hgnce Privacy Policy

1. Information We Collect

hgnce is committed to maintaining a safe and transparent relationship with you. We only collect information that is necessary to provide our services. The following types of information may be collected:

1.1 Personal Identity Information

• Full name and date of birth (for age verification — service available to those aged 21 and above only)
• Email address and contact details
• National ID (NID) or passport number (for identity verification)
• Address and location information

1.2 Financial Information

• Payment method details: bKash, Nagad, Rocket, Upay account numbers
• Transaction history and amounts
• Deposit and withdrawal records

1.3 Technical Information

• IP address and device information
• Browser type and operating system
• Cookies and session data
• Time spent on the platform and usage patterns

1.4 Gaming Activity Information

• Betting history and preferred games
• Win and loss records
• Account balance and bonus usage details

2. Purpose of Data Use

hgnce uses your personal information for the following purposes:

• Account Management: To create, verify, and maintain your account.
• Identity Verification: To prevent fraud and unauthorized access, and to confirm age.
• Financial Transactions: To process deposits and withdrawals and to ensure financial security.
• Customer Support: To resolve your questions and issues. Our 24/7 live chat and email support are always ready to assist you.
• Platform Improvement: To analyze user experience and improve the quality of our services.
• Responsible Gaming: To identify unusual or potentially problematic gaming behavior and provide necessary support.
• Legal Obligations: To comply with applicable laws and regulations.

3. Data Sharing & Third Parties

hgnce does not sell or rent your personal information to third parties. However, we may share information in the following situations:

• Payment Processing Partners: Necessary information is shared with bKash, Nagad, Rocket, and Upay to complete your transactions. These organizations follow their own privacy policies.
• Technology Service Providers: Only gameplay-related information is shared with game providers such as Pragmatic Play, Evolution Gaming, NetEnt, Microgaming, Spribe, and Ezugi.
• Legal Authorities: Information may be provided to authorities to fulfill valid legal claims or court orders.
• Fraud Prevention: Information may be shared with services that assist in detecting and preventing online fraud.

We ensure that any third party is contractually bound to protect the confidentiality of your information.

4. Cookies & Tracking Technologies

hgnce uses cookies and similar technologies on the Platform. Cookies are small text files stored on your device that improve the website browsing experience.

Types of cookies we use:

• Essential Cookies: Essential for the core functionality of the Platform. Without them, the service will not work properly.
• Functional Cookies: Remember your preferences and settings, such as language selection and login status.
• Analytics Cookies: Collect information to understand how users are using the Platform.
• Security Cookies: Help prevent unauthorized access and fraud.

You can manage cookies through your browser settings. However, disabling certain cookies may limit some features of the Platform.

5. Data Retention & Security

hgnce uses industry-standard technologies and processes to keep your personal information secure:

• SSL Encryption: All data transfers are secured through SSL/TLS encryption.
• Secure Servers: Your information is stored on safe, protected servers.
• Access Control: Only authorized personnel can access the relevant information.
• Regular Security Reviews: We conduct regular security assessments to identify and address potential vulnerabilities.

5.1 Data Retention Period

We retain your information for as long as:

• Your account is active and it is needed to provide the service.
• It is required to fulfill legal obligations.
• It is needed for dispute resolution and contract enforcement.

Even after an account is closed, some information may be retained for a defined period for legal and regulatory reasons.

6. Your Rights

As a user of hgnce, you have the following rights over your personal information:

• Right to Access: You may request a copy of the information we hold about you.
• Right to Correction: If your information is inaccurate or incomplete, you may request a correction.
• Right to Deletion: In certain circumstances, you may request that your information be deleted, though this may not be possible if legal obligations exist.
• Right to Object to Processing: You may object to the processing of your information for specific purposes.
• Right to Data Portability: You may request to receive your information in a structured, commonly used format.

To exercise these rights, please contact our support team. We are available 24/7 via live chat or email.

7. Protection of Minors

hgnce's services are for those aged 21 and above only. We do not knowingly collect information from minors. If we become aware that a minor is using our Platform, we will immediately close their account and delete any collected information.

If parents or legal guardians believe their child has used our Platform, please contact us. We will resolve the matter promptly and effectively.

8. International Data Transfers

hgnce primarily serves the Bangladesh market. However, for technical reasons, some of your information may be processed or stored on servers in other countries. Where this is necessary, we ensure your information is transferred with appropriate protective measures in place.

All our service providers follow internationally recognized standards for data protection and are contractually bound to maintain the confidentiality of your information.

9. Responsible Gaming & Data

hgnce is firmly committed to responsible gaming. We analyze data related to your gaming activity so that:

• Potentially problematic gaming behavior can be identified at an early stage.
• Users can be directed to necessary support and resources.
• Self-exclusion or limit-setting options can be provided.

Data used for this purpose is handled with strict confidentiality and is used solely for the user's benefit. To learn more about responsible gaming, visit our Responsible Gaming page.

10. Policy Changes & Updates

hgnce may update this privacy policy from time to time. For any significant changes, we will notify you in the following ways:

• A notification will be displayed on the Platform.
• A message will be sent to your registered email address.
• The date of the update will be noted at the top of this page.

Continuing to use the Platform after any changes means you have agreed to the updated policy. We encourage you to review this policy regularly.

11. Contact & Complaint Resolution

If you have any questions, concerns, or complaints about this privacy policy, please contact our support team. We are available 24/7:

• Live Chat — Active 24/7, in Bengali and English
• Email: [email protected]

We generally try to process all privacy-related requests as quickly as possible. If a complex matter requires more time, we will inform you in advance.