Privacy Policy

Introduction

Welcome to lu9. We are committed to protecting the privacy and personal information of every player who uses our platform. This Privacy Policy describes what data lu9 collects, why we collect it, how we use it, and the rights you hold as a user of our service. By accessing or using the lu9 website and its associated services, you acknowledge that you have read and understood this policy.

lu9 is Bangladesh's trusted online gaming platform, offering cricket betting, live casino games, slot games, and crash games to players across Dhaka, Chittagong, Sylhet, Rajshahi, Khulna, Barisal, Rangpur, Mymensingh, Cox's Bazar, and beyond. Because we handle financial transactions and account information, we take your privacy extremely seriously and implement strict data governance practices at every level of our operations.

Information We Collect

lu9 collects personal information through various means when you register, deposit funds, place bets, contact support, or interact with our platform. The categories of information we may collect include:

• Identity information: full name, date of birth, gender, and a government-issued identification document number as required for account verification.
• Contact information: email address, mobile phone number, and city or district of residence within Bangladesh.
• Financial information: deposit and withdrawal records, payment method identifiers (such as bKash, Nagad, Rocket, or Upay mobile wallet references, or bank account details), and transaction history.
• Technical information: IP address, device type, browser type and version, operating system, session timestamps, and log data generated during your interaction with the platform.
• Behavioural information: gaming history, betting patterns, session duration, pages visited, features used, and promotional offers claimed or viewed.

We collect only the minimum amount of personal data necessary to operate our services, comply with applicable obligations, and provide you with a secure and enjoyable gaming experience. We do not collect sensitive personal data beyond what is required for identity verification and responsible gaming checks.

How We Use Your Information

The personal data we collect is used strictly for purposes that are necessary to deliver our services or that you have consented to. Specifically, lu9 uses your information to:

• Create and manage your player account, verify your identity, and ensure that only eligible users aged 21 and above access gaming services.
• Process deposits and withdrawals via bKash, Nagad, Rocket, Upay, Visa, Mastercard, and supported bank transfer partners, and to maintain accurate transaction records.
• Deliver and improve our gaming products, including cricket betting markets, live casino tables, slot titles, and crash games, based on your preferences and platform usage.
• Send you promotional offers, bonus notifications, and service updates if you have opted in to marketing communications. You may opt out at any time by contacting our support team.
• Conduct responsible gaming assessments, identify patterns that may indicate problem gambling behaviour, and enforce any self-exclusion or deposit limit requests you have submitted.
• Detect and prevent fraud, money laundering, unauthorised account access, and other illegal activity, and to fulfil any legal or regulatory obligations that apply to our operations.

Data Sharing and Disclosure

lu9 does not sell, rent, or trade your personal information to third parties for their own marketing purposes. We may share your data only in the following limited circumstances:

• Service providers and technology partners: We engage trusted third-party vendors (such as payment processors, KYC verification providers, and cloud hosting partners) who process data strictly on our behalf and under binding confidentiality agreements.
• Legal and regulatory obligations: We may disclose data to competent authorities, courts, or regulators when we are legally required to do so or when necessary to protect the rights, property, or safety of lu9, our users, or the public.
• Business transfers: In the unlikely event of a merger, acquisition, or asset sale, user data may be transferred as part of that transaction, provided the receiving party commits to the same privacy standards described in this policy.

In all cases, data sharing is limited to what is strictly necessary and is governed by appropriate contractual and legal safeguards. lu9 has no affiliation with, and does not share data with, unsolicited third-party advertisers.

Cookies and Tracking Technologies

lu9 uses cookies and similar tracking technologies to operate our platform effectively. Cookies are small text files stored on your device that help us remember your session preferences, maintain your login state, and collect anonymised analytics about how our platform is used. We use both session cookies (which expire when you close your browser) and persistent cookies (which remain until you delete them or they reach their expiry date).

