What we do with your chat export.
Plain English. If your legal team needs a signed DPA before you send anything, that's on the same page — say the word.
What is removed
The moment your file lands in the private upload folder, an automated anonymisation step runs — before anyone opens it and before any analysis. It removes or transforms:
- Email addresses, phone numbers, IBANs, wallet addresses, card and account numbers, document numbers, dates of birth
- Names of players, agents, and any third parties mentioned in the text
- Exact amounts — replaced with ranges (e.g.
10–50 EUR) - Player and agent identifiers — replaced with hashes so we can still count "same player, third contact this week" without knowing who they are
Free-text fields inside the chats are scrubbed the same way. If our detector misses something, the reviewer removes it by hand before analysis begins.
What we work with
Conversation structure — who wrote what, when, in what order — plus the amount ranges and hashed references. That is enough to classify what a player asked for, cluster repeats, and count effort. It is not enough to identify anyone.
Where it lives
On our infrastructure in the European Union (Frankfurt region). No third-party analytics service processes the chats. The only external processor involved is our LLM provider, which runs a model on short passages of already-anonymised text with logging disabled by contract; the provider does not train on our inputs.
How long we keep it
- Original file: deleted within 24 hours of arrival, once the anonymised copy has been verified. Deletion is logged.
- Anonymised working data: deleted 7 days after your report is delivered.
- The delivered report itself: yours; we keep one copy in our records so we can reissue it if you lose it. Say the word and we delete our copy too.
Who has access
Two people on our side: Viktor Andriichuk (owner, principal analyst) and one analyst named to you by email before the file is opened. Nobody else. No sub-processing, no offshoring, no interns.
What we may re-use
Nothing that identifies you — with one exception. We may add fully aggregated counts (for example, "across N operators, withdrawals were on average X% of all chats") to industry benchmarks. This is opt-in only and we will ask you separately, in writing, after you've seen your report. Saying no does not affect anything else.
If you want the raw file never to leave your side
We can send you our anonymiser script — a single file with no dependencies you don't already have — so your admin runs it on your export before you upload. It doesn't need to know your helpdesk's format and doesn't fail on unexpected columns. Or we can screen-share for 15 minutes and run it together on your machine.
Contact
Anything on this page you'd like changed for your case, or a DPA you need us to countersign — write to viktor@arctura.eu. Same-day reply during EU business hours.
GDPR roles. When we process the chat export you send us, you (the operator) are the Controller — the data originates from your player relationships, and you decide what is included and for what purpose. We are the Processor, acting on your written instructions and within the limits described on this page. The legal entity signing as Processor is Gazolin Production SRL, Baia Mare, Romania, trading as Arctura. Full company details on the contact page.