Vortex Game Privacy Policy — How We Protect Your Data

01 Introduction

This Privacy Policy explains how Vortex Game ("we," "us," "our," or "the Platform") collects, uses, stores, and protects the personal information of players and visitors who use our website at vortexgame.onl and our mobile application (collectively, "the Platform").

We take your privacy seriously. Whether you are registering a new account, making a PKR deposit via JazzCash or Easypaisa, placing a bet on a PSL match, or simply browsing the Game Lobby, we want you to understand exactly what data we hold about you and why.

By creating an account or using any part of the Vortex Game platform, you confirm that you have read and understood this Privacy Policy. This Policy should be read alongside our Terms and Conditions and Responsible Gaming pages, which form part of the overall agreement between you and Vortex Game.

If you have any questions after reading this Policy, our support team is available 24/7 to help.

02 Data We Collect

The information we collect falls into several categories depending on how you use the platform. Here is a clear breakdown:

We do not collect sensitive categories of data such as racial or ethnic origin, political opinions, religious beliefs, or health data unless it is directly relevant to a responsible gaming concern you have raised with us.

Data from Third Parties: In some cases we may receive data about you from third-party payment processors (such as JazzCash or Easypaisa) confirming transaction status, or from identity verification service providers who assist us in confirming the details you submitted during registration.

03 How We Use Your Data

Every piece of data we collect has a specific purpose. We do not hold data for the sake of it. Below are the main reasons we process your personal information:

• Account Management: To create, maintain, and administer your Vortex Game account, including processing logins, profile updates, and account closures.
• Transaction Processing: To handle deposits and withdrawals in PKR via JazzCash, Easypaisa, Raast, Bank Transfer, cards, and mobile wallets, and to maintain accurate transaction records.
• Identity Verification (KYC): To verify your identity before processing withdrawals and to comply with our internal anti-fraud obligations. This includes checking that your CNIC and payment method details match your registered account details.
• Fraud Prevention & Security: To detect and investigate suspicious account activity, unauthorised access attempts, bonus abuse, multi-accounting, and other prohibited conduct as defined in our Terms and Conditions.
• Customer Support: To respond to your queries via live chat or email, resolve disputes, and investigate complaints. Support communications may be logged and stored for quality assurance purposes.
• Platform Improvement: To analyse usage patterns, identify bugs, improve game performance, and enhance the overall experience for Pakistani players, including Cricket betting markets, PSL coverage, and Bingo features.
• Responsible Gaming: To monitor gaming patterns that may indicate problem gambling behaviour, and to reach out where we have genuine concern for a player's wellbeing, including when deposit limits or self-exclusion requests are involved.
• Marketing Communications: To send you promotional offers, bonus alerts, and platform news — but only where you have opted in to receive such communications. You can unsubscribe at any time.

04 Legal Basis for Processing

We process your personal data on the following legal grounds:

• Contractual Necessity: Processing that is required to fulfil our obligations to you under the Terms and Conditions — including running your account, processing transactions, and providing customer support.
• Legitimate Interests: Processing that is necessary for our legitimate business interests, including fraud prevention, platform security, responsible gaming monitoring, and improving our services — provided these interests do not override your fundamental privacy rights.
• Legal Obligation: Processing required to comply with applicable anti-money laundering obligations, identity verification requirements, or requests from competent authorities.
• Consent: Where you have given us specific consent, such as opting in to marketing emails or promotional SMS messages. You may withdraw consent at any time without affecting the lawfulness of prior processing.

05 Data Sharing

There are, however, specific circumstances where we share your data with trusted third parties in order to operate the platform:

• Payment Processors: We share necessary transaction data with JazzCash, Easypaisa, Raast, banking partners, and card processing networks to facilitate deposits and withdrawals. These providers operate under their own privacy policies and data security standards.
• Identity Verification Providers: We use third-party KYC services to verify the identity documents you submit. These providers are contractually bound to use your data solely for verification purposes.
• Game Providers: Some casino and sports data is delivered by third-party game studios or data feed providers. Your account identifier may be passed to these providers to facilitate gameplay and record keeping. They do not receive your full personal profile.
• Customer Support Tools: Our live chat and ticketing system may be powered by third-party software. Support conversations are stored within these systems and are accessible only to our support staff.
• Analytics Providers: We may use anonymised or aggregated analytics to understand how players use the platform. This data does not identify you personally.
• Legal & Regulatory Authorities: We may disclose your data to relevant authorities where we are legally required to do so, or where we have a good-faith belief that disclosure is necessary to investigate suspected fraud or other prohibited activity.

All third parties with whom we share personal data are required to handle it securely and to use it only for the purposes for which it was shared.

06 Cookies & Tracking

Vortex Game uses cookies and similar tracking technologies to make the platform work properly and to improve your experience. A cookie is a small text file placed on your device when you visit our website.

