joya nine's Privacy Policy

01 Introduction and Scope

This privacy policy ("Policy") applies to the joya nine platform and all related services. When you use our services through the joya nine website, mobile application, or any other channel, you are considered to have accepted the terms of this policy.

joya nine provides services only to individuals aged 21 or above. Collecting or processing information from minors is against our policy. If any user is found to be a minor, their account and all collected data will be deleted immediately.

Reading our Terms and Conditions will help you understand how this policy relates to our overall user agreement. The privacy policy and terms of service complement each other.

02 What Information We Collect

2.1 Registration and Identity Information

When creating an account, we collect the following information:

• Full name and date of birth
• Mobile number and email address
• Residential address
• National ID or passport number (for identity verification)
• Username and password (encrypted)

2.2 Financial and Transaction Information

When processing a deposit or withdrawal, we record relevant payment information. This includes details of transactions made via bKash, Nagad, Rocket, or bank transfer. We never store your full bank account number or card number — only the transaction reference and timestamp are kept.

2.3 Device and Technical Information

When you use our platform, some information is collected automatically:

• IP address and approximate location
• Browser and operating system type
• Page visit history and session duration
• Cookies and local storage data

2.4 Support and Communication Information

When you contact our support team via 24/7 live chat or email, we retain a record of that conversation. This is necessary to improve service quality and maintain continuity with previous issues.

03 Purpose of Data Use

joya nine uses your information for the following purposes:

• Account management: Registration, login, password recovery, and identity verification.
• Service delivery: Casino games, sports betting, deposit and withdrawal processing.
• Bonuses and promotions: Sending notifications related to the 200% welcome bonus and VIP cashback program.
• Security and fraud prevention: Detecting unusual activity and protecting accounts.
• Customer support: Resolving your complaints and queries.
• Service improvement: Enhancing platform performance and user experience.
• Legal obligations: Complying with applicable laws and regulations.

We do not sell your information to third-party advertisers. Your data will not be used for any purpose beyond what is stated in this policy.

04 Data Sharing and Third Parties

joya nine may share your information with third parties only in the following limited circumstances:

4.1 Service Provider Partners

Certain selected partners engaged for payment processing, technical support, or game software operations may receive a limited amount of information. These partners operate under strict confidentiality agreements and may use the information only for the specified purpose.

4.2 Legal Requirements

We may disclose information under court orders, lawful requests from investigative authorities, or obligations under applicable law. In such cases, we will provide only the minimum information necessary and will make every effort to notify you in advance where possible.

4.3 Business Transfers

In the event of a transfer or merger of any part of the business, user information may be transferred to the relevant party, provided that the new party ensures the same standard of privacy as this policy.

05 Data Security Measures

joya nine applies multiple layers of security to protect your information:

• SSL encryption: All data transmitted between your browser and our servers is sent in encrypted form.
• Password hashing: Your password is never stored directly — only a secure hash is kept.
• Two-factor verification (OTP): Identity is verified using a mobile OTP when accessing your account.
• Access controls: Only authorised staff can view user information, and all access is subject to strict logging.
• Regular security audits: Audits are conducted regularly to identify platform vulnerabilities.

However, no one can guarantee 100% security when transmitting information over the internet. You are therefore responsible for keeping your account information — especially your password — secure. If you notice any suspicious activity, notify our support team immediately.

06 Cookies and Tracking Technologies

joya nine uses cookies and similar technologies to ensure platform functionality and improve user experience.

6.1 Essential Cookies

These cookies are essential for maintaining login sessions and providing security. The platform cannot function properly without them, so there is no option to disable them.

6.2 Analytics Cookies

These cookies are used to understand which pages are visited most and how users navigate the platform. They contain no personally identifiable information.

6.3 Disabling Cookies

You can disable non-essential cookies from your browser settings. However, doing so may limit the functionality of some services.

07 Data Retention Period

joya nine retains your information only for as long as it is needed. Generally:

• Active accounts: Complete information is retained for as long as the account remains active.
• Closed accounts: After an account is closed, the minimum information required to meet applicable legal obligations is kept for a defined period.
• Transaction records: Financial records are retained for a defined period as required by applicable law.
• Support records: Customer service conversations are kept for a maximum of 12 months.

After the defined period, information is securely deleted or anonymised.

08 Your Rights and Controls

As a user of the joya nine platform, you have the following rights over your own information:

• Right to access: You may request to know what information we hold about you.
• Right to correction: You may request that incorrect or incomplete information be corrected.
• Right to deletion: Under certain conditions, you may request that your information be deleted.
• Right to object: You may object to your information being used for a specific purpose.
• Data portability: You may request to receive your information in a common format.

To exercise these rights, contact our support team via live chat or email. For information on responsible gaming, read our Responsible Gaming page, where ways to keep yourself safe are discussed in detail.

09 Protection of Minors

joya nine strictly enforces a 21+ age limit. Collecting or processing information from minors (those under 21) is against our policy. Age is verified at registration, and if any user creates an account in breach of the age limit, that account and all associated data will be cancelled immediately.

If a parent or guardian becomes aware that their child has registered on our platform, please contact our support team without delay.

10 Policy Changes and Updates

joya nine reserves the right to amend this privacy policy as needed. If any significant changes are made, we will inform you in the following ways:

• The "Last Updated" date at the top of the page will be updated.
• A notification will be sent to your registered email.
• A notice about the changes will be shown when you log in to the platform.

If you continue using the platform after any changes, you will be considered to have accepted the new policy. We therefore recommend reviewing this page regularly.

11 Contact and Complaints

For any privacy-related questions, requests, or complaints, contact the joya nine support team:

• Live chat: Available 24/7 in Bangla and English
• Email: [email protected]

We take every request seriously. User queries are generally answered quickly via live chat. To learn more about our platform, you can read our About Us page.

For answers to frequently asked questions, visit our FAQ section, where you will find answers to many questions about accounts, payments, and services all in one place.