Crown Casino Crown Rewards Privacy Policy

Crown Rewards Privacy and Personal Information

Your privacy is important to us. This Privacy page explains how we collect, hold, use, disclose and protect personal information connected with Crown Rewards, our hotels, restaurants, bars, entertainment venues, casino facilities, websites, mobile applications and other Crown services. It also explains how members can access or correct their information, manage marketing preferences and submit a privacy complaint.

This summary should be read together with the current official Crown privacy policy, Crown Rewards rules and any privacy collection statement provided for a particular service. If our personal-information handling practices change, the applicable policies may be updated through our official channels.

Crown Rewards Privacy Overview

Privacy Area	Information Involved	Main Purpose
Membership Details	Name, date of birth, address and identi­fication details	Create, verify and administer a Crown Rewards account
Account Activity	Points, Status Credits, offers, transactions and redemptions	Operate Crown Rewards and provide member benefits
Casino Activity	Eligible gameplay, player statements and carded-play records	Administer gaming services, Points and responsible-play measures
Digital Activity	IP address, cookies, device details and app usage	Maintain digital services and understand how they are used
Security Information	CCTV, audio recordings and biometric information	Support safety, security, exclusion and regulatory obligations
Communications	Emails, calls, feedback, complaints and marketing preferences	Provide support and manage relevant member communications

Who This Privacy Information Covers

The Crown privacy framework applies to personal information handled by Crown Resorts Limited and its relevant subsidiaries, including the entities operating Crown Melbourne, Crown Perth and Crown Sydney. It covers personal information associated with guests, Crown Rewards members, visitors and suppliers. Separate employment policies apply to information about Crown employees and contractors.

Personal Information We May Collect

The information we collect depends on how a person interacts with Crown Rewards and our wider services. A hotel booking may require different details from a restaurant reservation, casino visit, competition entry or Crown Rewards registration. We only collect information that is relevant to our activities, services and legal obligations.

• • Full name, title, gender and date of birth.
• • Home address, postal address, telephone number and email address.
• • Passport, driver’s licence and other identification details.
• • Photographs and images contained in identity documents.
• • Crown Rewards membership number and account information.
• • Crown Rewards Points, Status Credits and membership tier.
• • Hotel, dining, entertainment and retail transaction history.
• • Eligible casino activity and gameplay information.
• • Payment details and selected financial information.
• • Competition entries, bookings and promotional activity.
• • Feedback, complaints, correspondence and service interactions.
• • Information relevant to fraud prevention and transaction security.

We may also collect source-of-wealth information, incident records and details needed for security, identification, probity, anti-money laundering and counter-terrorism financing checks. If required information is not provided, we may be unable to create or verify a Crown Rewards account, provide a service, make an offer available or grant access to selected facilities.

Sensitive and Biometric Information

Our general approach is not to collect sensitive information unless it is reasonably necessary for one of our functions, the person has provided consent or collection is required or authorised by law. Sensitive information may include health details, biometric information, criminal history or information about particular dietary requirements.

• • Health information provided when medical assistance is requested.
• • Dietary information relevant to religious or health requirements.
• • Information required before a Crown Spa treatment.
• • Biometric information used for authorised security purposes.
• • Information required for responsible-gaming services.
• • Information needed for legal and regulatory checks.

How We Collect Personal Information

We usually collect personal information directly from the individual. This can occur when someone joins Crown Rewards, presents identification, books a hotel or restaurant, enters a competition, visits a casino, uses the Crown app, connects to Wi-Fi, contacts our team or subscribes to member communications.

Information may also be collected from publicly available sources, related Crown entities, banks, credit agencies, identity-verification providers, government agencies, regulatory authorities, law-enforcement bodies, other casino operators and organisations that provide services to us. Data-matching may be undertaken by us or by trusted service providers where permitted.

Crown Rewards Account Information

When a person joins Crown Rewards, we create an account containing membership and identity information. The account may include the member’s Crown Rewards Card details, Home Property, Points balance, Status Credits, membership tier, transaction history, personalised offers, communication preferences and linked digital-account activity.

We use this information to administer membership, calculate eligible Points and Status Credits, manage tier progression, provide account support, make eligible benefits available and maintain the security of the membership program. Account activity may also be used to tailor offers and understand how members interact with participating Crown facilities.

