PRIVACY POLICY
1. IN GENERAL
11.lv is part of the Paf Group and aims to offer customers a safe, socially responsible and a personalised gaming service for fun and entertainment. In order to provide the gaming service www.11.lv and related products and services (hereinafter referred to as the “Gaming Service”), 11.lv needs to process your personal data. At 11.lv, we are committed to protect your privacy and undertake to protect your personal data when you use and visit the Gaming Service.
This Privacy Policy applies when you use the Gaming Service as a Gaming Customer at 11.lv in accordance with 11.lv’s terms of use (hereinafter referred to as the “Agreement”) and/or when you visit the Gaming Service, and this Privacy Policy applies to the entire Gaming Service. 11.lv offers you the opportunity, to a certain extent, to control 11.lvs collection, use and dissemination of your personal data as described in this Privacy Policy, Cookie Policy and through the settings in your gaming account.
It is important that you familiarise yourself with and read through this Privacy Policy and that you have confidence in 11.lv’s processing of your personal data. Please feel free to contact us if you have any questions.
11.lv complies with applicable laws and regulations on data protection, including the Data Protection Regulation, (EU) 2016/679 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data.
1.1 Data Controller
SIA Viensviens (11.lv) is the data controller and is responsible for all personal data collected by 11.lv and for the processing of that personal data. 11.lv has also appointed a data protection officer within the Paf Group.
SIA Viensviens
(Company Reg. No. 40103553212)
39 - 8 Dzirnavu street
LV-1010 Riga
Latvia
Email: support@11.lv
Data protection officer
Lövdalsvägen 8
PB 241
AX-22101 Mariehamn
Åland, Finland
Email: support@11.lv
2. CHANGES
The Gaming Service provided by 11.lv is constantly evolving, and applicable data protection laws may change, which means that 11.lv may need to update or change this Privacy Policy from time to time without any special notice. Therefore it is important that you read through this Privacy Policy each time you visit the Gaming Service. The date when the most recent changes have been made is stated at the top of this Privacy Policy.
3. CHILDREN
11.lv applies a strict age limit for using the Gaming service. Persons under the age of 18 may not, therefore, submit any personal data to 11.lv.
4. DATA COLLECTED BY 11.lv
4.1 Data you provide to 11.lv
4.1.1 Registration
11.lv collects the personal data that you provide to 11.lv in connection with your registration of a gaming account. In order to participate in online gaming, you must have a registered gaming account on the Gaming Service. When you register a gaming account, you will need to enter information such as your name, surname, personal identity number, date of birth and email address.
4.1.2 Administration of the Gaming Service
11.lv also collects personal data that you provide to 11.lv in connection with administration of the Gaming Service, including for the purpose of administering payments to your bank account or other registered payment method you have with 11.lv. 11.lv may also request that you verify your identity.
You may also provide data to 11.lv when you contact 11.lv or participate in 11.lv’s activities or otherwise provide data to 11.lv.
4.2 Data that 11.lv collects from other sources
In addition to the personal data you provide to 11.lv, 11.lv may collect and/or update your personal data through third parties, for example from various authorities and public records.
Data that 11.lv collects from third parties comprises:
Identification data such as name and personal identity number from public records to ensure that 11.lv has accurate data about you.
Data from gaming providers who provide 11.lv with games on the Gaming Service that indicate whether cheating, fraud or other violations have occurred in breach of the Agreement, gaming rules or applicable laws. 11.lv also collects data generated by you from playing the games provided by the gaming provider which includes segmented data as well as profiled data.
Data that 11.lv must examine by law, for example, if you are a person in a politically exposed position under the Act on Preventing Money Laundering and Terrorist Financing. 11.lv uses subcontractors to collect and examine such data.
11.lv uses subcontractors that offer solutions for the detection and prevention of fraud, other offences and improper conduct against 11.lv and/or you as a gaming customer. These business services involve the examination of devices connected to the internet in order to evaluate the risk level of fraud and whether there is a history of fraudulent conduct so that 11.lv can protect its business from persons who wish to commit crimes against 11.lv or you as a gaming customer.
