Get a copy of your casino account data
To get a copy of your casino account data, send the casino a subject access request: a short message to its support or data protection team asking for all the personal data it holds about you. It’s usually free, can be made from your phone, and the casino normally has one month to reply. The copy can include your full gambling and payment history, verification records, chat logs and marketing settings.
By the Best Casino Apps UK team. Last checked .
Key takeaways
- Under UK data protection law you can ask any casino for a copy of the personal data it holds about you, usually free of charge.
- The casino normally has one calendar month to respond, extendable by two more months for complex requests.
- Ask specifically for gambling history, payment records, safer gambling notes and chat or call logs.
- If the casino doesn’t respond properly, complain to it first, then to the Information Commissioner’s Office (ICO).
- Legal basis
- Right of access, UK GDPR
- Cost
- Usually free
- Deadline
- One calendar month (up to three for complex requests)
- How to ask
- In writing or verbally; email or chat works
- Regulator
- Information Commissioner’s Office (ICO)
- Works after closure?
- Yes, while the casino still holds your data
How to get a copy of your casino account data
A request for your own data is called a subject access request, or SAR. There’s no official form, and you don’t have to use the legal term, but using it makes clear what you’re asking for. The whole thing can be done from your phone in a few minutes.
- Open the casino app’s privacy policy (usually linked in the account menu, the footer of the help centre, or the sign-up screen) and find the contact for data protection or privacy requests.
- If no separate address is given, use the casino’s support email or live chat. For example, Coral’s support email is help@coral.co.uk and Casumo’s is hey@casumo.com.
- Write a short request (wording below), including your full name, the email address on the account and your username or account number.
- Send it and save a copy, or screenshot the chat transcript showing the date.
- If the casino asks you to confirm your identity, reply promptly; the response deadline usually starts once it has what it reasonably needs.
- When the data arrives, download it to a secure location on your phone and check it against the list of what you asked for.
Send the request from the email address registered to your casino account. It helps the casino confirm the request really comes from you, which is part of keeping your data safe.
Your right of access under UK data protection law
The UK GDPR gives everyone the right to find out whether an organisation is using their personal data, to receive a copy of it, and to be told how and why it’s used, where it came from, who it’s shared with and how long it’s kept. Casinos licensed by the Gambling Commission are data controllers like any other business, so the right applies in full to Coral, Ladbrokes, PlayOJO, Casumo, 10bet and every other operator.
You don’t have to give a reason for asking. Whether you want to review your spending, gather evidence for a dispute, or simply see what’s held, the casino must respond in the same way. Our guide to casino apps and your personal data explains what casinos collect and why, and the site’s own privacy policy shows how we handle data.
What personal data a casino app holds about you
Casinos hold more than most people expect, because UK rules require them to verify customers, monitor for harm and keep financial records. A complete response could include all of the following.
| Category | Examples | Why it’s held |
|---|---|---|
| Identity and contact | Name, date of birth, address, email, phone | Account and age verification |
| Verification records | ID document images, proof of address, check results | Know-your-customer and anti-money-laundering rules |
| Payments | Deposits, withdrawals, methods, declined payments | Financial records and closed-loop checks |
| Gambling activity | Games played, stakes, wins, session times, bonuses | Account operation and regulatory records |
| Safer gambling | Limits set, time-outs, self-exclusion, interaction notes, affordability checks | Social responsibility duties |
| Communications | Live chat transcripts, emails, call recordings | Customer service and complaint handling |
| Device and app data | Device identifiers, IP addresses, location signals, app usage | Security, fraud prevention, personalisation |
| Marketing | Consent records, offers sent, segments | Marketing preferences |
Glossary entries on KYC, AML and affordability checks explain why so much of this is required.
What to write in your request
Being specific helps you receive the parts you care about in a usable form. A request along these lines works well in an email or chat window:
- Subject: Subject access request – [your full name], account [username or number].
- I am making a subject access request under the UK GDPR for a copy of all personal data you hold about me.
- Please include my full gambling history, all deposits and withdrawals, bonus and free spin records, verification records, safer gambling and affordability notes, records of any limits, time-outs or exclusions, and copies of chat transcripts, emails and call recordings.
- Please also tell me the purposes of processing, who you have shared my data with, how long you will keep it, and the source of any data you did not collect from me.
- Please provide the gambling and payment history in a commonly used electronic format such as CSV or a spreadsheet.
