joya9's Privacy Policy

1. Introduction and Scope

joya9 is an online gaming and sports betting platform operated for users in Bangladesh. This Privacy Policy ("Policy") applies to joya9's website, mobile application and all related services. When you use our platform, your information is processed in accordance with the terms set out in this Policy.

Along with this Policy, you should also read our Terms and Conditions, as both documents together form the basis of our relationship with users. By registering on joya9 or continuing to use the service, you are considered to have accepted the terms of this Policy.

This Policy applies to persons aged 21 or over. No one under the age of 21 is permitted to use joya9's services. For more information on this, please see our Responsible Gaming Guidelines.

2. What Information We Collect

joya9 only collects information that is necessary to provide, operate and improve our services. The categories of information collected are described in detail below.

2.1 Registration and Identity Information

Information you provide when opening an account includes:

• Full name and date of birth
• Mobile number and email address
• National ID or passport number (for identity verification)
• Bank account or mobile banking number (bKash, Nagad, Rocket, Upay)
• Chosen username and password (stored in encrypted form)

2.2 Financial Transaction Information

To process deposits and withdrawals, we record transaction details including the transaction amount, date and time, payment method used (bKash, Nagad, Rocket, Upay or bank transfer) and reference number. This information is used for financial security and fraud prevention.

2.3 Device and Browsing Information

When you use the joya9 platform, the following information is collected automatically:

• IP address and geographic location (at country level)
• Device type, operating system and browser version
• Cookie and session data
• Page visit duration and click patterns
• Referral source (which page you came from)

2.4 Gameplay and Betting Information

A record of your activity on the platform is maintained, such as the list of games played, bet amounts and outcomes, bonus usage history and VIP level progress. This information helps provide a personalised experience and supports responsible gaming monitoring.

2.5 Communication Information

When you contact our customer support — via live chat or email — a record of that conversation is kept. This helps us improve service quality and maintain context for future assistance.

3. Purpose of Using Information

joya9 uses collected information only for lawful and specific purposes. The main purposes are described below.

3.1 Account Management and Identity Verification

Verifying each user's identity is essential to maintaining a secure environment. Using your registration information, we create, manage and secure your account and prevent unauthorised access.

3.2 Transaction Processing

Financial information is used to correctly process deposit and withdrawal requests. joya9 supports a minimum deposit of ৳200 and a minimum withdrawal of ৳1,000. Withdrawals are typically completed within 1 hour.

3.3 Fraud and Abuse Prevention

Information is analysed to detect and prevent multiple-account creation, bonus abuse, money laundering attempts and other dishonest activity. This effort protects the interests of all genuine users.

3.4 Service Improvement and Personalisation

By analysing browsing and gameplay information, we make the platform experience smoother and more relevant. Relevant game recommendations and offers may be shown based on your preferences.

3.5 Legal Compliance

Applicable laws and regulations require certain information to be retained for a specified period. We keep records to meet these obligations, but the information is not used beyond this purpose.

3.6 Responsible Gaming Monitoring

User gameplay patterns are monitored to identify excessive or risky behaviour. Where necessary, the relevant user is offered support.

3.7 Customer Support

Using your account and transaction information, our 24/7 live chat and email support team is able to provide effective assistance in both Bengali and English.

4. Sharing Information with Third Parties

joya9 never sells your personal information or shares it with third parties for advertising purposes. However, limited information may be shared in specific circumstances.

4.1 Service Provider Partners

We rely on trusted third parties for payment processing, identity verification and technical infrastructure management. These partners are provided only the information necessary to carry out their specific functions, and they are bound by strict confidentiality agreements.

4.2 Game and Technology Providers

Game providers including Pragmatic Play, PG Soft, JILI, Evolution and Spribe may process limited gameplay data for technical purposes. This information is used solely to operate the games, not for marketing or sales.

4.3 Legal and Regulatory Authorities

In response to a lawful legal order or investigation, it may be legally required to provide information to the relevant authorities. In such circumstances, information will be provided within the limits of applicable law and with notice to you wherever possible.