4.2.1 Use of the Gaming Service
11.lv also collects data generated through your use of the Gaming Service, including transactions to and from your gaming account. This means that 11.lv stores and processes data on how you use the Gaming Service, for example the games you play, the tools you use, transfer of funds between your external payment providers and 11.lv’s bank accounts, and correspondence between you and 11.lv.
5. OBJECTIVES OF 11.lv’S PROCESSING OF PERSONAL DATA
11.lv’s objectives are described below, that is, the purpose of processing your personal data and the legal basis for such processing.
Purpose:
Registration of gaming account
Justification of the necessity of processing:
Processing is necessary for you to be able to open a gaming account with 11.lv. All online gaming requires that you as a gaming customer register a gaming account at the Gaming Service.
Legal basis:
Performance of contract - Collection and processing of personal data is necessary for 11.lv to fulfil its obligations under the Agreement between you and 11.lv and for you and 11.lv to enter into the Agreement.
Purpose:
Administration of the Gaming Service and your data
Justification of the necessity of processing:
Processing is necessary for the administration of the Gaming Service, including the transfer of gaming funds between your account, accounts of external payment providers and 11.lv’s bank accounts, management of customer funds and administration of your data.
Administration of the Gaming Service is also necessary to maintain the customer relationship between you and 11.lv.
Legal basis:
Performance of contract - Collection and processing is necessary for 11.lv to fulfil its obligations under the Agreement between you and 11.lv.
Purpose:
Delivery of a customised and personalised Gaming Service
Justification of the necessity of processing:
Processing is necessary for the creation of customised content on the Gaming Service by providing you as a gaming customer, with relevant game recommendations, presentation of specific offers and other similar actions.
Legal basis:
Performance of contract - Collection and processing is necessary for 11.lv to fulfil its obligations under the Agreement between you and 11.lv.
Purpose:
Supply and provision of fast and qualitative customer service
Justification of the necessity of processing:
11.lv offers customer service by phone, email and chat. 11.lv uses the information you provide to investigate, respond to and resolve complaints and issues with the Gaming Service, for example bugs or winner payouts.
11.lv also records conversations and monitors keystrokes in real time in chat communication with customers in order to quality assure 11.lv’s customer service, provide faster customer service and for training purposes, so as to improve and develop 11.lv’s customer service.
Legal basis:
Performance of contract - Collection and processing is necessary for 11.lv to fulfil its obligations under the Agreement between you and 11.lv.
In the event that a person that is not a customer contacts 11.lv customer service, processing is based on legitimate interest. Processing is necessary to meet both 11.lv’s and your interests in the management of your issue.
Purpose:
Deliver and provide chat services in connection with certain games
Justification of the necessity of processing:
Processing is necessary for the provision to you of chat features, to enable you to contact 11.lv and other players in connection with certain games.
Processing is also necessary to ensure that the content and your behaviour in the chat feature are appropriate, which means that the content may not be offensive, discriminatory or encourage crime.
Legal basis:
Performance of contract - Processing is necessary for 11.lv to fulfil its obligations under the Agreement between you and 11.lv.
Purpose:
Prevention of abuse of the Gaming Service and prevention, preclusion and investigation of violations against 11.lv and/or you
Justification of the necessity of processing:
Processing is necessary for prevention and investigation of any fraud or other offences.
Processing is also necessary for the prevention and investigation of harassment, attempts to unlawfully log in to your gaming account or any other actions prohibited by law or by the Agreement between you and 11.lv, as well as 11.lv’s or the gaming provider’s gaming rules.
Furthermore, processing is necessary to provide a safe and secure Gaming Service, improve and develop 11.lv’s IT environment, and to protect you and your gaming account from attacks and intrusion.
Legal basis:
Performance of contract - Processing is necessary for 11.lv and you, as a gaming customer, to fulfil your obligations under the Agreement between you and 11.lv.
In cases where processing is not necessary to fulfil the Agreement between you and 11.lv, processing is based on a legitimate interest in protecting, preventing and precluding abuse of the Gaming Service and preventing and investigating any offence against 11.lv or you as a gaming customer.
Purpose:
Responsible gaming
Provide socially responsible Gaming Service
Counter, prevent and preclude problem gambling
Offer customers tools and services that help customers make informed decisions about their gambling
Justification of the necessity of processing:
11.lv processes your personal data when you as a customer use:
11.lv’s tools and services to make informed decisions about your gambling, such as deposit limits, freezing of the gaming account or receiving reminders about how long you’ve been playing.
