Privacy Policy

This Privacy Notice explains how BV Gaming Limited, operating Betano on the website betenos.com, collects, uses, stores and shares personal data about players and visitors from the United Kingdom and Northern Ireland. It applies to anyone who visits betenos.com, creates an account, participates in gambling activities, or contacts us through any support channel. The Notice is prepared in accordance with UK data protection law (including the UK General Data Protection Regulation and the Data Protection Act 2018) and relevant gambling regulation. Effective date: 1 January 2026.

Who We Are

For the purposes of this Privacy Notice, the data controller responsible for your personal data is BV Gaming Limited, operating the Betano-branded service Betano via betenos.com.

Operator Details

Legal entity: BV Gaming Limited
Registered office / legal address: Suite 2.01, World Trade Center, Bayside Road, GX11 1AA, Gibraltar
Jurisdiction of operation: Online gambling services for residents of Great Britain and Northern Ireland
Gambling licence: Licence number 39576, issued by the Gambling Commission of Great Britain to BV Gaming Limited for remote gambling services (status confirmed as active in the UKGC public register as of February 2025, subject to ongoing regulatory updates).
Website for UK operations: https://betenos.com (Betano configuration)

Company registration and tax identification numbers are not provided in this Notice but are available through the UK Gambling Commission public register or upon reasonable request.

Contacting Us

General customer support: support@betenos.com
Support channels: 24/7 live chat, email, callback request, SMS and social media (Twitter/X) as described on the website. Response times are typically 45 seconds to initial live-chat bot, around 2 minutes to a human agent, and 2 - 4 hours for email (service levels based on testing in 2025 and subject to change).

Data Protection Officer (DPO) / Data Protection Contact

BV Gaming Limited has appointed a dedicated contact for data protection matters.

Data Protection Officer: Data Protection Officer, BV Gaming Limited
Postal address: Suite 2.01, World Trade Center, Bayside Road, GX11 1AA, Gibraltar (please mark the envelope "Data Protection Officer")
Email: dpo@betenos.com

You may contact the DPO for any questions about this Notice, your rights, or how we process your personal data.

What Personal Data We Collect

We collect and process different categories of personal data when you visit betenos.com, use Betano services, or interact with us. The exact data collected depends on how you use the website and which features you choose.

Identification and Contact Data

Basic details: full name, date of birth, gender (where provided), place of residence and nationality where required.
Contact details: email address (for example the account address you register with), mobile number and other telephone numbers you provide.
Account information: username, password (stored in hashed form), security questions and answers, language preferences and communication preferences.

Verification (KYC) and Regulatory Data

KYC documents: proof of identity (such as passport, national ID card, driving licence), proof of address (such as utility bill or bank statement), and where required, proof of payment method ownership.
Affordability and source-of-funds information: income information, employment details, bank statements or other financial evidence you provide to meet responsible gambling, anti-money laundering (AML) and counter-terrorist financing requirements.

Financial and Transaction Data

Payment data: partial card details (card type, last four digits, expiry date), e-wallet identifiers (for example, PayPal email), and details of other payment methods you link to your account. We do not store your full card number in readable form.
Transaction records: deposits, withdrawals, chargebacks, refunds, bonuses credited and bonus wagering activity, including amounts, currency (GBP), dates, times and payment channels (for example Visa, Apple Pay, PayPal).

Usage, Behavioural and Gambling Data

Betting and gameplay history: bets placed, stakes, odds, game rounds, wins/losses, session times, tournaments joined, promotions used and features accessed.
Responsible gambling data: self-exclusion status, time-out periods, deposit/loss limits, reality checks, cool-off requests, responsible gambling interactions and notes related to potential gambling-related harm.
Behavioural data: clickstream data, pages viewed, time spent on pages, navigation paths, interaction with banners and marketing campaigns.

Technical and Log Data

Device information: IP address, device identifiers, operating system, browser type and version, screen resolution, language, mobile network information and approximate location derived from your IP address.
Log data: login and logout timestamps, authentication events, failed login attempts, session identifiers, security logs and error logs.

Communications and Support Data

Customer support records: transcripts and recordings of live chat, email correspondence, support tickets, SMS messages, callback notes and social media interactions for support purposes.
Marketing interactions: your responses to marketing messages, opt-in/opt-out records, and interactions with newsletters or promotional communications.

Cookies and Similar Technologies

Cookies: small text files stored on your device that may be session-based (deleted when you close your browser) or persistent (stored for a longer period).
Similar technologies: pixel tags, web beacons, local storage and SDKs used within our apps or partner solutions for measurement and security.

