What this policy covers
Everything written here applies to the payo24 website, the mobile site and the payo24 app. It covers account holders in Bangladesh and anyone who writes to live chat, even if they have not signed up yet. Pages we link to that belong to other companies, such as your mobile wallet or your bank, follow their own rules instead. We cannot answer for how they store your number.
Below is the short version of what sits in your file, before the sections explain each part in more detail.
| Data | What we keep | Reason |
|---|---|---|
| Profile | Full name, date of birth, mobile number, email | Age check and account access |
| Login | IP address, browser, device model, session times | Spotting a stolen password |
| Payments | Wallet or bank number, transaction ID, amount, time | Settling deposits and payouts |
| Documents | NID, passport or driving licence image | Verification before withdrawal |
| Play history | Rounds played, stakes, bonus progress | Correct bonus and cashback maths |
| Support | Chat transcript tied to your account number | Following up on your case |
Details you give us when you open an account
Registration asks for your full name, date of birth, mobile number and email address. Your date of birth is checked against the 18+ rule before the account goes live, so use your real one. If you add a wallet or bank number later, that detail is stored with the profile as well. We do not ask for a village address, a photo of your room or copies of utility bills unless a specific withdrawal needs them for a check.
Why payo24 keeps this information
Data is held so the account can run, not to build an advertising profile. Every record on file does one of these jobs:
- Confirm you are 18 or older and that the name on your payo24 account matches your documents.
- Settle deposits and withdrawals, and leave you a history you can check line by line.
- Pay bonuses and cashback correctly, and apply the 21x wagering rule where it belongs.
- Catch duplicate accounts, stolen cards and bets placed from a flagged device.
- Answer a live chat question with the facts of your actual case instead of a guess.
Payment records from bKash, Nagad and your bank
The cashier takes deposits from ৳500, and each one is stored with its transaction ID, amount, sending number and the time it landed. We never see and never store your wallet PIN, so no agent can ask you for it. Withdrawals are matched against the number you used to deposit, which is why that SIM should stay in your hands. Both directions stay linked to your account so a dispute can be traced months later if it has to be.
Documents we ask for before your first withdrawal
Verification starts the first time you ask for a payout, not on the day you sign up. Send a clear photo or scan and make sure the name matches your payo24 profile letter for letter. Our team reviews the file within 24 hours. Until that review finishes, the withdrawal waits, but you can still play and still deposit. Once it clears, the first payout usually lands in about 2 hours.
We accept three document types
- National ID card (NID), front and back
- Passport photo page
- Driving licence with the photo visible
Cookies and the session data behind your login
Cookies keep you signed in and remember small choices like your language and the last game filter you used. We also log the IP address, browser and device model each session comes from, because a login from an unfamiliar handset is the earliest sign that a password has leaked. You can clear cookies in your browser whenever you like. Doing that simply signs you out; it does not close your account or delete your balance.
Who else sees your data
Staff see only the parts of the file they need. A chat agent can view your account status and recent transactions, and a payments clerk can view deposit records, but neither can browse the whole profile at will. Outside the company, data goes to the wallet operators and banks that move your money, to game providers who need a player ID to settle a round, and to auditors or regulators when the law requires it. payo24 does not sell personal data to anyone.
Closing an account and clearing old records
Records stay on file while the account is open. If you ask us to close it, the account is blocked, the remaining balance is settled first, and then personal details are cleared from the systems that serve live players. Some payment and verification records are held longer because tax and anti-money-laundering rules demand it, and those copies are kept out of normal staff view. Ask in live chat and an agent can tell you what will be removed.
Keeping your account secure on a shared phone
Plenty of players in Dhaka share one handset with family, and that is fine as long as you log out after each session instead of closing the tab. Do not let the browser save your password, and keep a screen lock on the phone. If the phone is lost or stolen, message live chat straight away so the account can be frozen. Never pass your one-time code to anyone, including a caller who says they are from payo24.
The choices you can make about your data
You can ask for a copy of what is held on your account, ask for a correction when a name or number is wrong, ask us to stop sending offers, and ask for the account to be closed. Requests go through live chat so we can confirm who is asking before anything changes. Anything touching a payment trail takes longer, since money records cannot simply be erased on request. A marketing opt-out takes effect immediately.
Reach the privacy team through live chat
payo24 handles privacy questions in live chat, open 24/7 and staffed in Bangla and English. Say at the start that you are asking about personal data, and the agent will pass the case to the privacy team with your account number attached. There is no email address to remember and no long form to fill in. Keep your account number to hand so the file opens on the first message rather than the fifth.