11.lvs questionnaire and/or self-test to get information about your gaming habits.
11.lv also processes your data that has been generated by your use of the Gaming Service, including the profiling of your gaming behaviour to detect, counteract and prevent problem gambling.
11.lv also processes your personal data to verify that you are not registered in a self exclusion registry and to accommodate your request in the event you wish to be suspended from the Gaming Service.
11.lv reserves the right to suspend you from the Gaming Service if your gaming pattern strongly indicates that you may have problems with your gambling and may not take control of your gambling yourself or do not take the steps recommended by 11.lv.
11.lv has implemented a mandatory loss limit which applies to all gaming customers. The processing is based on an automated process which means that once the Gaming Customer has reached the yearly mandatory loss limit, the Gaming Customer cannot make any further bets until the beginning of the next year or until a win changes the loss. Here is more information about 11.lv’s loss limits.
11.lv also processes anonymous data in order to contribute to research in the field of gaming responsibility.
Legal basis:
Performance of legal obligations - Processing is necessary to fulfil one or more legal obligations pertaining to 11.lv.
Consent - In the event that you as a gaming customer choose to take 11.lv’s survey or self-test, 11.lv needs your consent to provide these services.
In cases where there is no legal obligation or consent, processing is based on a legitimate interest of 11.lv being a gaming company that takes responsible gaming seriously, preventing and protecting you from unhealthy gaming habits and problem gambling.
Purpose:
Administration of events and other occasions, promotions, competitions and tournaments including travel and prize givings
Justification of the necessity of processing:
You have the opportunity to participate in 11.lv’s promotions, competitions, tournaments and events and other arrangements organised by 11.lv. In order for you to participate in these arrangements, it is necessary to process your personal data to administer your participation.
Legal basis:
Performance of contract - Processing is necessary for 11.lv to fulfil its obligations under the terms of the competition or the promotion.
Purpose:
Marketing of the Gaming Service
Justification of the necessity of processing:
11.lv processes personal data to promote its products, services and promotions.
11.lv also processes personal data through profiling in order to suggest customised offers and marketing to you as a gaming customer in accordance with applicable law. You can at any time choose not to receive personal offers generated through profiling by declining personal offers and marketing on your gaming account.
As a gaming customer you can also choose not to receive direct marketing, or only receive direct marketing through certain communication channels through the settings in your gaming account.
Please note that 11.lv does not target any marketing outside the Gaming Service nor to any persons that are not gaming customers at 11.lv.
Legal basis:
Legitimate interest - Processing is based on a legitimate interest in marketing 11.lv and the Gaming Service, including various events organised by, or sponsored by 11.lv.
Purpose:
Communications
Justification of the necessity of processing:
11.lv communicates with you through various communication channels, for example, via email, mobile phone, Gaming Service notifications, messages to your inbox at the Gaming Service and other similar ways. Messages from 11.lv may contain news about 11.lv, availability and security of the Gaming Service, reminders and marketing announcements from 11.lv and 11.lv’s business partners. You can change your communication settings on your gaming account at any time. Please note that you cannot opt out of 11.lv service announcements, which includes customer information, security and legal notices.
11.lv also gives you the opportunity to communicate with others in connection with some games, please see “Deliver and provide chat services in connection with certain games”.
Legal basis:
Performance of contract - Some communications are necessary for 11.lv to fulfil its obligations under the Agreement between you and 11.lv, such as providing information on security and legal matters.
Legitimate interest - Some communications are based on a legitimate interest in being able to send information about 11.lv and marketing about 11.lv’s services and products.
Purpose:
Develop the Gaming Service and conduct surveys as well as perform business analysis and statistical calculations
Justification of the necessity of processing:
Processing is necessary to develop and improve the Gaming Service and to make the Gaming Service user-friendly for you.
11.lv analyses usage patterns of the Gaming Service, among other things, in order to be able to take improvement and development measures.
Legal basis:
Legitimate interest - Processing is based on a legitimate interest in improving and developing the business, including the Gaming Service, and the interest in offering a user-friendly Gaming Service to 11.lv’s customers.
