Privacy Policy — coolbet Data Protection

coolbet collects personal data from you through several channels: directly when you register an account and interact with our platform, automatically through your use of the website and mobile interface, and from third-party service partners such as payment processors and identity verification providers. The categories of data we collect are described below.

Registration and Identity Data: When you create a coolbet account, we collect your full legal name, date of birth, residential address (including city, district, and postcode), email address, and a mobile phone number registered in Bangladesh. This information is required to create your account and is used to verify your identity during the KYC process.

Identity Verification (KYC) Documents: To comply with our anti-money laundering obligations and to verify your age (18+ only), coolbet requires you to submit copies of identity documents. Accepted documents include Bangladesh National Identity Cards (NID), valid passports, and Bangladesh-issued driver's licences. We also collect a recent proof-of-address document where required by our compliance team.

Financial and Payment Data: When you make a deposit or withdrawal, we collect transaction records including the payment method used (bKash, Nagad, Rocket, Upay, Visa, Mastercard, or bank transfer), transaction amounts in BDT, transaction timestamps, and the mobile wallet number or card details associated with your payment. We do not store full card numbers — card payment processing is handled by PCI-DSS certified payment processors.

Activity and Gameplay Data: We collect records of all games played, bets placed, sports events wagered on (including BPL cricket matches, IPL, T20, and other sports available on our platform), bonus claims made, and account balance movements. This data is retained for regulatory compliance, dispute resolution, and platform improvement purposes.

Technical and Device Data: Automatically collected technical data includes your IP address, device type and model, operating system version, browser type and version, screen resolution, network provider (e.g., Grameenphone, Banglalink, Robi, Airtel, Teletalk), session duration, pages visited, and referral source URL. This data helps us maintain platform security and improve our user interface for Bangladeshi players.

Communications Data: If you contact our 24/7 English live chat support team or send us an email at support@coolbet, we retain records of that correspondence including the content of messages, timestamps, and any attachments submitted. This data is used for quality assurance, training, and dispute resolution.

coolbet does not sell, rent, or otherwise transfer your personal data to third parties for their own marketing or commercial purposes. However, in order to operate our platform effectively and meet our legal obligations, we do share certain categories of data with carefully selected third-party service partners. All third-party partners are bound by data processing agreements that restrict how they may use the data shared with them.

Game Providers: To deliver our casino game library, coolbet integrates with leading international game studios including Evolution Gaming, Pragmatic Play, NetEnt, Microgaming, Spribe, and Ezugi. These providers may receive limited technical data — such as a player session token and account tier — necessary to initialise and authenticate your game session. They do not receive your full personal profile, financial details, or identity documents.

Payment Processors: To facilitate deposits and withdrawals via bKash, Nagad, Rocket, Upay, Visa, and Mastercard, coolbet shares the necessary transaction data with the respective payment service provider. This includes your account reference, transaction amount in BDT, and where required by the payment provider, your registered name and mobile number. Payment processors are independently responsible for their own data handling practices.

Identity Verification Providers: coolbet may use a third-party identity verification service to assist with document authentication during the KYC process. Submitted identity documents are shared with this service under strict contractual controls and are not retained by the verification provider beyond the duration of the verification process.

Legal and Regulatory Authorities: coolbet may be required by applicable law, court order, or the lawful request of a competent regulatory or law enforcement authority to disclose certain player data. In such cases, we will disclose only the minimum data necessary to satisfy the legal requirement and will, where legally permitted to do so, notify the affected player.

Business Transfers: In the event of a merger, acquisition, restructuring, or sale of all or part of coolbet's business operations, player data may be transferred to the successor entity. In such an event, coolbet will notify registered players via their registered email address, and the acquiring entity will be required to honour the commitments set out in this Privacy Policy.

coolbet retains personal data only for as long as is necessary to fulfil the purposes outlined in this Privacy Policy, or for as long as we are required to retain it by applicable law or regulatory obligation. The retention periods below represent our standard practice; in some cases, data may be retained for a longer period where required by law or where there is a legitimate ongoing dispute or investigation.

Active Account Data: While your coolbet account remains active, all registration, identity, financial, and gameplay data associated with your account is retained and accessible to authorised staff for account management, support, and compliance purposes.

Closed Account Data: Following the closure of your coolbet account — whether at your request or initiated by coolbet — your account data is retained for a minimum of five (5) years to satisfy our anti-money laundering record-keeping obligations and to handle any post-closure disputes. After this retention period, data is securely deleted or anonymised.

KYC Documents: Identity verification documents are retained for a minimum of five (5) years from the date of account closure or the date of the last significant transaction, whichever is later. These documents are stored on encrypted servers with strict access controls.

Support and Communications Data: Live chat logs and email correspondence are retained for a minimum of two (2) years from the date of the interaction, after which they are deleted unless they form part of an active dispute or investigation.

Data Storage Location: coolbet's servers and data infrastructure are located in secure, access-controlled data centres. All stored data is encrypted at rest using industry-standard encryption. Backup copies are maintained in geographically separate secure facilities to ensure business continuity.

coolbet employs a comprehensive set of technical and organisational security measures designed to protect your personal data against unauthorised access, disclosure, alteration, or destruction. While no system can guarantee absolute security, we maintain a standard of protection consistent with the sensitivity of the data we hold and the risks associated with our platform.

Encryption in Transit and at Rest: All data transmitted between your device and the coolbet platform is encrypted using TLS 1.2 or higher (256-bit encryption). Data stored on our servers — including identity documents, financial records, and account profiles — is encrypted at rest using AES-256 encryption.

Access Controls: Access to player data within coolbet's internal systems is governed by a strict role-based access control (RBAC) policy. Staff members can only access the categories of data necessary for their specific job function. All access to sensitive data (particularly KYC documents and financial records) is audit-logged with timestamps and staff identifiers.

Two-Factor Authentication: coolbet's internal administrative systems require two-factor authentication (2FA) for all staff accounts with access to player data. We also encourage — and in some cases require — players to enable 2FA on their coolbet accounts for additional security.

Incident Response: In the event of a data security incident that affects your personal data, coolbet has an incident response protocol in place that includes rapid containment, assessment of impact, and notification to affected players as soon as practically possible. We will provide you with information about what data was affected, the likely consequences, and the measures we have taken to address the incident.

Security Monitoring: Our platform is continuously monitored for suspicious activity, including unusual login patterns, rapid account switching, abnormal transaction volumes, and other indicators of account compromise or coordinated fraud. Our security team operates around the clock to respond to emerging threats.