information For Retail Customers

In addition to the above, when visiting our shops or other sites, we may collect additional personal information about you as set out below

Much of the information we collect about you is required to meet our legal and regulatory obligations, such as Gambling Act and Money Laundering, however, where we ask for your consent to process your personal data, you are not required to provide it, however, if you do not do so, you may not be able to take advantage of our services.

We may also store more sensitive personal data about you (often referred to as “special categories of personal data”) which may come directly from you, from other sources as described above or from decisions we have made about you.

Some of these decisions or actions we may take in managing your account or meeting our legal obligations may involve fully automated decisions. We will however always provide you with contact details where you can ask for a review of the decision or get further information from us.

Who we share your data with

We may need to share personal information with other organisations to ensure that we meet our legal obligations or where we need support in meeting your needs or our contractual obligations. We may also share information with other organisations where we consider it to be in the public interest or in the legitimate interest of ourselves or these other parties. These other parties are typically:

• business partners, suppliers and sub-contractors for the performance of any contract we enter into with them or you;
• our affiliates and selected third parties, where you have expressly opted-out of receiving marketing from us / third parties, have been barred or self-excluded, in which case we may share suppression lists with our affiliates and selected third parties, to ensure you do not receive unsolicited marketing;
• members of the Entain Group and third party suppliers and service providers for any of the purposes identified in the table above; third party suppliers and service providers to the extent they assist the Entain Group with its legal / regulatory obligations e.g. providers of services in respect of anti-money laundering, fraud, verification etc.;
• selected third parties so that they can contact you with details of the services that they provide, where you have expressly opted-in/consented to the disclosure of your personal data for these purposes;
• analytics and search engine providers that assist us in the improvement and optimization of our site and other selected third parties;
• other 3^rd party organisations who ask, encourage or collate feedback and any online views of your experiences with us to help us improve and optimize our services;
• banks, credit card companies, Sports Governing Bodies and relevant agencies who may share with third parties for the purpose of investigating and safeguarding against underage, fraudulent, criminal or suspicious activity or safer gambling (or other activities we are bound by law, regulation or guidance to investigate and safeguard against) or if we have reason to believe that you have undertaken such activity; and
• our regulators, law enforcement or fraud prevention agencies, as well as our legal advisers, courts, applicable independent adjudication services, sports' governing bodies and betting integrity organisations and any other authorised bodies, for the purposes of investigating any actual or suspected criminal activity, maintaining standards of behaviour in sport or other regulatory or legal matters.

We may share your personal information with other members of the Entain Group for marketing purposes. We will not share it with other 3^rd party organisations however unless you have expressly opted-in/consented to the disclosure of your personal data for these purposes.

We may also disclose your personal information to third parties in the following circumstances:

• in the event that we consider selling or buying any business or assets, in which case we will disclose your personal data to any prospective sellers or buyers of such business or assets;
• in the event of any insolvency situation (e.g. the administration or liquidation) of Entain Group plc, or a data controller or any of its group entities;
• if we, or substantially all of our assets, are acquired by a third party, in which case personal data held by us about our customers will be one of the transferred assets;
• in order to enforce or apply our website terms of use;
• to protect the rights, property, or safety of us, our staff, our customers, or others. This includes exchanging information with other companies and organisations (including without limitation, other gambling operators and the local police or other local law enforcement agencies) for the purposes of staff and customer safety, crime prevention, fraud protection and credit risk reduction;
• if we are under a duty to disclose or share your personal data in order to comply with any legal obligation or regulatory requirements, or otherwise for the prevention or detection of fraud or crime;
• If you are based within the UK, when we check your identity when you first become a customer, or check your financial status as required by our License Conditions, we share information with a Credit Reference Agency and this will leave a “soft” footprint on your credit file. Further information about how this agency holds and uses your information can be found here: https://www.transunion.co.uk/legal/privacy-centre; and

• Where you have self-excluded yourself from gambling, we may share this information with our regulators or other companies in our field where we believe it is important to support your exclusion.

Meeting our Responsible Gambling Obligations

• We take responsible gambling very seriously at Entain. We may share your information across our brands in the Entain Group, and where required with other organisations to meet our responsible gambling commitments.
• We have an obligation to identify those at harm from gambling as early as we can and help them stop gambling by placing certain limits on accounts; this could include deposit limits, product limits, limiting the ability of an account to gamble certain products / times / periods or, if applicable, stopping entering our shops. In order to meet these obligations, we continuously analyse customer’s transactions and evaluate behaviour or financial status across all of our products and brands, which may lead us to make decisions on your account(s).
• We are also constantly looking at innovative ways to help spot players who may be on a path to difficulties and identify them digitally and within shops. This means that we may use systems that identify customers (such as facial recognition in our shops, cookies on player’s devices or images sent by you) and internally we have developed systems to understand your play to better communicate any risks concerning your activity. We may also share or receive player data with other organisations who help evaluate risks or assess affordability by looking at how you may interact with other gambling operators or help individuals directly.

