joya's Privacy Policy

1 Introduction and Scope

Your privacy at joya matters to us. This privacy policy explains how we handle your personal information when you use our website, mobile application, and related services.

This policy applies to all joya products and services — including casino games, sports betting, and any type of account activity. By registering on our site or using our services, you automatically agree to this policy.

This policy is an integral part of our Terms and Conditions. Both documents together govern our relationship with you. If there is any conflict between them on data-related matters, this privacy policy takes precedence.

2 Data Collection

joya collects user information through various means. The data collected can broadly be divided into two categories — information provided by the user and information collected automatically.

2.1 Information You Provide

This includes information you provide yourself when opening an account and at various stages of using our services:

• Full name and date of birth
• Email address and mobile number
• Residential address
• National ID card or passport details (for identity verification)
• Payment account details — bKash, Nagad, Rocket, or Upay number
• Any information provided when contacting support

2.2 Automatically Collected Information

Some information is collected automatically when you use our site and app:

• IP address and device information
• Browser type and operating system
• Time and duration of site visits
• List of pages viewed and navigation patterns
• Game play history, deposit and withdrawal transaction records
• Information collected through cookies and similar technologies

2.3 Information Received from Third Parties

In some cases we may also receive information from trusted third-party service providers, such as identity verification agencies or payment processors. This information is used solely for account security and fraud prevention purposes.

3 Use of Data

We use collected information only for specific and legitimate purposes. Your information at joya may be used for the following:

1. Account management: Registration, login verification, and keeping your account secure.
2. Payment processing: Completing deposit and withdrawal transactions and preventing fraudulent activity.
3. Service improvement: Analysing game preferences to create a more relevant experience.
4. Communication: Notifying you of important account information, security alerts, and service changes.
5. Legal compliance: Maintaining records required under applicable laws and regulations.
6. Responsible gaming: Monitoring account behaviour to support users who may be at risk.

joya always seeks your consent before sending marketing communications. You can opt out of promotional messages at any time.

4 Data Storage and Security

joya follows multiple technical and organisational measures to ensure the security of your information.

4.1 Technical Security

• SSL (Secure Sockets Layer) encryption is used for all data transmission.
• Sensitive data such as passwords is protected using industry-standard hashing technology.
• Firewalls and intrusion detection systems are active on the server infrastructure.
• Payment information is held in a separate encrypted system and is not stored directly.

4.2 Data Retention Period

joya retains your information only for as long as necessary. Even after an account is closed, some information may be retained for a set period to meet legal obligations. Once that period ends, the information is securely deleted.

4.3 Organisational Measures

Only authorised staff may access users' personal information. All staff are bound by confidentiality agreements and receive regular security training.

5 Sharing Data with Third Parties

joya never sells your personal information. However, information may be shared to a limited extent in the following circumstances:

5.1 Service Partners

Trusted third-party organisations are used for payment processing, identity verification, and managing technical infrastructure. These organisations operate under strict confidentiality agreements and may not use the information beyond the specific purpose for which it was provided.

5.2 Legal Requirements

Information may be disclosed to fulfil legal obligations in response to a court order or a lawful request from a government authority. In such situations we always provide only the minimum information required.

5.3 Fraud and Money Laundering Prevention

If suspicious transactions or money laundering activity are detected, the relevant authorities may be notified. This process is essential for protecting users' interests and the security of the platform.

6 Cookies and Tracking Technologies

Cookies and similar tracking technologies are used on the joya website and app. They help improve your experience and ensure the site functions correctly.

6.1 Types of Cookies

• Essential cookies: Required for maintaining login state and managing sessions — these cannot be disabled.
• Functional cookies: Used to remember your language and preferences.
• Analytics cookies: Help monitor site usage and identify areas for improvement.

6.2 Cookie Controls

You can control or delete cookies through your browser settings. However, disabling essential cookies may cause some site features to stop working correctly.

7 User Rights

Every user registered at joya holds the following rights over their personal information:

1. Right to access: You have the right to know what information we hold about you and how we use it.
2. Right to rectification: You can request correction of inaccurate or incomplete information.
3. Right to erasure: In certain circumstances you can request that your information be deleted. However, where legal obligations exist, it may not be possible to delete all information.
4. Right to object: You can object at any time to marketing communications.
5. Right to data portability: You can request the information we hold about you in a structured format.

To exercise these rights, contact our support team. We aim to respond within 30 business days.

8 Protection of Minors

joya is for individuals aged 21 and above only. We do not collect information from minors and have no intention of doing so.

Age verification is mandatory at account registration. We confirm age through a national ID card or other valid documents. If a user is found to be under 21, their account is immediately closed and the relevant information is deleted.

To learn more about responsible gaming, read our Responsible Gaming Policy, which contains detailed information on age restrictions and setting play limits.

9 Contact and Complaints

For any questions or complaints regarding this privacy policy or the use of your information, please contact us. joya's support team is available 24 hours a day, 7 days a week.

9.1 Contact Methods

• Live Chat: Contact us directly via live chat on the site or app in Bengali or English.
• Email: [email protected]

9.2 Complaints Process

After receiving a privacy-related complaint, we send an initial acknowledgement within 7 business days and aim to provide a full response within 30 business days. You can also visit our Frequently Asked Questions (FAQ) section for general answers and information.

10 Policy Changes

joya reserves the right to amend this privacy policy as needed. If changes are made, the updated policy will be published on this page and the "Last Updated" date at the top of the page will change.

For significant changes, we will notify you via your registered email or through a notice when you access the site. Continued use of the site after changes have been made will be taken as your agreement to the updated policy.

To learn more about joya and get details about our services, visit the About Us page.