Further details about cookies and how they are used on betenos.com are provided in the "Cookies & Tracking Technologies" section below.

Legal Basis for Processing

Under UK data protection law (including the UK GDPR) we must have a lawful basis to process your personal data. Depending on the specific processing activity, we rely on the following legal bases.

Performance of a Contract

To create, manage and operate your player account on betenos.com and provide access to Betano gambling services.
To process deposits, withdrawals and other payments, including verification of payment methods and settlement of bets.
To provide customer support, handle your requests and communicate with you about your account, transactions and gameplay.

Compliance with Legal and Regulatory Obligations

To meet our obligations under gambling, anti-money laundering and counter-terrorist financing laws in the United Kingdom and Gibraltar, including verifying your identity, residency, age and affordability, and monitoring transactions.
To comply with requirements of the Gambling Commission of Great Britain, other competent regulators and law enforcement authorities.
To comply with tax, accounting, record-keeping and reporting obligations that apply to our operations.

Legitimate Interests

We process certain data because it is necessary for our legitimate interests or those of a third party, provided those interests are not overridden by your rights and interests.

Fraud and security: preventing, detecting and investigating fraud, misuse of accounts, bonus abuse, account takeover and other illegal or suspicious activities.
Service improvement and analytics: analysing how our website and services are used so we can improve performance, user experience, product offerings and customer support.
Network and information security: securing our systems and services, monitoring for vulnerabilities, and ensuring business continuity.
Business operations: managing our business, including internal reporting, audits, risk management and corporate governance.
Defending legal claims: establishing, exercising or defending legal claims, including managing disputes, chargebacks and regulatory investigations.

Consent

For sending electronic direct marketing communications (such as email newsletters and SMS offers) where consent is required under electronic marketing rules, or where you have chosen to receive such communications.
For the use of non-essential cookies and similar technologies for analytics and advertising, as described in the "Cookies & Tracking Technologies" section, where consent is required.

Where we rely on your consent, you can withdraw it at any time using the tools provided (for example, in your account settings or via unsubscribe links) or by contacting us. Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.

Vital Interests

In rare situations we may process data where necessary to protect your vital interests or those of another person, for example if we reasonably believe someone is at serious and immediate risk of harm and we need to share information with relevant support services.

Purpose of Processing

We use your personal data for clearly defined purposes that are consistent with UK data protection and gambling regulation.

Providing and Managing Gambling Services

Operating your player account on betenos.com for Betano, including registration, authentication, account configuration and verification.
Enabling you to deposit funds, place bets, participate in games and promotions, and withdraw winnings in GBP.
Calculating and settling bets, updating balances, applying bonuses and enforcing applicable terms and conditions.

Regulatory Compliance and Responsible Gambling

Carrying out know-your-customer (KYC), affordability and source-of-funds checks as required by AML and gambling laws.
Monitoring gameplay and transactions to detect unusual patterns, potential problem gambling or self-exclusion breaches.
Applying responsible gambling tools, limits, time-outs, and self-exclusions, and documenting interactions with you where we identify potential harm.

Customer Support and Communication

Providing 24/7 customer support through live chat, email, callback, SMS and other channels.
Communicating with you about account activity, security alerts, service updates and changes to our terms and policies.

Service Improvement, Analytics and Marketing

Analysing how users interact with betenos.com to improve layout, navigation, performance and product offerings.
Performing statistical and market analysis (for example, understanding which games are most popular among UK players).
Sending marketing communications and personalised offers where permitted, and evaluating the effectiveness of those campaigns.

Fraud Prevention and Security

Detecting and preventing fraud, bonus abuse, AML violations and other illegal activities.
Maintaining the security of our platforms, including monitoring, testing and improving our technical and organisational security measures.

Business Management

Carrying out internal audits, management reporting and compliance monitoring.
Managing risks, enforcing our legal rights and handling disputes, chargebacks and regulatory enquiries.

Disclosure & Sharing

We do not sell your personal data. We share your data only where necessary for the purposes described in this Notice, in accordance with UK data protection law, and subject to appropriate safeguards and contractual protections.

Service Providers and Business Partners

Payment providers and banks: to process deposits, withdrawals and other payment-related services (for example debit cards, Apple Pay, PayPal), and to fulfil AML and fraud prevention obligations.
Game and platform providers: to provide casino, sports betting and related gaming content, including game outcomes, gameplay monitoring and responsible gambling features.
Technology and security providers: including hosting services, content delivery networks (for example services using TLS 1.3 via secure infrastructure), analytics tools, email delivery platforms, identity verification providers and anti-fraud systems.
Professional advisers: such as lawyers, auditors and consultants, where necessary for legal, compliance or business purposes.

