SoloWin Privacy Policy – How We Protect Your Data

Welcome to SoloWin — your go-to online casino and sports betting platform built for Filipino players. At SoloWin, we take your privacy seriously. This Privacy Policy explains in clear terms how we collect, use, store, and protect your personal data when you visit solowin.best, create an account, play our games, or interact with our services.

By accessing or using SoloWin, you agree to the practices described in this Privacy Policy. If you do not agree, please stop using our platform and contact us to have your account and data removed. We encourage you to read this document fully — it's not just legal boilerplate, it's your guide to understanding exactly what SoloWin does with your information.

This Privacy Policy applies to all users of solowin.best, including registered members, VIP Club members, visitors browsing without an account, and anyone who contacts our support team. It covers all services offered on the platform: jackpot slots, card games, live casino, roulette, football betting, and promotional programs like our Refer a Friend scheme.

SoloWin only collects the personal data that is necessary to provide you with a safe, fair, and enjoyable gaming experience. We collect information in three main ways: directly from you when you register or interact with the platform, automatically through your device and browser, and occasionally from third-party sources for verification purposes.

2.1 Information You Give Us Directly

• Account Registration: Full name, date of birth, email address, mobile number, username, and password.
• Identity Verification (KYC): Government-issued ID (e.g., PhilSys ID, passport, driver's licence), selfie photo, and proof of address to comply with anti-money laundering (AML) requirements.
• Payment Details: GCash account number, Maya wallet details, GrabPay information, Coins.ph account, bank account details (BDO, BPI, UnionBank), or card details for Visa/Mastercard transactions. Note: Full card numbers are processed securely and are never stored on our servers in plain text.
• Communications: Messages, emails, or chat transcripts you send to our support team.
• Promotions & Surveys: Information you provide when entering promotions, referring friends, or responding to surveys.

2.2 Information Collected Automatically

• Technical Data: IP address, device type, operating system, browser type and version, screen resolution, and time zone.
• Usage Data: Pages visited, games played, session duration, bet history, win/loss records, and in-platform clicks.
• Location Data: General geographic location derived from your IP address to verify you are accessing from an eligible location.
• Cookies & Tracking Technologies: See Section 5 for full details on how we use cookies.

2.3 Information from Third Parties

• Identity verification providers (e.g., KYC/AML service providers) may share verification results with us.
• Payment processors may confirm transaction status and flag suspicious activity.
• If you register or log in via a social account, we may receive basic profile information from that platform based on your privacy settings there.

Every piece of data SoloWin collects is used for a specific, legitimate purpose. We do not use your information beyond what is described below, and we never use it in ways that are harmful to you.

• Account Management: To create and maintain your SoloWin account, verify your identity, and manage your preferences.
• Service Delivery: To provide access to jackpot slots, card games, live casino, roulette, and football betting, and to process deposits and withdrawals in Philippine pesos (₱).
• Regulatory Compliance: To meet our legal obligations under Philippine gaming regulations, anti-money laundering laws, and the Data Privacy Act of 2012.
• Fraud Prevention & Security: To detect, investigate, and prevent fraudulent transactions, bonus abuse, and other illegal or harmful activities on the platform.
• Customer Support: To respond to your queries, resolve disputes, and improve service quality based on your feedback.
• Promotions & Bonuses: To manage your participation in promotions, calculate referral bonuses from the Refer a Friend program, and determine VIP Club tier benefits.
• Marketing Communications: With your consent, to send you updates about new games, promotions, and special offers via email or SMS. You can unsubscribe at any time.
• Platform Improvement: To analyse aggregate usage patterns (anonymised where possible) and improve SoloWin's games, features, and overall user experience.
• Responsible Gaming: To monitor gaming patterns and, where necessary, apply responsible gaming measures such as deposit limits or self-exclusion.

SoloWin does not sell, rent, or trade your personal information to advertisers or unrelated third parties. Period. However, there are specific, limited circumstances where we may share your data with trusted partners or authorities.

4.1 Service Providers

We work with carefully vetted third-party service providers who help us operate the platform. These include payment processors (for GCash, Maya, GrabPay, BDO/BPI/UnionBank transactions), identity verification companies, cloud hosting providers, customer support tools, and fraud detection services. All service providers are bound by data processing agreements and are only permitted to use your data for the specific services they provide to SoloWin.

4.2 Regulatory & Legal Authorities

We may disclose your personal data to Philippine government agencies, the National Privacy Commission, law enforcement, or gaming regulators if required by law or valid legal process. We will notify you of such requests unless we are legally prohibited from doing so.

4.3 Business Transfers

In the event of a merger, acquisition, or sale of SoloWin's assets, your personal data may be transferred to the new entity. We will notify you in advance and ensure the same level of data protection applies.

4.4 With Your Consent

We may share your data with other parties if you explicitly consent to it — for example, participating in a joint promotion with a specific partner.

SoloWin uses cookies and similar tracking technologies to improve your experience on our platform. A cookie is a small text file stored on your device when you visit solowin.best. They help us remember your preferences, keep you logged in, and understand how you use the site.

