Citinow is fully committed to protecting the privacy and security of every member's personal data. This document transparently explains how we collect, use, store, and protect your information at all times.
Six key pillars that ensure the privacy and security of every citinow member's personal information is always safeguarded.
Welcome to the citinow Privacy Policy. This document is citinow's official statement of our commitment to protecting the privacy of every individual who interacts with our platform — whether as a website visitor, prospective member, or registered active member.
Citinow operates as an online entertainment platform offering a wide range of casino games, sports, fish shooting, and betting to eligible users. In the course of providing these services, we collect and process certain personal information. We understand that your trust is our most valuable asset, and we do not take this responsibility lightly.
This Privacy Policy applies to all information collected through:
By registering or continuing to use the citinow platform, you agree that your personal data will be processed in accordance with the provisions set out in this Privacy Policy. If you do not agree with any part of this policy, we advise you not to use the citinow platform and to contact our support team for further clarification.
This Privacy Policy was last updated in January 2026. citinow reserves the right to amend this policy from time to time in line with changes in law, technology, or business operations. Any material changes will be communicated to members via email or in-platform notification.
Citinow collects various types of information depending on how you interact with our platform. The following are the main categories of information we process:
| Data Category | Examples of Information | Primary Purpose |
|---|---|---|
| Personal Identity | Full name, date of birth, gender, ID card or passport number | KYC verification, legal compliance |
| Contact Information | Email address, phone number, residential address | Account communications, transaction verification |
| Financial Data | Bank account details, deposit and withdrawal records | Payment processing, fraud prevention |
| Usage Data | Game history, betting habits, active session duration | Service enhancement, responsible gaming |
| Technical Data | IP address, device type, web browser, operating system | Account security, unauthorised access detection |
| Communication Data | Support chat records, emails, feedback | Complaint resolution, service improvement |
We also collect information indirectly through cookies, tracking pixels, and similar technologies when you browse the citinow platform. This information helps us understand usage patterns and improve your experience on our platform.
Citinow does not collect special category data such as health information, religious beliefs, political views, or sexual orientation unless voluntarily shared by you in a relevant context.
Citinow uses your personal data solely for legitimate purposes directly related to the provision of our platform services. The following are the primary purposes of data processing:
Citinow will only send you marketing communications if you have given explicit consent during registration or through your account preference settings. You may withdraw this consent at any time via your citinow account settings page.
Citinow does not sell, rent, or share member personal data with any third party for their own marketing purposes. However, in the course of operating the platform, there are limited situations where we need to share information with the following parties:
All third parties working with citinow are required to comply with data security standards equal to or higher than those we maintain. Legally binding data processing agreements exist between citinow and all our service provider partners.
In some cases, your data may be processed outside Malaysia by our cloud service or technology providers. In such situations, citinow ensures that adequate and internationally recognised data protection mechanisms are in place before any transfer takes place.
Citinow continuously invests in the latest cybersecurity infrastructure to ensure that member personal data is always protected against increasingly sophisticated threats. The layers of protection we maintain include:
While citinow takes all reasonable steps to protect your data, no security system in the world is 100% impenetrable. You also play an important role in keeping your account secure by choosing a strong password, not sharing your login credentials with anyone, and promptly reporting any suspicious activity to our support team.
In the event of a security incident involving your personal data, citinow will notify you within the timeframe required by applicable law, including information about the nature of the incident and the steps being taken to address it.
The citinow platform uses cookies and similar tracking technologies to enhance user experience, maintain login session security, and collect analytics data that helps us understand how our platform is used.
Types of cookies used by citinow:
You can manage your cookie preferences through your web browser settings. Please note that disabling certain cookies may affect some features of the citinow platform. For the best experience, we recommend allowing essential and functional cookies.
As a citinow member and data subject, you have clearly defined rights regarding your personal data. citinow is committed to respecting and facilitating the exercise of these rights:
You have the right to obtain a copy of the personal data we hold about you at any time.
You may request the correction of any inaccurate or outdated information in our records.
In certain circumstances, you may request that your personal data be deleted from our systems.
You have the right to object to the processing of your data for direct marketing purposes at any time.
You may request to receive your data in a machine-readable format for transfer.
You may request that the processing of your data be restricted in certain situations while a dispute is being resolved.
To exercise any of the above rights, please contact the citinow data protection team via our support email. We will process your request within 30 calendar days from the date of receipt of the completed request.
Citinow retains your personal data only for as long as it is needed for the purposes stated in this Privacy Policy or as required by applicable law. Retention periods vary by data type:
| Data Type | Retention Period | Reason |
|---|---|---|
| Active Account Data | Throughout active account period + 5 years | AML compliance and regulatory requirements |
| Transaction Records | 7 years minimum | Financial and tax law compliance |
| KYC Documents | 5 years after account closure | Anti-money laundering requirements |
| Communication Logs | 3 years | Dispute resolution and customer support |
| Game Data | 3 years | Game integrity and dispute resolution |
| Technical / Log Data | 12 months | Cybersecurity and incident investigation |
Upon expiry of the retention period, your data will be securely deleted or anonymised so that it can no longer be linked to a specific individual. This deletion process follows established procedures and is audited on a regular basis.
The citinow platform may integrate with third-party services such as game providers, payment gateways, and customer support tools. While we carefully select our service partners, citinow is not responsible for the privacy practices of those third parties.
Each third-party service provider integrated with the citinow platform has its own privacy policy governing how they process data received. We encourage you to read and understand the privacy policies of those providers.
Citinow binds all third-party service providers with a Data Processing Agreement (DPA) stipulating that citinow member data may only be used for agreed purposes and must be protected in accordance with standards set by citinow.
Citinow reserves the right to update or amend this Privacy Policy from time to time to reflect changes in our practices, new legal requirements, or technological developments. Any material changes — meaning changes that significantly affect your rights or how we use your data — will be communicated to you through:
Continued use of the citinow platform after the effective date of any changes constitutes your acceptance of the updated policy. If you do not agree with the changes made, you have the right to close your account before those changes take full effect.
We recommend that you review this Privacy Policy page periodically to stay informed on how citinow protects your information.
If you have any questions, concerns, or complaints regarding this Privacy Policy or how citinow handles your personal data, please contact our Data Protection Officer through the following channels:
When contacting us regarding your privacy rights, please clearly state your full name, your citinow account username, and the specific details of your request. This information is required to process your application promptly and securely.
Enjoy the best online entertainment experience with complete peace of mind — we protect your data security and privacy at all times.