vhago Privacy Policy

Data We Collect

vhago collects personal data through several channels during the course of your use of the platform. We only collect information that is necessary for the provision of our services, for regulatory compliance and for the safety and security of our user community. The categories of personal data we collect are described below.

Registration data: When you create a vhago account, we collect your full legal name, date of birth, email address, mobile phone number (used for OTP verification), preferred username and password (stored in hashed form — we never store plain-text passwords). This information is required to establish and maintain your account.

Identity verification (KYC) data: To comply with anti-money laundering obligations and to verify that all account holders are aged 18 or above, vhago collects copies of government-issued identity documents. Acceptable documents include your National Identity Card (NID), valid passport, or birth certificate issued by a recognised Bangladeshi authority. We may also collect a photograph or video selfie for biometric liveness verification purposes.

Financial data: We collect information about your payment methods and transaction history on the platform. This includes your bKash or Nagad mobile wallet number, bank account details where bank transfer is used, and card details (card type, last four digits, expiry — full card numbers are handled exclusively by our PCI-DSS-compliant payment processors and are never stored on vhago's own servers). We also maintain a full record of all deposits, withdrawals, bonuses credited and wagering activity associated with your account.

Usage and behavioural data: When you use the vhago platform, we automatically collect data about how you interact with the site. This includes IP address, device type and operating system, browser type and version, pages visited, time spent on each page, games played and bet history, login timestamps and session duration.

Communication data: When you contact vhago's customer support team — whether by email, live chat or any other channel — we retain a record of your communications and our responses. This includes the content of messages, timestamps and any attachments you submit as part of a support request.

Marketing preferences: If you opt in to promotional communications, we record your marketing preferences and the categories of offer you have chosen to receive. You may update or withdraw this consent at any time from within your account settings.

How We Use Your Data

vhago uses the personal data we collect for the following specific purposes. We do not use your data for any purpose that is incompatible with those listed below without first seeking your consent or establishing a separate legal basis.

vhago does not sell your personal data to third parties for their own commercial purposes. Where data is shared with third parties, it is done strictly on the basis described in Section 4 of this Policy.

Legal Basis for Processing

vhago processes your personal data on one or more of the following legal grounds, depending on the specific processing activity involved:

• Contractual necessity: Processing that is required to fulfil the contract between you and vhago — including account management, payment processing and bet settlement — is carried out on the basis that it is necessary for the performance of that contract.
• Legal obligation: Certain processing activities are required by applicable law. This includes KYC identity verification, transaction record-keeping for anti-money laundering compliance, and reporting obligations where required by a competent authority.
• Legitimate interests: vhago processes some data on the basis of legitimate business interests, including fraud prevention, platform security, responsible gaming monitoring, and internal analytics. Where we rely on legitimate interests, we have assessed that our interests are not overridden by your fundamental privacy rights.
• Consent: Where processing is not covered by the above grounds — most notably for personalised marketing communications and non-essential cookies — vhago seeks your explicit consent. You may withdraw consent at any time without affecting the lawfulness of processing carried out prior to withdrawal.

Data Sharing & Disclosure

vhago does not sell, rent or trade your personal data to external organisations for their own commercial purposes. We may share your data with trusted third parties only in the circumstances described below, and only to the extent necessary for the specified purpose.

Payment service providers: To process your deposits and withdrawals, vhago shares the minimum necessary financial data with our payment processing partners — including bKash, Nagad, Rocket, Upay and card processing networks (Visa, Mastercard). These providers operate under their own privacy frameworks and are contractually bound to handle your data securely.

Identity verification partners: KYC document verification may be performed by a third-party identity verification service. These partners receive only the documents and data necessary to complete the verification check and are prohibited from retaining or using your data for any other purpose.

Game software providers: To deliver casino games and live dealer experiences, vhago integrates with software providers including Pragmatic Play, Evolution Gaming, NetEnt, Microgaming, Spribe and Ezugi. Your in-game activity data (game rounds played, outcomes, session duration) is processed by these providers in the course of delivering the game. Each provider operates under their own data processing agreement with vhago and is contractually required to maintain appropriate security standards.

Analytics and fraud prevention services: vhago uses third-party analytics tools to analyse platform usage patterns and detect fraudulent activity. These tools receive anonymised or pseudonymised data and are not permitted to identify individual users from the data they receive.

Legal and regulatory disclosure: vhago may be required to disclose personal data to law enforcement agencies, regulatory bodies or courts where we receive a lawful request or are under a legal obligation to do so. We will always seek to notify you of such a disclosure where legally permitted.

Business transfers: In the event that vhago undergoes a merger, acquisition, restructuring or sale of assets, your personal data may be transferred to the successor entity. You will be notified of any such transfer and the privacy terms applicable to your data thereafter.

Cookies & Tracking

vhago uses cookies and similar tracking technologies to ensure the platform functions correctly, to remember your preferences and login session, and to understand how users interact with the site. Cookies are small text files stored on your device by your browser when you visit vhago.

The categories of cookies used by vhago are as follows:

• Strictly necessary cookies: These cookies are essential for the vhago platform to function. They enable core features such as maintaining your logged-in session, remembering items in your bet slip, and processing secure payments. These cookies cannot be disabled without impairing the functionality of the platform.
• Performance and analytics cookies: These cookies collect anonymised information about how users navigate the vhago platform — for example, which pages are visited most frequently and whether users encounter error messages. This data is used to improve the platform experience. These cookies are set only with your consent.
• Functional cookies: These cookies remember your preferences — such as your preferred language, display settings and notification choices — so that you do not need to re-configure them on each visit. They are set with your consent.
• Marketing and retargeting cookies: With your explicit consent, vhago may use cookies to deliver relevant promotional content relating to vhago's own services. These cookies track whether you have previously visited vhago and help tailor promotional messages to your interests. vhago does not use these cookies to serve advertising for third-party brands.

