Welcome

At Chaotic, we take the protection of your personal information seriously.

This Privacy Policy explains how we collect, use, store, share and protect your personal information when you interact with Chaotic. It also explains the choices available to you and your rights under UK data protection law.

This Policy applies when you:

·       visit chaotic.co.uk or use our application;

·       create or use a Chaotic account;

·       enter a competition or game;

·       make a payment or request a withdrawal;

·       win or claim a prize;

·       contact us;

·       take part in a community initiative;

·       receive marketing from us; or

·       otherwise interact with Chaotic.

Our Cookie Policy provides further information about cookies and similar technologies.

We may also provide additional privacy information where a particular activity involves additional processing, for example travel prizes, community initiatives or specific promotions.

Contents

1.    Who we are

2.    Personal information we collect

3.    How we collect your information

4.    How and why we use your information

5.    Our lawful bases

6.    Identity, payment and winner verification

7.    Fraud prevention, security and account decisions

8. Prize and travel fulfilment

9. Community initiatives

10. Who we share your information with

11. International data transfers

12. Marketing and your choices

13. Cookies, analytics and advertising

14. How long we keep your information

15. How we protect your information

16. Your rights

17. Automated decision-making and profiling

18. Complaints

19. Changes to this Privacy Policy

1. Who We Are

Chaoss Entertainment Ltd, trading as Chaotic (“Chaotic”, “we”, “us” or “our”), is the controller of the personal information described in this Privacy Policy.

This means we decide why and how your personal information is processed.

Chaoss Entertainment Ltd
Kingsgate
62 High Street
Redhill
England
RH1 1SH

Company number: 14973439

Privacy contact: [email protected]

2. Personal Information We Collect

The information we collect depends on how you interact with Chaotic and the services you use.

2.1 Information you provide to us

We do not normally receive or store your complete payment-card number. Full payment-card information is generally provided directly to the relevant payment provider.

If information is required for us to provide a service and you do not provide it, we may be unable to create or maintain your account, process a payment or withdrawal, award a prize, investigate a concern or provide the requested service.

If you provide personal information about another person, such as a guest, nominee or prize recipient, you should tell them that you are providing their information to us and direct them to this Privacy Policy.

2.2 Information we collect automatically

2.3 Information we receive from others

We may receive information from:

·       payment providers;

·       banks and Open Banking providers;

·       identity and verification providers;

·       fraud prevention and security providers;

·       prize and delivery partners;

·       social-media platforms;

·       analytics and advertising providers;

·       professional advisers;

·       publicly available sources; and

·       regulators, courts, law enforcement or other authorities where appropriate.

3. How We Collect Your Information

We collect information:

Directly from you when you register, enter a competition, make a payment, request a withdrawal, verify your account, contact us or update your preferences.

Automatically through our website, application, cookies, pixels, SDKs, logs and similar technologies.

From third parties including payment, Open Banking, verification, fraud prevention, delivery and prize-fulfilment providers.

From social media when you interact with our pages, advertising, competitions or promotions.

From publicly available sources or other people were lawful and relevant to account security, fraud prevention, complaints, prizes or community applications.

4. How and Why We Use Your Information

We use personal information to:

·       provide and operate our services;

·       create and manage accounts;

·       administer competitions and games;

·       process entries;

·       process payments, refunds and withdrawals;

·       identify and contact winners;

·       verify and fulfil prizes;

·       provide Customer Support;

·       verify age, identity, address and UK eligibility;

·       verify account and payment-method ownership;

·       detect duplicate or linked accounts;

·       prevent fraud, abuse and security threats;

·       enforce our Terms & Conditions;

·       administer responsible-play tools;

·       investigate complaints and disputes;

·       operate and secure our website and application;

·       improve our services;

·       carry out analytics;

·       send marketing where permitted;

·       administer the Chaotic Fund and other community initiatives; and

·       meet legal, accounting, tax and record-keeping requirements.

5. Our Lawful Bases

We only process your personal information where we have a lawful basis.

More than one lawful basis may apply to an activity.

Where we rely on legitimate interests, we consider whether the processing is necessary and balance our interests against your rights, interests and reasonable expectations.

6. Identity, Payment and Winner Verification

We may need to verify information about you to protect our customers, prevent fraud and maintain the integrity of our competitions.

Checks may be required when:

·       you create or use an account;

·       you request a withdrawal;

·       you win a prize;

·       a payment method requires verification;

·       information does not match information held on your account;

·       unusual or suspicious activity is identified; or

·       checks are otherwise reasonably required under our Terms & Conditions or applicable law.

We may request:

We will only request information that we reasonably consider necessary for the relevant checks.

7. Fraud Prevention, Security and Account Decisions

We may compare account, transaction, payment, bank, device and identity information to:

·       verify account ownership;

·       verify payment-method ownership;

·       identify linked or duplicate accounts;

·       investigate unusual activity;

·       detect payment misuse;

·       prevent fraud;

·       identify promotional abuse;

·       protect account security;

·       enforce our Terms & Conditions; and

·       protect Chaotic, our customers and the integrity of our competitions.

These checks may result in:

·       a transaction being delayed or rejected;

·       a request for additional information;

·       a withdrawal being held while checks are completed;

·       temporary restriction of an account; or

·       account closure where appropriate.

