Privacy Policy

Information we collect falls into one of two categories: “voluntarily provided” information and “automatically collected” information.

“Voluntarily provided” information refers to any information you knowingly and actively provide us when using or participating in any of our services and promotions.

“Automatically collected” information refers to any information automatically sent by your devices in the course of accessing our products and services.

When you visit our website, our servers may automatically log the standard data provided by your web browser. It may include your device’s Internet Protocol (IP) address, your browser type and version, the pages you visit, the time and date of your visit, the time spent on each page, and other details about your visit.

Additionally, if you encounter certain errors while using the site, we may automatically collect data about the error and the circumstances surrounding its occurrence. This data may include technical details about your device, what you were trying to do when the error happened, and other technical information relating to the problem. You may or may not receive notice of such errors, even in the moment they occur, that they have occurred, or what the nature of the error is.

Please be aware that while this information may not be personally identifying by itself, it may be possible to combine it with other data to personally identify individual persons.

We may ask for personal information — for example, when you subscribe to our newsletter or when you contact us — which may include one or more of the following:

• Name, email address, account details, order instructions and information you provide in support communications.

Transaction data refers to data that accumulates over the normal course of operation on our platform. This may include transaction records, stored files, user profiles, analytics data, other metrics, and other types of information created or generated, as users interact with our services.

Virtgold collects and stores transactional data related to your activities on our website. This data may include details about your buying and selling of in-game currencies, such as New World, World of Warcraft, Old School RuneScape, and RuneScape. We use this information to enhance your experience, provide customer service, and fulfill our commitments to you.

We consider “user-generated content” to be reviews, ratings, image, and/or video materials voluntarily supplied to us by our users for the purpose of publication on our website or re-publishing on our social media channels. All user-generated content is associated with the account or email address used to submit the materials.

Please be aware that any content you submit for the purpose of publication will be public after posting (and subsequent review or vetting process). Once published, it may be accessible to third parties not covered under this privacy policy.

We only collect and use your personal information when we have a legitimate reason for doing so. In which instance, we only collect personal information that is reasonably necessary to provide our services to you.

We may collect personal information from you when you do any of the following on our website:

• Register for an account
• Purchase any products and/or services
• Sign up to receive updates from us via email or social media channels
• Use a mobile device or web browser to access our content
• Contact us via email, social media, or on any similar technologies
• When you mention us on social media

We may collect, hold, use, and disclose information for the following purposes, and personal information will not be further processed in a manner that is incompatible with these purposes:

• to provide you with our platform's core features and services
• to process any transactional or ongoing payments
• to deliver products and/or services to you
• to contact and communicate with you
• for analytics, market research, and business development, including to operate and improve our website, associated applications, and associated social media platforms
• for advertising and marketing, including to send you promotional information about our products and services and information about third parties that we consider may be of interest to you
• to comply with our legal obligations and resolve any disputes that we may have
• for security and fraud prevention, and to ensure that our sites and apps are safe, secure, and used in line with our terms of use

We may combine voluntarily provided and automatically collected personal information with general information or research data we receive from other trusted sources. For example, If you provide us with your location, we may combine this with general information about currency and language to provide you with an enhanced experience of our site and service.

Virtgold may request identity verification information from users where necessary for fraud prevention, anti-money laundering (AML) compliance, sanctions screening, payment security, chargeback prevention, dispute resolution, and general platform protection.

This may apply, for example, where a transaction is high-value, unusual, flagged as suspicious, connected with payment risk, associated with failed verification, or otherwise requires additional review under Virtgold’s internal AML and fraud prevention procedures.

