NeoSpin Privacy Policy

At NeoSpin, we respect your privacy and are committed to protecting your personal data. This Privacy Policy explains how we collect, use, store and safeguard your information when you visit our website or play at NeoSpin Casino. By registering an account, you confirm that you have read and understood how we handle your data.

Who We Are

Our casino is operated by Metlait SRL, registered under the laws of Costa Rica, No. 3-102-911867, with its registered address at El Guayaval, Residencial La Campina Casa Numero Q-11, Cartago, El Guarco, Tejar, 30801, Costa Rica. We operate under a licence issued by the Tobique Gaming Commission, No. 0000064. Certain Paysafe transactions on our platform are processed by Tronabriz Limited, acting as our authorised payment processor. We at NeoSpin ensure that all data processing activities comply with applicable regulatory requirements under our licence.

Information We Collect

When you create an account or use our services, we collect several categories of information necessary to provide you with a safe and compliant gaming experience. We gather this data directly from you, automatically through your use of our website, and sometimes from third parties such as payment providers or verification services.

• We collect your registration details, including your name, date of birth, email address, phone number and residential address
• We record identification documents, proof of address and proof of payment submitted during our KYC verification process
• We track your gaming activity, including deposits, withdrawals, wagering history and bonus usage, to improve our services and meet regulatory obligations
• We store technical data such as IP address, device type, browser information and login timestamps
• We retain correspondence with our support team, including live chat transcripts and emails
• We may collect payment details relevant to processing your transactions through our approved deposit and withdrawal methods

How We Use Your Data

Here at NeoSpin, we provide a secure environment where your information is used strictly for legitimate purposes. Our Vegas platform of operations relies on your data to verify your identity, process transactions, prevent fraud and comply with anti-money laundering obligations under our licence from the Tobique Gaming Commission.

• We use your data to verify your identity and age before allowing real-money play
• We process your deposits and withdrawals through our supported payment methods
• We monitor transactions to detect suspicious activity and prevent fraud or money laundering
• We send you account notifications, promotional offers and updates about our Loyalty Program, provided you have not opted out
• We use aggregated data to improve game selection, website performance and customer support quality
• We retain records as required to resolve disputes, including those handled through EGIS, our Alternative Dispute Resolution provider

Legal Basis for Processing

We process your personal data based on several legal grounds, including the performance of our contract with you, compliance with our licensing and anti-fraud obligations, your consent where applicable, and our legitimate interest in maintaining a secure and well-functioning platform. Where required, we will ask for your explicit consent before sending marketing communications or using cookies for non-essential purposes.

Know Your Customer (KYC) Verification

To comply with regulatory requirements, we require identification documents, proof of address and proof of payment, which must be submitted in Latin or Cyrillic script. We may also request phone or video verification. If verification is not completed within two weeks, your account may be locked. We retain this documentation for as long as necessary to meet our legal and regulatory obligations.

How We Share Your Information

We do not sell your personal data. However, we may share information with trusted third parties where necessary to operate our services effectively and lawfully.

• We share data with payment processors, including Tronabriz Limited, to process your transactions
• We share data with game providers and live dealer studios to enable gameplay and ensure fair outcomes
• We disclose information to regulatory authorities, including the Tobique Gaming Commission, when legally required
• We may share data with our ADR provider, EGIS, if a dispute is submitted for resolution
• We engage service providers for IT support, fraud prevention and customer communications under strict confidentiality obligations

Data Retention

We retain your personal data for as long as your account remains active and for a reasonable period afterward to comply with legal, tax and regulatory requirements. Our VIP and loyalty records, including Complimentary Points history, are kept for as long as necessary to administer your status. If your account becomes inactive for 12 months without login or play, a monthly dormancy fee of €25 applies, and we continue to retain your data in accordance with our record-keeping obligations.

Cookies and Tracking Technologies

Our NeoSpin website uses cookies and similar technologies to enhance your browsing experience, remember your preferences and analyse site traffic. You can manage cookie settings through your browser, though disabling certain cookies may affect the functionality of our casino services. For more detailed information, please refer to our separate Cookie Policy.

Your Rights

Depending on your jurisdiction, you may have certain rights regarding your personal data. We respect these rights and will respond to your requests within a reasonable timeframe.

• You have the right to request access to the personal data we hold about you
• You may ask us to correct inaccurate or incomplete information
• You can request deletion of your data, subject to our legal and regulatory retention obligations
• You may object to or restrict certain processing activities, including direct marketing
• You have the right to withdraw consent at any time where processing is based on consent
• You may lodge a complaint with the relevant supervisory authority if you believe your rights have been violated

Data Security

We at NeoSpin take data protection seriously and use encrypted data transfer to safeguard your personal and financial information. Our games are sourced from certified providers, and our platform employs industry-standard security measures to prevent unauthorised access, loss or misuse of your data. While we strive to protect your information, no system is completely infallible, and we encourage you to use strong passwords and safeguard your login credentials.

International Data Transfers

As our casino serves players across multiple jurisdictions, including Australia, New Zealand, Canada, Norway, Germany, Austria and Switzerland, your data may be transferred and processed outside your country of residence. We ensure that appropriate safeguards are in place when transferring data internationally, in line with our obligations under the Tobique Gaming Commission licence.

Restricted Jurisdictions

Real-money play is prohibited for residents of certain countries, as outlined in our Terms and Conditions. We do not knowingly process data from individuals attempting to access our services from restricted territories, and using a VPN to bypass geographic restrictions is prohibited and may result in confiscation of winnings and closure of your account.

Children's Privacy

Our services are intended exclusively for adults who meet the legal gambling age in their jurisdiction. We do not knowingly collect personal data from minors. If we become aware that we have inadvertently collected information from an underage individual, we will take immediate steps to delete such data and close the associated account.

Dispute Resolution

If you have concerns about how we handle your data, we encourage you to contact our support team first at support@neospin.com. Should a dispute remain unresolved, you may escalate the matter to EGIS, our independent Alternative Dispute Resolution provider, which operates under the regulations of the Tobique Gaming Commission. Claims must be filed within one year, and unresolved disputes may proceed to arbitration in Costa Rica.

Changes to This Policy

We may update this Privacy Policy periodically to reflect changes in our practices, technology or legal requirements. Any updates will be posted on our website, and continued use of our services after such changes constitutes your acceptance of the revised policy. We recommend reviewing this page periodically to stay informed about how we protect your information.

Contact Us

If you have any questions about this Privacy Policy or how we handle your personal data, please reach out to our support team through live chat, available 24/7, or by emailing support@neospin.com. We at NeoSpin are committed to addressing your concerns promptly and transparently.