Purpose:
Performance of legal obligations pertaining to 11.lv
Justification of the necessity of processing:
Processing is necessary to fulfil 11.lvf’s legal obligations under legal requirements, court judgements or official decisions. 11.lv has a duty to comply with applicable laws, for example laws regarding the provision of games, the prevention of money laundering and financing of terrorism, accounting, and applicable license terms.
Legal basis:
Performance of legal obligations - Processing is necessary to fulfil one or more legal obligations pertaining to 11.lv.
5.1. Processing for other purposes
The main rule is that your personal data is only processed for the specific purposes for which your personal data was collected. However, your personal data may be processed for other purposes, provided that these purposes are consistent with the original purposes for which your personal data was originally collected. For example, 11.lv may process your personal data for other purposes due to legal reasons.
6. DURATION OF THE DATA STORAGE
11.lv does not store your data for longer than is necessary for the specified purposes. In general, 11.lv stores your personal data until two years after the customer relationship has ended in order to be able to provide support if needed and for business continuity should you decide to return to 11.lv as a customer. Kindly note that legal requirements or official decisions may extend this timeframe as further described below. Thereafter, the personal data is deleted or anonymised so that it can no longer be linked to you as a person. However, you may request that 11.lv anonymise your personal information earlier, provided that the customer relationship has ended and that 11.lv is not obligated to keep certain categories of personal for the purposes of fulfilling its obligations pursuant to law or there is an ongoing legal process.
In certain cases, 11.lv may store your personal data for less than two years after the customer relationship has ended. For example, 11.lv stores your personal data in cases where you have attended 11.lv events or other arrangements, promotions, competitions or tournaments, including travel and prize-givings, until they have been completed and follow-up of the current event has been completed.
Specifically with regard to recorded customer conversations, 11.lv stores these recorded calls for 90 days.
In the event that you do not wish to receive 11.lv marketing, 11.lv will discontinue the processing of your personal data for that specific purpose. However, please note that 11.lv processes your personal data to ensure that you do not receive any marketing. The same also applies to cases in which you withdraw your consent.
Chat services associated with certain games are provided by 11.lv’s gaming providers and 11.lv does not have access to the logs that the gaming provider saves. 11.lv will only be notified if you as a gaming customer have acted improperly and do not comply with the terms set out in the chat service agreement. Therefore, 11.lv only stores data relating to breaches of the terms of the chat service.
11.lv is obligated to store some of your personal data for more than two years after the customer relationship has ended, in order to fulfil its legal, regulatory, and/or licence terms. For example, 11.lv has an obligation to keep some of your personal data for five years after the customer relationship has ended pursuant to applicable gambling laws, and licence terms, and five years after the customer relationship has ended, pursuant to the Act on Preventing Money Laundering and Terrorist and Proliferation Financing. 11.lv then only processes the parts of your personal data that are required for these specific purposes.
11.lv may also process your personal data independently of the customer relationship if the personal data is included in an ongoing legal process or investigation.
7. AUTOMATED DECISIONS FOR INDIVIDUAL PLAYERS
In order to fulfil the relevant legal requirements, 11.lv verifies parts of your personal details and makes automated decisions based on those verifications. That includes decisions regarding your rights to use 11.lv’s Gaming Service.
11.lv also applies automated decisions in regards to responsible gaming, including blocking customers from depositing further funds into their gaming account when they have reached the yearly loss limit. Automated decisions are also applied when limiting or locking customers’ gaming accounts. The aim of these decisions is to prevent, counteract and prohibit problem gambling, identify gambling problems and make customers aware of their gaming behaviour.
11.lv may also terminate a customer relationship or lock a gaming account based on a customer’s inactivity and the likelihood that the customer in question is not using the Gaming Service.
8. SHARING AND TRANSFER OF PERSONAL DATA
8.1 Disclosing of personal data
11.lv processes your personal data in the strictest confidence and only discloses your personal data to third parties in accordance with this Privacy Policy and to persons authorised to process personal data, who have undertaken to observe confidentiality or are subject to appropriate statutory confidentiality. Otherwise, 11.lv will only share your personal data with a third party if you have given consent to such notification.
