Lu9 Privacy Policy –
Your Data, Our Responsibility

1Introduction

Lu9 ("we", "us", "platform") is committed to providing a safe and trusted experience for online gaming users in Bangladesh. This Privacy Policy explains in full how your personal information is collected when you use the lu9 website and app.

We believe privacy is a fundamental right. That is why lu9 never collects your data without your consent or sells it to third parties. Our Privacy Policy is fully transparent — what is written here is exactly what we do.

This policy applies to all lu9 services: the website, mobile app, customer support communications, and any promotional activities.

2What Information We Collect

Lu9 only collects information that is necessary to provide its services. We do not ask for anything beyond that. Details are listed below:

Directly Provided Information

• Identity Information: Name, date of birth, and nationality.
• Contact Information: Email address, mobile number.
• Account Information: Username, password (encrypted), security questions.
• Financial Information: Mobile banking number (Mobile Banking/Nagad/Rocket), transaction history.
• Identity Verification (KYC): A copy of your National ID Card or passport (if requested).

Automatically Collected Information

• Device Information: IP address, browser type, operating system.
• Usage Data: Login time, session duration, pages visited, click patterns.
• Gaming Data: Games played, bet amounts, and win/loss records.
• Location Data: Approximate location only (IP-based); precise GPS location is not collected.

Data Type	Purpose of Collection	Mandatory?
Name & Date of Birth	Identity Verification & Age Confirmation	Yes
Email & Mobile	Account Communication & Security	Yes
Mobile Banking Information	Deposit & Withdrawal Process	Yes
IP Address	Security Monitoring & Geo-Restrictions	Automatic
Gaming History	Responsible Gaming Monitoring	Automatic
National ID Card	KYC Verification	When Necessary

3How We Use Your Information

Lu9 uses your personal information for specific purposes only. It is never used for anything beyond what is listed here.

• Account Management: For registration, login, password recovery, and account security.
• Financial Transactions: Processing deposits, withdrawals, and transaction verification.
• Customer Support: To handle your complaints, questions, and support requests.
• Security & Fraud Prevention: To detect suspicious activity and keep accounts secure.
• Legal Obligations: To comply with KYC and AML (Anti-Money Laundering) regulations under applicable law.
• Responsible Gaming: To detect excessive gaming patterns and send timely alerts.
• Service Improvement: Analyzing anonymized usage data to improve the platform experience.
• Promotional Communications: To inform you of offers and promotions with your consent (you can unsubscribe at any time).

4Data Storage & Retention Period

Lu9 retains your data only for as long as it is needed or legally required. Retention periods are outlined below:

• Account Information: For the duration of active account use, and up to 5 years after closure.
• Transaction Records: A minimum of 5 years, as required by financial regulations.
• KYC Documents: 5 years after verification, or as required by applicable law.
• Customer support contact: 3 years.
• Log Files & Session Data: 90 days.

Once the retention period expires, lu9 securely deletes or anonymizes your data. You may request account deletion at any time — however, certain information may need to be retained for a specified period due to legal obligations.

5Sharing Data with Third Parties

Lu9 never sells your personal data. It may only be shared in the limited circumstances described below:

• Payment providers: Payment services like Mobile Banking, Nagad, and Rocket only receive the information necessary to complete a transaction.
• Game software providers: Minimum data required to run games (e.g., session ID).
• Law Enforcement: As required by a valid court order or government directive.
• KYC/AML Services: Documents applicable for identity verification.
• IT Security Partner: To ensure cybersecurity, under strict confidentiality agreements.

6Cookies & Tracking Technologies

Lu9's website and app use cookies and similar technologies to enhance your experience.

Cookie Types

• Essential Cookies: Required for login sessions and security. The site cannot function properly without these.
• Functional Cookies: Remembers your preferences (language, settings, etc.).
• Analytics Cookies: Collects anonymous usage statistics to improve the site.
• Security Cookies: Helps with fraud and bot detection.

You can disable cookies from your browser settings. However, disabling essential cookies may affect certain features of the site.

7Security Measures

Lu9 uses industry-standard technology to protect your data. Our security framework includes:

• 256-bit SSL/TLS Encryption: All data transfers are encrypted.
• Two-Factor Authentication (2FA): An additional layer of security for account login.
• Firewall & DDoS Protection: Server protection against external attacks.
• Regular Security Audits: Regular audits conducted by third-party experts.
• Data Masking: Sensitive information (such as card numbers) is partially masked.
• Restricted Access: Only authorized personnel may access specific data.

8Your Rights

Every registered user on lu9 has the following rights regarding their personal data:

9Children's Privacy

Lu9 strictly prohibits anyone under 18 from accessing the platform. We do not knowingly collect personal information from minors.

If a child has accidentally provided information, parents or guardians can contact our support team and the data will be deleted and the account closed immediately.

10Privacy Policy Changes

Lu9 may update this Privacy Policy when necessary. For significant changes, we will notify you by email or via a platform notification.

The date of each update is noted at the top of the page. Continued use of the platform after any changes will be considered acceptance of the updated policy.

11Contact Us

For any questions or requests regarding our Privacy Policy, please contact our data protection team:

• Email: [email protected]
• Support: Via 24/7 Live Chat
• Response Time: Within 48 hours