Your Privacy Matters at kuo9
How We Handle Your Data

kuo9 collects personal data that you provide directly to us, data generated automatically when you use our Platform, and data received from trusted third-party sources as part of our verification and fraud-prevention processes. We collect only the data that is genuinely necessary for the purposes described in this Privacy Policy.

1.1 Data You Provide to Us

When you register, verify your identity, make a deposit or withdrawal, contact support, or participate in a promotion, you may provide us with:

• Identity data: Full legal name, date of birth, gender, and nationality as it appears on your government-issued identification document (National ID card, passport, or driving licence).
• Contact data: Registered mobile phone number, email address, and residential address (district, city, division — for example, Dhaka, Chittagong, Sylhet, or Khulna).
• Account credentials: Your chosen username and hashed password. kuo9 never stores passwords in plain text.
• Financial data: The mobile financial service (MFS) account number associated with your bKash, Nagad, Rocket, or Upay account; bank account details where bank transfer is used; card BIN (first six digits) and last four digits where Visa or Mastercard is used. Full card numbers are processed exclusively by our PCI-DSS compliant payment partners — kuo9 does not store full card numbers.
• Verification documents: Scanned copies or photographs of government-issued ID, proof of address, and proof of payment method ownership submitted as part of the KYC (Know Your Customer) process.
• Support communications: Records of live chat conversations, WhatsApp messages, and emails exchanged with the kuo9 support team.

1.2 Data Generated Automatically

When you access and use the kuo9 Platform, certain technical data is generated and logged automatically:

• Device & technical data: IP address, device type and model, operating system version, browser type and version, screen resolution, and unique device identifiers.
• Usage data: Pages visited on the kuo9 Platform, time and duration of visits, games played, bet amounts placed, features accessed, and navigation paths.
• Transaction data: Full records of all deposits, withdrawals, bonus claims, wagers placed, winnings, and account balance changes.
• Location data: Approximate geographic location derived from your IP address. kuo9 does not collect GPS-level precise location data.
• Cookie and tracking data: As described in Section 4 of this Privacy Policy.

1.3 Data Received from Third Parties

kuo9 may receive personal data about you from the following third-party sources:

• Payment processors: Transaction status confirmations, fraud risk scores, and chargeback notifications from bKash, Nagad, Rocket, Upay, and our card processing partners.
• Identity verification services: Results of automated document and biometric verification checks performed by our KYC service providers.
• Fraud and AML screening services: Watchlist screening results and risk indicators generated by our anti-money laundering compliance partners.
• Game providers: Game round data, RTP logs, and dispute resolution records from Pragmatic Play, Evolution Gaming, Microgaming, NetEnt, Spribe, Ezugi, and other certified studio partners.

kuo9 processes your personal data only where we have a lawful basis to do so. The primary lawful bases we rely on are: (a) performance of a contract — processing necessary to provide you with the kuo9 services you have agreed to use; (b) legal obligation — processing required by applicable law, including anti-money laundering and age verification requirements; (c) legitimate interests — processing for fraud prevention, security, and Platform improvement that does not override your fundamental privacy rights; and (d) consent — for optional marketing communications, where you have explicitly opted in.

2.1 Marketing Communications

With your consent, kuo9 may send you promotional communications about new games, bonus offers, upcoming tournaments (including BPL cricket season promotions, IPL special offers, and T20 World Cup markets), and seasonal campaigns aligned with Eid, Pohela Boishakh, or Victory Day. These communications may be delivered via SMS to your registered mobile number or via email.

You may withdraw your consent to receive marketing communications at any time by contacting us at [email protected] or via the unsubscribe mechanism included in each marketing message. Withdrawal of marketing consent does not affect the lawfulness of any processing carried out prior to that withdrawal.

kuo9 does not sell, rent, or trade your personal data to any third party for their own marketing purposes. We share your data only in the limited circumstances described below, and only to the extent necessary for each purpose.

