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Privacy Policy

This Privacy Policy explains how personal data is collected, used, disclosed and protected when you use the Dream Palace experience offered via the website dreampalace.bet and any related pages or services (together, the "Services"). It applies to all players, account holders, and visitors to dreampalace.bet, whether you access the Services from the United Kingdom or from another country where Dream Palace is made available. By using the Services on or after 6 November 2025, you acknowledge that you have read and understood this Privacy Policy.

Who We Are

OBSERVE: The Services are operated for the Dream Palace experience by ProgressPlay Limited ("ProgressPlay", "we", "us", "our"). ProgressPlay Limited is a company registered in Malta with its registered office at Level 3 (Suite No. 1258), Tower Business Centre, Tower Street, Swatar, Birkirkara, BKR 4013, Malta. ProgressPlay is licensed and regulated for customers in Great Britain by the UK Gambling Commission under licence number 39335, as listed on the public register at the Gambling Commission's website. For players outside Great Britain, certain operations are carried out under a business-to-consumer licence issued by the Malta Gaming Authority (MGA/B2C/231/2012).

EXPAND: For data protection purposes, ProgressPlay Limited is generally the "data controller" in relation to your personal data processed through dreampalace.bet for the Dream Palace experience. In some cases, selected marketing partners who promote the Dream Palace brand may act as joint controllers or independent controllers for their own activities, but the core gaming and account services are controlled by ProgressPlay. Some legacy information, such as terms and conditions, bonus rules, privacy and responsible gambling policies, may still be hosted under dreampalacecasino.com; these pages form part of the same Dream Palace service operated at dreampalace.bet and should be read together with this Privacy Policy.

REFLECT: If you have any questions about this Privacy Policy or how your personal data is handled, you may contact our data protection point of contact:

  • Data Protection Contact / DPO: Data Protection Officer, ProgressPlay Limited
  • Email: [email protected]
  • Postal address: Data Protection Officer, ProgressPlay Limited, Level 3 (Suite No. 1258), Tower Business Centre, Tower Street, Swatar, Birkirkara, BKR 4013, Malta
  • Online: via any dedicated privacy or contact forms provided within your dreampalace.bet account area (where available)

What Personal Data We Collect

OBSERVE: When you use dreampalace.bet for the Dream Palace experience, we collect different categories of personal and technical data so that we can operate our online casino services, comply with our legal obligations, and improve your experience.

EXPAND: The main categories of data we may collect and process include:

  • Identification and contact data: full name, username, date of birth, postal address, country of residence, email address, telephone number, copies of identification documents (e.g. passport, ID card, driving licence), proof of address, and any other KYC (Know Your Customer) information you provide.
  • Account and interaction data: registration details, login records, language and currency preferences, communication preferences, messages and correspondence with customer support, records of complaints or disputes, and notes relating to responsible gambling interactions.
  • Gaming and behavioural data: betting and wagering history, deposits and withdrawals, game play and session information, bonuses claimed and used, wins and losses, self-exclusion and limits, pages viewed, clicks, scrolls, time spent on site, and interaction with promotional messages.
  • Payment and financial data: partial payment card details (subject to PCI and security standards), payment tokens, bank account or e-wallet identifiers, transaction identifiers, currency, amounts and timestamps, chargeback and refund information, and records used for anti-money laundering and counter-terrorist financing checks.
  • Technical and device data: IP address, approximate location derived from IP, device type, operating system, browser type and version, device identifiers, network information, log files, and security event data (such as failed logins and suspected fraud indicators).
  • Cookies and similar technologies: identifiers stored or read from your device using cookies, pixels, tags, SDKs and similar technologies which may relate to session management, preferences, analytics, advertising and fraud prevention.
  • Third-party data: information received from payment providers, verification services, marketing partners, anti-fraud and risk management providers, and regulatory or law enforcement bodies where permitted by law.

REFLECT: We collect this information in a proportionate way and link it to your account so that we can identify you correctly, provide secure gaming services, and meet our legal and regulatory duties in the UK and other relevant jurisdictions.

Legal Basis for Processing

OBSERVE: ProgressPlay processes personal data in accordance with the UK General Data Protection Regulation ("UK GDPR"), the Data Protection Act 2018, and, where applicable, the EU GDPR and other local data protection laws such as the Mexican Federal Law on Protection of Personal Data Held by Private Parties. The lawful basis for processing depends on the purpose for which the data is used.

