melber Privacy Policy

1. Data We Collect

1.1 Information You Provide Directly

When you register a melber account, complete KYC verification, make deposits or withdrawal requests, contact customer support, or participate in promotions, you provide us with personal data directly. This data includes:

• Identity data: Full legal name, date of birth, gender, and nationality as provided during registration or KYC.
• Contact data: Mobile phone number, email address, and residential address (district, city, or division within Bangladesh).
• Identity document data: Bangladeshi National Identity Card (NID) number, passport number, or other government-issued identification details submitted for age and identity verification.
• Payment data: bKash account number, Nagad account number, Rocket or Upay wallet details, or bank account information used for deposits and withdrawals. Full payment credentials (card numbers, full account numbers) are processed through secure payment infrastructure and are not stored directly on melber servers in unencrypted form.
• Communications data: Records of live chat conversations, email correspondence, and any feedback or complaints submitted to the melber support team.

1.2 Information Collected Automatically

When you access and use the melber platform, certain technical data is collected automatically through your device and browser. This includes:

• Device data: Device type, operating system, browser type and version, screen resolution, and hardware identifiers where applicable.
• Network data: IP address, approximate geographic location derived from IP, internet service provider (ISP), and mobile network operator.
• Usage data: Pages visited within the melber platform, games played, betting markets accessed, session duration, click patterns, feature interactions, and navigation paths through the site.
• Transaction data: Records of all deposits, withdrawals, wagers placed, games played, bonuses claimed, and account balance changes within the melber platform.
• Cookie and tracking data: Information gathered through cookies and similar tracking technologies as described in the Cookies section of this policy.

1.3 Data from Third Parties

melber may receive limited personal data about you from trusted third-party sources in specific circumstances. This includes identity verification data from KYC service providers used to validate documents submitted by players, fraud detection signals from payment processing partners, and aggregated analytics data from platform performance monitoring services. In all cases, third-party data is received only to the extent necessary for operating the melber platform safely and in accordance with this Privacy Policy.

2. How We Use Your Data

2.1 Platform Operation

The primary purpose for which melber collects and processes personal data is to operate the melber platform and deliver the services you have signed up for. This includes processing your account registration, verifying your identity and age, processing deposits and withdrawals via bKash, Nagad, Rocket, Upay, and supported Bangladeshi banks, maintaining your account balance and transaction history, and enabling access to games and betting markets on the melber platform.

2.2 Legal and Regulatory Compliance

melber processes certain categories of personal data because we are legally or operationally required to do so. This includes conducting mandatory KYC age and identity verification before granting full account access and withdrawal privileges, maintaining accurate transaction records for audit and financial integrity purposes, detecting and preventing fraud, money laundering, and other prohibited activities, and responding to lawful requests from courts, regulators, or law enforcement authorities. melber will not process data for compliance purposes beyond what is strictly necessary to meet these obligations.

2.3 Platform Security and Fraud Prevention

melber uses technical and usage data to protect the integrity of the platform and the safety of all players. This includes monitoring for suspicious login activity, detecting unusual betting patterns that may indicate account compromise or collusion, identifying duplicate account registrations, and investigating potential misuse of promotional offers. Security-related data processing is carried out in the legitimate interests of melber and its player community to maintain a fair and secure gaming environment.

2.4 Customer Support

When you contact the melber support team via live chat or email, we process the content of your communication along with your account information in order to investigate and resolve your query. Support communications are retained for a period of up to 36 months to allow for follow-up, dispute resolution, and quality assurance purposes. Support staff access to your personal data is limited to what is necessary to handle your specific request.

2.5 Personalisation and Marketing

With your consent, melber may use information about your platform usage — such as the games you play, sports you bet on, and promotional offers you engage with — to tailor the content and offers displayed to you within the melber platform. We may also send you promotional communications about new games, seasonal offers (such as BPL cricket promotions or Eid special bonuses), and platform updates via the contact details registered on your account. You may withdraw consent for marketing communications at any time by updating your account preferences or contacting live chat support.

