1Introduction
CitiNow understands that your trust in us depends greatly on how we handle the personal information you provide. This Privacy Policy is designed to clearly and transparently explain what data we collect, why we need it, how it is used, and who may access it.
We uphold the principle that your personal data belongs to you. We only collect data that is strictly necessary to operate the platform, ensure your account security, and comply with applicable legal requirements. We never sell, rent, or trade your personal data to any third party for marketing purposes.
This policy applies to all services provided through citinow.vu, including account registration, deposits, withdrawals, betting activity, and all communications between you and the CitiNow team. We encourage you to read this document thoroughly and to contact our support team if anything is unclear.
2Personal Data We Collect
CitiNow collects various types of information depending on how you interact with our platform. Below is a summary of the data we collect and the purpose of collection:
| Data Categories | Example Information | Primary Purpose |
|---|---|---|
| Personal Identity | Full name, date of birth, IC number | KYC verification, fraud prevention |
| Contact Information | Email address, phone number | Account communications, security notifications |
| Financial Information | Bank account number, transaction records | Deposit and withdrawal processing |
| Technical Data | IP address, browser type, device | Security, fraud detection |
| Usage Data | Betting history, games played | Platform enhancement, responsible gaming |
| Location Data | Country, state (general) | Regional restriction compliance |
This includes all information you actively provide when registering an account, completing KYC forms, contacting customer support, or participating in promotions. We only request information that is strictly necessary for those purposes.
When you use the CitiNow platform, our systems automatically record technical information such as your IP address, web browser type and version, device operating system, pages visited, session duration, and referral links. This information is used solely for security purposes, detection of suspicious activity, and platform performance improvement.
In certain cases, CitiNow may receive additional verification information from licensed KYC service providers, registered payment providers, or recognised fraud prevention databases. All such data sharing is carried out under strict data protection agreements and solely for the purpose of securing your account.
3How We Use Your Data
Every piece of data we collect has a clear and lawful purpose. citinow uses your personal data for the following purposes:
- Account Management: Creating and managing your account, processing secure logins, and verifying your identity during important transactions.
- Financial Processing: Processing deposits and withdrawals securely, verifying bank account ownership, and maintaining accurate transaction records.
- Platform Security: Detecting and preventing fraud, money laundering, multiple account usage, and any activity that violates our Terms and Conditions.
- Legal Compliance: Fulfilling KYC obligations, anti-money laundering (AML) requirements, and any lawful requests from relevant authorities.
- Customer Support: Responding to enquiries, resolving disputes, and providing technical assistance related to your account.
- Responsible Gaming: Monitoring usage patterns to identify players who may need support and proactively enabling limit features.
- Service Improvement: Analysing usage data in aggregate and anonymised form to improve platform performance, add new games, and enhance the user experience.
- Service Communications: Sending important account-related notifications such as transaction confirmations, security alerts, and policy updates.
4Data Sharing and Disclosure
CitiNow does not sell or rent your personal data to anyone. However, there are limited situations where we need to share certain information with carefully selected third parties:
To process deposits and withdrawals, the required transaction information is shared with the licensed payment providers we use. All such providers are bound by strict confidentiality agreements and may only use your data to process the relevant transactions.
Your identity verification documents are submitted to a licensed third-party KYC service for verification. This process is conducted through encrypted channels, and the provider is subject to equally stringent data protection laws.
CitiNow will disclose personal information to competent authorities when required by law, a valid court order, or an official investigation related to fraud, money laundering, or other criminal activity. In all such cases, we will notify you in advance to the extent permitted by law.
To operate games within the platform, the required game session data is shared with licensed game providers. This data is limited to the technical information needed to run the games and does not include your personal financial details.
5Your Data Security
CitiNow continually invests in the latest security technologies and practices to ensure your personal data remains protected at all times. The following security layers are in place:
All communications between your browser and citinow's servers are protected with 256-bit SSL/TLS encryption. Sensitive data such as financial information and identity documents are encrypted at rest using AES-256 standards. Account passwords are never stored in readable form — only hashed values generated using the bcrypt algorithm are retained.
Access to player personal data at CitiNow is restricted to staff who genuinely need it to perform their duties. All access is logged and monitored. CitiNow staff are subject to mandatory data security training and binding confidentiality agreements.
Citinow's systems are monitored 24 hours a day, 7 days a week to detect any unusual activity, intrusion attempts, or potential security breaches. Our security team will respond promptly to any identified incidents.
In the event of a data breach that may affect your personal information, citinow will notify you via your registered email within a reasonable timeframe and take the necessary remediation steps without delay. We will also report such incidents to the relevant authorities as required by law.
