Privacy Policy

Customer Privacy Policy

At the Rideau Carleton Casino in Ottawa (hereinafter the “Casino”), we value our customers and take pride in providing you with the most exciting entertainment services available in the gaming industry today.  We are committed to keeping your information secure. This Privacy Policy sets out the manner in which information about you is collected, used, disclosed, and otherwise managed in connection with the www.rideaucarletoncasino.com website, your use of the Casino facilities and services, your participation in our loyalty program, and other interactions we may have with you. 

Collection and Use of Personal Information

Personal Information (PI) is collected under the authority of the OLGC Act, 1999 Section 3 for the following purposes: 

  • to administer the Rock Star Rewards loyalty program and provide you with customer service;
  • to support OLG’s conduct and management of lottery and gaming in the province of Ontario, including Responsible Gaming programs and research initiatives;
  • to better understand your interests and provide more relevant rewards or other product and service offerings to you;
  • to send you tailored marketing communications, Responsible gaming messages, customer surveys and other communications if you have consented to receive them;
  • to ensure the integrity, security, compliance and risk management of games and gaming operations, including to support investigations or audit processes;
  • to establish, exercise, or defend a legal claim and to investigate or prevent actual or suspected loss or harm to persons or property; and
  • as otherwise permitted by the Freedom of Information and Protection of Privacy Act or required by law.

“Personal Information” means information about an identifiable individual, including name, address, phone, email address, credit card number, driver’s licence number, social insurance number, bank account information and date of birth. We may collect Personal Information about you when you:

  • Visit the Casino;
  • Visit or register on our website;
  • Register for our loyalty program;
  • Make a reservation for one of our products or services;
  • Sign-up to receive promotional communications;
  • Participate in one of our surveys or other customer research;
  • Participate in our contests or promotions;
  • Register for the Self-Exclusion program;
  • Apply for employment at the Casino; or
  • Contact us with a comment, question, or complaint.

Visit the Casino: When you visit us and engage in gaming activities at the Casino, we may collect your name, address, phone number, date of birth, gender, the information from a piece of government-issued identification, and vehicle-plate number and vehicle description (if any). We also collect video images and photographs of you through video surveillance in the Casino, and may implement additional technologies to control access to the Casino such as hand scan technology.

We collect and use this information to process certain transactions, including foreign and cash exchanges; to ensure a secure and safe environment; to monitor activity at the Casino (including investigating any security incidents); to satisfy legal, regulatory, audit, processing and security requirements; to assess eligibility for marketing offers and complimentaries; to better understand your interests and improve service delivery; to control access to the Casino, including to prevent minors from entering the Casino, to enforce bans from the Casino, to administer the Self-Exclusion program; and otherwise in order to meet our legal and contractual obligations.

Visit or Register on our Website: You do not have to register to visit and browse certain features of the Website. However, to access certain other features on the Website, you may be required to create an account and provide your first and last name, email address, and a password that you select. Your registration information is used to create your account, and otherwise to provide and administer the services you request.

Register for our Loyalty Program: If you register for our loyalty program, you may be asked to provide certain information to create your member account, including your first and last name, contact information (such as mailing address and email address), date of birth, the information from a piece of government-issued identification, and a password that you select. You may provide us with additional Personal Information, including your payment information (such as payment-card number, security code, expiration date, cardholder name, and billing address), when you participate in the program, including to make purchases and earn and redeem complimentaries at Casino properties. 

We use the information you provide us, as well as information from your purchase and gaming history or use of complimentaries or other promotional offers in order to better understand your interests, provide you with more relevant product and service offerings or promotions, and to assess your eligibility for rewards and our other products and services.

Make a Reservation: When you make a reservation for an event, or for one of our products or services, we collect your name, email address, phone number, and other information related to your booking request. We use this information to process your request.

Marketing Communications: We may send you communications by mail, email, text message, or telephone with tailored offers about the events, products, and services offered by the Casino or by select third parties with whom the Casino has a strategic marketing relationship.