3.1 Service Providers and Data Processors

We engage trusted third-party service providers who process data on our behalf under written data-processing agreements. These include:

• Payment processors: bKash, Nagad, Rocket, Upay, and our international card processing partners receive the minimum transaction data required to execute deposits and withdrawals.
• KYC and identity verification providers: Receive identity documents and biometric data solely for the purpose of verifying your identity and age.
• AML and fraud screening services: Receive name, date of birth, and transaction data for watchlist screening and risk assessment.
• Game technology providers: Pragmatic Play, Evolution Gaming, Microgaming, NetEnt, Spribe, Ezugi, and other certified studios receive a pseudonymous player identifier and game-session data needed to run the games you play.
• Cloud hosting and infrastructure providers: Host the kuo9 Platform and databases in secure data centres with access controls, encryption at rest, and regular penetration testing.
• Analytics providers: Receive anonymised or aggregated usage data to help kuo9 understand how the Platform is used and identify areas for improvement.

3.2 Legal and Regulatory Disclosure

kuo9 may disclose your personal data to government authorities, law enforcement agencies, or regulatory bodies where required by applicable law, court order, or lawful demand. We will notify you of such disclosure where legally permitted to do so.

3.3 Business Transfers

In the event of a merger, acquisition, restructuring, or sale of all or part of kuo9's business, your personal data may be transferred to the acquiring entity as part of the transaction. kuo9 will notify you via your registered email address before your data is transferred to a new controller under a different privacy policy.

kuo9 uses cookies and similar tracking technologies — including web beacons, pixel tags, and local storage objects — to operate the Platform securely, remember your preferences, analyse usage patterns, and deliver relevant content. This section explains what types of cookies we use and how you can control them.

4.1 Types of Cookies We Use

4.2 Managing Cookies

You can control and delete cookies through your browser's settings. Most modern browsers allow you to block all cookies, accept only first-party cookies, or clear existing cookies at any time. Please note that disabling essential or fraud-prevention cookies may prevent you from logging in or using certain features of the kuo9 Platform. Browser-based cookie controls do not affect data already collected and processed prior to the change in your settings.

On mobile devices, you can reset your advertising identifier through your device's privacy settings (iOS: Settings → Privacy → Tracking; Android: Settings → Privacy → Ads).

Protecting your personal data is one of kuo9's core operational responsibilities. We employ a layered security framework covering encryption, access controls, network security, and regular independent auditing to minimise the risk of unauthorised access, disclosure, alteration, or destruction of your data.

5.1 Technical Safeguards

• Encryption in transit: All data transmitted between your device and kuo9 servers is encrypted using TLS 1.2 or higher. Our SSL certificate is maintained and renewed continuously.
• Encryption at rest: Sensitive data stored in kuo9 databases — including identity documents, financial data, and personally identifiable information — is encrypted using AES-256 at rest.
• Password security: Player passwords are hashed using bcrypt with a per-user salt before storage. Plain-text passwords are never stored or transmitted.
• Two-factor authentication (2FA): Optional 2FA via SMS OTP is available for all kuo9 accounts and strongly recommended for enhanced account security.
• Network security: kuo9 infrastructure is protected by firewall rules, intrusion detection systems (IDS), and distributed denial-of-service (DDoS) mitigation.

5.2 Organisational Safeguards

• Access to player personal data is restricted to authorised kuo9 personnel on a strict need-to-know basis, governed by role-based access controls.
• All staff and contractors with access to personal data are bound by confidentiality obligations and receive data-protection training.
• kuo9 conducts regular penetration testing and security audits of the Platform and its infrastructure.
• A formal incident response procedure is in place to detect, contain, and report data breaches in a timely manner.

5.3 Data Breach Notification

In the unlikely event of a data breach that is likely to result in a high risk to your rights and freedoms, kuo9 will notify affected players via their registered email address without undue delay. The notification will describe the nature of the breach, the categories of data affected, the likely consequences, and the steps kuo9 has taken or proposes to take to address it.

kuo9 retains your personal data for as long as is necessary to fulfil the purposes for which it was collected, to comply with our legal obligations, to resolve disputes, and to enforce our agreements. We do not retain data indefinitely — our retention schedule is reviewed annually and data that is no longer required is securely deleted or anonymised.