Where identity verification is required, Virtgold may collect and process the following categories of personal data:

• full name
• date of birth
• residential address
• transaction details
• order history and payment-related information
• device, IP address, location, browser, and connection information
• government-issued identification documents, such as passport, national ID, driving licence, or similar official identification
• selfie images, facial verification images, or similar identity verification images
• biometric verification data, where such data is used or processed for the purpose of confirming or uniquely identifying a user

Virtgold processes this information for the following purposes:

• verifying the identity of the purchaser
• confirming that the payment method belongs to, or is authorised by, the purchaser
• assessing transaction risk
• preventing fraud, abuse, unauthorised payments, and chargebacks
• detecting suspicious activity or attempted misuse of the platform
• complying with AML, sanctions, fraud prevention, payment security, and legal compliance requirements
• protecting Virtgold, its users, payment processors, service providers, and platform partners
• responding to lawful requests from competent authorities, regulators, payment processors, banks, or law enforcement where required or permitted by law

The legal bases for processing KYC and verification data may include:

• performance of a contract, where verification is necessary to process, secure, or complete a transaction
• compliance with legal obligations, where AML, sanctions, fraud prevention, or regulatory requirements apply
• Virtgold’s legitimate interests in preventing fraud, protecting its platform, enforcing its policies, reducing chargeback risk, and maintaining payment security
• explicit consent or another applicable special-category processing condition, where biometric verification data is processed and such a condition is required by applicable data protection laws

Biometric or facial verification data is processed only where necessary for identity verification, fraud prevention, AML compliance, sanctions screening, payment security, dispute handling, or legal compliance purposes. Virtgold does not use biometric or facial verification data for advertising or unrelated marketing purposes.

KYC, identity verification, and biometric verification data may be shared with trusted third parties where necessary and legally permitted, including payment processors, fraud prevention providers, identity verification providers, compliance service providers, banks, card networks, financial institutions, professional advisers, competent authorities, regulators, or law enforcement agencies.

Virtgold retains KYC, AML, and verification data only for as long as necessary for compliance, fraud prevention, dispute handling, chargeback defence, recordkeeping, and legal purposes. In some cases, KYC and AML-related records may be retained for a minimum of five (5) years where required or justified for AML, fraud prevention, payment security, regulatory, or dispute-resolution purposes.

Access to KYC, AML, and biometric verification data is restricted to authorised personnel and service providers who require access for compliance, fraud prevention, payment security, dispute handling, or legal purposes.

Users may have rights under applicable data protection laws, including the right to request access, correction, deletion, restriction, objection, or portability of their personal data. These rights may be limited where Virtgold is required or permitted to retain information for AML, fraud prevention, legal compliance, dispute resolution, chargeback defence, or regulatory purposes.

VirtGold uses analytics and advertising measurement services, including Google Analytics, Meta and TikTok. Depending on the service and applicable privacy choices, these services may process device and browser information, cookies or other identifiers, shopping events and purchase information to measure campaigns, understand site use and support advertising. Marketing preferences can be changed using the available opt-out controls or by contacting us. KYC documents and biometric verification data are not used for advertising.

When we collect and process personal information, and while we retain this information, we will protect it within commercially acceptable means to prevent loss and theft, as well as unauthorized access, disclosure, copying, use, or modification.

Although we will do our best to protect the personal information you provide to us, we advise that no method of electronic transmission or storage is 100% secure, and no one can guarantee absolute data security.

You are responsible for selecting any password and its overall security strength, ensuring the security of your own information within the bounds of our services. For example, ensuring any passwords associated with accessing your personal information and accounts are secure and confidential.

We keep your personal information only for as long as we need to. This time period may depend on what we are using your information for, in accordance with this privacy policy. For example, if you have provided us with personal information as part of creating an account with us, we may retain this information for the duration your account exists on our system. If your personal information is no longer required for this purpose, we will delete it or make it anonymous by removing all details that identify you.

However, if necessary, we may retain your personal information for our compliance with a legal, accounting, or reporting obligation or for archiving purposes in the public interest, scientific, or historical research purposes or statistical purposes.

We do not aim any of our products or services directly at children under the age of 13, and we do not knowingly collect personal information about children under 13.