We use the following types of cookies:

• Essential Cookies: Required for the platform to function. These include session cookies that keep you logged in and security cookies that help detect fraudulent access attempts. You cannot opt out of essential cookies.
• Functional Cookies: These remember your preferences — such as your preferred language or the games you play most frequently — to personalise your experience.
• Analytics Cookies: These help us understand how players navigate the platform, which pages load slowly, and which features are used most. The data collected is aggregated and does not identify you personally.
• Marketing Cookies: If you have opted in to marketing communications, these cookies help us show relevant promotional content within the platform. You can adjust your cookie preferences at any time through your account settings or browser settings.

Most browsers allow you to block or delete cookies. However, if you disable essential cookies, parts of the Vortex Game platform — including login and deposit functionality — may not work correctly.

07 Data Retention

We retain your personal data for as long as your account is active and for a period afterwards as required by our internal policies and applicable legal obligations. Specific retention periods are as follows:

• Account Data: Retained for the duration of your account and for a period of up to five years after account closure, to allow for the resolution of any disputes or chargebacks that may arise.
• Transaction Records: Financial transaction data is retained for a minimum of five years from the date of the transaction, in line with standard financial record-keeping practices.
• KYC Documents: Identity verification documents are retained for as long as your account is active and for a defined period thereafter, as required to support anti-fraud and compliance functions.
• Support Communications: Live chat transcripts and email threads are retained for up to two years from the date of the conversation.
• Marketing Data: If you have opted out of marketing, we retain a record of your opt-out preference to ensure we do not contact you again. The underlying data associated with your marketing profile is deleted or anonymised promptly after opt-out.

When data is no longer required for any of the above purposes, we securely delete or anonymise it so that it can no longer be linked back to you.

08 Data Security

Our security measures include, but are not limited to:

• TLS encryption for all data in transit between your device and our servers.
• Encryption and hashing of sensitive stored data, including passwords and payment references.
• Access controls that restrict which staff members can view which categories of player data, based on role and necessity.
• Regular internal security reviews and monitoring for unusual access patterns.
• Secure, access-controlled data centres for all server infrastructure.

While we take all reasonable precautions, no online platform can guarantee absolute security. In the unlikely event of a data breach that may affect your rights or freedoms, we will notify affected players as promptly as reasonably possible and take immediate steps to contain and remediate the breach.

You also have an important role to play in keeping your account secure. Please use a strong, unique password for your Vortex Game account, enable any available two-factor authentication, and never share your login credentials with anyone else.

09 Your Rights

As a Vortex Game player, you have the following rights in relation to the personal data we hold about you:

• Right of Access: You can request a copy of the personal data we hold about you at any time. We will provide this within a reasonable timeframe.
• Right to Rectification: If any of your personal data is inaccurate or out of date, you have the right to request that we correct it. You can update most details directly from your account settings, or contact support for assistance.
• Right to Erasure: You can request that we delete your personal data where it is no longer necessary for the purposes it was collected, where you withdraw consent, or where you object to our processing and we have no overriding legitimate grounds to continue. Note that we may need to retain certain data for legal or compliance reasons even after a deletion request.
• Right to Restriction: You may request that we temporarily restrict processing of your data while a dispute or investigation is ongoing.
• Right to Object: You can object to processing based on legitimate interests — including direct marketing. Where you object to marketing, we will stop immediately.
• Right to Data Portability: Where technically feasible, you can request a structured, machine-readable copy of the data you have provided to us.

To exercise any of these rights, please contact our support team via live chat or email. We will respond and action your request within a reasonable timeframe. We may need to verify your identity before actioning certain requests to protect your account from fraudulent data access attempts.

10 Children's Privacy

If we discover or have reason to believe that a person under the age of 18 has created an account or provided personal data through our platform, we will immediately close the account, delete the associated data, and take steps to prevent re-registration. We encourage parents and guardians to use parental control tools to prevent underage access to gaming platforms.

If you believe a minor has registered on Vortex Game, please contact our support team immediately so we can investigate and take appropriate action.

11 Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in how we operate, changes in applicable regulations, or improvements to our data practices. When we make material changes, we will display a prominent notice on the platform and update the "Last Updated" date at the top of this page.

We encourage you to review this Policy periodically — particularly before making a deposit or registering for a new promotion — so that you are always aware of how your data is being used. Your continued use of the platform after an updated Policy has been posted constitutes your acceptance of the changes.

If any update materially reduces your rights or increases how we share your data, we will provide advance notice before the change takes effect and, where required, seek your consent.

12 Contact Us

If you have any questions, concerns, or requests related to this Privacy Policy or the way Vortex Game handles your personal data, please do not hesitate to get in touch. Our support team is available 24 hours a day, 7 days a week.

The fastest way to reach us is via the live chat feature within the platform. You can also reach us by email:

[email protected]

For data-related requests — including access requests, rectification, or deletion — please include your registered account email address and a brief description of your request so we can process it efficiently. We may ask you to verify your identity before actioning the request.

We aim to acknowledge all privacy-related requests within 2 business days and to resolve them within a reasonable timeframe thereafter.