joya vip Privacy Policy

1. Data We Collect

joya vip collects personal data through several channels: directly from you when you register an account or contact our support team; automatically through your use of the platform; and from trusted third-party payment providers and identity verification services where applicable. We collect only the data that is necessary for the purposes described in this policy.

1.1 Registration Data

When you create a joya vip account, we collect the following information:

• Full legal name
• Date of birth (for age verification purposes)
• Email address
• Mobile phone number
• Residential address (city and division within Bangladesh)
• Username and encrypted password

1.2 Identity Verification (KYC) Data

As part of our Know Your Customer (KYC) obligations, we may collect and retain copies of identity documents including:

• National Identity Card (NID) number and scan
• Passport bio-data page
• Driver's licence (front and reverse)
• Proof of address document (utility bill or bank statement dated within 90 days)
• Selfie photograph for liveness verification

1.3 Financial and Transaction Data

When you deposit or withdraw funds on joya vip, we collect and record:

• Payment method type (bKash, Nagad, Rocket, Upay, Visa, Mastercard)
• Mobile wallet number or card last-four digits (we do not store full card numbers)
• Transaction reference numbers issued by the payment provider
• Deposit and withdrawal amounts in Bangladeshi Taka (৳)
• Transaction timestamps in Bangladesh Standard Time (BST, UTC+6)

joya vip does not store full payment card numbers, CVV codes, or mobile banking PINs. Payment processing is handled via encrypted connections to our payment gateway partners.

1.4 Gameplay and Betting Data

Your activity on the joya vip platform is logged for operational, security, and responsible gaming purposes. This includes:

• Game sessions played (game title, studio, start and end time, wager amounts, outcomes)
• Sports bets placed (market, selection, odds, stake, settlement result)
• Bonus claims, wagering progress, and bonus expiry events
• Active session duration and frequency of play

1.5 Technical and Device Data

When you access joya vip, our servers automatically record certain technical information:

Data Type	Description	Purpose
IP Address	Your internet-facing IP at the time of access	Fraud prevention, geo-restriction enforcement
Device Type	Mobile, tablet, or desktop; operating system	Platform optimisation and support
Browser	Browser name and version	Compatibility and bug resolution
Session Tokens	Encrypted authentication tokens stored client-side	Secure login state management
Referrer URL	The URL from which you arrived at joya vip (if any)	Traffic analysis and marketing attribution

1.6 Communications Data

If you contact joya vip support via live chat or email, we retain a record of the communication including the content of messages, the date and time of correspondence, and the resolution applied. This data is used for quality assurance, dispute resolution, and to improve our support service. Communication records are retained for a minimum of 2 years.

2. How We Use Your Data

joya vip processes personal data only for lawful, specified, and transparent purposes. The primary purposes for which we use your data are as follows:

2.1 Account Management and Platform Operation

Your registration data is used to create and maintain your player account, authenticate your identity at login, and personalise your joya vip experience. This is the core operational basis for data processing and is necessary to fulfil our contractual obligations to you as a registered player.

2.2 Payment Processing

Financial data is used to process your deposits and withdrawals accurately and securely. Transaction data is shared with payment providers (bKash, Nagad, Rocket, Upay, Visa, Mastercard) only to the extent necessary to complete a specific transaction. We do not share financial data for any purpose unrelated to a player-initiated transaction.

2.3 Identity Verification and Fraud Prevention

KYC data is processed to verify that you are who you say you are, that you meet the 18+ age requirement, and that your account is not being used for fraudulent, money-laundering, or other prohibited purposes. This is a legal and operational necessity. Where fraud is suspected, relevant data may be shared with payment providers or law enforcement agencies as described in Section 3.

2.4 Responsible Gaming Compliance

Gameplay, session, and account activity data is used to monitor for indicators of problem gambling behaviour and to enforce any deposit limits, cooling-off periods, or self-exclusion requests you have activated. joya vip takes its responsible gaming obligations seriously, and data processing in this context is both a contractual and ethical obligation.

2.5 Customer Support

Communications data and account history are used by our support team to resolve queries, investigate complaints, and process dispute claims accurately. Support agents access only the data directly relevant to the issue being handled.

2.6 Marketing and Promotions

Where you have opted in to receive marketing communications, we may use your email address and mobile number to send you information about bonuses, seasonal promotions (such as Eid or Pohela Boishakh offers), and platform updates. You may withdraw your marketing consent at any time by contacting support or updating your account communication preferences. Withdrawal of marketing consent does not affect your account standing or access to the platform.

