Privacy Policy

1. Introduction and Scope

jlivo ("we", "us", "our") is committed to protecting the privacy and personal data of all users ("you", "your", "Player") who access and use our online casino and sports betting platform. This Privacy Policy describes how jlivo collects, uses, stores, shares, and protects personal information in accordance with applicable data protection principles and regulations.

This policy applies to all personal data processed in connection with your use of the jlivo website, mobile platforms, customer support channels, and any other service provided under the jlivo brand. It covers data collected directly from you, data collected automatically through your use of the Service, and data obtained from third-party sources where applicable.

2. Data Controller Information

jlivo operates as the data controller in respect of personal data processed under this Privacy Policy. jlivo is an offshore gaming company operating under the terms of its applicable gaming license. All inquiries relating to data privacy, including requests to access, correct, or delete personal data, should be directed to our customer support team at [email protected] or via live chat on the platform.

3. Information We Collect

3.1 Information You Provide Directly

When you register for an account, use our services, or communicate with us, jlivo may collect the following categories of personal data:

• Identity Data: Full legal name, date of birth, nationality, government-issued ID number (PhilSys, driver's license, passport);
• Contact Data: Email address, mobile number, residential address (city/province in the Philippines);
• Financial Data: GCash mobile number, Maya account details, bank account information (BPI, BDO, Metrobank), transaction history, deposit and withdrawal records;
• Verification Data: Copies of identity documents, selfie photographs for facial verification, proof of address documents;
• Communications Data: Records of your interactions with our customer support team, live chat transcripts, and email correspondence;
• Responsible Gaming Data: Self-imposed deposit limits, session limits, self-exclusion requests, and responses to responsible gaming questionnaires.

3.2 Information Collected Automatically

When you access and use the jlivo platform, we automatically collect certain technical and usage data, including:

• Device Data: Device type, operating system, browser type and version, screen resolution, device language settings;
• Network Data: IP address, internet service provider, mobile network operator (Globe, Smart, DITO), approximate geographic location derived from IP address;
• Usage Data: Pages visited, games played, betting history, session duration, click patterns, feature usage, login timestamps;
• Cookie Data: Session cookies, preference cookies, analytics cookies, and security tokens (see Section 9 for full Cookie Policy).

3.3 Data from Third Parties

jlivo may receive personal data about you from the following third-party sources:

• Payment Processors: Transaction verification data from GCash, Maya, and banking partners;
• Identity Verification Services: Results from KYC verification providers used to confirm your identity and age;
• Fraud Prevention Services: Risk scoring and fraud alert data from third-party security providers;
• Responsible Gaming Databases: Self-exclusion registries to ensure excluded players cannot register new accounts.

4. How We Use Your Personal Data

jlivo processes personal data for the following purposes, each of which has a lawful basis as described:

Purpose	Data Used	Legal Basis
Account registration and management	Identity, contact, verification data	Contract performance
Identity and age verification (KYC)	Identity, verification documents	Legal obligation
Processing deposits and withdrawals	Financial, identity data	Contract performance
Anti-money laundering compliance	Financial, identity, transaction data	Legal obligation
Fraud prevention and security	Device, network, usage data	Legitimate interests
Responsible gaming monitoring	Usage, responsible gaming data	Legal obligation / legitimate interests
Customer support	Identity, communications data	Contract performance
Platform improvement and analytics	Usage, device, cookie data	Legitimate interests
Marketing communications (with consent)	Contact, usage data	Consent

5. Sharing and Disclosure of Personal Data

5.1 We Do Not Sell Your Data

jlivo does not sell, rent, or otherwise trade your personal data to third parties for their own marketing or commercial purposes. This is an unconditional commitment.

5.2 Permitted Disclosures

jlivo may share your personal data with the following categories of recipients, strictly limited to what is necessary for the purposes described:

• Payment Service Providers: GCash, Maya, BPI, BDO, Metrobank, and other payment processors necessary to execute your deposits and withdrawals;
• Identity Verification Partners: Third-party KYC providers used to verify your identity and age as required by our licensing obligations;
• Game Software Providers: Licensed game studios whose titles are available on the jlivo platform may receive anonymized session data for game performance purposes;
• Fraud Prevention Providers: Security and risk management services that help jlivo protect its platform and users from fraud and money laundering;
• Regulatory and Legal Authorities: Law enforcement agencies, regulators, and courts where we are required by law to disclose information;
• Professional Advisors: Lawyers, accountants, auditors, and insurers in connection with their professional services to jlivo, subject to confidentiality obligations.

5.3 International Data Transfers

Some of jlivo's service providers operate outside the Philippines. Where personal data is transferred internationally, jlivo ensures that adequate safeguards are in place to protect your data, including contractual data protection clauses and assessments of the recipient country's data protection standards.