4.4 Fraud Prevention Networks

As part of industry-based fraud detection systems, certain risk signals (but never a complete profile) may be shared with relevant security networks.

5. Data Storage and Security

5.1 Security Measures

Industry-standard technology is used to protect your information at joya9. SSL (Secure Socket Layer) encryption keeps all data exchanged between your browser and our servers secure. Sensitive information — such as passwords and financial details — is always stored in encrypted form.

Additional security layers include:

• Two-factor authentication (OTP-based login verification)
• Unusual login activity detection system
• Regular security audits and vulnerability assessments
• Restricted staff access — only authorised personnel may access personal information
• Data backup and disaster recovery planning

5.2 Data Retention Period

Necessary information is retained for as long as your account remains active. Even after an account is closed, certain information — particularly financial transaction records — must be kept for a specified period in accordance with legal obligations. Once that period ends, the information is securely deleted or anonymised.

5.3 Server Location

Our data servers are located in secure data centres where both physical and digital security measures are maintained. When data crosses borders, international data protection standards are followed.

5.4 User Responsibility

While we ensure technical protections, you also play a role in keeping your account secure. Use a strong password, do not share your password with anyone, and if you notice any suspicious activity, inform our support team immediately.

6. Cookies and Tracking Technologies

joya9 uses cookies and similar technologies on its website and app. Cookies are small text files stored on your device that make your visits more convenient.

6.1 Types of Cookies

• Essential cookies: Required to maintain login sessions and ensure security. Disabling these will prevent the platform from working properly.
• Functional cookies: Remember your preferences (such as language and time zone) so you do not have to re-enter settings each time you log in.
• Analytics cookies: Collect page usage statistics, which help us identify weaknesses in the platform and improve the experience.
• Fraud prevention cookies: Used to verify device identity and detect unusual activity.

6.2 Cookie Controls

You can manage cookies from your browser settings. Keep in mind, however, that disabling essential cookies may make it impossible to log in to your account or complete financial transactions. Disabling analytics and marketing cookies will not affect your core service.

7. Your Rights and Controls

As a joya9 user, you have certain important rights regarding your personal information. To exercise these rights, contact our support team.

7.1 Right to Access

You may request to know what information we hold about you. Unless there are specific legal or security restrictions, you will receive a response within 30 days.

7.2 Right to Rectification

If any information in your account is incorrect or out of date, you may request a correction. Changes to identity-related information may require re-verification.

7.3 Right to Erasure

In certain circumstances you may request that your personal information be deleted. However, some information may need to be retained for a specified period due to legal obligations.

7.4 Right to Restrict Processing

In certain circumstances you may request that the use of your information be restricted, for example while a dispute about the accuracy of the information is ongoing.

7.5 Right to Data Portability

You may request to receive information about yourself in a structured, common format that you can use elsewhere.

7.6 Right to Withdraw from Marketing Communications

You may stop receiving promotional emails or messages at any time. To do so, use the unsubscribe link in the email or contact support.

8. Protection of Minors

joya9's services are for persons aged 21 or over only. We do not knowingly collect any information from minors. Age verification is in place during the registration process.

If evidence is found that a user is under 21, that account will be closed immediately and all related information will be deleted. Any concerns about age can be reported to our support team.

If you suspect that a minor is using our platform, please contact us immediately. Detailed information on the protection of minors can be found in our Responsible Gaming Guidelines.

9. Policy Changes and Updates

joya9 reserves the right to update this Privacy Policy as needed. The Policy may be revised due to service expansion, technological changes or legal requirements.

When significant changes are made:

• A notice will be prominently displayed on the website
• A message will be sent to your registered email address
• You will be informed about the updated Policy when you log in

A revised Policy takes effect from the date it is published. Continuing to use the platform after changes are made will be considered acceptance of the updated Policy. If you have questions about any aspect of the Policy, you may find answers on our FAQ page.

10. Contact Us

If you have any questions, concerns, or requests about this privacy policy, you can contact us through the following:

Our privacy team typically responds within business days. For urgent matters, contacting us directly via live chat is the fastest way to get a resolution. To learn more about us, visit our About Us page.