2.7 Legal Compliance and Reporting

We may be required to process and disclose personal data in order to comply with applicable legal obligations, regulatory directives, court orders, or law enforcement requests. In such cases, data is disclosed only to the extent strictly required and we will notify you where we are legally permitted to do so.

3. Data Sharing

3.1 Payment Service Providers

To process transactions, we share the minimum necessary financial data with our payment partners: bKash, Nagad, Rocket, Upay, and card processing networks. These providers operate under their own privacy policies and data security standards. joya vip selects payment partners that maintain industry-standard data protection practices.

3.2 Identity Verification Partners

Where automated KYC verification is used, we may share identity document images and associated data with a trusted third-party identity verification service provider. These partners are contractually bound to process data solely for the purpose of identity verification and are prohibited from using joya vip player data for any other purpose.

3.3 Technology and Infrastructure Partners

joya vip uses third-party cloud hosting, content delivery, and analytics infrastructure. Providers of these services may process certain technical data (such as server logs and performance metrics) in the course of delivering their services. These providers are data processors acting on joya vip's instructions and are bound by data processing agreements that restrict their use of your data.

3.4 Game Studio Providers

Games on the joya vip platform are supplied by third-party studios including Pragmatic Play, Evolution Gaming, NetEnt, Microgaming, Spribe, Ezugi, and others. These studios may receive anonymised or pseudonymised session data for the purpose of game operation, RTP auditing, and technical support. Individually identifiable personal data is not shared with game studios for marketing or profiling purposes.

3.5 Legal and Regulatory Disclosure

We may disclose personal data to law enforcement, regulatory authorities, or other third parties where required by law, court order, or where we have a good-faith belief that disclosure is necessary to protect the safety of joya vip, our players, or the public. Such disclosures are made on a strictly case-by-case basis and only to the extent required by the applicable legal instrument.

3.6 Business Transfers

In the event of a merger, acquisition, asset sale, or restructuring of the business operating joya vip, player personal data may be transferred to the acquiring entity as part of the transaction. In such circumstances, we will notify affected players in advance via their registered email address and will ensure that the receiving entity agrees to honour the privacy commitments described in this policy.

4. Cookies & Tracking

joya vip uses cookies and similar tracking technologies to operate the platform, maintain your login session, remember your preferences, and analyse how players use the site. This section explains the types of cookies we use and how you can manage them.

4.1 Strictly Necessary Cookies

These cookies are essential for the joya vip platform to function. They enable you to log in and stay authenticated, navigate between game categories, and process transactions. Strictly necessary cookies cannot be disabled without breaking core platform functionality. No consent is required for these cookies as they are operationally indispensable.

4.2 Functional Cookies

Functional cookies remember your preferences and settings — such as your preferred language display, notification settings, and responsible gaming reminders — so you do not have to reconfigure them on each visit. Disabling functional cookies will result in a less personalised experience but will not prevent access to the platform.

4.3 Analytics Cookies

joya vip uses analytics tools to understand aggregate player behaviour on the platform — for example, which game categories attract the most engagement, which pages have the highest exit rates, and how navigation flows through the site. Analytics data is collected in pseudonymised form and is used solely to improve the platform. You may opt out of analytics cookies via your browser settings.

4.4 Managing Cookies

Most modern browsers allow you to view, delete, and block cookies through the browser settings menu. Blocking all cookies will prevent joya vip from functioning correctly. If you wish to limit cookie use while retaining core platform functionality, we recommend blocking only third-party and analytics cookies while permitting first-party session cookies. Instructions for managing cookies in popular browsers (Chrome, Firefox, Safari, Edge) are available on those browsers' official support pages.

5. Data Retention

joya vip retains personal data only for as long as is necessary to fulfil the purposes described in this policy or as required by applicable law. The following table summarises our standard data retention periods:

Data Category	Retention Period	Basis
Account registration data	Duration of account + 5 years post-closure	Contractual obligation; fraud prevention
KYC / identity documents	Duration of account + 5 years post-closure	Legal compliance; AML obligations
Transaction records	7 years from transaction date	Financial record-keeping requirements
Gameplay logs	3 years from session date	Responsible gaming monitoring; dispute resolution
Support communications	2 years from last interaction	Quality assurance; dispute resolution
Marketing preferences	Until consent is withdrawn	Consent-based processing
Technical / server logs	90 days rolling	Security monitoring; technical operations

Following the expiry of the applicable retention period, personal data is securely deleted or irreversibly anonymised. Where anonymisation is used in preference to deletion, the resulting data can no longer be linked to any individual and is no longer considered personal data for the purposes of this policy.

