Your Privacy Is Protected by ku9o — Always

1. Who We Are

ku9o is an online sports betting and casino platform serving players primarily based in Bangladesh. The platform offers cricket betting covering BPL, IPL, T20 World Cup, and other international fixtures, live casino games powered by Evolution Gaming and Ezugi, slot games from Pragmatic Play, NetEnt, and Microgaming, and arcade fishing games. ku9o processes personal data in order to operate these services.

For the purposes of this Privacy Policy, "ku9o", "we", "us", and "our" refer to the operators of the ku9o platform accessible at ku9o.io. "You" and "your" refer to any individual who accesses, registers for, or uses any part of the ku9o platform.

All data-related queries, access requests, and complaints should be directed to our support team at [email protected]. We are committed to responding to all privacy-related correspondence within 10 business days of receipt.

2. Personal Data We Collect

ku9o collects the following categories of personal data from players during the account lifecycle. The specific data points collected may vary depending on the stage of your relationship with us and the services you use.

2.1 Identity and Contact Data

• Full legal name (as it appears on your National ID Card, passport, or driver's licence)
• Date of birth (used to verify minimum age of 21)
• Residential address, including city (Dhaka, Chittagong, Sylhet, Khulna, Rajshahi, Barisal, Rangpur, Mymensingh, or other)
• Mobile phone number
• Email address
• Copies of government-issued photo identification documents
• Proof of address documents (e.g., utility bill, bank statement dated within 90 days)

2.2 Financial and Transaction Data

• Payment method type and associated identifier (e.g., the mobile number registered to your bKash or Nagad account, bank account reference for Dutch-Bangla Bank, City Bank, or BRAC Bank transfers)
• Deposit history, including amounts in Bangladeshi Taka (BDT), timestamps, and transaction reference numbers
• Withdrawal history, including processing status and method
• Account balance, bonus balance, and wagering activity history
• Source-of-funds documentation where requested for compliance purposes

2.3 Technical and Usage Data

• IP address and approximate geolocation derived from IP
• Device type, operating system, browser type and version
• Session timestamps, login history, and duration of platform use
• Pages visited, games played, bet amounts, and in-platform navigation patterns
• Error logs and crash reports generated during platform use

2.4 Communications Data

• Records of all communications with ku9o support, including live chat transcripts, email correspondence, and support ticket history
• Feedback, complaints, and survey responses where voluntarily submitted

2.5 Responsible Gaming Data

• Self-imposed deposit limits, session time limits, and cooling-off or self-exclusion requests
• Problem gambling risk assessments conducted during account reviews

3. How We Collect Your Data

ku9o collects personal data through several channels during your interaction with the platform:

3.1 Directly From You

The majority of personal data ku9o holds about you is provided directly by you during:

• Account registration — when you create a ku9o account and enter your name, date of birth, contact details, and payment method information.
• KYC verification — when you submit identification documents in response to a verification request.
• Transactions — when you initiate a deposit or withdrawal, the transaction details are recorded automatically.
• Support interactions — when you contact ku9o via email or live chat, the content of that communication is retained.
• Promotions and surveys — when you opt into a promotion or complete a voluntary survey, the responses you provide are collected.

3.2 Automatically Through Platform Use

When you access the ku9o website or mobile-optimised platform, certain technical data is collected automatically by our servers and analytics infrastructure, including:

• IP address and device fingerprint data used for fraud prevention and geolocation compliance checks.
• Browsing behaviour and game activity data collected via first-party analytics tools embedded in the platform.
• Cookie data and local storage identifiers (see Section 7 for full details of our cookie practices).

3.3 From Third-Party Payment Processors

When you deposit or withdraw via bKash, Nagad, Rocket, Upay, or a partner bank, the relevant payment provider shares with ku9o the transaction confirmation data necessary to credit or debit your account. ku9o does not receive your full payment account credentials from these providers — only the confirmation reference and the account identifier necessary to reconcile the transaction.

3.4 From Game Providers

Our integrated game providers — Pragmatic Play, Evolution Gaming, NetEnt, Microgaming, Spribe, and Ezugi — may share aggregated game session data (round IDs, bet amounts, game outcomes) with ku9o for account management, dispute resolution, and responsible gaming monitoring purposes. Individual game providers operate under their own data protection policies for data processed within their systems.

4. How We Use Your Personal Data

ku9o uses the personal data we collect for the following specific purposes. We apply the principle of purpose limitation — data collected for one purpose will not be repurposed for an unrelated use without your consent or a lawful basis for doing so.

ku9o does not use your personal data for automated decision-making that produces legal or similarly significant effects without human review. Where automated tools are used to flag accounts for risk assessment (e.g., fraud detection or problem gambling monitoring), a human compliance officer reviews the flagged account before any material action is taken.