You can opt-out of receiving marketing offers at any time by clicking on the unsubscribe link included in our marketing email communications or by contacting us as set out under Contact Us below. Alternatively, you can visit a customer service booth at the Casino and inform a customer service representative. Please note that you may continue to receive certain transactional or information electronic communications from us.

Surveys and Customer Research: From time to time, we may offer you the opportunity to participate in one of our surveys or other customer research. The information obtained through our surveys and customer research is used in an aggregated, non-personally identifiable form to help us understand our customers and to enhance our product and service offerings.

Contests and Promotions: When you enter a contest or participate in a promotion, we may collect your name, address, phone number, email address, and other information you provide. This information is used to administer your participation in the contest or promotion, and to announce and promote prize winners.

Register for the Self-Exclusion program: Self-exclusion is a voluntary program offered by the Ontario Lottery and Gaming Corporation to customers who wish to limit or stop their gambling. If you wish to participate in this program, you will make a written commitment to stay away from gaming facilities in Ontario for a period of your choice and have your name removed from marketing communications lists. We collect and use certain Personal Information (including your facial image) in order to identify you and administer the program.

Apply for a Job: In connection with a job application or related inquiry, you may provide us with certain Personal Information about yourself (such as that contained in a resume, cover letter, or similar employment-related materials). This information will be used for the purpose of processing and responding to your application for current and future career opportunities.

Contact Us: When you contact us with a comment, question or complaint, you may be asked for information that identifies you (such as your name, address, email address, and a phone number) along with additional information we need to help us promptly answer your question or respond to your comment or complaint.

We may retain this information to assist you in the future and to improve our customer service and product and service offerings. We also use Personal Information to establish and manage our relationship with you and provide quality customer service. We may also may monitor and record our telephone conversations with you for training and quality assurance purposes. You will be provided with a notice at the beginning of a call that is being recorded. If you do not wish to have your call recorded, please let us know.

Sharing of Personal Information

We will not disclose, trade, rent, sell, or otherwise transfer your Personal Information, without your consent, except as set out herein.  

Service Providers: Your Personal Information may be transferred (or otherwise made available) to our affiliates and other third parties who provide services on our behalf. For example, we use service providers to host the website, operate certain of its features, send email, SMS text messages, or other communications, or to manage and analyze data and our advertising effectiveness. Your Personal Information may be maintained and processed by the Casino, its affiliates, and other third party service providers in the US or other jurisdictions.

In the event Personal Information is transferred to the US or other foreign jurisdiction, it will be subject to the laws of that jurisdiction and may be disclosed to or accessed by the courts, law enforcement, and governmental authorities in accordance with those laws. Service providers are given the information they need to perform their designated functions, and are not authorized to use or disclose Personal Information for their own marketing or other purposes.

Partners/Regulatory Bodies/Other Parties: Gaming is a highly regulated activity and is subject to oversight by provincial and federal regulatory bodies. We may share Personal Information with our crown agency partners and other government bodies or institutions, including the Ontario Lottery and Gaming Corporation and the Alcohol and Gaming Commission of Ontario, to fulfill our contractual and legal obligations, provided they are authorized to process such information under applicable laws.

Legal/Compliance: The Casino, its affiliates, and Canadian, US, and other service providers may provide your Personal Information in response to a search warrant or other legally valid inquiry or order (which may include lawful access by Canadian, US, or other foreign governmental authorities, courts, or law enforcement agencies), to other organizations in the case of investigating a breach of an agreement or contravention of law or detecting, suppressing or preventing fraud or as otherwise required or permitted by applicable Canadian, US, or other law (which, for greater certainty, includes investigating contraventions of laws applicable to gaming). Your Personal Information may also be disclosed where necessary for the establishment, exercise, or defence of legal claims and to investigate or prevent actual or suspected loss or harm to persons or property.

Sale of Business: Personal Information may be transferred as an asset in connection with a prospective or completed merger or sale (including transfers made as part of insolvency or bankruptcy proceedings) involving all or part of the Casino’s business or as part of a corporate reorganization or stock sale or other change in corporate control.