EXPAND: In particular, we rely on the following legal grounds:

  • Contractual necessity: To set up and manage your Dream Palace account at dreampalace.bet, verify your age and identity, process deposits and withdrawals, provide games, manage bonuses, communicate essential service updates, and handle queries and complaints. Without this data we cannot provide the Services.
  • Legal and regulatory obligations: To comply with obligations under UK gambling legislation and regulation (including UKGC Licence Conditions and Codes of Practice), anti-money laundering and counter-terrorist financing laws, tax and accounting rules, responsible gambling duties, record-keeping requirements, and orders from courts, regulators or law enforcement. This may require retaining and analysing your data for set periods.
  • Legitimate interests: To protect the security and integrity of dreampalace.bet, prevent and detect fraud, abuse and collusion, carry out risk management and business analytics, develop and improve our products and Services, and defend or establish legal claims. When relying on legitimate interests we balance our interests against your rights and freedoms and implement appropriate safeguards.
  • Consent: For optional activities such as certain types of marketing communications, non-essential cookies and similar tracking technologies, and in some jurisdictions for specific profiling or international transfers. Where we rely on consent, you may withdraw it at any time via your account settings or by contacting us, without affecting the lawfulness of processing before withdrawal.
  • Vital interests and public interest (limited cases): In rare circumstances we may need to process data to protect you or another person from serious harm, or to cooperate with public interest investigations, in line with applicable law.

REFLECT: We clearly indicate when providing data is mandatory (for legal or contractual reasons) and when it is optional. If you choose not to provide mandatory information, we may not be able to open or maintain your account or provide certain Services.

Purpose of Processing

OBSERVE: We use personal data for defined purposes that are closely linked to operating a compliant online casino for Dream Palace players through dreampalace.bet.

EXPAND: The main purposes include:

  • Providing and managing the Services: creating and administering your account, verifying age and identity, enabling deposits, wagers and withdrawals, running games, managing loyalty and bonus programmes, and delivering customer support.
  • Compliance and responsible gambling: performing due diligence and risk assessments, meeting AML/CTF and sanctions screening obligations, monitoring play patterns for markers of harm, applying limits, time-outs or self-exclusion where requested or required, and keeping appropriate regulatory records.
  • Service improvement and analytics: analysing how the Services are used, understanding game performance, testing new features, and improving the user experience, while using aggregation, pseudonymisation or anonymisation where appropriate.
  • Marketing and personalisation: sending permitted marketing communications about Dream Palace services at dreampalace.bet, tailoring offers and recommendations, and measuring the effectiveness of campaigns, subject to your choices and applicable laws.
  • Security and fraud prevention: monitoring logins and transactions, detecting suspicious behaviour, protecting accounts and systems, and enforcing our terms and conditions.
  • Business operations: managing our relationship with partners and suppliers, preparing management reports and statistics, performing audits, and handling mergers, acquisitions or other corporate transactions where relevant.

REFLECT: We do not use your personal data for purposes that are incompatible with those described in this Privacy Policy. If we wish to use your data for a materially different purpose, we will explain this and, where required, seek your consent before proceeding.

Disclosure & Sharing

OBSERVE: To provide the Dream Palace experience on dreampalace.bet, we share personal data with a number of carefully selected third parties. We require all such recipients to handle your information securely and lawfully.

EXPAND: We may share your data with the following categories of recipients:

