vhaggo Privacy Policy

1. Who We Are

vhaggo is an online gaming and sports betting platform operating at vhaggo.app, providing cricket betting, live casino games, slot games, and related entertainment services to players in Bangladesh. References to "vhaggo", "we", "us", or "our" throughout this Policy refer to the vhaggo platform and its operating entity.

vhaggo acts as the data controller in respect of the personal data it collects directly from you through your use of the platform. Where vhaggo engages third-party service providers to assist with payment processing, identity verification, or fraud prevention, those providers may act as data processors on vhaggo's behalf and are subject to binding data processing agreements that require them to handle your data securely and in accordance with this Policy.

If you have any questions about how vhaggo handles your personal data or wish to exercise any of your data rights, please contact the support team at [email protected] (plain text — not a clickable link).

2. Data We Collect

vhaggo collects personal data through several channels: directly from you when you register, verify your identity, make deposits or withdrawals, contact support, or respond to surveys; automatically through your use of the platform; and from third-party providers involved in payment processing and KYC verification.

2.1 Registration and Account Data

When you create a vhaggo account, we collect the following information:

• Full legal name (as it appears on your government-issued identity document)
• Date of birth (for age verification purposes)
• Residential address, including city and district (e.g., Dhaka, Chittagong, Sylhet, Khulna)
• Email address and mobile telephone number
• Account username and encrypted password
• Preferred currency (Bangladeshi Taka, BDT)

2.2 Identity Verification (KYC) Data

To comply with anti-money-laundering and responsible gaming obligations, vhaggo collects identity documents for KYC verification before processing withdrawals. This includes:

• Copies of government-issued identity documents (Bangladeshi National Identity Card, passport, or birth registration certificate)
• Proof of address documents (utility bills, bank statements, or mobile financial service statements from bKash, Nagad, or Rocket dated within the last three months)
• Selfie photographs taken during the live KYC process where applicable

2.3 Financial and Transaction Data

vhaggo records all financial activity on your account, including:

• Deposit and withdrawal amounts, dates, and payment methods used (bKash, Nagad, Rocket, Upay, Visa, Mastercard, and bank transfers)
• Betting and gaming history, including game names, wager amounts, outcomes, and timestamps
• Bonus and promotional redemption records
• Account balance history

vhaggo does not store full card numbers or mobile banking PINs. Payment credentials are handled by the relevant payment processors and are not retained on vhaggo's servers beyond what is required for transaction reference and reconciliation purposes.

2.4 Technical and Usage Data

When you access vhaggo, we automatically collect certain technical information through server logs, cookies, and similar technologies:

• IP address and approximate geolocation (country and city level)
• Device type, operating system, and browser version
• Pages visited, features used, session duration, and navigation patterns
• Referring URL (the page you visited before arriving at vhaggo)
• Error logs and crash reports

2.5 Communications Data

When you contact vhaggo's support team via live chat or email, we retain records of those communications, including your messages and any attachments, for quality assurance, dispute resolution, and training purposes. Communications are retained for a minimum of 12 months from the date of the interaction.

3. How We Use Your Data

vhaggo uses the personal data it collects for the following purposes:

Purpose	Data Used
Creating and managing your vhaggo account	Registration data, account username, email, phone number
Verifying your identity and age (KYC compliance)	Identity documents, date of birth, proof of address
Processing deposits and withdrawals	Financial data, payment method details, transaction history
Preventing fraud, money laundering, and account abuse	All categories, including technical data and transaction patterns
Providing responsible gaming tools and enforcing limits	Gaming history, deposit data, session data, self-exclusion status
Delivering customer support and resolving disputes	Communications data, account data, transaction records
Sending transactional notifications (deposits, withdrawals, security alerts)	Email address, phone number
Sending promotional communications (where consent is given)	Email address, phone number, gaming preferences
Improving platform performance and user experience	Technical and usage data (aggregated and anonymised where possible)
Complying with applicable legal and regulatory obligations	All categories as required by law

4. Legal Basis for Processing

vhaggo processes your personal data on the following legal bases:

• Contract Performance: Processing necessary to create your account, verify your identity, process payments, and deliver the gaming services you have requested.
• Legal Obligation: Processing required to comply with anti-money-laundering regulations, age verification obligations, and data retention requirements imposed by applicable law.
• Legitimate Interests: Processing carried out for fraud prevention, platform security, abuse detection, and improvement of vhaggo's services, where these interests are not overridden by your rights.
• Consent: Processing for direct marketing communications and the use of non-essential cookies, where you have provided explicit consent. You may withdraw consent at any time without affecting the lawfulness of processing prior to withdrawal.