Cookies and Additional Information about our Website

Visiting our Website: You can visit our website without telling us who you are or submitting any Personal Information. However, we and/or our service providers collect the date and time of the visit to our website as well as browser type, operating system, internet service provider, referring site, pages requested, and IP address from visitors to the website. We use this information to help us understand our website activity, and to monitor and improve the website.

Cookies: Our website uses a technology called “cookies”. A “cookie” is a small line of data that is sent to your Internet browser from our website, which may then be stored on your computer's hard drive. Cookies can track how and when you use a website, and which website you visited immediately before. We use cookies to identify you when you return to our website, allow you to login to any account you may have with us, and improve your experience on our website by making the pages you have visited in the past on our website readily accessible.

If you do not wish to receive a cookie, you may set your browser not to accept cookies. Please note, however, that if you decide not to accept cookies from our website, this may impact the functioning of certain features of our website and your ability to perform certain transactions or access certain content.

Third Party Links: Our website contains links to third-party sites that we do not own or operate, including social media websites. Except as provided herein, we will not provide your Personal Information to these third parties without your consent. We provide links to third party websites as a convenience to the user. These links are not intended as an endorsement of or referral to the linked websites. The linked websites have separate and independent privacy statements, notices and terms of use, which we recommend you read carefully.

We do not have control over such websites, and therefore we have no responsibility or liability for the manner in which the organizations that operate such linked websites may collect, use or disclose, secure, and otherwise treat your Personal Information.

Safeguards and Retention

We have implemented reasonable physical, administrative, and technological measures in an effort to safeguard the Personal Information in our custody and control against theft, loss, and authorized access, use, modification, and disclosure. We restrict access to Personal Information on a need-to-know basis to employees and authorized service providers who require access to fulfill their job requirements.

We have Personal Information retention processes designed to retain Personal Information for no longer than necessary for the purposes stated above or to otherwise meet legal requirements. 

Access to Your Personal Information

You have the right to access, update, and correct inaccuracies in your Personal Information in our custody and control, subject to certain exceptions prescribed by law. You may request access, updating and corrections of inaccuracies in Personal Information we have in our custody or control by contacting us as set out under Contact Us below. If you are a member of our loyalty program, you may also update certain of your member information by accessing your member account online. We may request certain Personal Information for the purposes of verifying the identity of the individual seeking access to their Personal Information records.

If you wish to make a request under provincial freedom of information legislation, you should submit your request directly to the Ontario Lottery and Gaming Corporation.

Age Policy

Persons under the age of nineteen (19) are not permitted to gamble at our property or loiter in casino areas. Persons younger than 19 years of age are not allowed to accept offers or win contests, and we do not knowingly collect information from such persons. 

The website is not intended for use by any person under the age of 19.  Any use of this website by persons under the age of 19 should only be under the direct supervision of that minor’s parent or legal guardian.

Changes to Our Privacy Policy

This Privacy Policy may be updated periodically to reflect changes to our Personal Information practices. We will post the updated Privacy Policy on our website and in certain circumstances we may notify you of any changes to our policy by email. We strongly encourage you to refer to this Privacy Policy often for the latest information about our Personal Information practices.  

Contact Us

If you think your information has been mishandled you can file a complaint with the Privacy commissioner of Ontario at https://www.ipc.on.ca/privacy-individuals/filing-a-privacy-complaint/

If you think that your personal information has been improperly collected, used, or disclosed by a public institution, or if you request access to or correction of your personal information and your request is denied, you have the right to file a complaint with the office of the Information and Privacy Commissioner of Ontario.

Please contact Privacy Officer if:

– you have any questions or comments about this Privacy Policy;

– you wish to access, update, and/or correct inaccuracies in your Personal Information, or

– you otherwise have a question or complaint about the manner in which we or our service providers treat your Personal Information.

You may contact our Privacy Officer by email at [email protected] or by phone at 613-822-8668 x4689 or send mail to Privacy Officer at 4837 Albion Road, Ottawa, Ontario K1X 1A3