w19 Privacy Policy

w19 is committed to handling personal data responsibly, transparently, and in a manner consistent with the trust that players place in us when they register and play on the Platform. We collect only the data we genuinely need to operate a secure, compliant, and high-quality online casino and sports betting service tailored for players in Bangladesh.

This Policy should be read alongside the Terms & Conditions, which govern the overall contractual relationship between you and w19. Capitalised terms used but not defined in this Policy carry the meanings assigned to them in the Terms & Conditions.

We may update this Policy from time to time to reflect changes in our data practices, applicable law, or operational requirements. When a material update is made, the "Effective Date" shown above will be revised. Your continued use of the Platform after a Policy update constitutes acceptance of the revised Policy. We recommend reviewing this page periodically.

w19 collects personal data through several channels: directly from you when you register or interact with the Platform, automatically through your use of the Platform, and from trusted third-party verification and payment services. The categories of data collected are set out below.

w19 uses the personal data it collects for the following purposes. We only process data where we have a lawful basis for doing so — primarily contractual necessity (to provide you with the service you have requested), legal obligation (to comply with identity verification and anti-money laundering requirements), legitimate interest (to protect the Platform and other players), or your explicit consent (for marketing communications).

• Account creation and management: To register your account, verify your identity, and administer your player profile, including processing deposits and withdrawals in BDT.
• Service delivery: To provide access to games and betting markets, process bets, calculate winnings, apply bonuses, and generate account statements.
• Identity verification and KYC compliance: To confirm that you meet the 21+ age requirement and to satisfy our obligations under applicable anti-money laundering and fraud prevention requirements.
• Fraud prevention and security: To detect, investigate, and prevent fraudulent activity, account takeovers, bonus abuse, money laundering, and other prohibited conduct as described in the Terms & Conditions.
• Responsible gaming: To monitor gameplay patterns that may indicate problem gambling behaviour, to enforce player-requested limits and self-exclusion arrangements, and to initiate responsible gaming interventions where appropriate.
• Customer support: To respond to your enquiries, resolve disputes, process complaints, and maintain an accurate record of all interactions with our support team.
• Platform improvement: To analyse aggregated, anonymised usage data in order to improve the performance, reliability, and user experience of the w19 Platform.
• Marketing communications: Where you have given explicit consent, to send you promotional offers, bonus notifications, seasonal promotions (such as Eid or BPL cricket season offers), and other marketing material by email or SMS. You may withdraw this consent at any time.
• Legal compliance: To comply with applicable legal obligations, to respond to lawful requests from competent authorities, and to enforce our Terms & Conditions.

w19 does not use automated decision-making or profiling that produces legal or similarly significant effects on players without human review. Where automated tools are used to flag accounts for fraud or responsible gaming review, a member of our team will conduct a manual assessment before any account action is taken.

The categories of third party with whom w19 may share your personal data, and the basis for that sharing, are as follows:

• Payment processors: bKash, Nagad, Rocket, Upay, Visa network processors, and Mastercard network processors receive the minimum transaction data necessary to process your deposits and withdrawals. Each of these providers operates under their own privacy policy and security standards.
• Identity verification services: Third-party KYC and AML screening providers may process your name, date of birth, address, and identity document data to verify your identity and screen for sanctions or politically exposed person (PEP) status, as required by applicable law.
• Game providers: Studios including Pragmatic Play, Evolution Gaming, NetEnt, Microgaming, Spribe, and Ezugi may receive a pseudonymous player identifier and session data in order to deliver their games. These providers do not receive your full name, address, or payment details.
• Technology and hosting providers: Trusted infrastructure and cloud hosting partners may process data on our behalf under strict data processing agreements that prohibit independent use of your data.
• Legal and regulatory authorities: Where required by law, court order, or lawful request from a competent authority, w19 may disclose personal data. We will always seek to limit such disclosure to the minimum required.
• Fraud prevention networks: Where fraud or money laundering is identified or reasonably suspected, relevant data may be shared with fraud prevention organisations or law enforcement agencies.

All third parties with whom w19 shares personal data are required to handle that data securely, to use it only for the purposes for which it was shared, and to maintain appropriate technical and organisational safeguards. w19 does not transfer personal data to jurisdictions that do not provide an adequate level of data protection without appropriate safeguards in place.

w19 uses cookies and similar technologies (including local storage and session tokens) to operate the Platform, remember your preferences, maintain your login session, and analyse Platform usage. The types of cookies used are described below.

• Strictly necessary cookies: Required for the Platform to function. These include session authentication cookies that keep you logged in and security tokens that protect against cross-site request forgery (CSRF) attacks. These cookies cannot be disabled without impairing Platform functionality.
• Functional cookies: Remember your preferences such as language selection and display settings. These improve your experience but are not essential to the operation of the Platform.
• Analytics cookies: Used to collect anonymised, aggregated data about how players navigate the Platform — which pages are visited most, where users exit, and how long sessions last. This data helps us improve Platform performance and user experience. No personally identifiable information is included in analytics reports.
• Fraud prevention and security tokens: Short-lived tokens used to verify the integrity of transactions, protect account sessions, and detect suspicious login behaviour such as access from unfamiliar locations or devices.

w19 does not use third-party advertising or retargeting cookies. We do not allow advertising networks to place cookies on the Platform or to track your browsing activity across other websites for advertising purposes.