When the applicable retention period expires, personal data is deleted from live systems and purged from backup storage within 90 days. Where deletion is not technically feasible — for example, data held in encrypted offline archives — the data is rendered inaccessible and overwritten at the earliest practical opportunity.

As a kuo9 player, you have a number of rights with respect to your personal data. kuo9 is committed to honouring these rights promptly and transparently. To exercise any of the rights described below, please contact us at [email protected] with the subject line "Data Rights Request" and include your registered username and mobile number for identification purposes.

7.1 Right of Access

You have the right to request a copy of the personal data kuo9 holds about you, together with information about how it is used and with whom it has been shared. We will respond to access requests within 30 days of receipt.

7.2 Right to Rectification

If any personal data kuo9 holds about you is inaccurate or incomplete, you have the right to request that it be corrected. Minor corrections (such as updating your contact email or mobile number) can be made directly in your account settings. Corrections to identity data require supporting documentation.

7.3 Right to Erasure

You may request that kuo9 delete your personal data in certain circumstances — for example, where the data is no longer necessary for the purposes for which it was collected, or where you withdraw consent and no other lawful basis exists. Please note that the right to erasure is not absolute. kuo9 is required by applicable law to retain certain categories of data (particularly financial and identity records) for specified minimum periods even after account closure. In such cases, we will explain what data must be retained and why.

7.4 Right to Restrict Processing

You have the right to request that kuo9 restrict the processing of your personal data in certain circumstances, such as while a rectification request is being verified, or where you have objected to processing based on legitimate interests and that objection is being considered.

7.5 Right to Object

You have the right to object to kuo9's processing of your personal data where that processing is based on legitimate interests. You also have an unconditional right to object to processing for direct marketing purposes at any time, without needing to provide a reason.

7.6 Right to Data Portability

Where processing is based on your consent or on contract performance, and is carried out by automated means, you have the right to receive the personal data you have provided to kuo9 in a structured, commonly used, and machine-readable format (such as CSV or JSON), and to request that it be transmitted to another data controller where technically feasible.

If you have any questions, concerns, or requests relating to this Privacy Policy or to the way kuo9 handles your personal data, please contact our support team using the details below. We treat all privacy-related enquiries with the highest priority and will respond promptly.

8.1 How to Contact Us

You may reach the kuo9 data support team via any of the following channels. All contact information must be used as plain reference only — do not send sensitive personal data such as passwords, full card numbers, or copies of identity documents via unencrypted messaging channels.

• Email: [email protected] — subject line "Privacy Enquiry" for the fastest routing
• WhatsApp: +880 1700 000000 — available 24/7 in English
• Live Chat: Available directly on the kuo9 Platform — click the chat icon in the lower corner when logged in

Our support team operates in English and is available 24 hours a day, 7 days a week, including during Eid, Pohela Boishakh, and other public holidays in Bangladesh. Support hours are referenced in Bangladesh Standard Time (BST, UTC+6).

8.2 Updates to This Privacy Policy

kuo9 reviews this Privacy Policy at least once every 12 months and whenever there is a material change to how we process personal data — for example, when we introduce a new service, integrate a new game provider, or change our data-retention practices. When a material change is made, kuo9 will:

• Update the "Effective Date" shown at the top of this Privacy Policy and in the hero section of this page.
• Notify all registered players via their registered email address or SMS at least 14 days before the changes take effect, where those changes materially affect player rights.
• Where the changes require a new consent basis, provide you with a clear opportunity to review and accept the updated terms before continuing to use the Platform.

Your continued use of the kuo9 Platform after the effective date of an updated Privacy Policy constitutes acceptance of the revised terms, to the extent permitted by applicable law. If you do not agree with the changes, you have the right to close your account before the new policy takes effect by contacting [email protected].

8.3 Children and Age Restriction

The kuo9 Platform is strictly intended for adults aged 18 and above. kuo9 does not knowingly collect personal data from any individual under the age of 18. Age verification is a mandatory step of the registration process. If kuo9 becomes aware that personal data has been collected from a person under 18, that data will be deleted immediately and the associated account will be closed without delay. If you believe a minor has created an account on kuo9, please contact us immediately at [email protected].