- Introduction
This Privacy Policy is published by Crown Melbourne Limited, the legal entity responsible for the operation of Casino Crown Melbourne, located at 8 Whiteman Street, Southbank, VIC 3006, Australia. Crown Melbourne Limited forms part of the Crown Resorts group.
This document sets out how Crown Melbourne Limited collects, holds, uses and discloses personal information in connection with the Casino Crown Melbourne complex and associated services. It applies to customers, visitors, Crown Rewards members, participants in responsible gambling programs, and any other individuals whose personal information is handled by Crown Melbourne Limited.
Crown Melbourne Limited handles personal information in accordance with the Privacy Act and all applicable Australian privacy legislation, as well as obligations arising under the Casino Control Act 1991 (Vic) and the Gambling Regulation Act 2003 (Vic). Casino Crown Melbourne operates under the regulatory oversight of the Victorian Gambling and Casino Control Commission (VGCCC).
By accessing Casino Crown Melbourne premises, using its services, or participating in any Crown Melbourne program, individuals acknowledge that their personal information may be collected and handled in accordance with this Privacy Policy.
2. Collection of Personal Information
2.1 Types of Personal Information Collected
Crown Melbourne Limited may collect the following categories of personal information:
- Full legal name, date of birth and contact details, including postal address, telephone number and email address
- Identity verification documents, including current Australian driver’s licence, learner’s permit, Australian passport, or foreign passport with valid visa
- Crown Rewards membership details and carded play records
- Information provided in connection with self-exclusion or responsible gambling programs
- Records of interactions with Crown Melbourne customer relations, including complaints and enquiries
- Information collected through use of the official Crown Melbourne website at crownmelbourne.com.au
2.2 How Personal Information Is Collected
Personal information is collected directly from individuals at the time of registration, entry, membership enrolment, or participation in Crown Melbourne programs. Information may also be collected through written correspondence, telephone contact, online forms, and interactions with Crown Melbourne staff on the casino floor or at the Crown Rewards Desk.
Where required by law or regulation, Crown Melbourne Limited may also collect personal information from third parties, including government agencies, regulators and identity verification providers.
3. Use of Personal Information
Crown Melbourne Limited uses personal information for the following purposes:
- Administering Crown Rewards membership and associated carded play programs
- Verifying the identity of individuals in accordance with applicable Know Your Customer and anti-money laundering obligations
- Administering self-exclusion and responsible gambling programs under the Crown PlaySafe framework
- Responding to customer enquiries, complaints and requests
- Complying with obligations under the Casino Control Act 1991 (Vic), the Gambling Regulation Act 2003 (Vic), and directions issued by the VGCCC
- Complying with any other applicable Australian law, including privacy legislation in force and as amended
- Conducting internal research, auditing and compliance activities
Crown Melbourne Limited does not use personal information for purposes beyond those described in this Privacy Policy or otherwise permitted by applicable law.
4. Disclosure of Personal Information
Crown Melbourne Limited may disclose personal information to the following categories of third parties where required or authorised by law, or where necessary to fulfil the purposes described in this Privacy Policy:
Category of recipient - Basis for disclosure
Identification, security and probity check providers - Identity verification and regulatory compliance
Third-party service providers (including mail-house providers, customer research agencies, debt collectors, advertising agencies and advisers) - Service delivery and operational requirements
Government agencies and regulators, including the VGCCC - Legal obligation and regulatory compliance
Law enforcement bodies - Legal obligation or authorisation
Other casino operators - Where required or authorised by applicable law
Crown Melbourne Limited does not sell personal information to third parties.
5. Privacy Collection Statement - Self-Exclusion
A separate Privacy Collection Statement applies to individuals who participate in self-exclusion or responsible gambling programs administered through Crown PlaySafe. This statement covers the collection and use of sensitive personal information for harm minimisation purposes.
The entities named in the Privacy Collection Statement - Self-Exclusion are:
- Crown Melbourne Limited
- Burswood Nominees Limited trading as Crown Perth
- Crown Sydney Gaming Pty Ltd
Personal information collected under self-exclusion programs is used strictly for the purpose of limiting gambling access and providing support. It is protected in accordance with applicable privacy legislation and regulatory requirements.
6. Crown Rewards and Player Card Data Handling
The Crown Player Card Terms and Conditions govern the handling of personal information in connection with Crown Rewards membership and carded play. Crown Melbourne Limited handles Crown Rewards member information in compliance with applicable Australian privacy legislation and in accordance with the requirements of relevant regulatory bodies.
Members may access their Crown Rewards account through the official Crown Melbourne website at crownmelbourne.com.au using a registered email address and password. Access may require completion of security verification steps.
7. Data Security
Crown Melbourne Limited takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure. These measures are implemented in line with obligations under the Privacy Act and applicable Australian privacy legislation.
Individuals who become aware of suspicious communications, applications or social media profiles purporting to represent Casino Crown Melbourne or Crown Resorts are directed to report these to [email protected] and to the relevant platform or app store.
8. Access, Correction and Complaints
Individuals have the right to request access to personal information held about them by Crown Melbourne Limited, and to request correction of information that is inaccurate, incomplete or out of date.
Requests for access or correction, and privacy-related complaints, may be directed to the Privacy Manager at the following address:
Privacy Manager
Crown Melbourne Limited
Crown Casino and Entertainment Complex
8 Whiteman Street
Southbank VIC 3006
Australia
General privacy enquiries may also be submitted by email to [email protected].
Crown Melbourne Limited will respond to privacy complaints and access requests in accordance with the timeframes and procedures required under applicable Australian privacy legislation. If an individual is not satisfied with the outcome of a complaint, they may refer the matter to the Office of the Australian Information Commissioner or another relevant regulatory authority.
9. Responsible Gambling and Support Services
Crown Melbourne Limited administers responsible gambling services through the Crown PlaySafe program, including self-exclusion support. Individuals seeking assistance with gambling-related concerns may contact the Responsible Gaming Centre at Casino Crown Melbourne or call the Gambler’s Help line on 1800 858 858. Online support is also available at gamblinghelponline.org.au.
10. Contact Information
For general enquiries relating to Casino Crown Melbourne, including privacy matters, individuals may contact Crown Melbourne Limited through the following channels:
- Physical address: Crown Casino and Entertainment Complex, 8 Whiteman Street, Southbank VIC 3006, Australia
- Telephone: +61 3 9292 8888
- Email (general and privacy enquiries): [email protected]
- Email (hoax and impersonation reporting): [email protected]
The Crown Rewards Desk is located on the main casino floor and operates 24 hours a day, seven days a week.
11. Updates to This Privacy Policy
Crown Melbourne Limited may update this Privacy Policy from time to time to reflect changes in applicable law, regulatory requirements or operational practices. The current version of this Privacy Policy is published on the official Crown Melbourne website at crownmelbourne.com.au. Individuals are encouraged to review this Privacy Policy periodically.