We may disclose personal information to:

• a parent, subsidiary, or affiliate of our company
• third-party service providers for the purpose of enabling them to provide their services, including (without limitation) IT service providers, data storage, hosting and server providers, ad networks, analytics, error loggers, debt collectors, maintenance or problem-solving providers, advertising providers, professional advisors, and payment systems operators
• our employees, contractors, and/or related entities
• our existing or potential agents or business partners
• credit reporting agencies, courts, tribunals, and regulatory authorities, in the event you fail to pay for goods or services we have provided to you
• courts, tribunals, regulatory authorities, and law enforcement officers, as required by law, in connection with any actual or prospective legal proceedings, or in order to establish, exercise, or defend our legal rights
• third parties, including agents or sub-contractors, who assist us in providing information, products, services, or direct marketing to you
• third parties to collect and process data
• an entity that buys, or to which we transfer all or substantially all of our assets and business

Providers include Google Analytics, Meta and TikTok for analytics or advertising measurement, together with the payment provider selected at checkout and service providers supporting hosting, communications and fraud prevention. Availability varies by location and payment method.

Your choice: By providing personal information to us, you understand we will collect, hold, use, and disclose your personal information in accordance with this privacy policy. You do not have to provide personal information to us, however, if you do not, it may affect your use of our website or the products and/or services offered on or through it.

Information from third parties: If we receive personal information about you from a third party, we will protect it as set out in this privacy policy. If you are a third party providing personal information about somebody else, you represent and warrant that you have such person’s consent to provide the personal information to us.

Marketing permission: If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by contacting us using the details below.

Access: You may request details of the personal information that we hold about you.

Correction: If you believe that any information we hold about you is inaccurate, out of date, incomplete, irrelevant, or misleading, please contact us using the details provided in this privacy policy. We will take reasonable steps to correct any information found to be inaccurate, incomplete, misleading, or out of date.

Non-discrimination: We will not discriminate against you for exercising any of your rights over your personal information. Unless your personal information is required to provide you with a particular service or offer (for example processing and fulfilling orders), we will not deny you goods or services and/or charge you different prices or rates for goods or services, including through granting discounts or other benefits, or imposing penalties, or provide you with a different level or quality of goods or services.

Notification of data breaches: We will comply with laws applicable to us in respect of any data breach. Where required under applicable data protection laws, including the GDPR, we will notify the relevant supervisory authority within 72 hours of becoming aware of a personal data breach, unless the breach is unlikely to result in a risk to the rights and freedoms of individuals. Where required, we will also notify affected users without undue delay.

Complaints: If you believe that we have breached a relevant data protection law and wish to make a complaint, please contact us using the details below and provide us with full details of the alleged breach. We will promptly investigate your complaint and respond to you, in writing, setting out the outcome of our investigation and the steps we will take to deal with your complaint. You also have the right to contact a regulatory body or data protection authority in relation to your complaint.

Unsubscribe: To unsubscribe from our email database or opt-out of communications (including marketing communications), please contact us using the details provided in this privacy policy, or opt-out using the opt-out facilities provided in the communication. We may need to request specific information from you to help us confirm your identity.

We use “cookies” to collect information about you and your activity across our site. A cookie is a small piece of data that our website stores on your computer, and accesses each time you visit, so we can understand how you use our site. This helps us serve you content based on preferences you have specified.

Please refer to our Cookie Policy for more information.

If we or our assets are acquired, or in the unlikely event that we go out of business or enter bankruptcy, we would include data, including your personal information, among the assets transferred to any parties who acquire us. You acknowledge that such transfers may occur, and that any parties who acquire us may, to the extent permitted by applicable law, continue to use your personal information according to this policy, which they will be required to assume as it is the basis for any ownership or use rights we have over such information.

Our website may link to external sites that are not operated by us. Please be aware that we have no control over the content and policies of those sites, and cannot accept responsibility or liability for their respective privacy practices.

At our discretion, we may change our privacy policy to reflect updates to our business processes, current acceptable practices, or legislative or regulatory changes. If we decide to change this privacy policy, we will post the changes here at the same link by which you are accessing this privacy policy.

If the changes are significant, or if required by applicable law, we will contact you (based on your selected preferences for communications from us) and all our registered users with the new details and links to the updated or changed policy.

