newluck
Privacy Policy

Section 1

Information We Collect

newluck collects personal information from you at the point of registration, during ongoing account use, and as part of our Know Your Customer (KYC) verification process. The categories of information we collect, and the circumstances under which we collect them, are described in full below.

Registration Data. When you create a newluck account, we collect your full legal name, date of birth, residential address, Bangladeshi mobile phone number, and your preferred payment method (such as bKash, Nagad, or Rocket). This information is necessary to establish your account, verify your identity, and ensure you meet the minimum age requirement of 18 years.

KYC Verification Data. To comply with anti-money laundering obligations and to confirm your eligibility to withdraw funds, we may request copies of identity documents. Accepted documents include your Bangladeshi National Identity Card (NID), passport, or driver's licence, alongside proof of address such as a recent utility bill or bank statement. For payment method verification, we may request a bKash or Nagad account statement confirming that the payment account is registered in your name.

Transaction Data. Every deposit, withdrawal, bonus redemption, and wager placed on the newluck platform generates a transaction record. We retain these records as part of your account history and for financial audit and fraud prevention purposes.

Technical Data. When you access the newluck platform, our servers automatically record your IP address, browser type and version, operating system, device type, screen resolution, referring URL, session duration, and the pages and games you interact with. This technical data helps us optimise platform performance, detect suspicious access patterns, and improve user experience.

Communications Data. If you contact our support team via live chat or email, we retain records of those communications, including the content of messages and any files shared. These records are used to resolve your query, train our support team, and maintain a history of your service interactions.

newluck uses the personal data we collect for clearly defined purposes. We do not use your data for any purpose that is incompatible with those stated here, and we do not process your data in ways you would not reasonably expect given the nature of our platform.

Account Administration. Your registration data is used to create and maintain your player account, process deposits and withdrawals via bKash, Nagad, Rocket, Upay, Visa, Mastercard, and Dutch-Bangla Bank, and to provide access to the games and services available on the newluck platform.

Identity and Age Verification. We use the documents you provide during KYC to confirm that you are who you say you are and that you are at least 18 years of age. This is a legal and responsible gaming obligation that newluck takes with the utmost seriousness.

Fraud Prevention and Security. Transaction records, IP data, and device information are analysed by our automated fraud detection systems to identify unusual activity, prevent unauthorised access, and protect the integrity of the platform for all players.

Regulatory Compliance. newluck is required to retain certain transaction and identity records to comply with anti-money laundering (AML) obligations. This includes maintaining audit trails of all financial activity on the platform.

Customer Support. Communications data — including live chat transcripts and support emails — is used to resolve your queries, follow up on open issues, and continuously improve the quality of our support service.

Platform Improvement. Aggregated, anonymised technical data (not linked to any individual player) is used to analyse usage patterns, identify performance bottlenecks, and guide product development decisions to improve the newluck experience for all players.

Responsible Gaming. We may use your account activity data — including session length, wagering patterns, and deposit frequency — to identify indicators of problem gambling behaviour and to proactively offer responsible gaming tools such as deposit limits and self-exclusion options.

newluck does not sell, rent, or trade your personal data to any third party for their own commercial or marketing purposes. We share your data only in the specific, limited circumstances described below, and only to the extent necessary to fulfil the stated purpose.

Payment Processors. To process your deposits and withdrawals, newluck shares the minimum necessary payment and identity information with our payment partners, including bKash, Nagad, Rocket, Upay, Visa, Mastercard, and Dutch-Bangla Bank. These partners operate under their own privacy policies and are contractually prohibited from using your data for any purpose other than processing your transaction.

Game Studio Providers. Certain games available on the newluck platform are delivered by third-party game studios, including Pragmatic Play, Evolution Gaming, NetEnt, Microgaming, Spribe, and Ezugi. When you play a game delivered by one of these studios, technical session data may be transmitted to that provider's servers for game delivery and fairness auditing purposes. No personally identifiable information beyond a session token is shared with game studios.

KYC and Identity Verification Services. newluck may use third-party identity verification providers to assist in validating the authenticity of identity documents submitted during KYC. These providers are bound by strict data processing agreements and may not retain or use your documents for any purpose outside of the verification service.

