Privacy Policy
This Privacy Policy explains how Flamez collects, uses, stores, and protects personal information belonging to players who register an account or otherwise interact with this website. It also sets out how cookies and similar technologies are used, what rights account holders have over their personal data, and how to raise a question or concern about privacy practices. This document applies to all visitors and registered players in New Zealand and should be read alongside the general terms and conditions that govern use of the platform.
Flamez is operated by Ganadu Gaming Limited, registered at PO Box 2283, Columbus Centre, Road Town, Tortola, British Virgin Islands, under a licence issued by the Kahnawake Gaming Commission. Payment processing is handled by Otso Operations Limited, a company registered in Cyprus. Both entities play a role in handling certain categories of personal and financial data as described below, and both are bound by the standards described in this policy.
Information We Collect
When a person registers an account, deposits funds, plays games, or contacts support, a range of personal information is collected and processed. This includes identity details such as full name, date of birth, and residential address, which are required to confirm eligibility and comply with the legal minimum gambling age of 18 in New Zealand. Contact information, including an email address and phone number, is collected to allow account communication and to support account recovery and security processes. Financial information relating to deposits, withdrawals, and payment method details is also processed, along with technical data such as IP address, device type, browser information, and login timestamps, which help maintain account security and detect irregular activity.
Gameplay data, including wagering history, game selection, session duration, and outcomes, is also recorded. This information supports responsible gambling monitoring, fraud prevention, and the accurate calculation of any wagering conditions attached to a bonus. Where identity verification is required, copies of official documents such as government-issued identification, proof of address, or payment method verification may also be collected and stored securely.
Summary of Data Categories
| Data Category | Examples | Primary Purpose |
|---|---|---|
| Identity data | Name, date of birth, address | Age verification, eligibility, KYC compliance |
| Contact data | Email, phone number | Account communication, security alerts |
| Financial data | Payment method, transaction history | Processing deposits and withdrawals |
| Technical data | IP address, device, browser | Security, fraud detection, platform performance |
| Gameplay data | Wagering activity, session history | Fair play monitoring, responsible gambling tools |
| Verification documents | ID, proof of address | Compliance with licensing and anti-fraud obligations |
How Personal Information Is Used
Personal information is used primarily to operate a player account, process transactions, verify identity, and comply with obligations under the operator’s Kahnawake Gaming Commission licence. This includes confirming that an applicant meets the minimum age requirement of 18 years before an account is activated, and periodically re-confirming eligibility where required by compliance procedures. Data is also used to detect and prevent fraud, money laundering, or other prohibited activity, and to maintain the integrity and security of the platform through measures such as TLS encryption and two-factor authentication.
Information may additionally be used to support responsible gambling tools, including monitoring for patterns that could indicate harmful play, applying deposit or session limits a player has set, and enforcing self-exclusion or time-out periods once requested. Where a player participates in an offer such as the welcome package of 200 free spins on a qualifying first deposit, account and gameplay data is used to confirm eligibility, track progress toward the applicable wagering condition of 10x on free-spin winnings, and calculate any resulting balance. Cashback calculations, including the daily cashback structure and any enhanced VIP Inferno cashback tier, similarly rely on gameplay data to determine amounts credited.
Cookies and Similar Technologies
Cookies are small text files stored on a device when the website is visited. Flamez uses cookies and similar technologies to keep a player logged in during a session, remember preferences such as language or display settings, and understand how the site is used so that performance and usability can be improved over time. Some cookies are strictly necessary for the site to function, such as those managing secure login sessions, while others are used for analytics or to measure the effectiveness of website features.
Most browsers allow cookies to be controlled or deleted through browser settings. Disabling certain cookies may affect the functionality of the website, including the ability to remain logged in or to have preferences remembered between visits. Where third-party service providers, such as payment processors or analytics providers, place their own cookies, those providers are responsible for their own cookie practices, and players are encouraged to review the relevant third-party policy where more detail is needed.
Sharing of Information with Third Parties
Personal information may be shared with selected third parties where necessary to operate the service or to comply with legal and regulatory obligations. This includes payment service providers, such as Otso Operations Limited, which process deposits and withdrawals and may require identity or transaction information to complete a payment. Identity verification providers may also receive documents submitted during a know-your-customer check, in order to confirm a player’s identity and eligibility.
Information may also be disclosed to regulatory or licensing authorities, including the Kahnawake Gaming Commission, where required for compliance, audit, or investigative purposes. Game providers whose titles are offered on the platform may receive limited gameplay data necessary to operate individual games and to support certified random number generator audits carried out by independent testing bodies. Personal information is not sold to third parties for marketing purposes, and any sharing that does occur is limited to what is reasonably necessary for the purposes described in this policy.