6. Your Rights

As a joya vip player, you have a number of rights in relation to the personal data we hold about you. These rights are described below. To exercise any of these rights, contact our support team at [email protected] with the subject line "Privacy Request — [Your Right]".

6.1 Right of Access

You have the right to request a copy of the personal data joya vip holds about you. We will provide this in a structured, machine-readable format within 30 days of receiving a verified request. The first copy is provided free of charge; subsequent requests within a 12-month period may be subject to a reasonable administrative fee.

6.2 Right to Rectification

If any personal data we hold about you is inaccurate or incomplete, you have the right to request that it be corrected. For basic account data such as your contact email or phone number, corrections can be made directly through your account settings panel. For identity and KYC data, corrections must be submitted with supporting documentation via the support team.

6.3 Right to Erasure

You may request that joya vip delete the personal data we hold about you. This right is not absolute — we may be required to retain certain data to comply with legal obligations (such as anti-money-laundering record-keeping rules) even after your account is closed. Where erasure is legally permissible, we will action the request within 30 days and confirm the categories of data that have been deleted.

6.4 Right to Restriction of Processing

In certain circumstances — for example, while you contest the accuracy of data we hold, or while we investigate a complaint — you may request that we restrict our processing of your data to storage only. During a processing restriction, we will not use your data for any active purpose other than storage unless you provide consent or legal necessity requires otherwise.

6.5 Right to Data Portability

Where processing is based on your consent or on a contract, and where processing is carried out by automated means, you have the right to receive your personal data in a structured, commonly used, machine-readable format and to transmit that data to another controller. Requests for data portability are fulfilled within 30 days.

6.6 Right to Object to Marketing

You have an unconditional right to object to the processing of your personal data for direct marketing purposes at any time. If you object, we will immediately cease all marketing communications to you. Objecting to marketing does not affect your account status or access to the joya vip platform in any way.

7. Data Security

7.1 Technical Security Measures

The following technical controls are in place to protect player data on the joya vip platform:

• TLS/SSL Encryption: All data transmitted between your device and joya vip servers is encrypted using TLS 1.2 or higher. The padlock indicator visible in your browser confirms an active encrypted connection.
• Password Hashing: Player passwords are never stored in plain text. They are processed using a one-way cryptographic hash function with a unique per-account salt, meaning even joya vip staff cannot retrieve your original password.
• Database Encryption: Sensitive data fields within joya vip databases — including identity document references and financial data — are encrypted at rest using AES-256 standard encryption.
• Access Controls: Access to player data within joya vip's internal systems is governed by role-based access control (RBAC). Staff members can only access data that is directly relevant to their job function. All access is logged and audited.
• Two-Factor Authentication: joya vip supports two-factor authentication (2FA) for player accounts. We strongly recommend enabling 2FA via your account settings to add an additional layer of protection against unauthorised login.

7.2 Organisational Security Measures

Beyond technical controls, joya vip maintains organisational policies designed to protect player data, including staff data handling training, confidentiality agreements for all personnel with data access, regular internal security reviews, and an incident response process for reporting and containing potential data breaches.

7.3 Data Breach Notification

In the event of a personal data breach that poses a risk to the rights and freedoms of affected players, joya vip will notify affected individuals via their registered email address without undue delay. Notifications will describe the nature of the breach, the categories of data affected, the likely consequences, and the steps we have taken or propose to take in response.

8. Contact & DPO

If you have any questions, concerns, or requests relating to this Privacy Policy or the way joya vip handles your personal data, please contact our privacy team using the details below. We are committed to responding to all privacy-related inquiries within 5 business days.

Privacy and Data Protection Contact:

[email protected]

Please use the subject line "Privacy Request" or "Data Protection Query" so that your message is routed directly to the relevant team member. Support hours for email correspondence are 09:00–21:00 Bangladesh Standard Time (BST, UTC+6), Monday to Sunday. Live chat support is available 24/7 for urgent matters.

joya vip reserves the right to update this Privacy Policy at any time. Where changes are material, registered players will be notified via their registered email address prior to the changes taking effect. The effective date shown at the top of this page will be updated with each revision. We encourage you to review this page periodically to stay informed of how we protect your data.