The Senet Group only records personal data from those wishing to register a complaint. We require and retain the complainant’s name, email address and contact telephone number along with information on the nature of the alleged breach of our Enforceable Commitments. If the complaint is on behalf of an entity, we ask for the name of that entity.
Senet Group retains this information in an electronic register of all complaints. If the complaint is in relation to a member company and one of the Senet Group Enforceable commitments we may open an electronic case file in which we will record our investigations and the decisions taken. In these cases the complaint and identity of the complainant will be shared with the member company being complained about. This is necessary to complete an investigation.
If a complaint is not in relation to an Enforceable Commitment or relates to a gambling operator not in Senet membership, we will inform the complainant and refer them to the appropriate statutory regulatory body. It is not our policy to share personal information relating to a complaint outside of the Senet Group management and board members without the consent of the complainant.
It is our policy to delete personal information three years after it is received. We believe this is an appropriate timeframe given the possibility of repeat complaints or unresolved disputes and the possibility the Gambling Commission or other statutory bodies might seek our support. In such circumstances personal information would only be shared on receipt of appropriate instructions.
The complaints register and any report on a case under investigation is shared with board members solely in relation to their responsibilities as Directors of the Senet Group.
Once we have received your information, we will follow record-keeping procedures and security features to try to prevent unauthorized access. We will not allow your personal data to be transferred outside of the European Economic Area, unless we are satisfied that the transfer is in accordance with the applicable data protection laws.
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 provided to us via the Internet; any such data transmission is at your own risk.