PHLOVE Privacy Policy — A clear overview of how account information may be collected, used and protected

Welcome to PHLOVE. We understand why players are careful about sharing personal information online. This notice explains what data may be collected, why it is needed, and what safeguards apply when you use the platform.

This privacy notice is intended for users in the Philippines. It aims to help adults aged 21+ make informed decisions about their account privacy and understand how their information is handled while using the platform.

Personal information is handled for legitimate purposes such as operating accounts, providing requested services, maintaining security, processing transactions, and meeting applicable requirements. It is not treated as information that may be used or disclosed without a valid purpose.

We follow a data-minimisation approach and request information that is reasonably needed to operate the platform, verify accounts, support transactions, protect users, and provide assistance.

Information you provide directly:

• Registration and account details: Your username, mobile number, password, payee name when supplied, and age-related details when verification is required.
• Identity verification information: Identity document information, such as government-issued ID or passport details, and address information may be requested when account verification is necessary.
• Payment information: Payment identifiers or account details needed for your selected deposit or withdrawal method may be processed. The exact information requested depends on the available payment option and current verification requirements.
• Customer support communications: Messages, attachments, and other details you submit through live chat or available support channels.

Information collected automatically:

• Device type, operating system, browser type, and related technical information.
• Internet Protocol address and an approximate location derived from technical data.
• Betting activity, game history, deposits, withdrawals, and other account transaction records.
• Login times, account actions, security events, and activity logs.
• Cookies and browsing information, as further explained in Section 5.

PHLOVE processes your information only for the specific purposes described below. We limit each use to what is reasonably necessary for operating the platform, supporting your account, and meeting applicable requirements.

• Account Administration: To support secure sign-in, verify account details, and protect your account from unauthorised access.
• Payment Processing: To receive deposit instructions, process withdrawal requests, and maintain related transaction records. Available methods and processing conditions depend on the current account options and terms.
• Gaming Services: To record wagers, determine results under the applicable game rules, settle transactions, and credit eligible rewards.
• Player Support: To respond to your questions, account concerns, support requests, or formal complaints.
• Promotions and Bonuses: To send information about offers that may be relevant to you, but only when you have provided the required consent.
• Fraud Prevention: To identify unusual account behaviour and help prevent unauthorised transactions, abuse, or other suspicious activity.
• Legal Compliance: To comply with applicable Philippine laws, valid legal requests, and other obligations relevant to the service.
• Service Improvement: To review usage and performance data so we can improve navigation, account access, security, and the overall platform experience.

Your personal information is not sold for advertising purposes. You may opt out of promotional messages at any time, although essential account and security notices may still be sent when required.

We do not sell your personal information to third parties. Limited information may, however, be disclosed when necessary for the specific purposes outlined below and subject to appropriate privacy safeguards.

• Payment Processors: Only the transaction details required to complete a selected payment are shared with the relevant processor. Available account options may include GCash, PayMaya, GrabPay, Visa/MasterCard, InstaPay/PESONet, or Bitcoin, subject to current availability and terms.
• Technology Service Providers: Selected service providers may process limited data for functions such as server hosting, platform maintenance, and security analysis. They must handle that information only for the agreed service.
• Legal Compliance: Information may be disclosed when required by a valid order from a Philippine court, government authority, or other legally authorised body.
• Fraud Investigations: Relevant records may also be provided when reasonably necessary to assist a lawful investigation into financial fraud, account abuse, or cybercrime.

The website uses cookies and similar technologies to support security, remember settings, and improve the user experience. Cookies are small data files stored by your browser or device.

• Essential Cookies: These cookies keep sign-in sessions active, support core website functions, and help protect accounts. Disabling them may prevent essential services from working properly.
• Functionality Cookies: These remember choices such as language, display preferences, and page settings for future visits.
• Analytics cookies: Analytics are used to understand which pages receive the most visits without identifying you personally.
• Marketing cookies: These cookies help us show more relevant offers. You have the right to disable them.

You can turn off cookies in your browser settings, but some PHLOVE features may not work as intended afterward.

PHLOVE keeps your information only for as long as it is reasonably needed. Retention periods vary depending on the type of data:

• Account information: Account information is kept while your account remains active and for a further 2 years after it is closed.
• Transaction records: Transaction records are retained for at least 5 years where required for legal purposes.
• KYC documents: KYC documents are kept for 5 years after your account is closed.
• Support chat logs: Support chat logs are retained for 2 years.
• Cookie data: Session cookies are removed when you close your browser, while persistent cookies remain for no more than 1 year.

Once the applicable retention period ends, information is securely deleted or anonymised.

PHLOVE believes that every user should have meaningful control over their personal information. You may exercise the following rights:

To exercise any of these rights, email [email protected]. We aim to respond within 15 business days.

PHLOVE uses layered, industry-standard safeguards to help protect your information. These measures are designed to secure data as it moves between your browser and our systems.

• 256-bit SSL/TLS encryption: All communication between your browser and our servers is encrypted.
• Two-step OTP verification: Mobile OTP verification is required for account access and certain high-value transactions.
• Automated fraud monitoring: An AI-assisted monitoring system is designed to identify unusual account activity as it occurs.
• Server security: Our data infrastructure is monitored around the clock by cybersecurity personnel.
• Regular security reviews: Independent security specialists may conduct regular checks of our systems.
• Data separation: Payment details, betting records and identity information are kept in separate protected data layers.

If a confirmed security incident affects your information, our policy provides for notification within 72 hours where applicable.

PHLOVE does not knowingly collect information from anyone under 21. The platform is intended for adults aged 21 and above only.

• Age verification is required during registration. Applications may be declined when the submitted date of birth indicates that the applicant is under 21.
• Where KYC checks apply, age and identity may be verified again using an accepted identity document, such as a national ID or passport.
• If we learn that information belonging to a person under 21 has been collected, we will review the matter, remove the information where permitted and close the related account.

If you believe that a person under 21 has used your details to create an account, please contact us immediately so we can investigate.

For questions, complaints or requests to remove personal information under this privacy policy, please contact our support team:

• Email: [email protected] — replies are targeted within 7 business days.
• Live chat: Available through the website 24/7, with an advertised average response time of 2 minutes.
• Privacy requests: [email protected] — privacy requests are targeted for a reply within 15 business days.

For more information, visit the PHLOVE homepage and review the latest privacy information. Terms and Conditions and Responsible Gaming Read the Responsible Gaming guidance before you play.