joya9 Privacy Policy – Committed to Protecting Your Data

1 Introduction and Scope

joya9 is an online gaming and betting platform serving users in Bangladesh. This privacy policy ("Policy") applies to the joya9 website, mobile application, and all related services. By using the platform or creating an account, you are considered to have accepted the terms of this Policy.

The purpose of this Policy is to inform you about what information we collect, why we collect it, and how it is managed. Reading this Policy alongside our Terms and Conditions will give you a complete understanding of how our platform operates.

This Policy applies to all registered and unregistered users aged 21 and above. Users under the age of 21 are not permitted to use this platform.

2 What Information We Collect

2.1 Information You Provide Directly

When you create an account on joya9, make a deposit, or contact our support centre, you directly provide the following information:

Full name, date of birth, and national identity details (for identity verification)
Mobile number and email address
Password (stored in encrypted form — never kept as plain text)
Payment details such as bKash, Nagad, or Rocket mobile banking numbers
Content of communications via live chat and email

2.2 Information Collected Automatically

Some information is collected automatically while you use the platform:

IP address and device type
Browser and operating system information
Session duration, page visit history, and click patterns
Data collected through cookies and similar tracking technologies
Transaction history — deposit, withdrawal, and betting records

2.3 Information Received from Third Parties

For the purpose of fraud prevention and identity verification, limited information may sometimes be received from trusted third-party services. This information is never used for marketing.

3 Purpose of Using Information

joya9 uses collected information only for specific and legitimate purposes. Each purpose is clearly listed below:

Account Management: Handling registration, login, password recovery, and account security.
Service Delivery: Processing deposit, withdrawal, and betting transactions.
Identity and Age Verification: Ensuring that only eligible (21+) users are using the platform.
Fraud and Money Laundering Prevention: Detecting suspicious activity and taking necessary action.
Customer Support: Resolving issues via 24/7 live chat and email.
Platform Improvement: Analysing user experience to raise the quality of services.
Legal Compliance: Retaining required information under applicable laws and regulations.

We never sell your personal information to third parties under any circumstances. If you ever feel you are experiencing difficulties with your platform use, you can follow the guidance provided in our Responsible Gaming section.

4 Information Disclosure and Sharing

joya9 may share your information with specific third parties in limited and controlled circumstances:

4.1 Payment Service Providers

To process deposits and withdrawals, necessary transaction information is shared with approved payment providers such as bKash, Nagad, Rocket, and bank transfer services. This information is used solely to complete the relevant transaction.

4.2 Technology and Analytics Services

To maintain the security and performance of the platform, we use limited services from trusted technology partners. These partners process information according to our instructions and may not use it for their own purposes.

4.3 Legal Requirements

Information may be disclosed when legally required by a court order or a valid request from a relevant authority. In such cases, we will try to notify you as far as possible, unless prohibited by law.

4.4 Business Transfers

In the event of a company merger, acquisition, or asset transfer, user information may be transferred to the new party. However, the protections in this Policy will remain in place and users will be notified in advance.

5 Technical Measures for Data Security

joya9 follows industry-standard technology and processes to protect your information:

SSL/TLS Encryption: All communication between the platform and your device takes place over encrypted channels.
Data Encryption: Sensitive information stored on our systems, especially passwords, is kept in encrypted format.
Two-Factor Verification (OTP): An additional security layer is active during login and important transactions.
Access Controls: Only authorised staff can view user information, and only when there is a specific need.
Regular Security Audits: Periodic audits are conducted to identify and address system vulnerabilities.

While we take every precaution, there is an inherent risk in transmitting information over the internet. We are committed to security, but do not claim to be entirely free of risk.

6 Cookies and Tracking Technologies

Cookies and similar technologies are used on the joya9 website and app. Cookies are small text files stored on your device.

6.1 Types of Cookies

Essential Cookies: Required to maintain login sessions and ensure security. Disabling these will prevent the platform from working correctly.
Functional Cookies: Used to remember your preferred language and other settings.
Analytics Cookies: Collect information to understand usage patterns and improve the platform — this information is anonymous.

6.2 Managing Cookies

You can control or delete cookies from your browser settings. Please note that disabling certain cookies may limit the functionality of the platform.

7 Data Retention Period

joya9 retains your information for as long as it is needed to provide services or as required by legal obligations. Generally:

Active account information: for the full duration the account remains active.
After account closure: financial transaction records are retained for a minimum of five years.
Customer support communications: up to two years after the issue is resolved.
Anonymous analytics data: may be used for platform improvement without a fixed retention obligation.

Once the retention period ends, information is securely deleted or anonymised.

8 User Rights

Every joya9 user has the following rights regarding their personal information:

8.1 Right to Access

If you want to know what information we hold about you, you can contact our support team at any time.

8.2 Right to Correction

If any information we hold about you is incorrect, you can request a correction. Some information can be changed directly from your account settings.

8.3 Right to Deletion

You may request deletion of your personal information by closing your account, though some information must be retained for a specified period due to legal obligations.

8.4 Right to Object to Processing

To opt out of marketing communications or to restrict the processing of certain information, please contact our support team.

9 Protection of Minors

joya9 strictly limits its services to users aged 21 and above. Registration or use of the platform by anyone under the age of 21 is completely prohibited.

Age verification is in place at the time of registration. If it is found that a minor has created an account, that account is immediately closed and all related information is deleted.

For more information on responsible online gaming, please visit our Responsible Gaming page.

10 Policy Changes and Updates

joya9 reserves the right to revise this privacy policy as needed. When any significant change is made:

A new version with an updated date will be published on this page.
Registered users will be notified by email or platform notification.
Continued use of the platform after changes are made will be considered acceptance of the new policy.

If you have any questions, you can find answers to common queries in our FAQ section, or contact our support team directly via 24/7 live chat.

11 Contact and Complaints

If you have any questions, concerns, or complaints about this privacy policy, please contact us:

Live Chat: Direct 24/7 support, available in both Bangla and English.
Email: [email protected]

We will try to respond to your request as quickly as possible. Privacy matters receive our highest priority.