Regulators, Authorities and Dispute Resolution Bodies

Regulators: the Gambling Commission of Great Britain and other competent regulators, where required by law or licence conditions.
Law enforcement and authorities: police, courts, tax authorities and other public authorities, where we are legally obliged to share information or where disclosure is justified under applicable law.
Alternative dispute resolution (ADR): independent ADR services such as IBAS (Independent Betting Adjudication Service) for gambling-related disputes, where we are required or agree to refer a dispute.

Group and Corporate Transactions

Group and white-label partners: selected entities involved in the provision of the Betano brand and underlying platform to BV Gaming Limited, where necessary to operate Betano on betenos.com and subject to appropriate agreements.
Corporate restructuring: potential or actual buyers, investors and other parties in connection with any merger, acquisition, sale of assets or similar corporate transaction involving BV Gaming Limited. In such cases, we share data only as necessary and, where required, in anonymised or aggregated form.

Marketing and Advertising Partners

Where you have consented to marketing cookies or direct marketing, we may share limited data (such as cookie identifiers and marketing preferences) with analytics, advertising or affiliate partners to deliver relevant offers and measure campaign performance.

Whenever we share your data with third parties, we require them to use it only for the agreed purposes, to protect it appropriately, and to comply with applicable data protection laws.

International Transfers

BV Gaming Limited is established in Gibraltar and provides online gambling services to players in the United Kingdom and Northern Ireland. In this context, your personal data may be transferred to, and processed in, countries outside the United Kingdom, including Gibraltar, the European Economic Area (EEA) and, in some cases, other countries such as the United States.

Locations and Typical Transfers

Gibraltar: your data is processed at our operational location in Gibraltar for account management, support, risk and compliance purposes.
European Economic Area (EEA): some of our technology and game providers operate from or host data in EEA countries.
Other countries: certain technology, security and communications providers may process data in other jurisdictions (for example, secure cloud or content delivery networks that may involve data centres outside the UK and EEA).

Safeguards for International Transfers

Where personal data is transferred outside the UK to a country that does not benefit from a UK "adequacy regulation", we implement appropriate safeguards, such as:

UK-approved international data transfer agreements (IDTAs) or the UK Addendum to the EU Standard Contractual Clauses.
Contractual commitments requiring recipients to protect data to standards equivalent to those required under UK data protection law.
Technical measures such as strong encryption in transit and at rest (including TLS 1.2+ and, where available, TLS 1.3) and strict access controls.

Where transfers are made to providers participating in recognised frameworks under UK law (for example, a UK extension to an EU - US data framework, where applicable), we rely on such frameworks in addition to contractual safeguards. You may contact our DPO for more information about international transfers and to request a copy of the relevant safeguards, where legally permitted.

Data Retention

We retain personal data only for as long as necessary to fulfil the purposes described in this Notice, including meeting legal, regulatory, accounting and reporting obligations. Retention periods are determined by factors such as UK gambling and AML laws, limitation periods for legal claims, and guidance from regulators.

General Retention Principles

Account and identity data: we typically retain core account information and KYC data for up to five (5) years after your account is closed or after your last transaction, whichever is later, unless a longer period is required by law or necessary to resolve ongoing issues.
Transaction and gambling data: records of bets, deposits, withdrawals and gameplay are generally retained for the same period as account data, and may be retained longer where required for AML or tax purposes.
Responsible gambling data: information related to self-exclusions, limits, interventions and affordability assessments is retained for as long as necessary to protect you and comply with regulatory requirements, and typically not longer than the core account retention period unless legal obligations require otherwise.
Customer support records: communications with support (chat transcripts, emails, call logs) are usually retained for up to five (5) years after closure of the relevant query or your account, for quality assurance, training and dispute resolution.
Marketing data: information about your marketing preferences is retained while you remain subscribed and for a reasonable period (for example up to two (2) years) after you unsubscribe, solely to ensure we honour your opt-out choices.
Cookies and analytics data: retention periods vary by cookie type and purpose; typical lifetimes range from the duration of your session up to around 13 months, unless a shorter or longer period is specifically stated in our cookie tools.

When personal data is no longer needed, we will securely delete or anonymise it. Where data is anonymised, it no longer identifies you and may be used for statistical analysis and business reporting. In some cases we may retain limited information beyond the standard periods if necessary to establish, exercise or defend legal or regulatory claims.

Your Rights

As a data subject under UK data protection law, you have several rights in relation to your personal data. These rights apply to data processed about you in connection with Betano on betenos.com, subject to certain legal exceptions and conditions.

