We aim to provide a great gaming experience to all of our customers, but we understand that sometimes things can go wrong. So, if you have a concern or complaint about how we process your personal data, please tell us straight away so we can do our best to put things right. 

Submitting Your Complaint

All formal complaints can be made via email to dpo@leovegasgroup.com. To handle your complaint in a timely and efficient manner, kindly submit all necessary supporting evidence.

Required Information

We require the following essential details to initiate the investigation:

• Contact information, including your full name, email address, phone number, residential address, and valid proof of identity.
• Identification of the specific legal entity, brand, or website to which the complaint pertains, as well as the name of any relevant contact person, if applicable.
• A clear indication of the nature of the grievance, such as non-compliance with data subject rights requests, unauthorised disclosure of personal data, a security breach, improper direct marketing, or the inaccuracy of data.
• A detailed description of the incident, including dates and a factual account of the occurrence.
• Supporting documentation and evidence, which may include correspondence, emails, formal letters, relevant sections of the privacy policy, screenshots, or breach notifications.
• A precise statement regarding the desired resolution, such as a formal explanation, rectification or erasure of data, cessation of processing activities, or a claim for compensation.

We reserve the right to verify your identity before proceeding with the investigation. 

Submitting a Complaint via a Third Party

If a third party (such as a solicitor, advocate, or relative) submits a complaint on your behalf, the submission must also include:

• The third party's full contact details including their full name, email address, phone number and physical address.;
• Written authority from you, explicitly confirming that the third party is authorised to act on your behalf and that the Controller may correspond with them regarding the complaint;
• Proof of the Data Subject's identity, if requested.

We reserve the right to verify the validity of the third party's authorisation before proceeding with the investigation.

Prior to submitting your complaint please ensure that the information provided is true and accurate. 

What Happens Next

We aim to respond to data protection complaints within 30 calendar days of receipt. You shall receive an acknowledgement upon submission of the complaint. Where additional information is required to verify identity or clarify the complaint, the response period may be suspended until the necessary information is provided.

Where necessary, this period may be extended by up to 60 additional days, taking into account the complexity of the complaint. In such cases, we will inform you of the extension and the reasons for the delay within 30 calendar days of receiving the complaint. We will notify you in writing of any extension, including the reasons for the delay and the expected new response date. If your complaint is upheld (in full or in part), the final response will clearly outline the remedial actions being taken.

External Recourse

If you are dissatisfied with the final response or how your complaint was handled, you have the right to refer the matter directly to the Information Commissioner's Office (ICO) at any time.

 Contact Details for the ICO:

• Website: https://ico.org.uk/make-a-complaint/
• Helpline: 0303 123 1113 

Processing of Personal Data relating to your Complaint

The processing of personal data is conducted for the purposes of receiving, assessing, investigating, and responding to data protection complaints. This processing activity is necessitated by our legal obligation to facilitate such complaints in accordance with applicable UK data protection legislation.

In certain circumstances, we may also process personal data where such processing is necessary for our legitimate interests, which include cooperating with competent supervisory or regulatory authorities and establishing, exercising, or defending legal claims. Where reliance is placed on legitimate interests, we ensure that our interests do not override the fundamental rights and freedoms of the data subject.

Data protection complaints may be submitted by the data subject directly or by a third party acting on their behalf. Complaints are typically handled through formal written communications, including email correspondence, between the Organisation, yourself, and/or any authorised representative.

To ensure the secure and lawful handling of complaints, we may request information for the verification of the identity of the individual submitting the complaint or, where applicable, for confirmation that a third party is duly authorised to act on behalf of the data subject. This measure is necessary to prevent unauthorised access to personal data and to protect the rights and confidentiality of the individuals concerned. Any information requested for identity verification shall be strictly limited to what is necessary for this purpose.

We will not disclose personal data relating to a complaint to any third party except where such disclosure is strictly necessary or legally required, including disclosure to the Information Commissioner’s Office (ICO) in connection with regulatory oversight or investigation.

Personal data relating to data protection complaints will be retained for a period of six years from the date on which the complaint is deemed resolved, provided that no further action, dispute, or legal proceedings arise during that period. Upon expiration of the retention period, the information will be securely deleted or anonymised in accordance with our data retention policies.

For further information regarding our data protection practices, kindly refer to our privacy policy available on our website.