How We Use Personal Information

• • Verify identity and Crown Rewards eligibility.
• • Create and administer membership accounts.
• • Calculate Points, Status Credits and membership tiers.
• • Process hotel, dining, entertainment and retail bookings.
• • Provide relevant benefits and personalised offers.
• • Operate the Crown app and Member Hub.
• • Respond to questions, feedback and complaints.
• • Improve our services and member experience.
• • Maintain safety and security at Crown properties.
• • Detect and investigate fraud or unlawful activity.
• • Provide responsible-gaming services.
• • Complete identity, security and probity checks.
• • Meet financial-crime and regulatory obligations.

Personal information may be used to manage our relationship with a member and provide the products or services requested. It may also support customer research, service development, security operations and compliance with applicable legislation, regulations and industry codes.

Crown Rewards Personalised Offers

Crown Rewards account information may be used to identify relevant hotel rates, dining experiences, events, competitions and membership promotions. Personalisation can take account of a member’s Home Property, membership tier, previous transactions, stated preferences and interactions with participating facilities.

Receiving a personalised offer does not guarantee availability. Every promotion remains subject to its own eligibility, booking, redemption and expiry conditions. Members can manage promotional communication preferences, although opting out may limit our ability to notify them about selected Crown Rewards privileges.

Marketing Communications

Where permitted, we may use personal information to communicate news, events, competitions, products, services and member offers through email, SMS, telephone, mail, online services or app notifications. These communications may be based on consent or relate to the purpose for which the information was originally collected.

• • Email preferences can be changed through an unsubscribe option.
• • SMS marketing can be stopped using the instructions in the message.
• • App notifications can be managed through notification settings.
• • Member Hub communication preferences can be updated online.
• • Additional assistance is available through the relevant Crown property.

Members who opt out of promotional communications may still receive service-related messages. These can include information about account security, membership administration, bookings, responsible gaming, rule changes and the use or expiry of Crown Rewards benefits.

When Personal Information May Be Disclosed

We may disclose personal information for the purpose for which it was collected, a related purpose that would reasonably be expected, with the individual’s consent or when disclosure is required or authorised by law. We take the private nature of member information into account when selecting organisations that process information on our behalf.

• • Crown-related companies and authorised representatives.
• • Participating Crown Rewards facilities.
• • Identity, security and probity-check providers.
• • Payment, banking and credit-service providers.
• • Technology, hosting and data-management providers.
• • Customer research and communication providers.
• • Professional advisers and debt-collection services.
• • Government agencies and casino regulators.
• • Law-enforcement authorities and courts.
• • Other casino operators where legally permitted.

Information may also be disclosed when investigating suspected fraud, unlawful conduct, safety incidents or a complaint. Third parties processing personal information for us are expected to handle it in accordance with applicable requirements and their contractual confidentiality obligations.

Overseas Disclosure

Personal information may be disclosed to recipients outside Australia when a Crown-related entity or service provider operates overseas. This is more likely where a Crown Rewards member lives outside Australia or where an international service provider assists with identity, security, probity or technology functions.

Where appropriate, we take steps to ensure suitable information-handling and security arrangements are in place. The destination and type of overseas disclosure depend on the service, the member’s circumstances and the providers involved.

Security and Surveillance

Video and audio monitoring may operate within and around Crown properties to protect guests, members, employees and facilities. Monitoring can include CCTV, body-worn video, audio recording and facial-recognition technology. Details of suspected illegal or improper conduct may be shared with authorised regulators, law-enforcement bodies and other casino operators.

Facial-recognition technology may be used to support responsible-gaming operations, prevent excluded persons from entering Crown premises and meet casino-control obligations. Most biometric information captured by facial-recognition cameras is deleted within seconds. Information that needs to be retained is stored securely and subject to data-security controls.

Websites, Apps, Devices and Wi-Fi

When a member uses our websites, mobile applications or Wi-Fi services, we may automatically collect technical and usage information. This helps us provide digital services, maintain security, identify technical issues and understand how our online channels and property infrastructure are used.

• • Internet Protocol address and domain information.
• • Browser type and pages viewed.
• • Device identifiers, including a MAC address where applicable.
• • Date and time of website access.
• • Referring websites and accessed online services.
• • App interactions and mobile-device information.
• • Wi-Fi usage and connection information.
• • Approximate device location within Crown infrastructure.
• • Arrival and departure information where available.

When information about a device can be associated with an existing Crown Rewards account, it may be linked with other information we hold about the member. After information is linked to an identifiable individual, we handle it as personal information under the applicable privacy requirements.