6Cookies and Tracking Technologies
CitiNow uses cookies and similar tracking technologies to enhance your experience on our platform. The following are the types of cookies we use:
These cookies are essential for the platform to function correctly. They manage your login session, store language preferences, and ensure secure connections are maintained. Without these cookies, many platform features would be unavailable. Essential cookies do not require your consent as they are a fundamental technical requirement.
We use analytics cookies to understand how players interact with the platform — which pages are visited most frequently, how long typical sessions last, and where players may encounter difficulties. This data is analysed in aggregate and anonymised form for continuous improvement.
Security cookies help us identify and prevent suspicious activity such as repeated login attempts, automated bot usage, or access from unusual locations. These cookies form an important part of your account protection system.
You can manage or delete cookies through your browser settings at any time. Please note that disabling essential cookies may significantly affect platform functionality. For guidance on managing cookies in your browser, refer to your browser's help documentation.
7Your Rights Regarding Personal Data
You have clear rights regarding the personal data CitiNow holds about you. We are committed to making it easy for you to exercise these rights without unnecessary barriers:
Right of Access
You have the right to request a copy of all personal data CitiNow holds about you within 30 days of your request.
Right to Rectification
If any of your personal data is inaccurate or incomplete, you have the right to request immediate correction.
Right to Erasure
You may request the deletion of your personal data, subject to applicable legal retention requirements.
Right to Object
You may object to the processing of your data for specific purposes, except where processing is required by law.
Right to Portability
You have the right to receive your personal data in a structured, machine-readable format for transfer to another platform.
Right to Restriction
You may request a restriction on the processing of your data during any dispute or investigation regarding data accuracy.
To exercise any of the above rights, please contact the citinow support team via live chat or email. We will process your request within 14 business days. Identity verification may be required before the request can be fulfilled.
8Data Retention Period
CitiNow retains your personal data only for as long as necessary to fulfil the purpose of collection or as required by law. The following are our general retention guidelines:
- Active Account Data: Retained for as long as your account is active at CitiNow and for the required period following account closure.
- Financial Transaction Records: Retained for a minimum of 7 years after the transaction occurs, in line with financial and anti-money laundering legal requirements.
- KYC Documents: Retained for the period required by applicable KYC regulations, typically 5 years after the end of the business relationship.
- Communication Logs: Customer support communication records are retained for 3 years for dispute resolution purposes.
- Technical Data and Logs: System logs are typically retained for 12 months for security and troubleshooting purposes.
Upon expiry of the applicable retention period, data will be securely deleted or permanently anonymised using methods that comply with information security industry standards.
9Changes to This Privacy Policy
CitiNow reserves the right to update or amend this Privacy Policy from time to time to reflect changes in our practices, new legal requirements, or improvements to how we protect your data.
When material changes are made, we will notify you via your registered email at least 7 days before the changes take effect. A notice will also be prominently displayed on the platform's homepage. We encourage you to review this page periodically to stay up to date.
The "Updated" date at the top of this page reflects the last date this document was revised. Your continued use of the citinow platform after changes take effect constitutes your acceptance of the new privacy terms.
10Contact Us Regarding Privacy
If you have any questions, concerns, or complaints regarding this Privacy Policy or how citinow handles your personal data, our team is ready to assist. There are several ways to reach us:
- Live Chat: The fastest option — available 24/7 directly within the CitiNow platform
- Email: Send your privacy enquiries to [email protected] with the subject line "Privacy Inquiry"
- FAQ: Review FAQ page us for quick answers to common questions
We are committed to responding to all privacy-related enquiries within 5 business days. For more complex data rights requests, processing may take up to 14 business days. We will proactively notify you if additional time is required.
Why Your Privacy Is Safe with citinow
More than just promises — these are the concrete steps we take every day to protect your data.
256-bit SSL Encryption
Every bit of data travelling between your device and citinow's servers is encrypted to 256-bit SSL standards — the same level of protection used by the world's leading financial institutions. No third party can intercept or read your communications.
Segmented Database
Financial data, identity information, and usage data are stored in separate databases with distinct access controls. Even if one layer were ever compromised, the others remain fully secure thanks to this layered security architecture.
Integrated KYC
Our identity verification process uses integrated KYC technology from licensed providers. Your documents are reviewed securely, encrypted during transmission, and stored in an environment that meets the highest security standards.
No Direct Data Sales
CitiNow has never and will never sell, rent, or permit the use of your personal data for third-party advertising purposes. Your data belongs to you — we hold it in trust solely to keep the platform running securely.
Real-Time Security Notifications
You will receive instant notifications by email whenever your password is changed, a login occurs from a new device, or a transaction exceeds a set threshold. This keeps you informed of all account activity at all times.
Full Control in Your Hands
Through your citinow account settings, you can manage privacy preferences, request a copy of your personal data, update your information, or request data deletion — all without needing to contact support for basic tasks.