Data Retention
Personal information is retained for as long as an account remains active and for a further period after account closure, where required to meet legal, regulatory, or accounting obligations. Retention periods vary depending on the category of data and the applicable regulatory requirement; for example, transaction and identity verification records are typically retained for longer periods than general browsing data, in order to satisfy anti-money laundering and licensing obligations. Where data is no longer required for these purposes, it is deleted or anonymised in line with standard data protection practice.
Data Security
Flamez applies a range of technical and organisational measures designed to protect personal information from unauthorised access, loss, or misuse. These include TLS encryption for data transmitted between a player’s device and the platform, ISO 27001 aligned information security practices, and two-factor authentication options to add a further layer of account protection. Access to personal data within the organisation is limited to personnel who require it to perform their role, and financial and identity documents submitted for verification purposes are stored using secure systems consistent with industry practice.
While reasonable steps are taken to protect personal information, no system can guarantee absolute security, and players are encouraged to take their own precautions, such as using a strong, unique password and avoiding sharing account credentials with anyone. If a player suspects unauthorised access to their account, they should contact support as soon as possible so that appropriate action can be taken.
Player Rights Over Personal Data
Players generally have the right to request access to the personal information held about them, to request correction of inaccurate information, and to request deletion of data where it is no longer required for a legitimate purpose or legal obligation. Players may also object to certain uses of their data, such as direct marketing communications, and may withdraw consent for optional processing activities at any time, without affecting the lawfulness of processing carried out before that withdrawal.
Requests relating to personal data can be made by contacting customer support through the available channels, including live chat or email. Reasonable identity verification may be required before a request is actioned, in order to protect the account holder from unauthorised disclosure of their information. Where a request cannot be fulfilled in full, for example because retention of certain records is required by licensing or anti-money laundering rules, an explanation will be provided.
Responsible Gambling and Data Use
Data protection and responsible gambling are closely linked at Flamez, since account and gameplay information is used to support the tools available to players who wish to manage their play. These tools include deposit limits, loss limits, session limits, stake limits, reality checks, a self-assessment test, time-out periods ranging from 24 hours to several weeks, self-exclusion, and a withdrawal lock feature. Personal information relevant to these settings, such as limit preferences and self-exclusion status, is retained and applied consistently across the account to help ensure the chosen protections remain in effect.
All players must be 18 years of age or older to hold an account, and identity data collected during registration and verification is used, in part, to confirm this requirement is met. Players who feel their gambling may be becoming a concern are encouraged to make use of the available tools and, where appropriate, to seek support from independent responsible-gambling organisations. Further detail on these protections is available on the dedicated responsible gaming page.
Bonus-Related Data and Conditions
Where an account participates in a bonus arrangement, related data is processed strictly to confirm eligibility and to apply the associated conditions rather than for any promotional purpose. The table below summarises, for reference, the type of information relevant to the current welcome package structure and how it is used.
| Element | Detail | Data Purpose |
|---|---|---|
| Qualifying deposit | NZ$20 or more | Confirms eligibility for the free spins package |
| Free spins | 200, credited over 5 days | Tracked against the account to confirm delivery |
| Spin value | NZ$0.10 per spin | Used to calculate resulting winnings |
| Wagering requirement | 10x on free-spin winnings | Monitored via gameplay data until met |
| Cashback | 5-15% daily, up to 20% for VIP Inferno tier | Calculated from net loss data recorded on the account |
Full terms governing eligibility, wagering, and any excluded methods are set out in the general terms and conditions rather than in this privacy document, and this policy addresses only how the associated personal data is handled.
Children and Minors
Flamez does not knowingly collect personal information from anyone under the age of 18, consistent with the legal minimum gambling age in New Zealand. Where it becomes apparent that an account has been opened by a person under this age, the account will be closed and any funds handled in accordance with applicable regulatory requirements, and the associated personal data will be processed only to the extent necessary to close the account and meet compliance obligations.
International Data Transfers
Because the operator, payment processor, and certain service providers are based in different jurisdictions, personal information may be transferred to and processed in countries outside New Zealand. Where such transfers occur, reasonable steps are taken to ensure the information continues to receive an appropriate standard of protection, consistent with the practices described in this policy and any applicable regulatory requirements linked to the Kahnawake Gaming Commission licence.
Changes to This Policy
This Privacy Policy may be updated periodically to reflect changes in data handling practices, legal requirements, or the services offered. Any updated version will be published on the website, and continued use of the account after an update takes effect will be treated as acceptance of the revised terms. Players are encouraged to review this page from time to time to stay informed about how their personal information is handled.
Contacting Us About Privacy
Questions, concerns, or requests relating to this Privacy Policy or the handling of personal information can be directed to customer support, which is available through live chat around the clock, or by email. Support staff can assist with data access requests, clarify how a particular category of information is used, or escalate a concern to the appropriate internal team where needed. Players who wish to raise a complaint that cannot be resolved through standard support channels may also refer to the dispute resolution provisions contained in the general terms and conditions.