Updated
How We Use Automated Systems & AI
Why this page exists
We run Lussurio, operated by Goodwin N.V. under licence OGL/2024/758/0228 from the Curaçao Gaming Authority. Software helps us keep the site safe and useful. Some of that software is automated, and a portion of it uses machine learning. This page explains where those systems touch your account, what stays under human control, and how you can ask us about it. Read it alongside our Privacy Policy.
Your rights and how to query a decision
You can ask what automated processing applies to you. You can request human review of a decision, state your view, and ask us to reconsider. You may also request access to, or correction of, the data behind it. Write to [email protected] or use live chat, available 24/7. If you remain unsatisfied, you may raise the matter with the relevant data-protection authority. Gambling should stay enjoyable — if it stops being fun, ConnexOntario is there on 1-866-531-2600, or visit responsiblegambling.org. Players must be 19+.
Where automated systems come into play
Automation does a few specific jobs for us. It screens deposits and withdrawals for patterns linked to fraud, collusion or money laundering. It helps verify identity documents at the KYC stage. It flags play that may signal gambling harm. And it tailors which games and offers you see, based on what you have played before.
Support chat may begin with an automated assistant that handles routine questions. Ask for a person at any time, and one will take over. We do not use AI to set odds or to alter published game outcomes — those are controlled by the providers and their certified RNGs.
Human oversight on decisions that matter
Who gets the final say? A person does, whenever a decision carries weight. A withdrawal held by a fraud flag, a verification that cannot be confirmed automatically, an account restriction tied to responsible-gambling signals — each of these is reviewed by a trained member of our team before it stands. Automated scoring points us toward cases; it does not close them on its own. You will not be subject to a solely automated decision that produces a legal or similarly significant effect without that review.
The data these systems read
To work, these tools use the data you already share with us: registration details, verification documents, deposit and withdrawal records, device and session information, and your in-game activity. We keep that use proportionate to the purpose. Nothing here replaces the full detail in our Terms and Conditions, which govern your account.
Purpose | Automated? | Human review? |
|---|---|---|
Fraud & AML screening | Yes | Yes, before action |
Identity verification (KYC) | Partly | Yes, when unclear |
Personalised games & offers | Yes | On request |
Responsible-gambling flags | Yes | Yes |
Support chat triage | Yes | Agent on request |
Frequently Asked Questions
Does AI decide whether my withdrawal is approved?
- No. Automated screening may flag a withdrawal, but a trained team member reviews any flagged case before a decision is made. Routine, clean payouts usually process within 72 hours.
Can I speak to a person instead of the chat assistant?
- Yes. Ask for a human at any point in live chat and an agent will take over, or email [email protected]. Support runs 24/7.
Is AI used to change game outcomes or odds?
- No. Game results come from provider software and certified random number generators. Our automated systems handle safety, verification and personalisation — never outcomes.
How do I ask for human review of an automated decision?
- Contact us by live chat or email, explain the decision you want reviewed, and share your view. We will reconsider and respond. You may also contact the relevant data-protection authority.