hg99 Privacy Policy — How We Handle Your Data

Section 2

2. Information We Collect

hg99 collects personal data in several ways: directly from you when you register or use the Service, automatically through your interaction with the platform, and in some cases from third-party sources such as payment providers. The categories of data we collect include the following.

Data categories collected

• 2.1Identity and Contact Data: when you register an account, we collect your mobile phone number, chosen username, date of birth (to verify the minimum age of 21), and any name or identification document you provide during KYC verification.
• 2.2Financial Data: transaction records including deposit amounts, withdrawal requests, payment method identifiers (e.g., the last four digits of a bKash or Nagad wallet number), and account balance history. hg99 does not store full payment credentials — payment transactions are processed by the relevant payment provider (bKash, Nagad, Rocket, or Upay) on their own secure infrastructure.
• 2.3Technical Data: IP address, device type, operating system, browser type and version, screen resolution, and session timestamps. This data is collected automatically when you access the hg99 platform and is used for security, fraud prevention, and platform optimisation purposes.
• 2.4Usage Data: records of games played, bets placed, betting markets accessed, promotional offers claimed, and customer support interactions. This data is used to personalise your experience on the platform and to comply with our responsible gaming obligations.

Section 3

3. How We Use Your Personal Data

hg99 uses personal data only for legitimate purposes directly related to operating the Service and fulfilling our obligations to you and to applicable regulators. The following is a complete description of the purposes for which we process your data.

• 3.1Account management: to create and maintain your hg99 account, verify your identity and age, process your login sessions, and enable account security features such as OTP verification on new devices.
• 3.2Payment processing: to record and reconcile deposits and withdrawals, communicate with payment providers (bKash, Nagad, Rocket, Upay) to complete transactions, and detect fraudulent or unauthorised payment activity on your account.
• 3.3Service delivery: to provide access to the games, betting markets, promotions, and other features of the hg99 platform; to personalise your experience based on your game history and preferences; and to send you transactional notifications such as deposit confirmations and withdrawal updates.
• 3.4Responsible gaming compliance: to monitor betting and deposit patterns for indicators of problem gambling; to enforce deposit limits, session reminders, and self-exclusion requests that you have applied to your account; and to fulfil our duty of care obligations under our Responsible Gaming Policy.
• 3.5Legal and regulatory compliance: to fulfil KYC (Know Your Customer) and AML (Anti-Money Laundering) obligations; to respond to lawful requests from law enforcement, regulatory authorities, or courts; and to retain records for the minimum periods required by applicable law.
• 3.6Marketing communications (with your consent only): to send promotional offers, bonus notifications, and seasonal promotions — for example, Eid or Pohela Boishakh special offers — via SMS or email. You may withdraw consent for marketing communications at any time through your account settings without affecting the lawfulness of prior processing.

Section 5

5. Data Sharing and Disclosure

hg99 does not sell or rent your personal data to third parties. We may share your personal data in the following limited circumstances only.

• 5.1Payment providers: when you make a deposit or withdrawal, hg99 shares the minimum necessary transaction data with the relevant payment provider (bKash, Nagad, Rocket, or Upay) to complete the transaction. Payment providers process this data under their own privacy policies and are independently responsible for the security of that processing.
• 5.2Game content providers: hg99's game library is powered by third-party game studios including Pragmatic Play, Evolution Gaming, Ezugi, and others. These providers may receive limited technical data (such as session tokens or bet amounts) as part of the game delivery process. They do not receive your identity or contact data.
• 5.3Legal and regulatory authorities: hg99 may disclose personal data to law enforcement agencies, regulatory bodies, or courts where we are required to do so by applicable law, or where disclosure is necessary to protect hg99's legitimate legal interests (for example, to investigate and prosecute fraud or money laundering).
• 5.4Service providers: hg99 engages third-party service providers (for example, hosting providers, fraud detection services, and customer support platforms) who process personal data on our behalf as data processors. These providers are contractually bound to process data only as instructed by hg99 and to maintain appropriate security measures.

Section 7

7. Data Security

hg99 implements appropriate technical and organisational security measures to protect your personal data against unauthorised access, accidental loss, destruction, or disclosure. These measures include SSL/TLS encryption for all data in transit, access controls limiting data access to authorised personnel only, regular security reviews of the platform infrastructure, and secure storage of KYC documents with restricted access.

While hg99 takes all reasonable steps to protect your data, no internet-based service can guarantee absolute security. You are also responsible for keeping your account credentials confidential and for using a strong, unique password. If you believe your account has been compromised, you should contact hg99 support immediately via live chat so that we can take prompt action to secure your account.

Section 9

9. Your Rights as a Data Subject

hg99 respects your rights in relation to your personal data. You may exercise any of the following rights by contacting the hg99 support team via live chat or by email at [email protected]. We will acknowledge your request within 48 hours and aim to resolve all data subject requests within a reasonable timeframe.

• 9.1Right of access: you have the right to request a copy of the personal data that hg99 holds about you. We will provide a summary of your personal data in a commonly used format within a reasonable period of receiving a verified request.
• 9.2Right to rectification: if any personal data that hg99 holds about you is inaccurate or incomplete, you have the right to request that it be corrected. You may also update certain account details (such as your contact number) directly through your account settings.
• 9.3Right to erasure: you may request that hg99 delete personal data that it holds about you where it is no longer necessary for the purpose for which it was collected, where you have withdrawn consent (and no other legal basis applies), or where processing is unlawful. This right is subject to overriding legal retention obligations.
• 9.4Right to restrict processing: you have the right to request that hg99 restrict the processing of your personal data in certain circumstances — for example, while a dispute about the accuracy of the data is being resolved.
• 9.5Right to withdraw consent: where hg99 relies on your consent as the legal basis for processing (for example, for marketing communications), you have the right to withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of any processing carried out prior to the withdrawal.

Section 11

11. Changes to This Privacy Policy

hg99 may update this Privacy Policy from time to time to reflect changes in our data processing practices, applicable law, or platform features. When we make material changes to this Policy, we will update the "Last updated" date at the top of this page and, where appropriate, notify registered players via their registered contact channel.

Your continued use of the hg99 Service after any update to this Privacy Policy constitutes your acceptance of the revised Policy. If you do not agree with the revised Privacy Policy, you must stop using the Service and contact support to request account closure. We encourage you to review this Privacy Policy periodically to stay informed about how hg99 is protecting your personal data.