joyana Privacy Policy

Last Updated: 1 January 2026

This Privacy Policy ("Policy") describes the practices of joyana ("joyana", "we", "us", "our") regarding the collection, processing, storage, and disclosure of personal information obtained from users ("you", "your", "Player") who access or interact with the joyana website, mobile application, and related services (collectively, the "Platform").

By registering an account or using any part of the joyana Platform, you acknowledge that you have read and understood this Policy and consent to the data practices described herein. If you do not agree with this Policy, please discontinue use of the Platform immediately.

joyana is committed to handling your personal information with the highest standards of security, transparency, and respect. We do not sell your data to third parties for their independent marketing purposes. Every data practice described in this Policy exists for a specific, legitimate reason connected to operating a fair and secure online gaming environment for players across Bangladesh.

1. Information We Collect

1.1 Registration Data

When you create a joyana account, we collect the following information: your full name, date of birth (to verify you are 21 years of age or older), a valid Bangladeshi mobile number, and a username of your choice. We may also request an email address, though this is optional at the point of registration. Accurate registration data is essential for account verification, responsible gaming checks, and the processing of financial transactions.

1.2 Identity Verification (KYC) Data

To comply with our know-your-customer obligations and to protect players from fraud, joyana may request documentary evidence of your identity before processing withdrawals or in response to an account review. This may include a scanned copy or photograph of your National Identity Card (NID), passport, or driving licence, and in some cases a recent utility bill or bank statement as proof of address. KYC documents are stored securely and are accessed only by authorised compliance personnel.

1.3 Financial Transaction Data

When you make a deposit or request a withdrawal, joyana records the transaction amount, payment method, transaction reference number, and timestamp. For bKash, Nagad, Rocket, and Upay transactions, we store only the sender mobile number and the transaction reference — we do not have access to your wallet PIN or full payment credentials, which remain exclusively within those payment environments. For Visa and Mastercard payments, card processing is handled via a PCI-DSS compliant payment gateway; joyana does not store full card numbers on its own servers.

1.4 Usage and Activity Data

We automatically collect certain technical information each time you access the Platform. This includes your IP address, device type and operating system, browser type and version, pages viewed, time spent on each page, game sessions played, wager amounts and outcomes, and login timestamps. This data is used for fraud detection, platform optimisation, responsible gaming monitoring, and internal analytics. It is not shared with third parties in a personally identifiable form.

1.5 Communications Data

If you contact joyana support via email or live chat, we retain a record of that correspondence including your contact details, the nature of your query, and the resolution provided. This helps us maintain service quality and provides a traceable record in the event of a formal dispute or complaint.

1.6 Cookies and Tracking Technologies

joyana uses cookies and similar tracking technologies to maintain your session, remember your preferences, and analyse aggregate usage patterns. Session cookies expire when you close your browser. Persistent cookies remain on your device for a defined period to improve your experience on return visits. You can manage or disable cookies through your browser settings; however, disabling session cookies may impair your ability to log in or use certain Platform features.

2. How We Use Your Information

joyana uses the personal data we collect for the following specific purposes:

• Account creation and management: to register your account, authenticate your identity at login, and maintain your account settings and preferences.
• Age and identity verification: to confirm that you meet the minimum age requirement of 21 years and to comply with our KYC obligations before processing withdrawals.
• Payment processing: to facilitate deposits and withdrawals via bKash, Nagad, Rocket, Upay, Dutch-Bangla Bank, City Bank, BRAC Bank, Islami Bank, Visa, and Mastercard.
• Platform operation and personalisation: to deliver the games, betting markets, and features available on joyana, and to tailor content recommendations based on your activity history.
• Customer support: to respond to your queries, process complaints, and provide technical assistance.
• Responsible gaming: to monitor for patterns that may indicate problem gambling behaviour and to enforce deposit limits, cooling-off periods, or self-exclusion requests that you have set.
• Fraud and security: to detect suspicious login activity, identify duplicate accounts, investigate potential money laundering, and protect the integrity of the Platform.
• Legal compliance: to meet our record-keeping and reporting obligations under applicable international gaming and financial regulations.
• Service communications: to send you transactional messages related to your account (deposit confirmations, withdrawal notifications, security alerts). We do not send unsolicited marketing communications without your explicit consent.

joyana does not use automated decision-making processes that produce legal or similarly significant effects on players without human review. Where our fraud detection or responsible gaming systems flag an account for review, a member of our compliance team personally assesses the case before any action is taken.

