9vgo Privacy Policy

01 Introduction

This Privacy Policy is published by 9vgo ("we", "us", "our", or "the platform"), an internationally operated online betting and casino service accessible at 9vgo.io, which primarily serves members based in Bangladesh. The policy describes how 9vgo collects, uses, stores, discloses, and protects personal information obtained from users of the platform ("you" or "the member").

9vgo is committed to handling all personal data responsibly and in accordance with applicable data protection principles. This policy should be read alongside the 9vgo Terms & Conditions and the Responsible Gaming Policy, both of which are available on this website. In the event of any inconsistency between this Privacy Policy and any other document, this Privacy Policy governs with respect to all data protection matters.

This policy covers data collected through the 9vgo website, any associated mobile-optimised interface, live chat interactions, email correspondence with support, and any other channel through which you interact with 9vgo directly.

02 Personal Data We Collect

2.1 — Registration and Account Data

When you create a 9vgo account, we collect the following information to set up and manage your membership:

• Full legal name as it appears on your government-issued identity document
• Date of birth (used to verify that you are 21 years of age or older)
• Email address (used for account communications, verification, and support)
• Mobile phone number (used for account security and transaction notifications)
• Residential address (used for identity verification and KYC compliance)
• Username and encrypted password
• Preferred currency (Bangladeshi Taka, BDT)

2.2 — Identity Verification (KYC) Documents

To comply with know-your-customer and anti-money-laundering obligations, 9vgo may request and store copies of:

• National Identity Card (NID), passport, or driving licence
• Proof of address documents such as utility bills or bank statements dated within the past three months
• Proof of payment method ownership (bKash account screenshots, bank statements, card front face)
• Selfie or video verification images as requested by the compliance team

2.3 — Transaction and Financial Data

Each deposit and withdrawal made through 9vgo generates a transaction record. We retain the following financial data in connection with your account activity:

• Deposit and withdrawal amounts in BDT
• Payment method identifiers (bKash wallet number, Nagad number, Rocket number, partial card number)
• Transaction timestamps and reference numbers
• Account balance history
• Bonus credits, wagering progress, and withdrawal eligibility status

9vgo does not store full card numbers, card verification values (CVV), or full mobile banking PINs. Payment authentication is handled by the respective payment processor directly.

2.4 — Betting and Gaming Activity Data

We record all sports bets placed and casino game rounds played on the platform, including stake amounts, selections, outcomes, and timestamps. This data is used for account management, dispute resolution, bonus tracking, responsible gaming monitoring, and regulatory compliance. Game session data generated within third-party provider environments (Pragmatic Play, Evolution Gaming, NetEnt, Microgaming, Spribe, Ezugi) is also logged by those providers under their respective privacy practices.

2.5 — Technical and Device Data

When you access 9vgo, our servers automatically collect certain technical data including your IP address, browser type and version, operating system, device type, screen resolution, referring URL, pages visited, session duration, and click-path data. This information is used for security monitoring, fraud detection, platform performance optimisation, and analytics. It does not, on its own, identify you personally, but may be combined with account data where necessary for security or compliance purposes.

2.6 — Communications Data

If you contact 9vgo support via live chat or email, we retain a record of the communication, including the content of messages, timestamps, and the support agent involved. These records are kept for quality assurance, dispute resolution, staff training, and regulatory purposes. Live chat sessions may be reviewed by supervisors as part of routine quality monitoring.

03 How We Use Your Personal Data

The table below sets out the primary purposes for which 9vgo uses the personal data it collects, along with the categories of data used for each purpose.

9vgo will not use your personal data for any purpose that is incompatible with the purposes listed above without first obtaining your explicit consent or establishing a separate legal basis for the new processing activity.

04 Legal Basis for Processing

9vgo processes your personal data on one or more of the following legal bases depending on the specific processing activity:

• Performance of a contract: Processing that is necessary to create and manage your account, process deposits and withdrawals, and deliver the betting and casino services you have signed up for.
• Legal obligation: Processing required to comply with anti-money-laundering regulations, know-your-customer requirements, record-keeping obligations, and any lawful requests from regulatory or law enforcement authorities.
• Legitimate interests: Processing for fraud prevention, platform security, responsible gaming monitoring, and business analytics where those interests are not overridden by your rights and freedoms.
• Consent: Processing for direct marketing communications, optional personalisation features, or any other purpose where 9vgo relies on your freely given and specific consent. You may withdraw consent at any time without affecting the lawfulness of processing carried out before withdrawal.

