Reference

How We Handle Your Data and Account

This page sets out the legal basis under which we process your information, manage your account, and handle transactions through bKash, Nagad, and Rocket.

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khelalive How We Handle Your Data and Account
CONTACT OUR TEAM

How to Reach Us About Legal Matters

If something in this policy is unclear, or if you want to make a data request, our support paths are built for quick resolution. You do not need to navigate a long form — just pick the channel that suits you and reference your account details so we can locate your records quickly.

Live Chat Open the chat widget from any page on our site. Mention your query relates to data or legal matters and the agent will route you to the right team. Available around the clock, responses typically arrive in the same session.
Email Support Send your legal query or data access request to the address shown in your account dashboard. Include your registered mobile number and a brief description. We aim to acknowledge receipt promptly and follow up with a full answer.
Account Dashboard Log into your account and navigate to the support section. From there you can submit a structured request — data export, correction, or deletion — and track its progress without leaving the page.
HOW WE PROTECT YOU

Data Handling, Cookies, and Account Security

Knowing how your information is stored and used builds confidence. Here we break down each area so you can see the specifics rather than relying on vague assurances. Every measure we describe applies equally whether you deposit via bKash, Nagad, or Rocket.

Encryption at Rest

Your personal and financial data is encrypted using industry-standard protocols before it reaches our storage servers. Even internal staff access is restricted by role, so only authorised personnel can view sensitive fields when processing a support request.

Cookie Management

We use session cookies to keep you logged in and preference cookies to remember your language and display settings. No advertising trackers run on our pages. You can clear or block cookies through your mobile browser settings at any time.

Account Verification

Before processing a withdrawal, we verify your identity against the mobile number and wallet linked during registration. This step protects you if someone else gains access to your login.

Data Retention Policy

Active accounts retain data for the duration of use. Once you request closure, we keep records only as long as applicable regulation requires, then permanently delete identifiable information.

Requesting Changes

You have the right to ask us to correct inaccurate data, export your records, or delete your account entirely.

Incident Response

If we detect unusual activity on your account — such as login attempts from an unrecognised device — we temporarily lock the session and notify you via the mobile number on file.

Common Questions About Your Rights Here

These are the questions account holders in Bangladesh ask us most often regarding legal matters, data handling, and eligibility. Each answer reflects our current policies — if something changes, this section is updated alongside the main policy text.

We collect your name, mobile number, and the wallet reference you use for bKash, Nagad, or Rocket transactions. We also log device type and IP region to confirm eligibility. No additional data is gathered unless you provide it voluntarily through support interactions.

Yes. Log into your account dashboard, go to the support section, and submit a data export request. We compile your records and deliver them in a readable format. The process follows a defined timeline which we communicate when you submit the request.

We use session cookies to maintain your login and preference cookies to save language or display choices. We do not run advertising or third-party tracking cookies. You can disable cookies in your browser, though this may require you to log in again each visit.

Transaction data is used solely for processing your deposit or withdrawal. We do not sell or share it with unrelated third parties. Internal access is limited to the finance and support teams who need it to complete your request or resolve a dispute.

After closure, we retain identifiable records only as long as applicable regulation requires. Once that period ends, your personal information is permanently deleted from our systems. Non-identifiable, aggregated data may be kept for internal reporting purposes.

Reach our support team through live chat or email — both accessible from the account dashboard. Reference your account details and describe the concern. We acknowledge receipt promptly and assign a case handler who will walk you through the resolution steps.

Yes. Availability of features, games, and payment methods depends on your local law and the eligible regions where we are permitted to operate. We make this clear during registration and update the policy if conditions in your region change.

We match the withdrawal request against the mobile number and wallet linked at registration. An OTP is sent to that number for confirmation. This prevents unauthorised access even if someone else obtains your login credentials.

Absolutely. Submit a correction request through the account dashboard or live chat. Provide the details you want updated and any supporting reference. We verify the change and confirm once it has been applied to your records.

We revise this page whenever our policies, payment partnerships, or regional eligibility conditions change. The date of the most recent update is noted at the bottom of the page so you can confirm you are reading the current version.

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