You may control cookie settings through your browser preferences. Please note that disabling strictly necessary cookies will prevent you from logging in or using the Platform. Disabling functional and analytics cookies will not prevent you from accessing games or making transactions.

w19 retains personal data for as long as is necessary to fulfil the purposes for which it was collected, or as required by applicable legal, regulatory, or contractual obligations. The general retention periods applied are as follows:

• Account data and KYC documents: Retained for the duration of the active account relationship, and for a minimum of five (5) years following account closure, to satisfy anti-money laundering record-keeping requirements.
• Transaction records: Deposit and withdrawal records are retained for a minimum of five (5) years from the date of the transaction.
• Gameplay records: Bet history, win/loss records, and bonus usage history are retained for a minimum of three (3) years from the date of the activity.
• Support communications: Correspondence with the w19 support team is retained for three (3) years from the date of the last message, or longer where the correspondence relates to an unresolved dispute or legal matter.
• Marketing consent records: Records of consent (and withdrawal of consent) for marketing communications are retained for the duration of the account relationship and for one (1) year following account closure.
• Technical and device logs: Security and fraud detection logs are retained for up to twelve (12) months from the date of collection, unless a specific security investigation requires longer retention.

Once a retention period has expired and there is no other lawful basis for continued processing, w19 will securely delete or permanently anonymise the relevant data. Where data is anonymised rather than deleted, it may be retained indefinitely as part of aggregated statistical records, but it will no longer be attributable to any individual player.

w19 recognises and respects your rights in relation to the personal data we hold about you. The following rights are available to all registered players:

• Right of access: You may request a copy of the personal data w19 holds about you. We will respond to verified access requests within a reasonable timeframe and at no charge for the first request in any twelve-month period.
• Right to rectification: If any personal data we hold about you is inaccurate or incomplete, you may request that we correct or update it. Where the incorrect data has been shared with third parties, we will notify those parties of the correction where feasible.
• Right to erasure ("right to be forgotten"): You may request the deletion of personal data we hold about you. This right is subject to legal retention obligations — for example, we are required to retain KYC and transaction records for a minimum of five years regardless of an erasure request. Where deletion is not possible, we will inform you of the reason and the earliest date on which deletion will occur.
• Right to restriction of processing: In certain circumstances, you may request that we restrict the processing of your personal data — for example, while the accuracy of that data is being contested.
• Right to withdraw marketing consent: Where processing is based on your consent (specifically, the sending of marketing communications), you may withdraw that consent at any time by contacting [email protected] or using the unsubscribe link in any marketing email. Withdrawal of consent does not affect the lawfulness of processing conducted prior to withdrawal.
• Right to lodge a complaint: If you believe that w19 has handled your personal data in a manner that does not comply with this Policy or applicable law, you have the right to raise a complaint. We encourage you to contact us first at [email protected] so that we have the opportunity to resolve the matter directly.

To exercise any of the rights described above, please send a written request to [email protected]. We may need to verify your identity before processing a rights request to ensure that personal data is not disclosed to or amended at the request of an unauthorised party. We aim to respond to all rights requests within thirty (30) days of receipt.

w19 implements a range of technical and organisational security measures designed to protect personal data against unauthorised access, accidental loss, destruction, or disclosure. These measures include:

• SSL/TLS encryption on all data transmissions between users and the Platform.
• Encrypted storage of sensitive account data, including hashed password credentials.
• Role-based access controls that restrict internal access to personal data to authorised personnel only, on a strict need-to-know basis.
• Regular security assessments and penetration testing of Platform infrastructure.
• Fraud detection and anomaly monitoring systems that identify suspicious account activity in real time.
• Secure, access-controlled data centres with physical security measures.

Despite these safeguards, no online platform can guarantee absolute security. In the event of a data breach that poses a material risk to your rights or interests, w19 will notify affected players as promptly as practicable and will take all reasonable steps to contain and remediate the breach.

You also play an important role in keeping your account secure. You should use a strong, unique password for your w19 account, never share your login credentials with anyone, and contact [email protected] immediately if you suspect that your account has been accessed without your authorisation.

We take privacy enquiries seriously and will acknowledge all written requests within five (5) business days. Complex requests — such as full data access reports or erasure requests involving legal retention analysis — may take up to thirty (30) days to fulfil. Where additional time is needed, we will notify you within the initial five-day window and provide an expected completion date.

If you are not satisfied with our response to a privacy enquiry or complaint, you have the right to escalate the matter through appropriate legal channels available to you as a resident of Bangladesh.