  • Group companies and brand partners: entities within the ProgressPlay group and authorised marketing partners who support the Dream Palace brand, to the extent necessary for centralised services, reporting, and brand management.
  • Payment and financial service providers: banks, card schemes, payment processors, e-wallet providers and similar institutions that process your deposits, withdrawals and refunds, or assist with fraud and risk checks.
  • Technical and operational service providers: hosting and cloud providers, IT support, CRM and communication platforms, analytics providers, identity verification and KYC vendors, anti-fraud and risk management services, and customer support tools.
  • Regulators and competent authorities: the UK Gambling Commission (including via its public register and regulatory reporting tools), the Malta Gaming Authority, data protection authorities, law enforcement agencies, courts and other public bodies, where we are required or permitted by law to do so.
  • Affiliates and advertising networks: selected affiliates and advertising partners that promote dreampalace.bet, but only where this complies with marketing and cookie laws and, where required, is based on your consent to relevant cookies or tracking technologies.
  • ADR and dispute resolution providers: where you escalate a gambling-related dispute to an approved third-party Alternative Dispute Resolution (ADR) provider such as IBAS or CEDR (as identified in our terms and regulatory information), we may share relevant account and transaction information with that provider.
  • Professional advisers and auditors: lawyers, accountants, auditors and consultants who provide services to ProgressPlay and who are bound by confidentiality obligations.
  • Corporate transactions: third parties involved in a merger, acquisition, reorganisation or sale of assets, in which case we will take steps to ensure your rights continue to be protected.

REFLECT: We do not sell your personal data in the sense commonly used in some jurisdictions. Any sharing for marketing or advertising purposes is carried out in compliance with applicable privacy and e-privacy laws, and you can manage your marketing preferences at any time.

International Transfers

OBSERVE: The Services for Dream Palace are operated from, and supported by, entities and providers located in multiple countries. This may involve transferring your personal data outside the United Kingdom and, where applicable, the European Economic Area (EEA).

EXPAND: Typical transfer scenarios include:

  • Intra-group and operational transfers: transfers between ProgressPlay operations in Malta and other locations for hosting, support and compliance functions. Malta is an EU Member State and subject to the EU GDPR; the UK currently recognises the EU/EEA as providing adequate protection for data transfers.
  • Third-country service providers: use of cloud, analytics, payment or support providers located in countries that may not have been deemed by the UK or EU to provide an adequate level of protection (for example, certain providers in the United States or other jurisdictions).

Where we transfer data to a country without an adequacy decision, we implement appropriate safeguards, such as:

  • standard contractual clauses approved by the European Commission together with the UK International Data Transfer Addendum or the UK International Data Transfer Agreement, as relevant;
  • technical measures such as encryption and pseudonymisation, combined with strict access controls; and
  • careful assessment of local laws and additional contractual and organisational safeguards where required.

REFLECT: You may contact us for more information about the safeguards used for international transfers, including copies of relevant contractual protections, subject to redactions to protect commercial confidentiality and security.

Data Retention

OBSERVE: We retain personal data only for as long as reasonably necessary to fulfil the purposes for which it was collected and to meet legal, regulatory, tax, accounting and reporting requirements applicable to online gambling operators.

EXPAND: While exact periods may vary depending on the jurisdiction and the nature of the data, we apply the following general principles:

  • Account and transactional records: core account details, identity verification records, gaming history and payment transactions are usually kept for at least five (5) years after the end of your relationship with us (for example, after account closure), in order to comply with anti-money laundering, counter-terrorist financing and gambling regulatory obligations. In some cases these periods may be extended (for example, where required by law or in connection with ongoing investigations or disputes).
  • Marketing data: information used for marketing is generally retained while you maintain an active relationship with us and have not withdrawn consent or opted out, and for a limited period thereafter to document your marketing preferences.
  • Technical and log data: security logs and technical records are retained for shorter periods, typically ranging from several months to a few years depending on the sensitivity of the data and the risks involved.
  • Cookies: cookie data is stored for the duration indicated in our cookie management tools or browser settings, with session cookies expiring when you close your browser and persistent cookies stored for longer but time-limited periods.

REFLECT: When data is no longer required, we either securely delete or anonymise it. Where we anonymise data, it is no longer considered personal data and may be used for statistical, analytical or business purposes. You may request more detailed information about specific retention periods relevant to your account at any time.

Your Rights

OBSERVE: As a user of dreampalace.bet for the Dream Palace experience, you have a number of rights in relation to your personal data under the UK GDPR and, where applicable, the EU GDPR and other local laws. For players located in Mexico, we also take into account the rights recognised in the Mexican Federal Law on Protection of Personal Data Held by Private Parties and its implementing regulations.