05 Data Sharing and Third-Party Disclosure

5.1 — Service Providers

9vgo shares personal data with carefully selected third-party service providers who assist in operating the platform. These include identity verification and KYC service providers, payment processors (bKash, Nagad, Rocket, Upay, Visa, Mastercard acquiring banks), cloud hosting and server infrastructure providers, fraud detection and cybersecurity partners, customer support platform providers, and email delivery services. All third-party service providers are bound by data processing agreements that restrict their use of your data to the specific service they are providing to 9vgo and prohibit them from using your data for their own purposes.

5.2 — Game Providers

When you play a game provided by a third-party studio such as Pragmatic Play, Evolution Gaming, NetEnt, Microgaming, Spribe, or Ezugi, your game session data and a player identifier are shared with that provider's game servers to enable the game to function. These providers operate under their own privacy policies and data protection frameworks. 9vgo does not share your full name, contact details, or payment information with game providers.

5.3 — Legal and Regulatory Disclosure

9vgo may disclose your personal data to law enforcement authorities, regulatory bodies, or courts where required to do so by law, court order, or in response to a lawful request. 9vgo will, where permitted by law, notify affected members of any such disclosure.

5.4 — Business Transfers

In the event that 9vgo or any part of its business is sold, merged, or transferred to a third party, member data may form part of the transferred assets. You will be notified of any such change via your registered email address prior to your data being transferred to a new data controller, and you will be given the opportunity to close your account if you do not wish your data to be processed by the new entity.

5.5 — No Sale of Data

9vgo does not sell, rent, lease, or otherwise transfer your personal data to any third party for their own commercial or marketing purposes. Data sharing is limited strictly to the categories and purposes described in this section.

06 Cookies and Tracking Technologies

9vgo uses cookies and similar tracking technologies to operate the platform, remember your session, detect fraud, and analyse usage patterns. The categories of cookies used on the 9vgo platform are as follows:

• Strictly necessary cookies: Required for the platform to function. These include session authentication cookies, load-balancing cookies, and security tokens. These cannot be disabled without breaking core platform functionality.
• Functional cookies: Remember your preferences such as language settings, last-used payment method, and display options. Disabling these may reduce your experience quality but will not prevent access to the platform.
• Analytics cookies: Used to understand how members navigate the platform — which pages are visited most, where users encounter friction, and how sessions flow. Data collected by analytics cookies is aggregated and anonymised where possible.
• Marketing cookies: Only placed with your explicit consent. Used to deliver relevant promotional content and measure the effectiveness of marketing campaigns. You may withdraw consent for marketing cookies at any time through your browser settings or account preferences.

Most web browsers allow you to manage your cookie preferences through the browser settings menu. Clearing or blocking cookies may affect your ability to remain logged into your 9vgo account or access certain features of the platform.

07 Data Security

9vgo implements a multi-layered approach to data security designed to protect your personal information against unauthorised access, disclosure, alteration, or destruction. Key security measures in place include:

• 256-bit SSL/TLS encryption for all data transmitted between your device and the 9vgo platform
• One-way cryptographic hashing for all stored account passwords — no 9vgo employee can view your password in plain text
• Payment data tokenisation — full card numbers and mobile banking credentials are never stored on 9vgo servers
• Role-based access controls limiting internal staff access to personal data to only those with a legitimate operational need
• Automated intrusion detection and real-time security monitoring systems
• Regular security audits and vulnerability assessments of platform infrastructure
• Two-factor authentication (2FA) available for member accounts to provide an additional layer of login security

Despite these measures, no online platform can guarantee absolute security. In the event of a data breach that poses a risk to your rights and freedoms, 9vgo will notify affected members without undue delay and will take all reasonable steps to contain and remediate the breach. You can report any suspected security incident or unauthorised account activity to [email protected] immediately.

08 Data Retention

9vgo retains personal data for as long as is necessary to fulfil the purposes described in this policy, subject to the following minimum retention periods driven by legal and regulatory obligations:

• Account and KYC data: Retained for a minimum of five years following account closure, in line with anti-money-laundering record-keeping requirements.
• Transaction records: Retained for a minimum of five years from the date of each transaction.
• Betting and gaming activity logs: Retained for a minimum of three years for dispute resolution and compliance purposes.
• Support communications: Retained for two years from the date of the interaction for quality assurance and dispute resolution purposes.
• Marketing consent records: Retained for the duration of your account membership, and for one year following any withdrawal of marketing consent, as evidence of the consent history.
• Technical and device logs: Typically retained for 90 days for security monitoring purposes, unless a specific security event requires longer retention.