If required by law, we will get your permission or give you the opportunity to opt in to or opt out of, as applicable, any new uses of your personal information.

The GDPR distinguishes between organisations that process personal information for their own purposes (known as “data controllers”) and organisations that process personal information on behalf of other organisations (known as “data processors”). For personal information collected through the Virtgold website and services, including account information, transaction information, support communications, payment-related information, and KYC/identity verification information, Virtgold generally acts as a data controller. Where Virtgold uses third-party service providers, including payment processors, analytics providers, identity verification providers, fraud prevention providers, hosting providers, or compliance service providers, those providers may process personal information on Virtgold’s behalf or as independent controllers depending on the nature of their services.

We also engage third-party service providers (e.g., payments, analytics, advertising) who process personal data on our behalf as our Data Processors.

We will only collect and use your personal information when we have a legal right to do so. In which case, we will collect and use your personal information lawfully, fairly, and in a transparent manner. If we seek your consent to process your personal information, and you are under 16 years of age, we will seek your parent or legal guardian’s consent to process your personal information for that specific purpose.

Our lawful bases depend on the services you use and how you use them. This means we only collect and use your information on the following grounds:

Where you give us consent to collect and use your personal information for a specific purpose. You may withdraw your consent at any time using the facilities we provide; however this will not affect any use of your information that has already taken place. You may provide a physical address for the purpose of receiving orders. While you may change or delete this address at any time, this will not affect orders that have already been sent. If you have any further enquiries about how to withdraw your consent, please feel free to enquire using the details provided in the Contact Us section of this privacy policy.

Where you have entered into a contract or transaction with us, or in order to take preparatory steps prior to our entering into a contract or transaction with you. For example, if you purchase a product, service, or subscription from us, we may need to use your personal and payment information in order to process and deliver your order.

Where we assess it is necessary for our legitimate interests, such as for us to provide, operate, improve and communicate our services. We consider our legitimate interests to include research and development, understanding our audience, marketing and promoting our services, measures taken to operate our services efficiently, marketing analysis, and measures taken to protect our legal rights and interests.

In some cases, we may have a legal obligation to use or keep your personal information. Such cases may include (but are not limited to) court orders, criminal investigations, government requests, and regulatory obligations. If you have any further enquiries about how we retain personal information in order to comply with the law, please feel free to enquire using the details provided in the Contact Us section of this privacy policy.

We will ensure that any transfer of personal information from countries in the European Economic Area (EEA) to countries outside the EEA will be protected by appropriate safeguards, for example by using standard data protection clauses approved by the European Commission, or the use of binding corporate rules or other legally accepted means.

Restrict: You have the right to request that we restrict the processing of your personal information if (i) you are concerned about the accuracy of your personal information; (ii) you believe your personal information has been unlawfully processed; (iii) you need us to maintain the personal information solely for the purpose of a legal claim; or (iv) we are in the process of considering your objection in relation to processing on the basis of legitimate interests.

Objecting to processing: You have the right to object to processing of your personal information that is based on our legitimate interests or public interest. If this is done, we must provide compelling legitimate grounds for the processing which overrides your interests, rights, and freedoms, in order to proceed with the processing of your personal information.

Data portability: You may have the right to request a copy of the personal information we hold about you. Where possible, we will provide this information in CSV format or other easily readable machine format. You may also have the right to request that we transfer this personal information to a third party.

Deletion: You may request deletion of personal information by contacting us. We review requests and remove eligible information, subject to verification and legal, accounting, fraud-prevention, dispute and recordkeeping requirements. We will explain applicable retention exceptions and how deletion affects your account or orders. Third parties such as search engines may retain copies of information previously made public.

Virtgold provides live support to all customers. In the process of addressing your queries, we may collect and store certain details from your communication with us. This information includes the nature of your inquiry, our response, and any subsequent actions. We use this data exclusively to improve your support experience and enhance the quality of our services.

For any questions or concerns regarding your privacy, you may contact us using the following details:

Customer Service: admin@virtgold.com