5. Sharing Your Data

vhaggo does not sell your personal data. We share personal data only in the following limited circumstances and only to the extent necessary for the stated purpose:

• Payment Processors: bKash, Nagad, Rocket, Upay, Visa, Mastercard, Dutch-Bangla Bank, City Bank, and BRAC Bank receive transaction data necessary to process your deposits and withdrawals. These providers operate under their own privacy policies and are independently regulated.
• KYC and Identity Verification Providers: Third-party identity verification services receive copies of identity documents submitted during the KYC process. These providers are contractually bound to handle documents securely and to use them only for verification purposes.
• Fraud Prevention and Risk Management Services: Anonymised or pseudonymised data may be shared with fraud detection platforms to identify suspicious patterns across the industry.
• Game Studio Providers: Providers such as Pragmatic Play, Evolution Gaming, NetEnt, Microgaming, Spribe, and Ezugi may receive a session token and limited game-interaction data necessary to operate their games within the vhaggo platform. These providers do not receive your full profile data.
• Legal Authorities: vhaggo will disclose personal data to competent authorities where required to do so by law, court order, or in response to a valid legal process. vhaggo will notify affected players of such disclosure where legally permitted to do so.
• Business Transfers: In the event that vhaggo undergoes a merger, acquisition, or sale of assets, personal data held by vhaggo may form part of the transferred assets. Affected players will be notified in advance where practicable.

6. Cookies and Tracking Technologies

vhaggo uses cookies and similar tracking technologies to operate the platform, maintain your session, prevent fraud, and analyse usage patterns. The following categories of cookies are used:

• Essential Cookies: Required for the platform to function. These include session cookies that keep you logged in, security tokens that protect against cross-site request forgery, and cookies that store your language and currency preferences. These cookies cannot be disabled without affecting platform functionality.
• Analytical Cookies: Used to collect aggregated, anonymised data about how players use the platform, which pages are most visited, and where navigation flows break down. This data is used to improve the platform experience.
• Functional Cookies: Store your preferences such as game display settings, notification preferences, and responsible gaming tool configurations so that these are remembered between sessions.
• Marketing Cookies: Used with your consent to understand how you arrived at vhaggo and to measure the effectiveness of promotional campaigns. You may withdraw consent to marketing cookies at any time through your browser settings or the vhaggo cookie preference centre.

Most web browsers allow you to manage cookie preferences through the browser settings menu. Disabling essential cookies may prevent you from logging in or using core platform features.

7. Data Retention

vhaggo retains personal data for as long as is necessary for the purposes described in this Policy, or as required by applicable law. The following retention periods apply as a general guide:

• Account and registration data: Retained for the duration of your account and for 5 years after account closure, to comply with legal and regulatory obligations.
• KYC identity documents: Retained for a minimum of 5 years from the date of verification, in accordance with anti-money-laundering regulatory requirements.
• Transaction and financial records: Retained for 7 years from the date of the transaction for accounting and regulatory purposes.
• Customer support communications: Retained for 12 months from the date of the interaction, extendable where a dispute is ongoing.
• Technical and usage data: Retained in identifiable form for up to 12 months, after which it is aggregated and anonymised.
• Marketing consent records: Retained for the period of consent plus 3 years to demonstrate compliance.

When data reaches the end of its retention period, it is securely deleted or irreversibly anonymised. Deletion requests submitted under your right to erasure will be assessed against applicable legal retention obligations; where a legal obligation requires retention, the data will be retained but restricted from further processing beyond that obligation.

8. Security Measures

vhaggo takes the security of your personal data seriously and applies a layered set of technical and organisational controls to protect it:

• Encryption in Transit: All data transmitted between your device and vhaggo's servers is encrypted using 256-bit SSL/TLS encryption. Connections that do not meet the required security standard are rejected.
• Encryption at Rest: Sensitive data fields — including identity document images and payment references — are encrypted at rest using industry-standard symmetric encryption.
• Access Controls: Access to personal data is restricted on a need-to-know basis. vhaggo staff who require access to player data for legitimate operational purposes must authenticate through multi-factor authentication and are subject to role-based access controls.
• Intrusion Detection: vhaggo operates automated monitoring systems that detect and alert on unusual access patterns, login anomalies, and potential data exfiltration attempts.
• Security Reviews: vhaggo conducts regular internal security reviews and periodic independent security assessments of its infrastructure and data handling practices.