Legal and Regulatory Disclosure. newluck may be required to disclose personal data to law enforcement agencies, financial intelligence units, or other government bodies in Bangladesh where we are compelled to do so by applicable law, court order, or regulatory requirement. In such cases, we will disclose only the minimum information legally required.

The newluck platform uses cookies and similar tracking technologies to operate correctly, deliver a personalised experience, and improve platform performance. A cookie is a small text file placed on your device by our servers when you visit the platform. Cookies do not contain executable code and cannot harm your device.

Strictly Necessary Cookies. These cookies are essential for the platform to function. They manage your authenticated session, maintain your account login state, and store your language and game preferences. Without these cookies, you would not be able to log in or place bets. You cannot opt out of strictly necessary cookies while using the platform.

Performance and Analytics Cookies. We use anonymised analytics cookies to measure how players navigate the platform, which pages are most frequently visited, and where technical errors occur. This data is used in aggregate to guide platform improvements and is not linked to any individual player's personal profile.

Functional Cookies. Functional cookies remember your account preferences, such as your preferred payment method and favourite game categories, so that you do not need to re-enter these settings on each visit. These cookies improve the convenience of your experience without tracking your behaviour across third-party websites.

Managing Your Cookie Preferences. You may adjust your browser settings to block or delete cookies at any time. However, please be aware that disabling strictly necessary cookies will prevent you from using core platform features, including logging in and placing bets. Instructions for managing cookies vary by browser — please consult your browser's help documentation for specific guidance.

newluck employs a layered security architecture to protect your personal data from unauthorised access, disclosure, alteration, or destruction. Our security measures include 256-bit SSL/TLS encryption on all data in transit, AES-256 encryption for sensitive data at rest, role-based access controls limiting internal data access to authorised personnel only, regular penetration testing and vulnerability assessments, and continuous server monitoring for anomalous activity.

Passwords stored in our systems are hashed using a one-way cryptographic algorithm. This means that even newluck staff cannot view your plain-text password, and in the event of a data breach, your password itself would not be exposed in a readable format. We strongly recommend that you use a unique, complex password for your newluck account and that you do not reuse it across other platforms.

Despite our best efforts, no online platform can guarantee absolute security. In the unlikely event of a data breach that poses a significant risk to your rights, newluck will notify affected players via their registered email address within a reasonable timeframe and will take all necessary steps to contain and remediate the breach.

Data Retention Policy. We retain your personal data only for as long as is necessary for the purpose for which it was collected or as required by applicable law. Our standard retention periods are as follows:

Section 7

Children & Minors

The newluck platform is strictly intended for adults aged 18 and above. We do not knowingly collect, process, or retain personal data from any individual under the age of 18. Our registration process includes mandatory date-of-birth verification, and any account found to have been created by a person under the age of 18 will be immediately closed, with all deposits returned and all winnings voided.

If you are a parent or guardian and have reason to believe that a minor in your care has registered an account on newluck or has submitted personal data to our platform without your knowledge or consent, please contact us immediately at support@newluck. We will investigate the matter urgently, close the account, and delete any personal data associated with the minor without delay.

newluck actively supports responsible gaming initiatives aimed at preventing underage gambling. We encourage parents and guardians to make use of available parental control software and internet filtering tools to prevent minors from accessing online gambling platforms. If you need guidance on this topic, our Responsible Gaming page provides detailed resources and support contacts.

Section 8

Policy Updates & Contact

newluck reserves the right to update or amend this Privacy Policy at any time. Changes may be made to reflect updates in our data practices, changes in applicable law, new features added to the platform, or feedback received from players and regulatory bodies. The effective date shown at the top of this page will be updated each time a material change is made.

Where changes to this Privacy Policy are material — meaning they significantly affect how we collect or use your personal data — we will notify all registered players via their registered email address at least 14 days before the changes take effect. Minor editorial updates, clarifications, or corrections that do not alter the substance of our data practices will be published without individual notification.

Your continued use of the newluck platform following the publication of an updated Privacy Policy constitutes acceptance of the revised terms. If you do not agree with any changes to this policy, you must discontinue your use of the platform and contact our support team to close your account.

If you have any questions, concerns, or requests relating to this Privacy Policy or to the personal data that newluck holds about you, please contact our Data Support team using the details below. We aim to respond to all privacy-related enquiries within 5 business days.