3. Legal Basis for Processing

joyana processes your personal data on the following legal bases:

3.1 Contractual Necessity. The majority of the data we collect is required to perform the contract between joyana and you — namely, to operate your gaming account, process your transactions, and provide the gaming services you have signed up to use. Without this data, joyana cannot deliver its core services.

3.2 Legitimate Interests. joyana processes certain data — including usage analytics, fraud detection signals, and security monitoring logs — on the basis of our legitimate interest in operating a safe, fair, and commercially viable platform. We have assessed that these interests are not overridden by your fundamental rights and freedoms, given the limited intrusiveness of the processing and the direct benefit it provides to all players on the Platform.

3.3 Legal Obligation. Some data processing is required by law — for example, the retention of financial transaction records, the performance of identity verification checks, and the provision of information to competent authorities when lawfully requested.

3.4 Consent. Where joyana processes data on the basis of your consent (for example, sending promotional communications), you may withdraw that consent at any time by contacting support or updating your account notification preferences. Withdrawal of consent does not affect the lawfulness of any processing carried out before the withdrawal.

4. Data Sharing and Disclosure

4.1 Service Providers. joyana shares personal data with carefully selected third-party service providers who assist us in operating the Platform. These include payment processors (bKash, Nagad, Rocket, Visa, Mastercard), game studio providers (Pragmatic Play, Evolution Gaming, Spribe, Ezugi, and others), fraud prevention services, cloud hosting providers, and customer support software vendors. All service providers are bound by data processing agreements that restrict them from using your data for any purpose other than the specific service they are providing to joyana.

4.2 Legal Disclosures. joyana may disclose your personal data to law enforcement agencies, regulatory bodies, or courts when required to do so by applicable law, when responding to a lawful legal process, or when we believe in good faith that disclosure is necessary to prevent fraud, protect our legal rights, or ensure the safety of our players or staff.

4.3 Business Transfers. In the event that joyana undergoes a merger, acquisition, restructuring, or sale of assets, your personal data may be transferred to the successor entity as part of that transaction. We will notify affected players of any such transfer and the privacy practices of the new entity before the transfer takes effect.

4.4 No Sale of Personal Data. joyana does not sell, rent, or trade your personal data to any third party for their independent marketing, advertising, or commercial purposes. Any sharing of data is limited strictly to the circumstances described in this Section 4.

4.5 Aggregated and Anonymised Data. joyana may share aggregated, anonymised data — meaning data from which all personally identifying information has been stripped — with business partners, researchers, or industry bodies for statistical or analytical purposes. This data cannot be used to identify you as an individual.

5. Data Retention

5.1 Active Accounts. While your joyana account remains open and active, we retain all personal data associated with it for as long as necessary to provide you with the Platform's services, maintain accurate transaction records, and comply with our legal obligations.

5.2 Closed Accounts. When your account is closed — whether by your own request or by joyana — we retain your personal and transaction data for a minimum period of five years following account closure. This retention is required to satisfy our financial record-keeping obligations, to handle any post-closure disputes or complaints, and to prevent the circumvention of self-exclusion by individuals who have previously excluded themselves from the Platform.

5.3 Support Correspondence. Records of support communications are retained for three years after the date of the final message in a given conversation thread, unless the conversation relates to an open dispute, in which case it is retained until the dispute is fully resolved plus one year.

5.4 Deletion Requests. You may request the deletion of your personal data at any time by contacting joyana support. We will action your request within 30 days. Please note that we may be unable to delete data that we are legally required to retain under applicable financial or gaming regulations; in such cases, we will inform you of the specific retention obligation and the expected retention end date.