You can control or disable cookies through your browser settings. Please note that disabling certain cookies may affect the functionality of the lu9 platform. We do not use tracking technologies to serve targeted advertisements from external advertising networks.

Data Retention

lu9 retains your personal data for as long as your player account remains active and for a reasonable period thereafter, as required to fulfil the purposes described in this policy. Financial transaction records and identity verification documents are retained for the period required by applicable law and financial regulations, which may extend beyond account closure.

When your data is no longer required for any legitimate purpose, lu9 will securely delete or anonymise it in accordance with our internal data lifecycle procedures. You may request deletion of your account and associated data at any time by contacting our support team, subject to any mandatory retention obligations.

Security of Your Data

lu9 employs industry-standard technical and organisational security measures to protect your personal data against unauthorised access, alteration, disclosure, or destruction. These measures include SSL/TLS encryption for all data transmitted between your device and our servers, secure password hashing, firewalls, access controls, and regular security audits of our systems.

While we apply rigorous protections, no online platform can guarantee absolute security. If you become aware of any unauthorised use of your lu9 account or suspect a security breach, please contact our support team immediately at [email protected]. We recommend that all users choose strong, unique passwords and enable any available two-factor authentication options.

Payment Data and Financial Security

All payment-related data handled by lu9 — including bKash, Nagad, Rocket, and Upay mobile wallet transactions, as well as Visa and Mastercard card details — is processed through secure, encrypted channels. lu9 does not store full card numbers or mobile banking PINs on its servers. Payment processing is performed by certified third-party payment partners who operate their own security infrastructure under strict standards.

We conduct regular reconciliation and monitoring of financial transactions to detect any suspicious activity. If our systems identify unusual deposit or withdrawal behaviour linked to your account, our compliance team may contact you to verify the transaction before processing.

Your Rights as a User

lu9 respects your rights in relation to the personal data we hold about you. Subject to applicable law, you have the right to:

• Access: Request a copy of the personal data lu9 holds about you.
• Rectification: Request correction of any inaccurate or incomplete data we hold.
• Erasure: Request deletion of your personal data, subject to our mandatory legal retention periods.
• Restriction: Request that we restrict the processing of your data in certain circumstances, for example while a correction request is being resolved.
• Objection: Object to the processing of your personal data for direct marketing purposes, or where processing is based on our legitimate interests.

To exercise any of these rights, please contact our support team directly at [email protected] with the subject line 'Data Rights Request'. We aim to acknowledge all requests within 72 hours and to resolve them within 30 days. We may need to verify your identity before processing your request.

Third-Party Links

The lu9 platform may contain informational references to third-party services such as payment providers or game studios. lu9 does not control the content or privacy practices of any external services. We strongly encourage users to review the privacy policies of any third-party service they interact with independently of the lu9 platform. lu9 accepts no responsibility for the data handling practices of third parties.

Children's Privacy

lu9 is strictly an adults-only platform intended for users aged 21 and above. We do not knowingly collect, store, or process personal data from individuals under the age of 21. If we discover that personal data has been submitted by a person under 21 years of age, we will take immediate steps to permanently delete that data and close the associated account without notice. Parents and guardians are encouraged to use parental control tools to prevent minors from accessing online gaming platforms.

Changes to This Privacy Policy

lu9 reserves the right to update or amend this Privacy Policy at any time. When material changes are made, we will update the 'Last Updated' date at the top of this page and, where required, notify registered users via email. Your continued use of the lu9 platform after any changes constitutes your acceptance of the revised policy.

We recommend that all users periodically review this Privacy Policy to stay informed about how lu9 protects their data. If you have any questions or concerns about a specific change, please contact us before continuing to use the platform.

Contact Us

If you have any questions, concerns, or requests relating to this Privacy Policy or the way lu9 handles your personal data, our support team is available around the clock. We are committed to resolving all privacy-related enquiries promptly and transparently.

Email: [email protected]