lu99's Privacy
Policy
Your personal information is of the highest importance to us. lu99 is committed to protecting every user's privacy.
Table of Contents
Introduction & Applicability
lu99 ("we", "our", "platform") provides a safe and reliable online betting and casino service for users in Bangladesh. This privacy policy describes how we collect your personal information, the purposes for which we use it, how long we retain it, and how we keep it secure.
By using lu99's website, mobile version, or any related services, you consent to the terms of this privacy policy. If you do not agree with any part of this policy, you are advised to stop using our services.
This policy should be read together with our Terms & Conditions. Both documents together define the legal relationship between lu99 and the user.
What Information We Collect
lu99 collects only the information necessary to provide our services, ensure security, and improve the user experience. The following types of information are collected:
2.1 Registration & Identity Information
- Full name and date of birth
- Valid email address and mobile number
- National ID (NID) or passport number (for verification purposes)
- Residential address
2.2 Financial Information
- bKash, Nagad, Rocket, or Upay account number (to process transactions)
- Bank account details (for bank transfers)
- Deposit, withdrawal, and betting history
- Balance and transaction records
2.3 Device & Technical Information
- IP address and geographic location
- Browser type, operating system, and device model
- Site access times, session duration, and navigation patterns
- Information collected from cookies and similar tracking technologies
2.4 Communication Information
When you contact our customer support team via live chat or email, a record of that conversation is retained for quality control and training purposes.
Important: lu99 never stores your full card number, CVV code, or banking password. All financial transactions are completed securely via SSL encryption.
Purpose of Using Information
lu99 uses your personal information for the following lawful purposes:
- Account Management: To complete the registration, verification, and login process.
- Financial Transactions: To accept deposits, process withdrawals, and issue bonuses.
- Security & Fraud Prevention: To detect unusual activity on accounts and prevent unauthorized access.
- Responsible Gaming: To monitor user gaming patterns and identify potentially problematic behavior.
- Customer Support: To effectively resolve your questions and complaints.
- Legal Compliance: To comply with applicable laws and regulations.
- Service Improvement: To enhance the platform's functionality, security, and user experience.
- Communication: To notify you of important account-related updates, security alerts, and policy changes.
Information Storage & Protection
lu99 uses industry-leading technology to protect your information. Our security measures include:
- SSL/TLS Encryption: All data transmissions are secured using industry-standard SSL encryption.
- Encrypted Storage: Stored sensitive information is kept in encrypted form.
- Access Controls: Only authorized personnel may access information, and only as required for their work.
- Regular Security Audits: Regular audits are conducted to identify and address vulnerabilities in our systems.
- Firewall & DDoS Protection: Our servers operate under advanced firewall and attack-prevention systems.
4.1 Data Retention Period
Your information is retained for as long as your account is active. Even after account closure, certain information may be retained for a defined period to meet legal and regulatory requirements. Financial transaction records are retained with particular care.
Sharing Information with Third Parties
lu99 never sells or rents your personal information. However, specific information may be shared with third parties in the following limited circumstances:
5.1 Payment Processors
Necessary information is shared with bKash, Nagad, Rocket, Upay, and bank transfer services to complete your transactions. These providers operate under their own privacy policies.
5.2 Technology & Service Partners
Game software providers (such as Pragmatic Play, Evolution Gaming, JILI, PG Soft, Spribe, Ezugi, Microgaming, NetEnt) are contracted with us to deliver services. Information shared with these partners is limited strictly to the purpose of providing those services.
5.3 Legal Requirements
Information may be disclosed to fulfill a lawful order from a competent authority, a court order, or a regulatory requirement. In such cases, we provide only the information legally required.
5.4 Business Transfers
In the event of a business merger, acquisition, or asset sale, your information may be transferred. In such circumstances, we will notify you in a timely manner.
Notice: Outside the circumstances described above, lu99 does not share your information with any marketing agencies, advertisers, or unrelated third parties.
Cookies & Tracking Technologies
Cookies and similar technologies are used on the lu99 website. Cookies are small text files stored on your device that help improve your browsing experience.
6.1 Essential Cookies
These cookies are essential for the basic functionality of the website — such as maintaining login sessions, ensuring security, and keeping gameplay running. Disabling these cookies will prevent the service from working correctly.
6.2 Functional Cookies
These cookies are used to remember your preferences (language, interface settings) so you do not have to re-configure everything each time you log in.
6.3 Analytics Cookies
Anonymous analytics data is collected to understand which parts of the website are used most and to improve the service. This data does not identify any individual.
You can control or delete cookies through your browser settings. However, doing so may limit some services.
Your Rights Regarding Your Information
lu99 users enjoy the following rights regarding their personal information:
- Right of Access: The right to know what information we hold about you and to receive a copy of it.
- Right to Rectification: The right to request correction of inaccurate or incomplete information in your account.
- Right to Erasure: The right to request deletion of your information in certain circumstances, except for information retained to fulfill legal or contractual obligations.
- Right to Restrict Processing: The right to request that the use of your information be limited in certain cases.
- Right to Portability: The right to receive your information in a structured, machine-readable format.
- Right to Object: The right to object to the use of your information for specific purposes.
To exercise these rights, contact us through the means listed in the Contact section below. We will review your request as quickly as possible.
Account Closure & Data Deletion
You may request to close your lu99 account at any time. The account closure process:
- Contact the customer support team via live chat or email.
- The account closure process will begin after your identity has been verified.
- Any existing balance in the account must be settled in accordance with the applicable rules.
- After account closure, certain information will be retained for a defined period due to legal obligations.
After account closure, your identity information and financial transaction records are retained for the legally required period. Once that period ends, the data is securely deleted or anonymized.
Privacy of Minors
lu99 strictly provides services only to users aged 21 and above. We do not knowingly collect personal information from any minor.
If a minor attempts to register on our platform and we become aware of it, that account will be closed immediately and the associated information will be deleted. If a parent or guardian believes their child has registered on this platform, please contact us immediately.
Changes to the Policy
lu99 reserves the right to update this privacy policy periodically as needed. If significant changes are made to the policy, we will notify you in the following ways:
- A notification will be sent to the email address registered on your account.
- Through a notice presented when you log in to the website.
- The "Last Updated" date at the top of this page will be changed.
Continued use of lu99 after changes are made will be taken as your agreement to the updated policy. If the changes are not acceptable to you, you are advised to stop using the service and request account closure.
Contact & Complaints
If you have any questions, comments, or complaints about this privacy policy, contact lu99 through the following channels:
Our team will review your privacy-related requests and complaints as quickly as possible and take the necessary steps.
Related Documents: Alongside this privacy policy, you are advised to read our Terms & Conditions and Responsible Gaming Guidelines. These three documents together define the complete terms of using lu99's services.