Overview of Your Rights (UK GDPR)

Right of access: to obtain confirmation whether we process your data and to receive a copy, together with information about how we use it.
Right to rectification: to have inaccurate or incomplete personal data corrected or completed.
Right to erasure ("right to be forgotten"): to request deletion of your personal data where there is no longer a legal basis for us to process it (for example, where it is no longer necessary for our purposes, or you withdraw consent and there is no other legal basis). This right may be limited where we must retain data to comply with legal and regulatory obligations (such as AML and gambling laws).
Right to restriction of processing: to ask us to suspend processing of certain data, for example while we verify its accuracy or where you contest our legitimate interest-based processing.
Right to object: to object at any time to processing based on legitimate interests, including profiling, on grounds relating to your particular situation. You also have an absolute right to object to direct marketing and related profiling.
Right to data portability: to receive certain personal data you provided to us in a structured, commonly used and machine-readable format and to request that we transfer it to another controller where technically feasible, where processing is based on consent or contract and carried out by automated means.
Right not to be subject to automated decisions: to request that we do not make decisions about you solely by automated means, including profiling, where such decisions have legal or similarly significant effects (for example, certain affordability or fraud decisions), and to obtain human review of such decisions when required by law.
Right to withdraw consent: where we rely on your consent (for example for marketing or non-essential cookies), you may withdraw it at any time, without affecting the lawfulness of prior processing.

Procedures, Timeframes and Cost

How to exercise your rights: you can submit a request by contacting us via dpo@betenos.com, via customer support at support@betenos.com, or, where available, through account tools on betenos.com.
Verification: we may need to verify your identity (for example by asking for additional information or documentation) to ensure we do not disclose data to the wrong person.
Response time: we aim to respond to all valid requests within one (1) month of receipt. This period may be extended by up to two (2) further months for complex or numerous requests, in which case we will inform you of the extension and reasons.
Charges: exercising your rights is free of charge. However, where a request is manifestly unfounded or excessive, in particular because of its repetitive character, we may either charge a reasonable fee or refuse to act on the request, as permitted by law.

Alignment with Mexican and Other Privacy Frameworks

Our services and this Privacy Notice are tailored to players and visitors in the United Kingdom and Northern Ireland under UK law. However, the core rights described above broadly align with international privacy principles, including those in the Mexican Federal Law on the Protection of Personal Data Held by Private Parties (LFPDPPP), which recognises ARCO rights (access, rectification, cancellation and opposition). If you are located in Mexico or another jurisdiction with comparable rights, you may contact us to exercise those rights, and we will handle your request in a manner consistent with the rights and procedures set out in this section, subject to any applicable local legal requirements.

Cookies & Tracking Technologies

We use cookies and similar technologies on betenos.com to ensure the website functions correctly, to improve your experience, to measure performance and, where permitted, to deliver relevant marketing. You can manage your preferences through our tools and your browser settings.

Types of Cookies

Strictly necessary cookies: session and persistent cookies that are essential for the operation of the website and your account (for example, to keep you logged in, process bets, maintain security and remember your privacy preferences). These cookies cannot be switched off in our systems, though you can set your browser to block them at the risk of impairing functionality.
Functional cookies: cookies that remember your choices and preferences (such as language, region and interface settings) to provide an improved and more personalised experience.
Analytics cookies: first-party and third-party cookies used to collect aggregated information about how visitors use betenos.com (for example, which pages are visited most often, and whether users experience errors) so that we can improve site performance and design.
Advertising and marketing cookies: cookies and similar technologies that track your online activity on betenos.com and, in some cases, across other sites, in order to deliver personalised offers and measure the effectiveness of our marketing campaigns. These are used only where permitted and, where required, based on your consent.

Managing Cookies

Consent and preferences: when you first visit betenos.com (and periodically thereafter), you may be presented with a cookie banner or preferences panel that allows you to accept or reject non-essential cookies, or to configure cookie categories.
Browser settings: most browsers allow you to block, delete or disable cookies. Instructions are available in your browser's help section. If you block all cookies, some parts of the website may not function properly.
Device-level controls: your device or operating system may provide additional privacy controls for tracking technologies used in apps or mobile environments.

Further details about specific cookies, including their names, purposes and durations, may be provided in a dedicated cookie tool or information page linked from the cookie banner.

Data Security

We take the security of your personal data seriously and implement a combination of technical, organisational and physical measures designed to protect it against unauthorised access, disclosure, alteration and destruction.