9. Your Data Rights

As a person whose data is processed by vhaggo, you have the following rights. To exercise any of these rights, please contact the support team at [email protected]. vhaggo will respond to all valid rights requests within 30 days of receipt.

• Right of Access: You have the right to request a copy of the personal data vhaggo holds about you, free of charge, in a structured and accessible format.
• Right to Rectification: If any personal data vhaggo holds about you is inaccurate or incomplete, you have the right to request that it be corrected. You may update most profile information directly through your account settings.
• Right to Erasure ("Right to be Forgotten"): You may request that vhaggo delete your personal data. This right applies where the data is no longer necessary for the purpose for which it was collected, where you withdraw consent (and no other legal basis applies), or where the data has been unlawfully processed. This right is subject to legal retention obligations.
• Right to Restriction of Processing: You may request that vhaggo restrict the processing of your personal data in certain circumstances, for example while a rectification request is being assessed.
• Right to Data Portability: Where processing is based on consent or contract performance, you have the right to receive your personal data in a commonly used, machine-readable format for the purpose of transferring it to another service provider.
• Right to Object: You have the right to object to processing carried out on the basis of vhaggo's legitimate interests, and to opt out of direct marketing communications at any time without providing a reason.
• Right to Withdraw Consent: Where processing is based on your consent, you may withdraw that consent at any time. Withdrawal does not affect the lawfulness of processing carried out before the withdrawal.

10. Children's Privacy

The vhaggo platform is strictly intended for adults aged 18 years and over. vhaggo does not knowingly collect personal data from individuals under the age of 18. Age is verified through the KYC process required before any withdrawal is processed. Where vhaggo discovers or has reasonable grounds to believe that a person under 18 has registered an account, that account will be immediately closed, all personal data associated with the account will be deleted in accordance with our retention policy, and any deposited funds will be returned to the originating payment source.

If you believe that a minor may have created a vhaggo account, please notify the support team immediately at [email protected]. We take underage gambling extremely seriously and will act promptly on all such reports.

11. Marketing Communications

vhaggo may send you promotional emails, SMS messages, and in-platform notifications about bonuses, new games, seasonal promotions (such as Eid, Pohela Boishakh, Victory Day offers), and VIP program updates. Marketing communications are sent only where you have provided your consent at registration or subsequently through your account notification preferences.

You may opt out of marketing communications at any time by:

• Clicking the unsubscribe link included at the bottom of every marketing email;
• Updating your notification preferences in the account settings section of the vhaggo platform; or
• Contacting the support team at [email protected] and requesting to be removed from all marketing lists.

Opting out of marketing communications does not affect transactional notifications such as deposit confirmations, withdrawal status updates, security alerts, or system maintenance notices — these are sent on the basis of contract performance and cannot be disabled while your account remains active.

12. Changes to This Privacy Policy

vhaggo reserves the right to update this Privacy Policy at any time. When material changes are made — meaning changes that affect the way we collect, use, or share your personal data in a significant way — we will notify registered players by email to their registered address and/or by an in-platform notification at least 7 days before the changes take effect.

Minor changes, such as corrections to typographical errors or clarifications that do not alter the substance of any provision, may be made without advance notice. The version date displayed at the top of this document reflects the date on which the current version was last revised. We encourage you to review this Policy periodically to stay informed about how vhaggo protects your data.

Your continued use of the vhaggo platform after the effective date of any revised Privacy Policy constitutes your acceptance of the updated terms. If you do not agree with a material change, you may close your account before the change takes effect and request deletion of your personal data subject to applicable retention obligations.

13. Contact and Complaints

If you have questions, concerns, or complaints about this Privacy Policy or about the way vhaggo handles your personal data, please contact our support team in the first instance:

When submitting a data-related enquiry or rights request, please include your registered account username and a clear description of your request. This allows the support team to locate your account record and respond accurately. For formal rights requests (access, erasure, portability), vhaggo may ask you to confirm your identity before processing the request to protect against unauthorised requests made by third parties.

vhaggo is committed to resolving all data-related complaints promptly and fairly. If you remain unsatisfied with vhaggo's response to your complaint after engaging the support team, you retain the right to seek independent redress through a relevant dispute resolution mechanism or competent authority, depending on your jurisdiction and applicable law.