8. Prize and Travel Fulfilment

Where you win a prize, we may need additional information to arrange its delivery or fulfilment.

For travel or experience prizes, this may include information about you and any permitted guests, such as:

·       names;

·       contact details;

·       dates of birth;

·       preferred travel dates;

·       departure location;

·       booking information; and

·       relevant accessibility requirements.

We may share the minimum information necessary with our prize-fulfilment partners and relevant suppliers.

These may include, depending on the prize, airlines, hotels, attractions, insurers, booking agents and other travel or prize providers.

Some of these organisations may act as independent controllers and will provide their own privacy information.

9. Community Initiatives

If you apply for or participate in the Chaotic community initiative, we may collect information relevant to your application, nomination or request.

We may use this information to:

·       review and manage applications;

·       contact you about a submission;

·       administer the initiative;

·       provide updates;

·       understand and report on the initiative's impact; and

·       send related communications where permitted.

Participation is voluntary.

Where we rely on consent, you may withdraw that consent at any time.

10. Who We Share Your Information With

We do not sell your personal information.

We may share information with organisations that help us operate our services.

We may also disclose information to police, courts, regulators, tax authorities, government bodies or other organisations where required by law or reasonably necessary to protect our rights, our customers or the public.

If Chaotic is involved in a sale, merger, financing, restructuring or acquisition, relevant information may also be shared with prospective purchasers, investors, advisers or successors subject to appropriate safeguards.

11. International Data Transfers

Some of our service providers may process personal information outside the United Kingdom.

Where personal information is transferred to a country that is not covered by UK adequacy regulations, we use an appropriate lawful safeguard.

This may include:

·       the UK International Data Transfer Agreement;

·       the UK Addendum to the EU Standard Contractual Clauses;

·       another approved contractual safeguard; or

·       another lawful transfer mechanism.

Where required, we carry out appropriate transfer-risk assessments and consider supplementary safeguards.

12. Marketing and Your Choices

Where permitted, we may send information about competitions, games, offers, promotions and Chaotic services by:

·       email;

·       SMS; and

·       push notification.

We obtain consent where required under the Privacy and Electronic Communications Regulations.

In some circumstances, the soft opt-in may allow us to market similar services to existing customers where you were given a clear opportunity to opt out when your information was collected and in every subsequent marketing message.

You can stop direct marketing at any time by:

·       using the unsubscribe link;

·       replying STOP where available;

·       changing your account preferences; or

·       contacting us.

Your right to object to direct marketing is absolute.

We may retain limited suppression information after you unsubscribe so that we can ensure your preference continues to be respected.

13. Cookies, Analytics and Advertising

We use essential cookies and similar technologies to operate and secure our services.

With your consent where required, we may also use technologies for:

·       analytics;

·       advertising;

·       conversion measurement;

·       personalisation;

·       audience creation; and

·       social-media functionality.

You can manage non-essential cookies and advertising preferences through our cookie controls and your browser or device settings.

Our Cookie Policy provides further information about the technologies we use, their purposes, providers, durations and available controls.

14. How Long We Keep Your Information

We keep information only for as long as reasonably necessary for the purpose for which it was collected and to meet applicable legal, accounting, security, fraud-prevention and dispute requirements.

Information may be retained for longer where necessary because of an investigation, complaint, legal claim, fraud concern or legal requirement.

When information is no longer required, we securely delete or anonymise it.

15. How We Protect Your Information

We use appropriate technical and organisational measures designed to protect personal information against unauthorised access, disclosure, alteration, loss, misuse or destruction.

Depending on the systems and information involved, these measures may include:

·       access controls;

·       authentication and multi-factor authentication;

·       encryption or pseudonymisation where appropriate;

·       security monitoring and logging;

·       secure infrastructure;

·       staff training;

·       confidentiality requirements;

·       supplier due diligence;

·       contractual data-protection requirements;

·       security reviews; and

·       incident-management procedures.

Access to personal information is limited to authorised employees, contractors and providers who require it for legitimate purposes.

No online service can guarantee absolute security, but we regularly review our controls according to risk.

16. Your Rights

Depending on the circumstances and the lawful basis being relied upon, you may have the following rights:

To exercise your rights, contact us using the details in this Privacy Policy.

We may need to verify your identity.

We normally respond within one month. The law allows this period to be extended in certain circumstances, including complex or numerous requests. We will tell you if an extension applies.

Requests are normally free, although the law permits a reasonable fee or refusal in limited circumstances.

17. Automated Decision-Making and Profiling

We may use technology to assist with fraud prevention, payment security, account protection, marketing, analytics and other operational activities.

If a qualifying decision is made solely by automated means, we will provide the information and safeguards required by law.

This may include information about the logic involved, the significance and likely consequences of the processing and your ability to:

·       request human intervention;

·       express your point of view; and

·       challenge the decision.

18. Complaints

If you have concerns about how we use your personal information, please contact us first so that we have an opportunity to investigate and address your concerns.

You also have the right to complain to the Information Commissioner's Office (ICO).

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113

Further information is available through the ICO's website.

19. Changes to This Privacy Policy

We may change this policy at any time by posting updates here and, where technically/legally feasible, notifying users through the application or via contact details we hold. Please check this page regularly. Where changes affect processing based on consent, we will collect new consent where required.

Legal information: This privacy policy relates solely to this application, unless stated otherwise.

Last updated: 22/09/2026