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

3.1 Phone notifications

If you turn on notifications on your phone or browser, we store, linked to your account, the technical address your browser gives us so we can send them (it is not your phone number), which kinds of notification you want, and, for each notification, whether it was delivered and whether you opened it. We use them to:

• Remind you, one hour before, of the tournaments where you tapped «Remind me» or that you are registered in.
• Tell you if the floor moves you to another table or seat in a tournament.
• Send you the summary of your cash session and a weekly summary, with no money amounts in the notification: the result is only shown once you open it.
• Tell you about the venue's promotions and events.

Each kind can be turned off separately under Profile → Settings → Phone notifications (promotions can be turned off without losing the rest), and all of them at once by turning them off there or in your browser settings. They are delivered by your browser's notification service (Google, Apple, Mozilla or Microsoft, depending on which one you use), which carries each notification encrypted and cannot read it. When you turn them off, or when your browser reports the subscription as expired, we delete that address.

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).
• To send you the service notices you ask us for —for example, that a tournament break has started or ended, or that a seat has opened up at a cash table— and, if you are on our waiting list, to let you know your seat is ready. These are not advertising: each one is sent once, when what you asked for happens, and expires if it does not happen within a few hours.

4.3 Automated replies and artificial intelligence

Some of our replies —over WhatsApp and in the assistant on our website— are generated by an automated assistant. The facts it gives you (open tables, tournament schedule and prices, opening hours, venues and promotions) always come from our own systems: the same information we publish on the website.

To understand questions written in your own words and to draft the sentence it replies with, the assistant may rely on a generative artificial intelligence model. That model does not invent or change the facts: it only decides which information to look up and writes the opening line, and the rest of the reply is filled in by our system. If you write to us in another language, it also translates the reply, and an automatic check stops it from changing figures, times, dates or links: anything that fails that check reaches you in Spanish. Legal and responsible gambling texts are not translated. If the model fails or takes too long, our usual automated system answers instead.

Requests with legal effect —opting out of promotions with BAJA or asking us to delete your data— never go through the artificial intelligence model: they are always handled with their fixed wording.

When the assistant does not recognise your question, it says so and hands the conversation to a member of staff. It does not make reservations or promise prices, prizes or exceptions, and 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 to sign you up for tournament and promotion alerts, at most once a day and only until you reply. If you reply NO, we will not ask again. Unless you say yes, 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.

When the assistant uses the artificial intelligence model (see 4.3), we send it only the text of your question and, at most, the ten previous messages of that same conversation —the WhatsApp thread or the website assistant window— so it understands what is being discussed. If you write to us in another language, we also send it our reply, so it can be translated for you. We do not send it your phone number or your profile name. That request goes through Vercel, Inc. (AI Gateway), which routes it to the model provider: Anthropic, PBC and, as a fallback if that one fails, OpenAI, L.L.C.. All three process that data on servers located outside Mexico, mainly in the United States, under their own terms: see the privacy policies of Vercel, OpenAI and Anthropic.

For each assistant reply we only keep technical data —the type of question, how long it took and what it cost—, never the text of your messages or of the reply. Website assistant conversations are not stored on our servers: they stay in your browser for the duration of the session.

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, Meta Platforms as the WhatsApp messaging provider, or the artificial intelligence providers that help the assistant draft its replies, see 4.5)
• 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 and to keep you signed in
• Performance cookies to analyze site usage
• Functional cookies to remember your preferences (language, location, light or dark theme)

For performance cookies we use Google Tag Manager, which loads the measurement tools of Google Analytics (Google LLC), and Metricool. They tell us which pages are visited and where from, in aggregate: we do not use them to identify you personally or for targeted advertising. These tools process data on servers outside Mexico and under their own terms; see Google's Privacy Policy and Metricool's.

You can block them from your browser settings and, for Google Analytics specifically, with the official opt-out add-on. Blocking performance or functional cookies does not prevent you from using the site; blocking essential ones does prevent signing in.

Google Tag Manager — and with it Google Analytics — is not loaded on the room's internal screens (the admin panel, the dealer tablet or the TV display), nor on the sign-in and sign-up pages.

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.