3. Data Sharing & Disclosure

3.1 Service Providers

melber shares personal data with carefully selected third-party service providers who assist in delivering the platform's services. These providers are contractually bound to process data only as instructed by melber and in accordance with applicable data protection standards. Categories of service providers who may receive your data include:

• KYC and identity verification providers who validate identity documents and age confirmation submitted during account registration.
• Payment processing partners who facilitate deposit and withdrawal transactions via bKash, Nagad, Rocket, Upay, and supported bank transfer channels.
• Fraud detection and security services who analyse transaction patterns and login behaviour to identify and prevent fraudulent activity.
• Platform hosting and infrastructure providers who supply the server infrastructure and content delivery services on which the melber platform operates.
• Customer support platform providers who supply the live chat and communications tools used by the melber support team.

3.2 Game Content Providers

The melber platform hosts games supplied by third-party game studios and providers including Pragmatic Play, Evolution Gaming, NetEnt, Microgaming, Spribe, and Ezugi, among others. When you play games supplied by these providers, certain technical and gameplay data (such as game session identifiers, bet amounts, and outcomes) may be shared with the relevant provider as part of the game delivery infrastructure. This data is used solely for game operation, fairness verification, and technical support purposes. Game providers are not permitted to use this data for independent marketing purposes.

3.3 Legal Disclosures

melber may disclose personal data to government bodies, law enforcement agencies, courts, or regulators where we are required to do so by law, court order, or lawful regulatory request. melber will take reasonable steps to notify affected players of such disclosures where legally permitted to do so, unless prohibited by the terms of the disclosure request itself.

3.4 No Sale of Personal Data

melber does not sell, rent, or trade your personal data to any third party for their own independent marketing or commercial purposes. Data shared with service providers is shared strictly for the purposes described in this Privacy Policy and under contractual obligations that prohibit further sharing or independent use. This commitment applies to all players regardless of the payment method used or the type of account held on the melber platform.

4. Cookies & Tracking

4.1 What Are Cookies

Cookies are small text files placed on your device by a website when you visit it. They allow the website to recognise your device on subsequent visits, remember your preferences, maintain your login session, and collect information about how you interact with the site. The melber platform uses cookies and similar technologies (such as local storage and session storage) to provide a functional, personalised, and secure user experience.

4.2 Types of Cookies Used by melber

4.3 Managing Cookies

You can control and manage cookies through your browser settings. Most modern browsers allow you to block, delete, or restrict cookies on a per-site basis. Please be aware that disabling essential cookies will impair the functionality of the melber platform, and you may not be able to log in or access key features if essential cookies are blocked. Detailed guidance on managing cookies is available in the help documentation of your browser of choice.

5. Data Retention

5.1 Retention Periods

melber retains personal data only for as long as is necessary for the purpose for which it was collected, or as required by applicable legal and regulatory obligations. The following general retention periods apply:

• Account and identity data: Retained for the duration of your active account plus a minimum of 5 years following account closure, in order to satisfy financial record-keeping and anti-money laundering compliance requirements.
• Transaction records: Retained for a minimum of 5 years from the date of each transaction, in accordance with financial record-keeping obligations applicable to payment processing and gaming platforms.
• KYC documents: Retained for a minimum of 5 years following account closure or the completion of the KYC process, whichever is later.
• Customer support records: Retained for up to 36 months from the date of each interaction, to support follow-up queries and dispute resolution.
• Marketing preference records: Retained for as long as your account remains active plus 12 months following account closure or withdrawal of marketing consent.
• Technical and usage logs: Retained for up to 12 months for security monitoring and platform performance analysis, after which they are deleted or anonymised.

5.2 Deletion and Anonymisation

When the applicable retention period for a category of personal data has elapsed and no legal basis exists for continued retention, melber will either securely delete the data from its systems or anonymise it such that it can no longer be linked to any identifiable individual. Anonymised and aggregated data may be retained indefinitely for statistical and platform development purposes, as it no longer constitutes personal data once all identifying attributes have been removed.