5. Legal Basis for Processing

ku9o processes your personal data on one or more of the following lawful grounds for each processing activity:

• Contractual necessity: Processing is necessary to perform the contract between you and ku9o — specifically, to operate your account, process bets, and handle deposits and withdrawals.
• Legal obligation: Processing is required to comply with applicable legal and regulatory obligations, including anti-money-laundering (AML) checks, Know Your Customer (KYC) verification, and responsible gaming requirements.
• Legitimate interests: Processing is necessary for ku9o's legitimate business interests, including fraud detection, platform security, abuse prevention, and improving the quality of our services — provided those interests are not overridden by your privacy rights.
• Consent: Where processing is not covered by the above grounds — for example, in connection with optional marketing communications — ku9o will request your explicit consent before proceeding. You may withdraw consent at any time by contacting support at [email protected].

6. Sharing Your Personal Data

ku9o does not sell, rent, or trade your personal data to any third party. We share personal data only in the following limited circumstances:

6.1 Payment Processors

Your transaction data is shared with the relevant payment service provider (bKash, Nagad, Rocket, Upay, Dutch-Bangla Bank, City Bank, BRAC Bank) solely to process your deposit or withdrawal instruction. Each payment provider handles your data under their own published privacy policy and applicable financial sector data protection regulations.

6.2 Game Providers

Your player account identifier and session data are shared with integrated game providers (Pragmatic Play, Evolution Gaming, NetEnt, Microgaming, Spribe, Ezugi) to the extent necessary to deliver game sessions, process in-game transactions, and handle disputes. These providers are contractually prohibited from using your data for any purpose other than delivering the game service.

6.3 Fraud Prevention and Security Services

ku9o may share technical and identity data with third-party fraud detection and device fingerprinting services to identify and prevent unauthorised access, account takeover, and multi-accounting. These services process data only as instructed by ku9o and under strict contractual data protection terms.

6.4 Legal and Regulatory Disclosure

ku9o may disclose personal data where required to do so by applicable law, court order, or at the lawful request of a competent authority. In such cases, ku9o will disclose only the minimum data necessary to satisfy the request and will, where legally permitted, notify the affected player.

6.5 Business Transfers

In the event of a merger, acquisition, restructuring, or sale of all or substantially all of ku9o's assets, your personal data may be transferred to the successor entity as part of that transaction. You will be notified of any such transfer and the data protection terms applicable to the successor entity's processing of your data.

7. Cookies & Tracking Technologies

The ku9o platform uses cookies and similar tracking technologies to deliver a functional and personalised experience. This section explains the types of cookies we use and the purpose of each.

7.1 What Are Cookies?

Cookies are small text files placed on your device by a website when you visit it. They allow the website to recognise your device on subsequent visits and to store certain preferences or session information. Cookies may be "session cookies" (deleted when you close your browser) or "persistent cookies" (retained on your device for a defined period or until manually deleted).

7.2 Types of Cookies ku9o Uses

• Strictly necessary cookies: These cookies are essential to the operation of the ku9o platform and cannot be disabled. They include session authentication tokens, CSRF protection tokens, and load-balancing cookies. No personally identifiable information is stored in these cookies beyond what is required to maintain your session.
• Functional cookies: These cookies remember your preferences (e.g., preferred language, display settings) to provide a more personalised experience on subsequent visits.
• Analytics cookies: ku9o uses first-party analytics tools to understand how players navigate the platform, which games are most popular, and where technical issues occur. The data collected through analytics cookies is aggregated and does not identify individual players.
• Fraud prevention cookies: These cookies collect device fingerprint data to assist our fraud detection systems in identifying suspicious account behaviour such as multi-accounting or bot activity.

7.3 Managing Cookies

You can control and delete cookies through your browser settings. Most modern browsers allow you to block all cookies, accept only first-party cookies, or receive a prompt before a cookie is placed. Note that disabling strictly necessary cookies may prevent you from logging into your ku9o account or using core platform features.

8. Data Security

ku9o takes the security of your personal data seriously. We implement a layered set of technical and organisational security measures designed to protect your data against unauthorised access, disclosure, alteration, or destruction.

8.1 Technical Measures

• Transport encryption: All data transmitted between your device and ku9o's servers is encrypted using TLS 1.2 or higher (256-bit SSL). This applies to all platform pages, API calls, and payment gateway interactions.
• Encryption at rest: Sensitive data fields — including payment method identifiers, identity document copies, and authentication credentials — are encrypted at rest using AES-256 encryption.
• Access controls: Access to player data within ku9o's internal systems is restricted on a need-to-know basis. Staff access is controlled via role-based permissions and logged for audit purposes.
• Two-factor authentication: Player accounts support two-factor authentication via OTP. ku9o's internal administrative systems require 2FA for all staff accessing player data.
• Penetration testing: ku9o's platform undergoes regular security assessments to identify and remediate vulnerabilities before they can be exploited.

8.2 Organisational Measures

• All ku9o personnel with access to personal data receive data protection training and are bound by confidentiality obligations.
• ku9o maintains an incident response procedure to manage data breaches. In the event of a breach that poses a risk to player rights and freedoms, affected players will be notified promptly and without undue delay.
• Third-party vendors with access to personal data are subject to data processing agreements that require them to maintain equivalent security standards.

9. Data Retention

ku9o retains personal data only for as long as is necessary to fulfil the purpose for which it was collected, subject to any longer retention period required by applicable legal or regulatory obligations. The following general retention periods apply:

When personal data is no longer required, ku9o securely deletes or anonymises it in accordance with our data retention and destruction procedures. Anonymised data (which can no longer be linked to an identifiable individual) may be retained indefinitely for statistical and analytical purposes.

