Privacy Policy

1. Scope and purpose

This Privacy Policy explains how Zelquorian Royal Retreat Pty Ltd collects, uses, stores, discloses and protects personal information when guests use our accommodation, dining, wellness, events and casino hotel services, visit this website, submit an enquiry or otherwise interact with us. We operate in Australia and seek to handle information consistently with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Where the European Union General Data Protection Regulation (GDPR) or equivalent European privacy rules apply to an individual or processing activity, we also apply the relevant GDPR principles and rights.

Our casino hotel services are intended for adults. Information connected with casino access may require identity and age verification, security review and responsible gaming controls. We do not knowingly invite minors to register for casino services, and casino-related processing is limited to eligible adults and lawful operational purposes.

2. Administrator and contact

3. Information we may collect

Depending on your interaction with us, we may collect identity and contact details, reservation information, stay preferences, accessibility requests, event requirements, dining or wellness booking details, correspondence, payment and transaction references, website interaction data, device information, security records and feedback. For casino access or other age-restricted services, we may collect or verify date of birth, identity-document information and records necessary to meet legal, security, fraud-prevention and responsible gaming obligations.

We seek to collect only information reasonably necessary for the service requested or a legitimate operational purpose. Sensitive information is handled with additional care and, where consent is legally required, processed only with valid consent or another applicable legal basis.

4. How information is collected

Information may be collected directly when you make a reservation, complete a form, communicate with our team, attend an event, use wellness facilities, request casino hotel services, provide feedback or otherwise supply information. Technical information may also be collected when you use the website through local storage, essential cookies and similar browser technologies described in our Cookie Policy.

We may receive limited information from booking agents, event organisers, payment providers, fraud-prevention providers, identity-verification partners or other persons acting on your instruction. When information comes from another source, we take reasonable steps to ensure the collection is lawful and transparent.

5. Purposes of processing

We may use personal information to provide and administer reservations, guest services, casino hotel access, dining, wellness and events; respond to enquiries; process or reconcile payments; personalise a requested service; maintain safety and security; prevent fraud and misuse; keep operational records; administer responsible gaming measures; comply with legal obligations; resolve complaints; maintain the website; and improve our hospitality services.

We do not sell personal information. Marketing communications are sent only where permitted by law and can be stopped using the mechanism provided in the relevant communication or by contacting us.

6. GDPR legal bases where applicable

Where the GDPR applies, processing may rely on performance of a contract or steps requested before entering a contract, compliance with a legal obligation, our legitimate interests, protection of vital interests, or consent. Legitimate interests can include operating a safe casino hotel, protecting guests and systems, responding to enquiries, preventing fraud, maintaining records and improving services. We balance those interests against the rights and freedoms of affected individuals.

Where processing depends on consent, consent can be withdrawn at any time for future processing. Withdrawal does not affect processing already lawfully carried out.

7. Identity, age and responsible gaming information

Casino services are age restricted. We may request evidence of age or identity and retain verification outcomes when necessary to demonstrate lawful access, protect our casino environment and administer responsible gaming safeguards. We aim not to retain more identity-document data than reasonably required for the relevant purpose and retention obligation.

Where a guest requests a responsible gaming restriction, exclusion or support measure, we may process information necessary to implement and document that measure. Access to such records is limited according to operational need and legal requirements.

8. Disclosure and service providers

Personal information may be disclosed to service providers that support reservations, payments, IT hosting, security, professional advice, customer communications, event delivery, identity verification or other legitimate business functions. Providers are expected to protect information and use it only for authorised purposes. We may also disclose information where required by law, court order, regulator, law-enforcement request, or where reasonably necessary to protect legal rights, safety, guests, staff or property.

Casino-related information is not shared for unrelated promotional purposes merely because a person used the casino. Any necessary disclosure is limited to lawful operational, security, compliance or responsible gaming purposes.

9. International transfers

Some technology or professional service providers may process information outside Australia. Where the GDPR applies and information is transferred from the EEA to a country without an adequacy decision, we use an appropriate transfer mechanism where required, such as standard contractual clauses, together with supplementary safeguards when necessary. We also take reasonable steps under Australian privacy law when disclosing personal information overseas.

10. Retention

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, to meet accounting, taxation, contractual, security, dispute-resolution, responsible gaming or other legal obligations, and to establish or defend legal claims. Retention periods vary by record type. When information is no longer required, we take reasonable steps to delete, destroy or de-identify it, subject to lawful archival or backup constraints.

11. Security

We use organisational and technical safeguards proportionate to the nature of the information, including access controls, staff responsibilities, secure configuration, limited privileges, incident procedures and appropriate vendor controls. No system can guarantee absolute security, but we review safeguards and respond to suspected incidents in accordance with applicable law.

Guests should avoid sending unnecessary identity, payment or casino account information through ordinary unencrypted messages. If we need sensitive documentation, our team will provide an appropriate process.

12. Your rights

Australian privacy law may give you rights to request access to personal information and correction of inaccurate or incomplete information. Where the GDPR applies, you may also have rights to access, rectification, erasure, restriction, portability, objection to certain processing, and not to be subject to a decision based solely on automated processing where the legal conditions are met. These rights are not absolute and may be limited by legal obligations, competing rights, security needs or exemptions.

We may need to verify identity before completing a request. We aim to respond within the period required by applicable law. We do not ordinarily charge for a privacy request, although a lawful fee may apply in limited circumstances where permitted.

13. Complaints

If you have a privacy concern, contact us first so we can investigate. Please describe the issue and the outcome you are seeking. If you are not satisfied, you may have the right to contact the Office of the Australian Information Commissioner (OAIC). Where the GDPR applies, you may also lodge a complaint with the competent supervisory authority in your place of residence, work or alleged infringement.

14. Cookies and analytics

We use cookies and similar technologies only as described in our Cookie Policy. Essential technologies may be necessary for basic website operation. Optional analytics or preference technologies, if introduced, will be handled in accordance with applicable consent requirements. This website is designed to function without third-party advertising trackers.

15. Changes to this policy

We may update this Privacy Policy when our services, casino hotel operations, legal obligations or privacy practices change. The latest version will be published on this page with an updated revision date. Material changes will be communicated in an appropriate manner where required by law.