6. Data Security

6.1 Technical Measures. joyana implements a range of technical security controls to protect your personal data against unauthorised access, loss, alteration, or disclosure. These include SSL/TLS encryption for all data in transit between your device and our servers, encryption at rest for sensitive data fields (including KYC documents and payment reference numbers), firewall protection, intrusion detection systems, and regular security vulnerability assessments.

6.2 Organisational Measures. Access to personally identifiable player data within joyana is restricted on a strict need-to-know basis. Staff who have access to personal data receive mandatory data protection training. Our KYC and compliance team members who handle identity documents are subject to enhanced vetting procedures and confidentiality obligations.

6.3 Your Responsibilities. The security of your joyana account also depends on the steps you take to protect your login credentials. You should use a strong, unique password for your joyana account, keep your registered mobile number secure, and never share your one-time verification codes with any other person. If you suspect that your account has been compromised, contact joyana support immediately at [email protected].

6.4 Data Breach Response. In the unlikely event of a data security breach that poses a risk to your rights or freedoms, joyana will notify affected players as promptly as practicable and will take immediate steps to contain and remediate the breach. Where required by applicable law, joyana will also report the breach to the relevant supervisory authority.

To exercise any of the rights listed above, please contact us at [email protected] with the subject line "Data Rights Request" and a description of your request. We may need to verify your identity before actioning the request. There is no charge for exercising your data rights unless a request is manifestly unfounded, excessive, or repetitive.

8. Cookies Policy

8.1 What Are Cookies. Cookies are small text files placed on your device by a website when you visit it. They serve a variety of functions — from keeping you logged in during a session, to remembering your language and display preferences, to helping us understand how players use the Platform in aggregate.

8.2 Types of Cookies We Use. joyana uses the following categories of cookies:

• Strictly Necessary Cookies: These are required for the Platform to function correctly. They manage your login session, maintain your shopping basket state during a deposit flow, and enforce security controls. These cookies cannot be disabled without impairing core functionality.
• Performance Cookies: These collect anonymised data about how players navigate the Platform — which pages are most visited, how long sessions last, and whether error messages are encountered. This data helps us improve Platform performance and stability.
• Functionality Cookies: These remember choices you make — such as your preferred game lobby view or notification settings — so you do not have to reset them on each visit.
• Analytics Cookies: joyana uses first-party analytics tools to measure traffic patterns and conversion flows. This data is aggregated and used solely for internal platform optimisation.

8.3 Managing Cookies. Most browsers allow you to refuse or delete cookies through their settings menus. You can also set your browser to alert you when a cookie is being set. Disabling strictly necessary cookies will impair your ability to log in and use the Platform. Disabling performance and analytics cookies will not affect your gaming experience but will reduce our ability to identify and fix platform issues efficiently.

9. Children's Privacy

The joyana Platform is strictly restricted to adults aged 21 and above. joyana does not knowingly collect personal data from any individual under the age of 21. If you believe that a person under 21 has registered on the Platform or provided us with personal information, please contact us immediately at [email protected]. Upon confirmation, we will promptly close the account, delete the associated personal data, and return any real-money deposits to the originating payment method.

10. Third-Party Services and Links

The joyana Platform integrates with third-party services — including game studio platforms, payment gateways, and customer support tools — whose own privacy policies govern the data they collect within their respective environments. joyana is not responsible for the privacy practices of these third-party services. We encourage you to review the privacy policies of bKash, Nagad, Rocket, Upay, Visa, Mastercard, and any game studio whose titles you play, as they may collect data directly within their embedded environments.

joyana does not include third-party advertising networks, social media tracking pixels, or affiliate tracking scripts on the Platform that would share your browsing behaviour with external advertisers.

11. Updates to This Policy

joyana may update this Privacy Policy from time to time to reflect changes in our data practices, applicable law, or the services we offer. When we make material changes, we will post a notice on the Platform homepage and update the "Last Updated" date at the top of this page. For significant changes that materially affect how we process your personal data, we will also send a notification to your registered mobile number or email address where available.

Your continued use of the Platform after the effective date of any updated Privacy Policy constitutes your acceptance of the revised terms. If you do not agree with the changes, you should cease using the Platform and may close your account in accordance with the joyana Terms & Conditions.

For all privacy-related enquiries, please contact joyana at: [email protected].