10. Your Privacy Rights

As a player using the ku9o platform, you have the following rights in relation to your personal data. To exercise any of these rights, please contact us at [email protected] with the subject line "Data Rights Request" and provide sufficient information to verify your identity.

10.1 Right of Access

You have the right to request a copy of all personal data ku9o holds about you, together with information about how that data is being processed, the legal basis for processing, and who it has been shared with. We will respond to access requests within 30 days.

10.2 Right to Rectification

If any personal data ku9o holds about you is inaccurate or incomplete, you have the right to request that it be corrected. Minor corrections (such as updating your mobile number) can be made directly via your account profile settings or by contacting support.

10.3 Right to Erasure

You may request deletion of your personal data where: (a) the data is no longer necessary for the purpose for which it was collected; (b) you withdraw consent and no other lawful basis applies; or (c) the data has been unlawfully processed. Note that ku9o is required by law to retain certain data (particularly AML and transaction records) for defined periods following account closure, and those records cannot be erased on request.

10.4 Right to Restrict Processing

You may request that ku9o restrict the processing of your personal data in certain circumstances, for example while a data accuracy dispute is being resolved or while an objection to legitimate-interests processing is being assessed.

10.5 Right to Object

You have the right to object to ku9o processing your personal data on the basis of legitimate interests, including profiling for fraud detection. ku9o will cease such processing unless it can demonstrate compelling legitimate grounds that override your interests or the processing is required for legal claims.

10.6 Right to Data Portability

Where processing is based on consent or contractual necessity and carried out by automated means, you have the right to receive a copy of your personal data in a structured, commonly used, machine-readable format.

11. Children's Privacy

The ku9o platform is strictly intended for players who are aged 21 or above. ku9o does not knowingly collect or process personal data from any individual below the age of 21.

If ku9o becomes aware that an account has been registered by or on behalf of a person under 21 years of age, the account will be immediately suspended, all balances will be frozen, and any deposits may be returned at ku9o's sole discretion in accordance with our Terms & Conditions. Any personal data collected in connection with such an account will be securely deleted as soon as the underage use is confirmed, except where retention is required for legal compliance purposes.

If you are a parent or guardian and believe that a minor under your care has registered a ku9o account, please contact us immediately at [email protected]. We will investigate the matter promptly and take all necessary steps to remediate the situation.

12. Third-Party Links

The ku9o platform does not contain links to external third-party websites. However, where game providers' content is embedded within the ku9o platform interface, those providers operate their own data systems that are governed by their own privacy policies. ku9o is not responsible for the privacy practices of embedded third-party game providers beyond the data processing agreements we have in place with them.

ku9o will never direct you to an external website for the purpose of collecting personal data. If you encounter a link on what appears to be the ku9o platform that redirects you to an unfamiliar external domain, do not enter any personal information and report the URL to support at [email protected] immediately, as it may be a phishing attempt.

13. Updates to This Privacy Policy

ku9o reserves the right to update or amend this Privacy Policy at any time. When material changes are made, we will revise the "Effective Date" at the top of this document and, where practicable, send a notification to your registered email address or display a prominent notice within the ku9o platform.

Material changes include (but are not limited to): changes to the categories of personal data we collect, changes to the third parties with whom we share data, changes to data retention periods, and changes to your privacy rights or how to exercise them.

Your continued use of the ku9o platform following the publication of a revised Privacy Policy constitutes your acceptance of the updated terms. We recommend reviewing this page periodically — at minimum once every six months — to stay informed of any updates to our data practices.

If you disagree with any material change to this Privacy Policy, you have the right to request closure of your ku9o account by contacting support at [email protected]. We will process your account closure request in accordance with our Terms & Conditions and applicable data retention obligations.

14. Contact Us & Data Requests

If you have any questions, concerns, or requests relating to this Privacy Policy or the way ku9o handles your personal data, please contact our support team using the details below. We are committed to resolving all privacy-related enquiries fairly, promptly, and transparently.

14.1 How to Reach Us

All privacy and data protection enquiries should be sent to our dedicated support address:

Our support team operates during Bangladesh Standard Time (BST, UTC+6) business hours, Monday through Sunday. We aim to acknowledge all privacy-related correspondence within 2 business days and to provide a substantive response within 10 business days. Where a request is complex or involves a large volume of data, we may extend this period by a further 20 business days, in which case we will inform you of the extension and the reason for it.

14.2 Verification of Identity

To protect your privacy and prevent fraudulent data access attempts, ku9o requires all data rights requesters to verify their identity before we can process their request. We will ask you to confirm information such as your registered username, registered mobile number, or to complete an OTP verification to your registered device. We will never ask for your full password via email or live chat.

14.3 Complaints

If you are not satisfied with ku9o's response to a privacy concern or data rights request, you have the right to escalate your complaint. We encourage you to contact us in the first instance so we have the opportunity to resolve the matter directly. ku9o takes all privacy complaints seriously and will review each escalation with care.