koya9's Privacy Policy
Your personal information is completely safe with us. This policy explains in detail how koya9 collects, uses, and protects your information.
Introduction & Overview
This Privacy Policy ("Policy") provides a full description of how your personal information is collected, stored, used, and protected when you use the koya9 platform. By creating an account on koya9 or by using its services, you are considered to have fully accepted the terms of this Policy.
We believe that personal privacy is a fundamental right. koya9 adopts the highest standards of data protection to earn and maintain the trust of its users. Using SSL encryption technology and industry-standard security protocols, we ensure that every transaction and piece of personal information you share remains fully protected.
This Policy may change from time to time. We will notify you appropriately of any significant changes. We therefore recommend that you review this page regularly.
The Information We Collect
koya9 collects the following types of information in order to provide its services. We only collect information that is essential for the smooth operation of our services.
Identity Information
Full name, date of birth, national identity card or passport number, and photo ID.
Contact Information
Email address, mobile number, and current or permanent address.
Financial Information
Information related to bKash, Nagad, Rocket, or bank accounts used for processing transactions.
Technical Information
IP address, browser type, device information, cookies, and session data.
Gaming Activity Information
Play history, bet amounts, deposit and withdrawal records, and information related to bonus usage.
Behavioural Information
Your navigation patterns on the platform, click data, and preferred game types.
2.1 How Information Is Collected
Information is collected in the following ways:
- Directly from you when filling in the account registration form
- As part of the identity verification (KYC) process
- When completing deposit and withdrawal transactions
- When contacting a customer service representative
- Through automated technical means (cookies, web beacons, etc.)
Purpose of Using Information
koya9 uses your collected information only for the following legitimate purposes. We never sell your information to third parties.
3.1 Account Management and Verification
We use identity information to confirm who you are and to maintain account security. Preventing fraud and unauthorised access is our highest priority.
3.2 Service Delivery and Transaction Processing
Financial information is used to process your deposit and withdrawal requests, award bonuses, and ensure a smooth gaming experience. koya9 handles all financial activity via bKash, Nagad, Rocket, and bank transfers.
3.3 Customer Service and Communication
Contact information is used to resolve your issues, send important account-related notifications, and inform you of policy changes. Our 24/7 customer service team provides support in both Bengali and English.
3.4 Legal Compliance and Security
Necessary information is stored and processed to comply with Anti-Money Laundering (AML) and Know Your Customer (KYC) regulations, to detect fraud, and to meet legal obligations.
3.5 Responsible Gaming
Gaming activity information is used to monitor your gaming behaviour and, where needed, to provide responsible gaming tools such as deposit limits or self-exclusion.
3.6 Platform Improvement
By analysing behavioural and technical data, we continually improve the platform's performance, security, and user experience.
Sharing Information with Third Parties
koya9 never sells your personal information or shares it with third parties without authorisation. However, in the following limited circumstances, certain information may be shared with specific parties:
- Payment providers: The minimum necessary financial information is shared with bKash, Nagad, Rocket, and banks to verify transactions.
- Game software providers: Session data necessary for game operation is shared with Pragmatic Play, Evolution Gaming, Spribe, JILI, and other providers.
- Legal authorities: Required information may be provided to comply with valid legal obligations, court orders, or government directives.
- Security and anti-fraud services: Specific information may be shared with trusted technology partners to ensure platform security and detect fraudulent activity.
- Corporate restructuring: In the event of a business merger or acquisition, information may be transferred to the new entity, though the terms of this Policy will continue to apply.
Outside of the above cases, your information is not provided to any third party. koya9 requires all its partner organisations to follow the same standard of data protection.
Cookies and Tracking Technologies
koya9 uses cookies and similar technologies to improve your browsing experience and ensure the platform functions correctly.
5.1 Essential Cookies
These cookies are essential for the core functionality of the platform. They maintain your login session, ensure security, and remember basic user preferences. These cookies cannot be disabled, as doing so would prevent the platform from working correctly.
5.2 Functionality Cookies
These cookies store your language preferences, display settings, and information from previous sessions, making each visit easier for you.
