Privacy policy

theScore Casino is operated by Score Media and Gaming Inc. (we, us), registered office 1133 Melville Street, Suite 3500, The Stack, Vancouver, BC V6E 4E5, Canada, Incorporation No. BC1394218 (British Columbia), Business No. 848989844BC0002, part of the PENN Entertainment group. We are the organisation responsible for the personal information described in this policy. Our privacy officer can be reached at privacy@hescore.casino or by post at the address above.

This policy applies to the theScore Casino website and apps and to the casino section of the theScore Bet app. Because the two products share one account, the theScore Bet privacy policy also applies to information collected there. Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA) governs how we handle personal information; Ontario gaming regulation adds duties we describe below.

We collect information you give us, information generated when you use the Service, and information from third parties we are required or permitted to use.

From third parties

• Identity and credit-reference agencies confirm identity and address; they return a match result and keep their own records under their policies.
• Payment providers and banks confirm that a method is yours and that a payment cleared.
• Our geolocation provider reports whether your device is inside Ontario, together with the signals used (location services, IP, VPN detection).
• Regulators and self-exclusion programs tell us whether an account may be opened or must be closed.
• theScore Bet shares the account, balance, limits and verification status you already hold there.

• To run your account and settle games: opening the account, signing you in, taking bets, paying wins, keeping your history and your limits.
• Because the law requires it: verifying age, identity and location; anti-money-laundering and counter-terrorist-financing checks and reports; keeping records for the periods regulation sets; responding to lawful requests.
• To keep play safe: monitoring for signs of gambling harm as Ontario regulation requires, applying your limits, running reality checks, honouring breaks and self-exclusion, and contacting you when we see risk.
• To protect you and us: detecting fraud, collusion, bots and account takeover; securing sessions and payments.
• To support you: answering questions, handling complaints and disputes, keeping chat and support transcripts.
• To improve the Service: understanding which games and features are used, fixing crashes, testing changes.
• To market to you, with your consent: emails, push notifications and offers you have opted into; you can withdraw consent at any time in Settings.

We do not sell personal information and we do not use it to make decisions about you that have legal effects without human review, except automated checks required by law (for example a location failure that pauses play), which you can ask us to review.

Under PIPEDA we rely on your consent, which you give when you open an account and accept this policy, and which we treat as required (not optional) for the processing the law and the regulator demand: verification, anti-money-laundering, location checks, responsible-gaming monitoring and record-keeping. You cannot hold an account without them.

Consent for marketing, for optional notifications and for non-essential cookies is separate and can be withdrawn at any time without affecting your account. Withdrawing consent for required processing means closing your account, after which we keep only what the law requires.

• Service providers working for us under contract: identity verification, payment processing, geolocation, game providers (who receive the data needed to run a game and settle it), live-dealer studio operators, hosting and security, analytics, customer-support tools, email and push delivery. They may use the information only to provide their service to us.
• Group companies: PENN Entertainment companies that run theScore Bet and shared account, security and compliance functions.
• Regulators and authorities: the Alcohol and Gaming Commission of Ontario and iGaming Ontario, the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC), law enforcement, courts and tax authorities, where the law requires or permits.
• Self-exclusion programs: to enrol you when you ask and to check enrolment when an account is opened.
• Payment providers and banks: to move money and to investigate chargebacks.
• A buyer or successor of the business, under confidentiality, if the Service changes hands.

Some providers process information outside Canada, mainly in the United States and the European Economic Area. Where they do, contracts require protection equivalent to this policy, and the information remains subject to the laws of the country where it is held.

We use cookies, local storage and similar identifiers on the website and in the apps.

• Necessary: signing you in, keeping your session, remembering your limits and display settings, security and fraud checks, the location check. These cannot be switched off while you use the Service.
• Analytics: understanding how the Service is used so we can improve it, for example page views, game opens and crashes, with tools such as Google Analytics.
• Marketing: measuring our campaigns and showing you relevant offers on other sites and apps, only with your consent.

You can change your choices below at any time; the browser’s own settings can also block or delete cookies, which may stop parts of the Service from working. We honour the reduce-motion and do-not-track style preferences where the technology allows.

We keep personal information for as long as you hold an account and afterwards for the period the law and the regulator require, then delete or anonymise it.

• Identity, transaction and gameplay records: for the minimum period anti-money-laundering law and Ontario regulation require after the account closes.
• Self-exclusion records: for the exclusion period and the time the program requires afterwards.
• Support and chat transcripts, complaints: for as long as needed to resolve and evidence the matter.
• Marketing preferences: until you change them; suppression lists are kept so we can honour an opt-out.
• Analytics and crash data: in aggregated or anonymised form once no longer needed in identifiable form.

Information is encrypted in transit and at rest, access is limited to staff who need it and is logged, passwords are stored as salted hashes, payment card details are held by PCI-DSS-certified providers rather than by us, and our systems are tested by independent security firms. Two-step sign-in is available to every account and we recommend it. No system is perfectly secure; if a breach affects you we will tell you and the Office of the Privacy Commissioner of Canada as the law requires.

You can ask us, free of charge in most cases, to:

• access the personal information we hold about you and learn how it has been used and shared;
• correct information that is inaccurate or incomplete;
• withdraw consent for marketing, optional notifications or non-essential cookies at any time, and for other processing by closing your account;
• delete information we are not required to keep;
• receive a copy of your transaction and gameplay history, which is always available in History;
• complain to our privacy officer, and if you are not satisfied, to the Office of the Privacy Commissioner of Canada (priv.gc.ca).

Write to privacy@hescore.casino, use the contact form with the topic “Privacy request”, or post to the address in section 12. We respond within 30 days and may ask you to verify your identity first. Some information must be kept even after a deletion request, for the periods above; we will tell you what and why.

The Service is for adults aged 19 and over. We do not knowingly collect information from anyone younger. If we learn that an account belongs to a person under 19 we close it, return any deposits to the source and delete the information except what we must keep to record the closure. If you believe a minor has used the Service, contact us at once.

We update this policy when our practices, our providers or the law change. The date at the top shows the current version. For material changes we notify you in the Service and by email before they take effect; earlier versions are available on request.

Privacy officer, Score Media and Gaming Inc., 1133 Melville Street, Suite 3500, The Stack, Vancouver, BC V6E 4E5, Canada (privacy@hescore.casino). General support: Contact us. Regulator of the Service: Alcohol and Gaming Commission of Ontario. Privacy regulator: Office of the Privacy Commissioner of Canada (priv.gc.ca).