Timescales, fees and identity checks
| Stage | What usually happens |
|---|---|
| Request received | The casino logs the date; many send an automatic acknowledgement |
| Identity check | If needed, the casino asks you to confirm who you are; the clock usually starts once it has this |
| Clarification | For very large data sets, the casino may ask which information or period you want |
| Response | Within one calendar month of receipt in most cases |
| Extension | Up to two further months if the request is complex or you’ve made several; the casino must tell you within the first month |
| Fee | Free, unless the request is manifestly unfounded or excessive, or you ask for further copies |
A casino can ask for identity information, but it should be proportionate. As your identity was verified when you opened the account, signing in to the app or replying from your registered email is often enough. Our verification guide explains the original checks.
What a casino can leave out of the copy
The right of access is broad, but not unlimited. A casino can legitimately withhold or redact some information, and it should tell you when it has done so unless that would itself cause harm.
- Other people’s data – for example, the name of a staff member, or details of another customer mentioned in a note.
- Crime prevention material – anti-money-laundering rules can stop a business revealing certain internal reports, and the law has exemptions for this.
- Legal advice – communications with lawyers covered by legal professional privilege.
- Commercially confidential information – where it isn’t your personal data, such as how an internal model works.
You’re still entitled to the underlying facts about you, such as your transactions and the notes recorded about your account, except where an exemption genuinely applies. If large parts seem to be missing without explanation, ask the casino to confirm whether any exemptions were used.
Data portability, corrections and deletion
Alongside access, UK data protection law gives you other rights that are useful for casino accounts:
- Data portability – for data you provided and that’s processed by automated means on the basis of your contract or consent, you can ask for it in a structured, machine-readable format.
- Rectification – if your address, name or date of birth is wrong, the casino must correct it.
- Objection to marketing – you can stop marketing at any time, which casinos also offer in their apps.
- Erasure – you can ask for deletion, but casinos must keep many records for years for anti-money-laundering and regulatory reasons, so full deletion is often refused for that data.
Deleting the app from your phone doesn’t touch any of this data; see does deleting a casino app close your account. To manage offers, read casino app marketing preferences.
What App Store and Google Play privacy labels tell you
Before you even make a request, the store listings give a summary of what each app collects. These labels are written by the developer and describe the app, not everything the casino holds, but they’re a useful starting point.
| App | App Store privacy label (summary) | Google Play data safety (summary) |
|---|---|---|
| Coral Casino | Linked to you includes coarse location, contact info, financial info, usage data | Says deletion can be requested |
| Ladbrokes Casino | Linked to you includes financial and contact info; precise location not linked to you | Shares personal info and app activity; deletion can be requested |
| PlayOJO | Identifiers used for tracking | Says no data shared or collected; deletion can be requested |
| Casumo | Tracking: identifiers, usage data, diagnostics; linked data includes financial and contact info | May share location; deletion can be requested |
| 10bet | Tracking: usage data; linked: financial and contact info | Shares financial info; may collect location |
Labels can be incomplete or inconsistent between stores, which is another reason a full request is worthwhile. Our guides to casino app privacy settings and how to read casino app store listings go further.
Good reasons to ask for your casino data
People request their data for practical reasons. A full gambling and payment history shows your real net position over months or years, which can be a sobering and useful figure. It provides evidence for a complaint or dispute, alongside screenshots and round IDs. It helps if you’re working with a debt adviser, a support service or a solicitor. And the safer gambling notes show whether the casino contacted you about your play and what it recorded. Our guide on how to check your play history covers the records you can see in the app without a request.
If reviewing your history is difficult, support is available. The National Gambling Helpline is free and confidential on 0808 8020 133, 24 hours a day, and our gambling support services UK page lists other options, including GamCare and NHS gambling clinics.
If the casino doesn’t respond properly
Most UK casinos handle requests routinely, but if yours goes unanswered or the copy is clearly incomplete, follow these steps in order:
- Send a polite reminder referring to your original request and its date, and ask when you’ll receive a response.
- If the deadline has passed or the answer is incomplete, make a complaint to the casino, ideally to its data protection officer if one is named in the privacy policy.
- Keep copies of every message and screenshot any chat replies.
- If you’re still not satisfied, complain to the Information Commissioner’s Office through its website, including copies of your correspondence.