6. Data Retention

jlivo retains personal data only for as long as necessary to fulfill the purposes for which it was collected, including satisfying legal, regulatory, accounting, or reporting requirements. Specific retention periods include:

• Account and Identity Data: Retained for the duration of your account relationship plus a minimum of five (5) years after account closure, as required by AML and gaming regulations;
• Financial Transaction Data: Retained for a minimum of seven (7) years in accordance with financial record-keeping obligations;
• Customer Support Records: Retained for three (3) years from the date of last interaction;
• Marketing Consent Records: Retained until consent is withdrawn, plus one (1) year;
• Technical and Usage Data: Retained for up to two (2) years for analytics and security purposes.

Upon expiration of the applicable retention period, personal data is securely deleted or irreversibly anonymized so that it can no longer be attributed to any individual.

7. Your Rights as a Data Subject

Subject to applicable law, you have the following rights with respect to your personal data held by jlivo:

• Right of Access: You may request a copy of all personal data jlivo holds about you;
• Right to Rectification: You may request correction of any inaccurate or incomplete personal data;
• Right to Erasure: You may request deletion of your personal data where it is no longer necessary for the purposes for which it was collected, subject to legal retention obligations;
• Right to Restriction: You may request that jlivo restrict processing of your personal data in certain circumstances;
• Right to Data Portability: You may request a copy of your data in a structured, commonly used, machine-readable format;
• Right to Object: You may object to processing based on legitimate interests, including direct marketing;
• Right to Withdraw Consent: Where processing is based on consent, you may withdraw consent at any time without affecting the lawfulness of prior processing.

To exercise any of these rights, please contact our support team via live chat or at [email protected]. We will respond to all verified requests within thirty (30) days. We may need to verify your identity before processing your request.

8. Security Measures

jlivo implements appropriate technical and organizational security measures to protect your personal data against unauthorized access, accidental loss, destruction, or damage. These measures include:

• 256-bit SSL/TLS encryption for all data transmitted between your browser or app and our servers;
• Encryption at rest for sensitive data fields, including financial account details and identity documents;
• Role-based access controls limiting employee access to personal data on a strict need-to-know basis;
• Regular security audits and penetration testing by qualified third-party security professionals;
• Two-factor authentication requirements for privileged system access by jlivo staff;
• Comprehensive incident response procedures for detecting, reporting, and responding to data security breaches;
• Staff training on data protection obligations and security best practices.

9. Cookie Policy

9.1 What Are Cookies

Cookies are small text files placed on your device when you visit a website. jlivo uses cookies and similar technologies to ensure the platform functions correctly, to remember your preferences, to analyze how you use the Service, and to maintain the security of your session.

9.2 Categories of Cookies We Use

• Strictly Necessary Cookies: Essential for the platform to function. These cannot be disabled without breaking core functionality (e.g., session authentication, account security tokens);
• Preference Cookies: Remember your settings and preferences such as language selection and game display options;
• Analytics Cookies: Collect anonymized data about how you navigate the platform to help us improve performance and usability;
• Security Cookies: Support fraud detection, bot prevention, and account security monitoring.

9.3 Managing Cookies

You can control non-essential cookies through your browser settings. Please note that disabling certain cookies may affect the functionality of the jlivo platform. Most modern browsers allow you to view, manage, and delete cookies through their privacy or settings menus.

10. Children and Minors

The jlivo platform is strictly intended for persons who are twenty-one (21) years of age or older. jlivo does not knowingly collect personal data from individuals under twenty-one (21) years of age. We implement age verification measures at registration and conduct ongoing checks to prevent underage access.

If we become aware that we have inadvertently collected personal data from a person under the age of twenty-one (21), we will immediately suspend the associated account and delete all such data. If you believe a minor has registered an account with jlivo, please contact us immediately at [email protected].

11. Marketing Communications

jlivo may send you promotional emails, SMS messages, or in-platform notifications about bonuses, new games, and special offers where you have consented to receive such communications during account registration or subsequently through your account settings.

You can withdraw consent to receive marketing communications at any time by:

• Updating your communication preferences in your account settings;
• Clicking the unsubscribe link in any marketing email you receive;
• Contacting our support team via live chat or email.

Withdrawal of marketing consent does not affect the sending of service and transactional communications necessary to operate your account, such as deposit confirmations, withdrawal notifications, and security alerts.

12. Changes to This Privacy Policy

jlivo may update this Privacy Policy from time to time to reflect changes in our data processing practices, applicable laws, or platform features. When we make material changes, we will update the effective date at the top of this document and notify you via email or an in-platform notification.

Your continued use of the jlivo platform following notification of an updated Privacy Policy constitutes your acceptance of the revised terms. We encourage you to review this policy periodically to stay informed about how we protect your information.

13. Contact and Complaints

If you have questions, concerns, or complaints about this Privacy Policy or jlivo's data processing practices, please contact us through the following channels:

• Live Chat: Available 24/7 through the jlivo platform — average response time is under 5 minutes;
• Email: [email protected] (plain text, not a clickable link).

We take all privacy complaints seriously and will acknowledge your inquiry promptly. We aim to resolve all complaints within thirty (30) calendar days. If you are not satisfied with our response, you may have the right to lodge a complaint with the relevant data protection authority in your jurisdiction.