EXPAND: Subject to certain conditions and exceptions, your rights may include:

  • Right of access: to obtain confirmation as to whether we are processing your personal data and, if so, to receive a copy of that data together with relevant information about the processing.
  • Right to rectification: to have inaccurate or incomplete personal data corrected or completed. In many cases you can update your details directly in your dreampalace.bet account.
  • Right to erasure ("right to be forgotten" / cancellation): to request deletion of your personal data where it is no longer necessary for the purposes for which it was collected, where you withdraw consent (if consent was the legal basis), or where the data has been processed unlawfully, subject to our need to retain certain records to comply with legal and regulatory obligations.
  • Right to restriction of processing: to request that we limit the processing of your data in certain cases, for example while we verify its accuracy or where you have objected to processing.
  • Right to object: to object at any time to processing based on our legitimate interests, including profiling related to such interests, and to object to direct marketing (including profiling for marketing). We will stop such processing unless we have compelling legitimate grounds or are required by law to continue.
  • Right to data portability: to receive certain personal data in a structured, commonly used and machine-readable format and to transmit that data to another controller where technically feasible and where the processing is based on consent or contract and carried out by automated means.
  • Rights in relation to automated decision-making: to request human intervention, to express your point of view, and to contest decisions that are based solely on automated processing and have legal or similarly significant effects on you, subject to legal limitations applicable to gambling risk and AML assessments.
  • Right to withdraw consent: where processing is based on your consent (for example, certain marketing activities or cookies), you may withdraw that consent at any time using your account settings, unsubscribe links in emails, or by contacting us.

For users located in Mexico, these rights broadly correspond to the ARCO rights (Acceso, Rectificación, Cancelación y Oposición) and related rights under Mexican data protection regulations, and we will handle such requests consistently with those standards where they apply.

REFLECT: You can exercise your rights by contacting us at [email protected] or via any dedicated privacy request tools we provide. We will review and respond to your request without undue delay and, in general, within one (1) month (30 days) of receipt, although this period may be extended where permitted by law, for example for complex requests. We will not charge you for exercising your rights unless a request is manifestly unfounded or excessive, in which case we may charge a reasonable fee or refuse the request. Before responding, we may need to verify your identity to protect your account and personal data.

Cookies & Tracking Technologies

OBSERVE: dreampalace.bet uses cookies and similar tracking technologies to provide, secure and enhance the Dream Palace experience, and to support analytics and marketing activities.

EXPAND: The main types of cookies and similar technologies we use include:

  • Strictly necessary and functional cookies: typically session or short-lived persistent cookies that are essential for operating the website, enabling you to log in, maintain a secure session, place bets, manage your account, remember your language and other preferences, and provide core functionality.
  • Analytics and performance cookies: usually persistent or third-party cookies used to understand how visitors interact with dreampalace.bet, which pages are most popular, how long users stay, and how the site performs. We use this information to improve functionality and user experience, often in aggregated or pseudonymised form.
  • Advertising and affiliation cookies: persistent or third-party cookies, pixels or tags that help us and our selected advertising and affiliate partners understand how effective our marketing campaigns are, avoid showing the same adverts repeatedly, and provide more relevant offers, subject to your consent where required by law.
  • Security and fraud prevention tools: technologies that help detect automated activity, prevent abuse, and safeguard accounts and transactions.

REFLECT: When you first visit dreampalace.bet, you may be presented with a cookie banner or consent management tool that allows you to accept or reject non-essential cookies. You can change your preferences at any time through that tool (where available) or by adjusting your browser settings to block or delete cookies. Please note that blocking certain cookies may affect the functionality and performance of the Services. Further details may be provided in a dedicated cookie policy or within our cookie consent interface.

Data Security

OBSERVE: Protecting your personal data and ensuring the integrity of the Dream Palace experience at dreampalace.bet is a core obligation for ProgressPlay. We implement technical and organisational measures designed to protect your information against unauthorised access, accidental loss, misuse or alteration.