11.lv may disclose your personal data in cases where 11.lv is required to do so by law, regulation or as a result of a request from an authority (police, tax office or other authorities) to disclose the data. 11.lv may also disclose your data in cases where 11.lv suspects that a crime has been committed.
8.2 Data processors
In order to provide parts of the Gaming Service, 11.lv uses so-called data processors, companies that process personal data on 11.lvf’s behalf in accordance with 11.lv’s instructions. 11.lv uses the following personal data processors:
Game providers to be able to provide a varied range of games.
IT companies that provide IT solutions for necessary operation, technical support and maintenance of the Gaming Service and 11.lvf’s other activities. This includes services such as: IT infrastructure, backup, logging, monitoring, relationship management and profiling, communication, service enhancement including profiling, personalisation, and business analytics.
Companies that provide payment solutions such as card payment companies, banks and other payment service providers.
Companies that provide services to counteract and detect fraud, other crimes and/or other improper conduct.
Companies that run marketing such as media and advertising agencies and affiliates.
The sharing of personal data to data processors takes place only for purposes that are consistent with the purposes for which 11.lv has collected personal data, for example in order to fulfil 11.lv’s commitment under the Agreement.
11.lv controls and ensures that each personal data processor provides sufficient guarantees regarding the security, protection and confidentiality of personal data. 11.lv has written agreements with all data processors that regulate the undertakings of the data processors where they, inter alia, undertake to comply with 11.lv’s written instructions, security requirements and the restrictions and requirements that apply to the transfer of personal data.
8.3 Within the Paf Group
For the purposes described in this Privacy Policy and the Agreement, your personal data may be transferred and processed within the Paf Group, located within the EU. The sharing of your personal data within the Paf Group is primarily for managing your personal data and for handling various matters related to the Gaming Service.
Sharing may also occur, for example being able to take measures within responsible gaming and take measures against money laundering and financing of terrorism, if you play on any gaming service provided by any of the companies within the Paf Group, which are licence holders for that specific gaming service.
8.4 Other companies
11.lv shares personal data with other companies with which 11.lv is in cooperation, but which do not act as a data processor, i.e. the company is an independent data controller. This means that these companies decide independently how personal data will be processed. 11.lv shares personal data with the following companies which are independently responsible for the personal data:
Companies that provide payment solutions such as card payment companies, banks and other payment service providers.
Companies that provide booking services for travel, airlines, hotels and similar companies.
Companies that supply prizes to those who have won a prize by participating in any of 11.lv’s activities.
Certain game suppliers that supply games to the Gaming Service.
Research institutes. 11.lv transfers anonymous data to research institutes in order to contribute to research in the field of gaming responsibility.
In cases where your personal data is shared with a company that independently processes your personal data, that company’s privacy policy and personal data handling is applicable.
For further information regarding the companies that independently process your personal data, please find more information here or contact 11.lv.
8.5 Transfer of personal data
11.lv always strives to process your personal data as far as possible within the European Union (EU) and the European Economic Area (EEA). In cases where it is necessary to transfer personal data outside the EU/EEA, for example, for the sharing of personal data with a data processor who, either himself or through a subcontractor, is established or storing personal data in a country outside the EU/EEA, 11.lv has taken the necessary and reasonable legal, technical and organisational measures to ensure that the level of protection is the same as in the EU/EEA.
When transferring personal data to a country outside the EU/EEA, the level of protection is guaranteed either by decision of the EU Commission that the country in question ensures an adequate level of protection, or that the company has entered into the EU’s standard contractual clauses. Other appropriate safeguards are approved code of conduct in the recipient country and the application of internal binding company regulations.
In the event 11.lv transfers personal data to the United States, the transfer is primarily supported by the Data Privacy Framework (an adequacy decision which concludes that the United States ensures an adequate level of protection for personal data transferred from the EU to US companies participating in the EU-U.S. Data Privacy Framework) and/or by the EU standard contractual clauses.
9. YOUR RIGHTS
9.1 Right of access
You are entitled to access your personal data, that is, a record of what personal data 11.lv is processing about you, provided that the data does not affect the rights and freedoms of others, or access to personal data is forbidden due to legal requirements, for example the Act on Preventing Money Laundering and Terrorist and Proliferation Financing. Please note that in cases where 11.lv receives a request for access to data, 11.lv may request further information from you requesting access to your personal data, to ensure effective handling of the request and disclosure of the data to the correct person.
