Privacy Policy

Last updated: January 1, 2026

At Levelup (levelup-canada.com), we take your privacy seriously. This Privacy Policy explains what personal information we collect, why we collect it, and how we use it. By using our website and services, you agree to the practices described here.

Levelup operates in compliance with the Personal Information Protection and Electronic Documents Act (PIPEDA), applicable provincial privacy legislation, and the regulatory requirements of iGaming Ontario where applicable.

1. Who We Are

Levelup is an online casino and gaming platform available to eligible Canadian residents. Our registered address and full corporate details are available upon request by contacting our support team. If you're a player in Ontario, our services are offered in accordance with the standards set by iGaming Ontario and the Alcohol and Gaming Commission of Ontario (AGCO).

2. Information We Collect

We collect personal information when you register an account, make a deposit or withdrawal, contact our support team, or simply browse our website. The types of information we may collect include:

Full name, date of birth, and contact details (email address, phone number, mailing address)
Government-issued identification documents for identity verification and Know Your Customer (KYC) purposes
Financial information, including payment method details and transaction history
Login credentials and account activity data
Device information, IP address, browser type, and browsing behaviour on our site
Communications you send us, including support tickets and live chat transcripts

We don't collect more than we need. Every piece of information we ask for has a clear purpose tied to running a safe, legal, and fair gaming platform.

3. Why We Collect Your Information

There are several reasons we need your personal data. Some are legal obligations; others are simply about giving you a good experience. Specifically, we use your information to:

Verify your identity and age (you must be 19+ in most provinces, 18+ in Alberta, Manitoba, and Quebec)
Process deposits, withdrawals, and other financial transactions
Comply with anti-money laundering (AML) laws and responsible gambling regulations
Provide customer support and respond to your inquiries
Send you account-related communications and, where you've opted in, promotional offers
Detect and prevent fraud, cheating, or other prohibited activity
Meet our reporting obligations to iGaming Ontario and other regulatory bodies

4. Legal Basis for Processing

Under PIPEDA, we process your personal information with your consent, or where processing is necessary to fulfil a contract with you, comply with a legal obligation, or serve a legitimate business interest. You can withdraw consent at any time, though doing so may affect your ability to use certain features of our platform.

5. How We Share Your Information

We don't sell your personal information. Full stop. But we do share it in limited circumstances:

With payment processors and banking partners to handle your transactions
With identity verification and KYC service providers
With iGaming Ontario, the AGCO, or other regulatory authorities as required by law
With fraud prevention and security services
With our technology and platform providers who help us operate the site, all of whom are bound by strict data protection agreements

If we're ever required to disclose your information by law, court order, or government authority, we'll comply. We'll notify you where we're legally permitted to do so.

6. Data Retention

We keep your personal information for as long as your account is active and for a minimum of five years after account closure, in line with Canadian AML and gaming regulations. Some data may be retained longer if required by law or ongoing regulatory review.

7. Your Rights

You have real rights over your personal data. Under PIPEDA and applicable provincial laws, you can:

Request access to the personal information we hold about you
Ask us to correct inaccurate or incomplete information
Withdraw consent for non-essential data processing
Request deletion of your data, subject to legal retention requirements
File a complaint with the Office of the Privacy Commissioner of Canada

To exercise any of these rights, contact our privacy team at [email protected]. We'll respond within 30 days.

8. Data Security

We use industry-standard security measures including SSL encryption, two-factor authentication options, and regular security audits to protect your data. No system is 100% foolproof, but we work hard to keep yours safe.

9. Third-Party Links

Our site may contain links to third-party websites. We're not responsible for their privacy practices. If you click through to another site, check their privacy policy directly.

10. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we'll post the revised version here with an updated date. If the changes are significant, we'll notify you by email or through a notice on your account dashboard.

11. Contact Us

Questions about this policy? Reach out to us at [email protected] or through the live chat on our website. We're happy to help.

Levelup is committed to responsible gambling. If you or someone you know needs support, visit ConnexOntario at 1-866-531-2600 or the Responsible Gambling Council at responsiblegambling.org. 19+. Please play responsibly.