At the end of the applicable retention period, personal data is securely deleted or anonymised such that it can no longer be associated with any individual.

09 Your Data Protection Rights

As a 9vgo member, you hold the following rights with respect to your personal data. To exercise any of these rights, contact [email protected] with the subject line "Data Request" and specify the right you wish to exercise along with your registered username and email address.

• Right of access: You may request a copy of all personal data that 9vgo holds about you. 9vgo will respond within 30 days of receiving a valid request.
• Right to rectification: If any personal data held by 9vgo is inaccurate or incomplete, you have the right to request that it be corrected. Corrections to identity data may require submission of updated verification documents.
• Right to erasure: In certain circumstances you may request the deletion of your personal data. This right is subject to exceptions — for example, 9vgo cannot delete data that it is legally required to retain under anti-money-laundering law.
• Right to restrict processing: You may request that 9vgo restrict the processing of your data in certain circumstances, such as while the accuracy of the data is being contested.
• Right to data portability: Where processing is based on your consent or on contractual necessity, you may request that 9vgo provide your data in a structured, commonly used, machine-readable format.
• Right to object: You have the right to object to processing of your data where that processing is based on legitimate interests. You also have an unconditional right to object to direct marketing at any time.
• Right to withdraw consent: Where processing is based on your consent, you may withdraw that consent at any time. Withdrawal does not affect the lawfulness of processing carried out prior to withdrawal.

9vgo will not charge a fee for handling data subject requests unless a request is manifestly unfounded, repetitive, or excessive, in which case a reasonable fee may be applied. 9vgo will notify you if this is the case before proceeding.

10 Children's Privacy

The 9vgo platform is strictly intended for adults aged 21 and above. 9vgo does not knowingly collect personal data from individuals under the age of 21. If you are under 21 years of age, you must not register an account, access the platform, or provide any personal information to 9vgo.

If 9vgo becomes aware that personal data has been collected from a person under the age of 21, that account will be closed immediately, all funds held will be reviewed in accordance with the applicable responsible gaming and terms and conditions policies, and all personal data associated with the account will be deleted as quickly as legally permissible.

If you are a parent or guardian and believe that a minor in your care has registered an account on 9vgo, please contact [email protected] immediately so the matter can be addressed without delay.

11 International Data Transfers

9vgo is an internationally operated platform. Your personal data may be processed and stored on servers located outside Bangladesh, including in jurisdictions where data protection laws may differ from those of Bangladesh. Where personal data is transferred internationally, 9vgo takes appropriate steps to ensure that adequate protections are in place, including through the use of contractual data transfer agreements with data processors that impose data protection obligations equivalent to those described in this policy.

By using the 9vgo platform, you acknowledge and consent to the transfer of your personal data to servers and processors located outside your country of residence where necessary to provide the services described in these Terms. All such transfers are conducted with your data security as a primary consideration.

12 Updates to This Privacy Policy

9vgo reserves the right to update this Privacy Policy at any time to reflect changes in our data processing practices, legal obligations, or regulatory guidance. When material changes are made to this policy, we will notify registered members via the email address on file at least seven days before the changes take effect. The revised policy will also be published on this page with an updated effective date at the top of the document.

We encourage you to review this policy periodically to stay informed about how 9vgo protects your personal data. Your continued use of the platform after any update to this policy constitutes acceptance of the revised terms. If you do not agree with a material change, you may close your account before the effective date of the revision.

13 Contact and Complaints

If you have any questions, concerns, or complaints about how 9vgo handles your personal data, or if you wish to exercise any of your data subject rights, please contact us through the following channels:

• Email (data requests): [email protected] — subject line: "Data Request"
• Email (privacy concerns): [email protected] — subject line: "Privacy Concern"
• Live Chat: Available 24/7 via the platform — English and Bengali speaking agents
• Response time: Data subject requests are acknowledged within 48 hours and completed within 30 days of receipt of a valid request

9vgo takes all privacy complaints seriously. Every complaint received is logged, reviewed by a qualified member of the compliance team, and responded to in writing. If you are not satisfied with 9vgo's response to your complaint, you may escalate the matter through any dispute resolution mechanism available to you under the laws applicable in your jurisdiction.