Cookies and Online Analytics

A cookie is a small text file placed on a device when a person interacts with online content. Cookies can help recognise a browser, remember selected preferences, maintain essential website functions and collect information about how our digital services are used.

• • Essential cookies support core website functions.
• • Preference cookies remember selected settings.
• • Analytics cookies help us understand website use.
• • Marketing cookies may support relevant communications.
• • Browser settings can be used to manage cookies.

We may use anonymised or aggregated information for research, service development, audience analysis and marketing strategy. Aggregated information may be shared with affiliates, agents or business partners when it does not identify an individual personally.

Protecting Personal Information

We take reasonable steps to protect personal information from loss, interference, misuse, unauthorised access, modification and disclosure. Information may be stored on Crown systems and premises or through trusted third-party service providers. Employees and service providers are required to maintain appropriate confidentiality.

• • Staff training on privacy and information obligations.
• • Access controls for relevant systems and records.
• • Encryption, firewalls and intrusion-detection systems.
• • Security and surveillance across Crown properties.
• • Data-handling requirements for third-party providers.
• • Safeguards for permitted overseas information handling.
• • Secure destruction when information is no longer required.

No data-transmission or storage system can be guaranteed to be completely secure. Members can support account security by protecting their Crown Rewards Card, PIN, password and registered devices and by reporting suspected unauthorised account activity promptly.

How Long Personal Information Is Retained

Personal information is retained for as long as reasonably necessary to operate Crown Rewards, provide services, resolve complaints, maintain security and comply with legal, regulatory, accounting and reporting obligations. Different retention periods may apply to identification records, casino transactions, financial information, surveillance material and correspondence.

When personal information is no longer required and no legal reason requires continued retention, we take reasonable steps to destroy it securely or remove identifying details. Certain records may need to be kept after Crown Rewards membership has ended.

Accessing Personal Information

Subject to the exemptions in the Privacy Act 1988, an individual may request access to personal information held by Crown. A request must be submitted through the appropriate privacy contact and may require completion of a personal-information request form and identity verification.

Information is generally provided in person or by email after identity has been verified. Crown states that a copy will generally be made available within 30 days unless a legal exception applies. If a fee is required to locate or prepare the requested information, the individual will be informed in advance where applicable.

Correcting Personal Information

Members should keep their contact and identification information accurate and current. If personal information is incomplete, inaccurate or out of date, a correction can be requested through the relevant Crown privacy contact, Crown Rewards desk or available account-management channel. Identity documents may be required for significant changes such as a legal name update.

• • Review Crown Rewards account details regularly.
• • Update address and contact information promptly.
• • Report incorrect membership information.
• • Provide supporting identification when requested.
• • Check marketing and communication preferences.

Privacy Complaints

A person who believes their personal information has not been handled appropriately may submit a written complaint to the relevant Crown privacy contact. The complaint should describe the issue in detail, identify the information or interaction involved and explain why the person believes a privacy obligation may have been breached.

We acknowledge written privacy complaints within seven days and investigate the matters raised. A substantive written response is generally provided within 28 days from the date the written complaint is received. Additional information may be requested when it is needed to complete the review.

Crown Privacy Contacts

Crown Property	Postal Contact	Email
Crown Melbourne	Privacy Manager, Crown Melbourne Limited, 8 Whiteman Street, Southbank VIC 3006	[email protected]
Crown Sydney	Privacy Manager, Crown Sydney, 1 Barangaroo Avenue, Barangaroo NSW 2000	[email protected]
Crown Perth	Privacy Officer, Crown Perth, Great Eastern Highway, Burswood WA 6100	[email protected]

Changes to This Privacy Information

We may update our privacy practices when Crown Rewards, our technology, legal obligations or services change. Updated information becomes available through the relevant official Crown channels. Members should review the current privacy policy periodically, particularly before using a new digital service or participating in an offer that requires additional information.

Crown Rewards Member Privacy Responsibilities

• • Provide accurate information during registration.
• • Keep account and contact details current.
• • Protect membership cards, passwords and PINs.
• • Avoid sharing account access with another person.
• • Review privacy notices attached to specific services.
• • Manage marketing and notification preferences.
• • Report suspected unauthorised access promptly.
• • Use official privacy contacts for access or correction requests.

This overview describes the principal privacy practices associated with Crown Rewards and related Crown experiences. It does not replace the complete official privacy policy, Crown Rewards rules, cookie policy, Crown Wallet conditions or a privacy collection statement supplied for a particular product, transaction or service. Where specific official conditions apply, those current conditions govern the relevant interaction.