EXPAND: Our security framework includes, among other things:

  • Encryption and secure transmission: use of industry-standard transport layer security (TLS 1.2 or higher) for data in transit between your browser or device and our servers, and appropriate encryption or pseudonymisation of sensitive data at rest where feasible.
  • Access controls and authentication: role-based access controls ensuring that only authorised personnel and service providers can access personal data on a need-to-know basis, strong authentication mechanisms, password policies and support for additional security measures where appropriate.
  • System and network protection: firewalls, intrusion detection and prevention systems, anti-malware solutions, vulnerability management processes, and separation of environments to reduce risk.
  • Monitoring, audits and testing: regular security monitoring, logging and review of system activity, periodic audits and assessments, and testing of security controls. We seek to align our controls with recognised international security standards such as ISO/IEC 27001 and SOC 2, without representing that we hold a particular certification unless expressly stated in our official communications.
  • Training and policies: data protection and information security policies, confidentiality obligations, and regular staff training to ensure that employees and contractors understand their responsibilities.
  • Incident response: documented procedures for identifying, investigating and responding to suspected personal data breaches, including notifying affected individuals and relevant authorities (such as the UK Information Commissioner's Office) when required by law.

As part of our broader compliance efforts, we review regulatory findings and industry guidance to strengthen our controls. For example, historical regulatory actions taken against ProgressPlay in relation to social responsibility and anti-money laundering frameworks have informed enhancements to our overall compliance and governance structures.

REFLECT: While no system can be guaranteed to be completely secure, we continuously work to maintain a level of security appropriate to the risks presented by our processing of your data. You also play an important role by keeping your login details confidential, using strong passwords, and informing us promptly if you suspect any unauthorised use of your account.

Complaints & Contacts

OBSERVE: We aim to address any privacy concerns quickly and fairly. If you believe your data has been handled in a way that does not comply with this Privacy Policy or applicable laws, you have the right to raise a complaint with us and, if unresolved, with the relevant supervisory authority.

EXPAND: If you have a question or complaint about how ProgressPlay handles your personal data:

  1. Contact us first: Please write to our Data Protection Officer at [email protected] or by post at Data Protection Officer, ProgressPlay Limited, Level 3 (Suite No. 1258), Tower Business Centre, Tower Street, Swatar, Birkirkara, BKR 4013, Malta. Provide your full name, account username, contact details, and a clear description of your concern.
  2. Our review: We will acknowledge receipt of your complaint and investigate it, usually within one (1) month (30 days). For complex matters, we may need more time, in which case we will keep you informed in line with applicable legal timeframes.
  3. Escalation options: If you are not satisfied with our response, or prefer to complain directly to a supervisory authority, you may contact:
    • United Kingdom: the Information Commissioner's Office (ICO), for example via ico.org.uk or by using the contact channels published there.
    • European Union / EEA: your local data protection authority if EU/EEA data protection laws apply to you.
    • Mexico: the Mexican data protection authority (Instituto Nacional de Transparencia, Acceso a la Información y Protección de Datos Personales - INAI), using the contact methods provided on inai.org.mx, where Mexican privacy law applies.

Please note that these authorities are responsible for data protection matters. For gambling-related disputes about bets, game outcomes or similar issues, you may have the option to escalate to an approved Alternative Dispute Resolution (ADR) provider (such as IBAS or CEDR) as indicated in our terms and regulatory information and on public registers including the UK Gambling Commission's register (for example, via gamblingcommission.gov.uk/public-register/business/detail/39335) and the Malta Gaming Authority's licence listings (mga.org.mt/licences/).

REFLECT: Using our internal process does not limit your right to complain directly to a supervisory authority. We encourage you, however, to give us the opportunity to resolve your concerns first.

Updates

OBSERVE: Privacy laws, regulatory expectations and our operations may evolve over time. We may therefore update this Privacy Policy from time to time to reflect changes in our practices, the Services, or legal requirements.

EXPAND: When we make material changes to this Privacy Policy that affect how we process your personal data in connection with the Dream Palace experience at dreampalace.bet, we will take appropriate steps to inform you in advance, which may include:

  • publishing the updated version on dreampalace.bet with a revised "Last updated" date;
  • displaying notices or banners on the website or within your account dashboard;
  • sending you email notifications or secure account messages; and
  • where required by law, seeking your consent to changes that materially affect the legal basis for processing.

For significant changes that materially affect your rights or the way we use your data, we will, where feasible, provide at least thirty (30) days' advance notice before the changes take effect, so that you can review the updated terms and decide whether to continue using the Services. If you do not agree to the updated Privacy Policy, you may close your account and stop using dreampalace.bet.

REFLECT: This Privacy Policy is currently version 2025-11-06 and was last updated in November 2025. We encourage you to review it periodically to stay informed about how we protect your personal data.