5.3 Analytical Cookies
These cookies help us understand how users are using the platform. The data collected is fully anonymised and is used to improve the quality of the service.
5.4 Cookie Controls
You can control or delete cookies at any time through your browser settings. Please note that disabling certain cookies may limit some features of koya9.
Data Security Measures
koya9 uses industry-standard technology and methods to protect your information. Our security framework consists of the following layers:
- SSL/TLS Encryption: All communication between your browser and our servers is protected by 256-bit SSL encryption, which safeguards your information from unauthorised access.
- Data Encryption: All sensitive stored data, especially financial information, is protected by industry-standard encryption algorithms.
- Access Controls: Only authorised staff can access your information, and all their activity is logged.
- Regular Security Audits: Our systems undergo regular security testing and any potential vulnerabilities are resolved promptly.
- Firewall and Intrusion Detection: Advanced firewalls and a real-time monitoring system detect and prevent suspicious activity.
- Two-Step Verification: koya9 offers two-step verification to enhance account security.
However, no data transmission over the internet can be claimed to be completely secure. koya9 makes every effort to keep your information safe, but absolute security cannot be guaranteed.
Data Retention Period
koya9 retains your personal information only for as long as necessary to fulfil the purpose for which it was collected, or as required to meet legal obligations.
7.1 Account Information
All account information is retained for as long as your account is active. Certain information may be retained after account closure in accordance with legal requirements.
7.2 Transaction Records
Records of all financial transactions are retained for a defined period in compliance with legal obligations and anti-money laundering regulations.
7.3 Customer Service Records
Records of your communications with us are retained for the purpose of improving service quality and resolving disputes.
7.4 Data Deletion
After the retention period ends, koya9 securely deletes or anonymises your personal information so that it can no longer be linked to anyone.
Your Rights Regarding Your Information
As a registered user of koya9, you have the following rights regarding your personal information:
Right of Access
You may request to see what information we hold about you.
Right to Rectification
You may request that incorrect or incomplete information be corrected.
Right to Erasure
You may request that information not required for legal obligations be deleted.
Right to Restrict Processing
In certain circumstances, you may request that the processing of your information be restricted.
Right to Object
You may object to your information being used for specific purposes.
Right to Portability
You may request to receive your information in a structured format.
To exercise any of the above rights, email us at [email protected]. We will respond to your request within a reasonable time after completing the necessary verification.
Protection of Minors' Information
koya9 is a platform for individuals aged 21 and above only. We do not knowingly collect information from anyone under the age of 21.
Through the age verification process at account registration, we ensure that no minor can create an account on our platform. If we learn that a minor's information has been collected inadvertently, it will be deleted immediately and the associated account will be closed.
If a parent or guardian believes that their child has created an account on koya9, please contact us immediately.
International Data Transfers
For operational purposes, your information may sometimes be stored or processed on servers outside Bangladesh. In such cases, koya9 ensures that:
- The receiving country or organisation maintains appropriate data protection standards.
- The data transfer is consistent with the terms of this Privacy Policy.
- All necessary contractual safeguards are in place.
- Best practices for international data protection are followed.
Changes to This Policy
koya9 reserves the right to amend this Privacy Policy as needed. For any significant changes to the Policy, we will notify you in the following ways:
- A notification will be sent to your registered email address.
- You will be informed of the changes when logging in to the platform.
- The date of the most recent change will be noted at the top of this page.
Continued use of the platform after changes have been made will be considered acceptance of the revised Policy. If you do not agree with the revised Policy, you have the right to stop using your account and request that your information be deleted.
This Policy has been reviewed and is currently in effect. You will be notified at least 30 days in advance of any significant changes.
Privacy Contact
If you have any questions, concerns, or information-related requests regarding this Privacy Policy, please contact us. koya9's customer service team is available 24 hours a day, 7 days a week in Bengali and English.
Email: [email protected]
Live Chat: Log in to the platform and contact us via live chat — available 24/7.
Response Time: Email requests are responded to as quickly as possible. For urgent matters, please use live chat.
For official information-related requests, you may be required to provide some information to verify your identity.