In all these cases, please be assured that we take our obligations very seriously, in helping customers gamble responsibly and in protecting your personal information. We will always ensure that we take the most appropriate measures and controls to protect your data.

If you are a customer in the Great Britain and Northern Ireland, the following initiative called “GamProtect” applies to you.

GamProtect (Great Britain and Northern Ireland Players only)

GamProtect is a scheme aimed at people who tell us that they are at high-risk from gambling related harm to their health. For full information about how personal data is managed under this scheme please see the GamProtect website here

How long we retain your personal data

The above retention times may be extended for example where it is needed to meet a specific regulatory obligation, investigate a crime, handle a claim or resolve a complaint.

Locations that we may transfer your personal data

From time to time, service providers, members of the Entain Group and organisations with whom we work with, may be located outside the UK or European Economic Area in countries that do not have the same standards of protection for personal data as the UK or EEA Countries. We will, however, always use every reasonable effort to ensure sufficient protections are in place to safeguard your personal data. We will also ensure that our service providers enter into compliant processing agreements with us to ensure that your personal data is processed in accordance with applicable data protection legislation. Further information about the mechanisms we will apply can be found here but please contact us on the email address below if you have any specific questions regarding international transfers: https://ec.europa.eu/info/law/law-topic/data-protection/international-dimension-data-protection_en.

Security

We take compliance with security regulations, standards, guidelines and privacy laws very seriously and promote security measures that will maintain the confidentiality, integrity and availability of personal data. We use reasonable organisational, technical and administrative measures to protect customer personal data from unauthorised access, alteration, disclosure or destruction of personal data that we hold.

As a business, we have secure firewalled datacentres, certified encrypted webpages and we are ISO27001:2013 certified. We also take steps to ensure our subsidiaries, agents, affiliates and suppliers employ adequate levels of security across the business.

Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to prevent unauthorised access attempts.

Cookies

We use cookies for various purposes including making your experience of our website better. For more information on our use of cookies, please see our Cookies Notice.

Marketing Communications and your choices

When we first collect your personal data, we’ll ask you to tell us how you would like to hear from us in future about our other products and services. It’ will normally be via a tick boxes on forms or web page and you can opt-out at any time.

What is 'Opting Out'?

The term opt out refers to several methods by which individuals can avoid receiving unsolicited product or service information. This ability is usually associated with direct marketing campaigns such as telemarketing, e-mail marketing, or direct mail.

*Please consider that 'opting out' will not prevent any essential customer correspondence e.g. bet or account correspondence.

How can I opt out of marketing correspondence?

If you do not wish to receive any offers, promotions, information on events and tailored communications based on your account activity, you can request to be made un-contactable by:

• Using the “unsubscribe” option provided in any marketing communication you receive
• changing your preferences on your account settings
• contacting our Customer Support department.

What details do you require from me?

We would need as much of the following as possible, to ensure that you are not sent any further unwanted correspondence:

• Your full name
• Your account number/The Grid or Connect card number (if applicable)
• How we contacted you, i.e. email, SMS, or post
• The mobile number or email/postal address we contacted you on
• The mobile number or email address that the message came from
• The date(s) and time(s) you were contacted
• A copy of the message you were sent (e.g. a screenshot or a forwarded email sent to our customer care team)

Your rights

If you would like to exercise any of your data protection rights, such as the right of access to your information or data deletion, directly by yourself or by a third party on your behalf, please contact privacy@ladbrokes.com

Contact Us or Our Data Protection Officer

If you have any questions about this notice or would like further information about your rights, please contact by one of the following means:

By email: dataprotection@entaingroup.com.

Our Data Protection Officer be also be contacted at the above address or by emailing dataprotectionofficer@entaingroup.com.

Please note that these channels are not monitored for any customer service-related queries.

Changes to this Privacy Policy

Any changes to this privacy policy in the future will be posted on this page, and where appropriate, notified to you by email. Please check back frequently to see any updates or changes to this privacy policy.

This policy was last reviewed and updated: 23/02/2024