Types of Cookies We Use

• Essential Cookies: Strictly necessary for the platform to function — login sessions, security tokens, and basic site navigation. These cannot be disabled.
• Functional Cookies: Remember your preferences such as language settings, game lobbies, and display options to personalise your experience.
• Analytics Cookies: Help us understand how players use SoloWin — which pages are most visited, where users drop off, and how to improve performance. Data is aggregated and anonymised.
• Marketing Cookies: Used (with your consent) to show you relevant promotions and offers based on your activity on the platform.

You can manage your cookie preferences through your browser settings. Disabling non-essential cookies will not prevent you from using the platform, but some personalisation features may not work as expected.

SoloWin retains your personal data only for as long as necessary to fulfil the purposes outlined in this Privacy Policy, or as required by Philippine law. Here is a general guide to our retention periods:

• Active Account Data: Retained for as long as your account is active and for a reasonable period after closure to handle any outstanding issues.
• Transaction Records: Financial records, including deposits and withdrawals in ₱, are retained for at least five (5) years in compliance with anti-money laundering regulations.
• KYC Documents: Identity verification documents are retained for a minimum of five (5) years after account closure as required by law.
• Communications: Customer support interactions are typically retained for two (2) years to handle any follow-up queries or disputes.
• Marketing Data: If you have opted in to marketing, your communication preferences are kept until you unsubscribe or request deletion.

When data is no longer needed and there is no legal obligation to keep it, we securely delete or anonymise it in accordance with best practices.

Under the Data Privacy Act of 2012 and SoloWin's own commitment to fair data practices, you have the following rights regarding your personal information:

• Right to Be Informed: You have the right to know what personal data SoloWin holds about you and how it is used — which is exactly what this Privacy Policy is for.
• Right to Access: You can request a copy of the personal data we hold about you. We will respond to your request within a reasonable timeframe.
• Right to Correct: If any of your personal data is inaccurate or incomplete, you can request that we update it. You can also update basic information directly via your account settings.
• Right to Erasure: In certain circumstances, you can request that we delete your personal data. Note that some data must be retained to comply with legal obligations even after account closure.
• Right to Object: You can object to the processing of your personal data for direct marketing purposes at any time.
• Right to Data Portability: You can request your personal data in a structured, commonly used format so you can transfer it elsewhere.
• Right to Lodge a Complaint: If you believe SoloWin has mishandled your personal data, you have the right to file a complaint with the National Privacy Commission (NPC) of the Philippines.

To exercise any of these rights, please contact our Data Privacy Officer at privacy@solowin.best. We aim to respond to all valid requests within 30 days.

SoloWin takes the security of your personal data very seriously. We have implemented a range of technical and organisational measures to protect your information from unauthorised access, disclosure, alteration, or destruction.

• TLS Encryption: All data transmitted between your browser or app and our servers is encrypted using Transport Layer Security (TLS).
• Password Hashing: Your password is never stored in plain text. We use industry-standard hashing algorithms to protect your credentials.
• Two-Factor Authentication (2FA): We strongly recommend enabling 2FA on your SoloWin account for an extra layer of security.
• Access Controls: Only authorised SoloWin personnel with a legitimate business need can access personal data, and access is logged and audited.
• Regular Security Audits: Our platform undergoes regular penetration testing and security reviews by qualified professionals.
• Payment Security: We use PCI-DSS compliant payment processing for all card transactions, and do not store full card numbers on our systems.

SoloWin is strictly an adults-only platform. You must be at least 21 years of age to register and use our services, in line with Philippine gaming regulations. We do not knowingly collect personal data from individuals below the legal gambling age.

If we discover that personal data has been submitted by a minor, we will promptly delete that data and close the associated account. If you are a parent or guardian and believe your child has created a SoloWin account, please contact us immediately at privacy@solowin.best.

During the registration and KYC process, we verify the age of all users through government-issued identification. We take this responsibility seriously — protecting minors from online gambling is non-negotiable for SoloWin.

SoloWin reserves the right to update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or business operations. When we make significant changes, we will notify you through:

• A prominent notice on the SoloWin homepage or platform dashboard
• An email notification to your registered email address
• An in-platform notification when you next log in

The "Last Updated" date at the top of this page will always reflect the most recent revision. We encourage you to review this Privacy Policy periodically. Continued use of SoloWin after any changes take effect means you accept the updated policy.

If you disagree with any changes, you have the right to close your account and request deletion of your data as described in Section 7 above.

If you have any questions, concerns, or requests related to this Privacy Policy or how SoloWin handles your personal data, please do not hesitate to reach out. We are here to help, kabayan.

• Email: privacy@solowin.best
• General Support: support@solowin.best
• Website: solowin.best

Our Data Privacy Officer (DPO) oversees all privacy-related matters at SoloWin and ensures compliance with the Data Privacy Act of 2012. You can reach the DPO directly at the email address above.

For complaints that remain unresolved, you may file a complaint with the National Privacy Commission (NPC) of the Philippines at www.privacy.gov.ph.