9.2 Right to rectification
You are entitled to have incorrect personal data that concerns you rectified as well as within the stated purpose, to supplement incomplete personal data.
As a gaming customer, you can update your contact details yourself via your gaming account. Other data that may need to be corrected or supplemented is handled by contacting 11.lv.
9.3 Right to be forgotten
You are entitled to request that 11.lv delete or remove all or some personal data, for example, if the personal data is no longer required for the purposes it was collected or otherwise processed.
Please note that 11.lv may deny your request for deletion or removal of your personal data in cases where the processing is performed due to legal obligations which apply to 11.lv, such as the Accounting Act or the Act on Preventing Money Laundering and Terrorist and Proliferation Financing. 11.lv may also deny your request for deletion and removal of your personal data if 11.lv has a compelling legitimate interest for the processing, or if it is necessary for 11.lv to determine, claim or defend legal claims.
9.4 Right to restriction of processing
You are entitled to some extent to request that 11.lv’s processing of your personal data be restricted, for example, if you contest the accuracy of your personal data or that the processing is illegal but you do not want your personal data to be deleted. The processing of your personal data may also be restricted to establishing, enforcing or defending legal claims and in cases where the processing is based on a legitimate interest to the extent necessary to determine whether 11.lv has a compelling legitimate interest which carries more weight than your legitimate grounds.
Please note that 11.lv is entitled to store your personal data during the restriction of processing of your personal data and process such personal data in order to determine, enforce or defend legal claims or to protect any other natural or legal person’s rights. 11.lv may also process such data in cases where you have given your consent, or for reasons relating to an important public interest.
9.5 Right to object
You are entitled to object to certain types of processing, such as 11.lv’s processing of your personal data for direct marketing and processing that is supported by a legitimate interest.
9.5.1 Direct marketing
You may object at any time to processing that relates to direct marketing, including profiling (analysis of personal data collected), to the extent that profiling is connected to such direct marketing.
As a gaming customer, you can select which communications channels 11.lv may use to send marketing to you through the settings in your gaming account. If you do not want any marketing sent to you, 11.lv will stop sending marketing to you and discontinue such processing of your personal data.
9.5.2 Legitimate interest
In the event that 11.lv relies on legitimate interest to support processing, you can object to such processing.
However, please note that 11.lv may continue the processing if 11.lv has a compelling reason for processing the personal data. Otherwise, 11.lv may only process your personal data in order to determine, exercise or defend legal claims.
9.6 Right to data portability
If 11.lv’s processing of your personal data is based on either your consent or on performance of an agreement between you and 11.lv, and that your personal data is provided by you and that the processing is automated, you are entitled to request that your data be transferred to another data controller (right to data portability).
9.7 Withdrawal of consent
In cases where 11.lv bases its processing of your personal data on your consent, you can withdraw your consent at any time, at no cost. You can withdraw your consent by contacting 11.lv customer service.
Note that the withdrawal of consent does not affect the legality of the processing that takes place before the consent is withdrawn.
9.8 Right to lodge a complaint
If you consider that 11.lv’s processing of your personal data does not comply with applicable data protection laws, you may submit a complaint to the Latvian Data State Inspectorate.
10. COOKIES
11.lv uses so-called cookies. Cookies are small text files that are saved on your device (e.g. your computer, mobile or tablet) when you visit the Gaming Service.
For more information about cookies and 11.lv’s use of cookies, as well as which categories of cookies are used, please read 11.lv’s Cookie Policy.
11. SECURITY
11.lv has taken all necessary and appropriate steps to protect your personal data from unauthorised procedures such as unlawful or unauthorised processing, which includes theft, deletion, alteration, disclosure and transfer of personal data. These measures include:
the greatest possible restriction of the circle of people that has the right to the personal data
limitation of the ability of the authorised persons to make changes,
technical barriers to infringement, including encryption during transmission and storage,
firewalls,
strict requirements for passwords,
alert functions with reporting upon attempted unauthorised infringement etc.
Pseudonymisation is used to the fullest extent during our processing, to further protect your privacy.