Data protection complaints go to the ICO, not to the Gambling Commission or an ADR provider. Disputes about gambling transactions follow a different route, described in how to complain about a casino app.
Opening and storing your data on a phone
Responses often arrive as a secure download link, a password-protected ZIP file, PDFs or spreadsheets. On iPhone, the Files app can open ZIP archives with a tap and preview PDFs and CSV files; the Numbers app opens spreadsheets. On Android, the Files by Google app or your manufacturer’s file manager extracts ZIPs, and Google Sheets or Excel opens CSVs. Secure links can expire after a set period, so download promptly.
The file contains ID documents and financial details, so store it carefully: keep it out of shared photo albums and cloud folders other people can see, and delete downloaded copies when you’re finished. Our guide to keeping your casino account secure has more tips.
Getting your data after closing or self-excluding
Your right of access continues after you close your account or self-exclude, for as long as the casino still holds your data, which is usually several years. You may not be able to sign in, so make the request by email to the privacy or support address. The casino will verify you by other means. Requesting data doesn’t reopen an account or lift an exclusion. See how to close a casino app account and account closure vs self-exclusion for how each option works.
18+. Gambling should be entertainment that costs money, not a way to make it. Set a deposit limit before you play: how to set limits. Free, confidential help: National Gambling Helpline 0808 8020 133.
Frequently asked questions
Is it free to get a copy of my casino data?
Yes, in almost all cases a subject access request is free. A casino can only charge a reasonable fee if the request is manifestly unfounded or excessive, or if you ask for further copies of data it has already provided. It can’t charge simply because the request involves a lot of records. If a casino asks for a fee, ask it to explain which exception it relies on. Our guide to casino apps and your personal data covers your wider rights.
How long does a casino have to send my data?
One calendar month from receiving your request is the normal deadline. The casino can extend it by up to two further months if the request is complex or you’ve made several, but it must tell you about the extension and why within the first month. If it needs to confirm your identity, the clock usually starts once it has that information. Keep a dated copy of your request so you can track the deadline. The verification guide explains identity checks.
Can I ask for my data through live chat?
Yes, a request doesn’t have to be on a form or by letter, and live chat or email both count. Save a copy of the transcript showing the date, because chat windows often disappear after you close them. If the agent says you must use a different channel, ask them to pass your request to the right team rather than starting again; the request is still valid. Sending from your registered email helps identity checks. See casino apps with live chat for support channels.
Will the casino include my safer gambling records?
They should, because notes about limits, time-outs, self-exclusion, affordability checks and safer gambling conversations are personal data about you. Ask for them specifically, along with any records of the casino contacting you about your play. A small number of internal reports may be withheld under crime-prevention exemptions, but routine safer gambling notes are normally included. These records can be useful when you’re talking to a support service. The affordability checks on casino apps guide explains what’s usually recorded.
Can I get data from a casino I closed years ago?
Yes, if the casino still holds it, and UK operators typically keep financial and identity records for several years after an account closes because of anti-money-laundering duties. Email the casino’s privacy or support address with your name, date of birth, old address and the email you used. It will verify you before releasing anything. If the data has been deleted under its retention policy, it should tell you. Our page on dormant casino app accounts covers older accounts.
Can I make the casino delete all my data?
You can ask, but a casino doesn’t have to delete data it must keep for legal reasons, and UK operators must retain many identity, payment and gambling records for years. It may delete marketing data and other information it no longer needs, and it must stop marketing to you if you object. If you also want to stop gambling with that operator, closing the account or self-excluding are the right tools. Read account closure vs self-exclusion for the differences.
What if the data I receive is wrong?
Ask the casino to correct it, because you have a right to have inaccurate personal data rectified. Point out the exact entries that are wrong and provide evidence, such as a bank statement for a disputed payment or proof of your correct address. If the dispute is about a game result or a payment rather than a factual error, use the casino’s complaints process instead. The how to complain about a casino app guide explains that route step by step.
Who do I complain to if a casino ignores my data request?
Complain to the casino first, then to the Information Commissioner’s Office if you’re still unhappy. The ICO is the UK regulator for data protection and can look into how an organisation handled your request. Include copies of your original request, any replies and your complaint to the casino. The Gambling Commission and ADR providers deal with gambling disputes, not data rights, so they aren’t the right route here. Our casino app safety guide covers other protections you have as a UK player.