joya99's Privacy Policy

Version: January 2025

Welcome to joya99. This Privacy Policy ("Policy") sets out our responsibilities and commitments regarding your personal information. Please read this Policy carefully before using our platform. By opening an account or using the services at joya99, you are considered to have accepted the terms of this Policy.

This Policy applies to all users — both registered members and unregistered visitors. Reading our Terms and Conditions will give you a clearer understanding of the detailed rules for using the platform.

1. Information Collection

joya99 collects two types of information from its members — information provided directly by you, and information collected automatically. Each category is described in detail below.

1.1 Information Provided Directly

Information you provide during account registration, verification, or when contacting customer support includes:

• Full name and date of birth
• Email address and mobile number
• Residential address
• National ID or passport number (for identity verification)
• Payment method details (bKash, Nagad, Rocket, Upay or bank account details)
• Messages or complaints you send to customer support

1.2 Automatically Collected Information

When you access or use the joya99 platform, our system automatically collects certain technical information:

• IP address and device identifiers
• Browser type and operating system
• Time spent on the platform and pages visited
• Login and logout times and activity history
• Gaming and betting activity logs
• Information collected through cookies and similar tracking technologies

2. Use of Information

joya99 uses collected information for specific and lawful purposes. No information is used beyond these defined purposes.

2.1 Account Management and Identity Verification

Your provided information is used to complete your registration, ensure account security, and meet identity verification requirements.

2.2 Providing and Improving Services

Your information is needed to process deposits, withdrawals, and gaming activity. Your usage patterns are also analysed to improve the quality of the platform.

2.3 Security and Fraud Prevention

Information is monitored to detect suspicious activity, keep accounts secure, and prevent financial fraud.

2.4 Communication and Support

We contact you by email or message to provide customer support, send important notices, confirm transactions, and respond to your queries.

2.5 Responsible Gaming

joya99 analyses data about your gaming behaviour in line with responsible gaming guidelines. If a harmful gaming pattern is identified for any user, the necessary support measures are taken.

• Providing the option to set gaming limits
• Processing account self-exclusion requests
• Sending warning messages in cases of excessive gaming or spending

3. Sharing Information with Third Parties

joya99 never sells your personal information or transfers it to third parties for commercial purposes. However, sharing information may be necessary in certain specific situations:

3.1 Service Partners

We work with trusted partner organisations for payment processing, identity verification, game operations, and technical support. These organisations are given access to information only for the specific tasks set out in the contract, and they are bound by the same privacy obligations.

3.2 Legal Obligations

We may be required to disclose information in order to comply with a court order, a lawful request from a government or law enforcement authority, or applicable law.

3.3 Business Restructuring

In the event of a company merger, acquisition, or transfer of assets, user information may pass to the new party — however, the terms of this Privacy Policy will continue to apply in such cases.

4. Cookies and Tracking Technology

Cookies and similar technologies are used on the joya99 website and app. Cookies are small data files stored in your browser that help improve platform functionality and your experience.

4.1 Essential Cookies

These cookies are essential for maintaining login sessions, security verification, and the core operation of the platform. The platform cannot function properly without them.

4.2 Functional Cookies

These cookies are used to remember your preferred language, display settings, and information from previous sessions. This means you do not have to set your preferences again each time you log in.

4.3 Analytical Cookies

These cookies are used to understand which parts of the platform users spend the most time on and where they encounter problems. This allows us to continually improve the quality of our service.

4.4 Managing Cookies

You can disable or delete cookies from your browser settings. However, disabling essential cookies will prevent you from using some features of the platform.

5. Data Security

joya99 takes industry-standard technical and organisational measures to ensure the security of your information. Security is ensured at every level — from SSL encryption to encrypted data storage.

5.1 Technical Security Measures

• All data transmissions are encrypted using SSL/TLS protocol
• Passwords are stored using strong hashing algorithms
• An additional layer of encryption applies to payment information
• Firewalls are active on servers and databases to prevent unauthorised access
• 24/7 system monitoring runs to detect suspicious activity

5.2 Organisational Security Measures

• Only authorised staff have access to personal information
• All staff have signed confidentiality agreements and receive regular training
• Data protection policies are regularly reviewed and updated
• A rapid response plan is in place for any data breach

6. Data Retention Period

joya99 retains your information only for as long as it is necessary or legally required.

6.1 Information for Active Accounts

All information required to provide the service is retained while your account remains active.

6.2 After Account Closure

Even after an account is closed, certain information is retained for a defined period:

• Financial transaction records — for the period required by law
• Identity verification documents — until legal obligations are fulfilled
• Customer support history — for a reasonable period as needed for dispute resolution

6.3 Data Deletion

Once the defined retention period ends, information is securely deleted or anonymised so that you can no longer be identified from it.

7. Your Rights

As a joya99 user, you have a number of important rights over your own information. We respect these rights and aim to respond to any request as quickly as reasonably possible.

7.1 Right to Access Information

If you wish to know what information we hold about you, you can log in to your account to view it or make a request directly to the support team.

7.2 Right to Correct Information

If any of your stored information is incorrect, you can apply to have it corrected. Correction of identity verification documents may require additional verification.

7.3 Right to Delete Information

In certain circumstances you may request that your information be deleted. However, it may not be possible to delete all information immediately due to legal obligations, ongoing disputes, or account security reasons.

7.4 Right to Object to Processing

You have the right to object to the use of your information for marketing or promotional communications and to request that such communications be stopped.

7.5 How to Exercise Your Rights

To exercise any right, contact us via live chat or email. After verifying your identity, your request will be processed within the defined timeframe. Detailed answers to common questions about information can be found on our FAQ page.

8. Protection of Minors

joya99 is a responsible gaming platform and does not provide services to anyone under the age of 21. Collecting information from minors or operating accounts for them is strictly prohibited.

8.1 Age Verification

Age verification is mandatory during the registration process. If anyone under the age of 21 attempts to register, that request is rejected. Age is confirmed through a national ID card or other government-issued document.

8.2 Unintentional Registration

If a minor has registered in any way and this comes to our attention, that account will be immediately closed and the information collected will be securely deleted.

9. Payment Information

joya99 takes extra precautionary measures to protect financial transaction data. Payment information provided during deposits and withdrawals is highly sensitive and is stored with the highest level of security.

9.1 Payment Methods

For deposits and withdrawals at joya99, you can use bKash, Nagad, Rocket, Upay, and bank transfer. Information provided when making transactions through these payment methods is used only to verify and complete the transaction.

9.2 Protection of Financial Information

• All payment information is transmitted and stored in encrypted form
• Mobile banking PINs or bank account passwords are never stored
• Transaction records are kept for a set period for fraud prevention and dispute resolution
• Suspicious transactions are automatically flagged and set aside for review

10. Policy Changes

joya99 may update this privacy policy when necessary. The following rules apply to any changes:

10.1 Notice of Changes

Registered members will be notified by email before any significant changes. For minor changes, the "Last Updated" date at the top of the page will be revised.

10.2 Meaning of Continued Use

If you continue using the platform after receiving notice of changes, you will be considered to have accepted the new policy. If you do not wish to accept the new policy, you may contact our support team to request account closure.

10.3 Previous Versions

If you need a previous version of the policy, please contact customer support. To learn more about us, you can read our About Us page.

11. Contact

If you have any questions, complaints, or information-related requests regarding this privacy policy, please contact the joya99 support team. Our team provides assistance in both Bengali and English.