You can manage your cookie preferences at any time from within your browser settings. Most browsers allow you to block or delete cookies. Please note that disabling strictly necessary cookies will affect your ability to use the platform. Instructions for managing cookies in common browsers (Chrome, Firefox, Safari, Edge) are available in those browsers' help documentation.

Data Retention

vhago retains your personal data only for as long as is necessary for the purposes for which it was collected, or as required by applicable law. The retention periods applicable to the main categories of personal data we hold are summarised below.

When personal data is no longer required for its stated purpose and no legal obligation requires its continued retention, vhago will securely delete or irreversibly anonymise that data. Deletion requests submitted by users (see Section 7) will be honoured within the limits permitted by applicable legal retention obligations.

Your Privacy Rights

As a user of the vhago platform, you hold a number of rights in relation to your personal data. vhago is committed to upholding these rights in a timely and transparent manner. To exercise any of the rights described below, please contact us at support at vhago dot com with the subject line "Privacy Rights Request" and include sufficient information for us to identify your account.

• Right of access: You have the right to request a copy of the personal data that vhago holds about you. We will provide this information within 30 days of a verified request, in a clear and readable format.
• Right to rectification: If any personal data we hold about you is inaccurate or incomplete, you have the right to request that it be corrected. You may update some data directly within your account profile; for data that cannot be self-edited (such as KYC records), contact our support team.
• Right to erasure ("right to be forgotten"): You may request the deletion of your personal data. vhago will honour erasure requests where there is no overriding legal obligation to retain the data. Where retention is legally required (for example, financial transaction records), we will inform you of the specific legal basis and the earliest date on which deletion can occur.
• Right to restriction of processing: You may request that vhago restricts the processing of your data in certain circumstances — for example, if you contest the accuracy of the data or object to our use of it while we investigate your objection.
• Right to data portability: Where processing is based on your consent or on a contract, you have the right to receive your personal data in a structured, commonly used, machine-readable format and to have it transferred to another service provider where technically feasible.
• Right to object: You have the right to object to vhago's processing of your data where it is based on legitimate interests, including profiling for personalised promotions. We will cease such processing unless we can demonstrate compelling legitimate grounds that override your interests.
• Rights related to automated decision-making: vhago uses automated systems for fraud detection and responsible gaming monitoring. Where such systems produce decisions that significantly affect you (for example, account suspension), you have the right to request a human review of that decision.

Data Security

vhago takes the security of your personal data seriously. We implement a comprehensive set of technical and organisational measures to protect your data against unauthorised access, accidental loss, alteration or disclosure. These measures include but are not limited to the following:

• SSL/TLS encryption: All data transmitted between your browser or device and the vhago platform is encrypted using industry-standard TLS protocols. You can verify this by the padlock icon displayed in your browser's address bar when visiting vhago.
• Password hashing: Account passwords are never stored in plain text. vhago uses a strong, salted cryptographic hashing algorithm to store password data. This means that even in the unlikely event of a data breach, your actual password cannot be recovered from the stored hash.
• Two-factor authentication (2FA): vhago offers optional two-factor authentication via OTP delivered to your registered mobile number. We strongly recommend activating 2FA on your account to provide an additional layer of protection against unauthorised access.
• Access controls: Access to personal data within vhago's internal systems is restricted on a strict need-to-know basis. Staff members are granted access only to the data categories required to perform their specific job function. All internal data access is logged and audited.
• PCI-DSS compliance: Payment card processing is handled exclusively by PCI-DSS-certified payment processors. vhago does not store full card numbers, CVV codes or card magnetic stripe data on its own servers.
• Regular security assessments: vhago conducts periodic security reviews of its platform infrastructure, including vulnerability assessments, to identify and remediate potential security weaknesses.

Despite these measures, no online platform can guarantee absolute security. In the unlikely event of a data breach that poses a significant risk to your rights, vhago will notify affected users promptly and take all reasonable steps to mitigate the impact. If you suspect that your vhago account has been compromised, contact support at vhago dot com immediately so that your account can be secured.

Changes to This Policy

vhago reserves the right to update or amend this Privacy Policy at any time to reflect changes in our data practices, applicable legal requirements or the services we offer. When we make material changes to this Policy, we will notify registered users via the email address associated with their account and by displaying a prominent notice on the vhago platform for a minimum of 14 days following the update.

The "Last updated" date at the top of this Policy will be revised each time changes are made. We encourage you to review this page periodically to remain informed of how vhago handles your personal data. Continued use of the vhago platform following notification of a change constitutes acceptance of the revised Policy.

Previous versions of this Privacy Policy are available on request by contacting support at vhago dot com. Please include "Privacy Policy Archive Request" in your subject line.

Contact & Complaints

If you have any questions, concerns or requests relating to this Privacy Policy or to the way vhago handles your personal data, please contact our team using the details below. vhago is committed to resolving privacy-related enquiries fairly and promptly.

• Email: support at vhago dot com — please include "Privacy" in the subject line to ensure your message is routed to the appropriate team member.
• Response time: Privacy enquiries are acknowledged within 5 business days. Formal requests (access, erasure, portability, etc.) are completed within 30 calendar days of identity verification.
• Language: Our privacy support team can respond in both English and Bengali to ensure all members of the vhago community can engage with privacy matters in a language they are fully comfortable with.

If you are not satisfied with vhago's response to a privacy complaint, you have the right to escalate the matter to vhago's senior compliance team by replying to the original response email and requesting escalation. We will complete an escalated review within 20 business days.