Privacy Policy

1. Introduction

At Palace Poker Room, we value and respect your privacy. This policy describes how we collect, use, and protect your personal information when you use our services, including our website, mobile applications, and waitlist services.

2. Information We Collect

2.1 Information you voluntarily provide:

• Full name
• Phone number
• Email address
• Gaming preferences (game types, stakes)
• Emergency contact information

2.2 Information we collect automatically:

• IP address and approximate location
• Device and browser type
• Pages visited and browsing time
• Reservation history and game participation

3. How We Use Your Information

We use your information to:

• Manage your waitlist and reservations
• Notify you about table availability
• Improve our services and user experience
• Comply with legal and regulatory requirements
• Send important service communications

4. WhatsApp Business

Palace Poker Room provides customer support over WhatsApp using Meta Platforms, Inc.'s WhatsApp Business Platform (Cloud API). If you message our WhatsApp number, this section explains exactly what happens to that conversation.

4.1 What we process on this channel

• Your phone number, in the international format WhatsApp provides.
• Your public WhatsApp profile name, exactly as you have set it.
• The content of the messages you send us and we send you, with their timestamps and delivery status.
• An internal label for the type of enquiry (for example «tournaments» or «cash games»), used to understand what we are asked most often and improve our answers.

If you send a photo, video, document or voice note, we only record that you sent it and what type it was; we do not download or store the file on our servers. The file stays within WhatsApp's infrastructure, subject to Meta's policies.

4.2 Why we use it

• To answer your questions about tables, tournaments, opening hours, venues, reservations and promotions.
• To keep the conversation coherent: our staff can see the thread history so you are not asked the same thing twice.
• To send you tournament and promotion alerts only if you have given us explicit permission (see 4.4).

4.3 Automated replies

Some of our WhatsApp replies are generated by an automated assistant. It is a deterministic system with no generative artificial intelligence: it only reads information already published on our website (open tables, tournament schedule, opening hours and venues) and summarises it. When it does not recognise your question, it says so and hands the conversation to a member of staff. It makes no automated decisions producing legal effects concerning you or similarly significantly affecting you.

4.4 Alerts and promotions: consent and opt-out

We will not send you promotions over WhatsApp unless you have given explicit permission. Messaging us with a question does not constitute permission to receive advertising, and neither does having your phone number on file as a registered player.

When you message us, our assistant may offer once to sign you up for tournament and promotion alerts. If you do not reply, we will not ask again and you will receive no advertising.

You can opt out at any time by sending the word BAJA (or STOP) to our WhatsApp number. The opt-out is recorded immediately and advertising stops at once. Opting out of promotions does not affect your ability to keep messaging us with questions.

4.5 Who else is involved

WhatsApp messages travel through the infrastructure of Meta Platforms, Inc., which acts as the messaging service provider and processes data under its own terms. See the WhatsApp Privacy Policy. Palace Poker Room does not share the content of your conversations with advertisers or with third parties unrelated to providing the service.

4.6 Security and access

Conversations are stored encrypted in transit and at rest, and are only accessible from the venue's internal panel by authorised staff: supervisors see solely the conversations assigned to the venues they cover. There is no public or anonymous access to this data.

4.7 Retention and deletion

We keep the conversation history for as long as a support relationship with you exists, so we can provide continuity of service. You may request deletion of your entire conversation at any time, following the procedure on our Data Deletion page.

5. Data Protection

We implement appropriate technical and organizational security measures to protect your personal information against unauthorized access, loss, alteration, or disclosure. These include:

• Data encryption in transit and at rest
• Two-factor authentication for administrative accounts
• Restricted access only to authorized personnel
• Regular security audits

6. Information Sharing

We do not sell your personal information to third parties. We only share information when:

• It is necessary to provide our services (e.g., payment providers)
• We have your explicit consent
• It is required by law or competent authorities
• It is necessary to protect our rights or security

7. Your Rights

You have the right to:

• Access your personal information
• Correct inaccurate information
• Request deletion of your data
• Object to the processing of your data
• Withdraw your consent at any time

8. Data Retention

We maintain your personal information only for as long as necessary for the purposes set forth in this policy, or as required by applicable laws. For player information, we generally retain:

• Contact data: while you maintain an active account
• Gaming history: 5 years for regulatory compliance
• Marketing data: until you withdraw your consent

9. Cookies and Similar Technologies

We use cookies and similar technologies to improve your experience on our website. You can control the use of cookies through your browser settings. The cookies we use include:

• Essential cookies for basic site functionality
• Performance cookies to analyze site usage
• Functional cookies to remember your preferences

10. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of these sites. We recommend reviewing their privacy policies individually.

11. Changes to this Policy

We may update this privacy policy occasionally. We will notify you of significant changes through:

• Email to your registered address
• Prominent notice on our website
• Mobile app notification (if applicable)

12. Contact

If you have questions about this privacy policy or wish to exercise your rights, you can contact us:

13. Jurisdiction and Applicable Law

This privacy policy is governed by the laws of the United Mexican States. Any dispute related to this policy will be subject to the jurisdiction of the competent courts in Mexico City.