6. Data Security

6.1 Technical Safeguards

melber implements a range of technical and organisational security measures to protect personal data against unauthorised access, accidental loss, alteration, or disclosure. These measures include:

• SSL/TLS encryption: All data transmitted between your device and the melber platform is encrypted using industry-standard TLS protocols, ensuring that your login credentials, payment details, and personal information cannot be intercepted in transit.
• Encrypted data storage: Sensitive personal data, including identity documents and payment credentials, is stored in encrypted form using strong encryption standards.
• Access controls: Access to personal data within melber's internal systems is restricted on a strict need-to-know basis. Staff members are granted the minimum level of data access required to perform their specific role. Access is authenticated and logged.
• Intrusion detection and monitoring: melber's platform infrastructure is subject to continuous security monitoring to detect and respond to potential intrusion attempts, anomalous activity, or data access patterns that fall outside normal operational parameters.
• Regular security reviews: melber conducts periodic reviews of its data security practices, access controls, and infrastructure configurations to identify and address potential vulnerabilities.

6.2 Your Role in Data Security

While melber takes extensive measures to protect your personal data, the security of your melber account also depends on steps you take personally. You should use a strong, unique password for your melber account that you do not reuse on other platforms. You should never share your login credentials with any third party. If you suspect that your melber account has been accessed without your authorisation, you must contact our live chat support team immediately so that protective action can be taken without delay.

7. Your Privacy Rights

7.1 Right of Access

You have the right to request a copy of the personal data that melber holds about you. Upon receipt of a valid access request, melber will provide you with a summary of your personal data in a readable format within a reasonable timeframe. Access requests can be submitted by contacting the melber support team via live chat or by emailing [email protected] from the address registered on your account.

7.2 Right to Rectification

If any personal data that melber holds about you is inaccurate or incomplete, you have the right to request that it be corrected. Minor corrections to contact details such as your registered mobile number or email address can be made directly through your melber account settings. Corrections to identity data such as your name or date of birth, which are tied to KYC verification records, must be submitted via the support team along with supporting documentary evidence.

7.3 Right to Erasure

You may request the deletion of your personal data from melber's systems in certain circumstances — for example, where the data is no longer necessary for the purpose for which it was collected, or where you have withdrawn consent and no other legal basis for processing exists. Please note that melber is subject to mandatory data retention obligations relating to financial records and KYC documentation, as described in the Data Retention section. These legal obligations may mean that not all data can be deleted immediately upon request, even where a valid erasure request is submitted.

7.4 Right to Restrict Processing

In certain circumstances — such as where you contest the accuracy of data held about you, or where you object to our processing of your data while that objection is under review — you may request that melber restricts the processing of your personal data to storage only, until the matter is resolved. Requests to restrict processing should be submitted to the support team via live chat or email.

7.5 Right to Object to Marketing

You have the right to object to the use of your personal data for direct marketing purposes at any time. To opt out of marketing communications from melber, you can update your communication preferences in your account dashboard, contact live chat support, or email [email protected] with a clear opt-out request. Operational communications relating to your account — such as deposit confirmations, withdrawal notifications, and security alerts — are not marketing communications and cannot be opted out of while your account remains active.

7.6 Exercising Your Rights

To exercise any of the rights described in this section, please contact the melber support team via 24/7 live chat or by emailing the address listed below. melber will acknowledge your request promptly and aim to respond in full within 30 days. In complex cases where additional time is required, we will notify you of the extension and the reason for the delay.

8. Policy Updates & Contact

8.1 Changes to This Privacy Policy

melber reserves the right to update this Privacy Policy at any time to reflect changes in our data practices, applicable legal requirements, or the services offered on the melber platform. When a material change is made, we will display a prominent notice on the melber platform and update the "Last updated" date at the top of this document. We encourage you to review this Privacy Policy periodically to stay informed about how your data is being handled. Continued use of the melber platform following the publication of a revised Privacy Policy constitutes your acceptance of the updated terms.

8.2 Contact for Privacy Matters

If you have any questions, concerns, or requests relating to this Privacy Policy or the way melber processes your personal data, please reach out to us through one of the following channels:

• Live Chat: Available 24/7 from your melber account dashboard — the fastest way to reach our support team.
• Email: [email protected] — for formal privacy requests and written correspondence.

All privacy-related enquiries are handled by the melber support team, who will escalate data protection matters to the appropriate internal team as required. melber is committed to resolving all privacy concerns in a timely and transparent manner.