Technical Security Measures

Encryption in transit: data transmitted between your device and our systems is protected using industry-standard encryption protocols such as TLS 1.2 or higher, with TLS 1.3 support (for example via secure content delivery and protection services) where available.
Encryption at rest: sensitive data fields are stored using strong encryption and hashing techniques, with access restricted to authorised systems and personnel only.
Access controls: strict access management policies, including role-based access controls, multi-factor authentication and least-privilege principles, govern how staff and systems access data.
Network security: firewalls, intrusion detection and prevention systems, vulnerability scanning and other safeguards are used to protect our infrastructure.

Organisational Measures and Certifications

Information Security Management: our platform security controls are aligned with recognised standards such as ISO 27001 for information security management systems. According to a security review conducted in February 2025, ISO 27001 certification was active for relevant systems and is subject to ongoing oversight and renewal.
Policies and training: staff are subject to confidentiality obligations and receive regular training on data protection, information security and responsible gambling requirements.
Vendor due diligence: we assess key third-party providers for security and data protection standards and include appropriate contractual protections in our agreements.

Incident Response

We maintain procedures for identifying, assessing and responding to actual or suspected data breaches and security incidents.
Where a breach is likely to result in a risk to your rights and freedoms, we will notify the appropriate supervisory authority and, where required by law, inform you without undue delay, providing information about steps you can take to protect yourself.

Player Funds and Related Protections

While not directly a data protection measure, we also segregate player funds and apply a "medium" level of funds protection in line with UK Gambling Commission classifications, meaning that segregated accounts and related safeguards are used to reduce, but not completely eliminate, the risk to player funds in the event of insolvency. Further details are available in our terms and conditions.

Complaints & Contacts

If you have any questions, concerns or complaints about how we handle your personal data, we encourage you to contact us first so that we can try to resolve the issue.

Contacting BV Gaming Limited

Data protection contact / DPO: dpo@betenos.com
Customer support: support@betenos.com or 24/7 live chat via betenos.com
Postal address: Data Protection Officer, BV Gaming Limited, Suite 2.01, World Trade Center, Bayside Road, GX11 1AA, Gibraltar

When you contact us, please include enough information for us to identify your account (if any) and understand your concern. We aim to acknowledge and resolve privacy-related complaints promptly and will generally respond within one (1) month, in line with the timeframes described under "Your Rights".

Escalation to Supervisory Authorities

If you are not satisfied with our response or believe that our processing of your personal data infringes applicable law, you have the right to lodge a complaint with a data protection supervisory authority.

United Kingdom: if you are located in the UK, you may contact the Information Commissioner's Office (ICO). Further information on how to complain is available at https://ico.org.uk.
Gibraltar: as BV Gaming Limited is established in Gibraltar, you may also have the right to complain to the relevant supervisory authority in Gibraltar responsible for data protection matters. Up-to-date contact details are available on the authority's official website.
Other countries (including Mexico and EU member states): where applicable and subject to local law, you may have the right to complain to your local data protection authority, such as the Instituto Nacional de Transparencia, Acceso a la Información y Protección de Datos Personales (INAI) in Mexico, or an EU member state authority if EU data protection law applies. However, our primary regulatory framework for Betano on betenos.com is the UK regime.

You also retain the right to pursue judicial remedies, such as bringing a claim before the competent courts, if you believe your data protection rights have been violated.

Updates

We may update this Privacy Notice from time to time to reflect changes in our services, technology, legal or regulatory requirements, or for other operational reasons. When we do so, we will revise the "Last updated" date and, where appropriate, provide additional notice.

How We Notify You of Changes

Minor changes: updated versions of this Notice will be published on betenos.com, and your continued use of the site after the effective date will constitute acceptance of the updated Notice.
Material changes: where we make significant changes that affect how your data is processed (for example, new purposes or new categories of recipients), we will provide more prominent notice, which may include email notifications, in-account messages and/or banners or pop-ups on the website.
Advance notice: for material changes, we will usually provide at least thirty (30) days' advance notice before the updated Notice becomes effective, unless a shorter period is required or permitted by law or regulatory guidance.

Your Choices on Updates

If you do not agree with an updated version of this Privacy Notice, you may close your account and stop using our services. Closing your account will not affect our right to retain and use data as required or permitted by law, as described in the "Data Retention" section.
Where we rely on your consent for particular processing activities (for example marketing or non-essential cookies), you may withdraw your consent at any time, regardless of any updates to this Notice.

Last updated: January 2026 (replacing and superseding previous versions last reviewed in November 2025). Material updates include clarifications about international transfers, expanded information on security measures and certifications, and more detailed explanations of user rights and complaint procedures under the UK data protection regime.