pukluck
Privacy Policy
Your privacy matters to us. This Privacy Policy explains what personal data pukluck collects from players in Bangladesh, how that data is used, how it is protected, and what rights you have regarding your information. We are committed to handling your data transparently and responsibly at all times.
SSL Encryption
All data transmitted between your device and pukluck is protected by industry-standard 256-bit SSL encryption. Your personal and financial details are secured in transit at all times.
No Data Selling
pukluck does not sell, rent, or trade your personal data to third-party advertisers or data brokers. Your information is used solely to deliver and improve our services to you.
Your Data, Your Control
You have the right to access, correct, export, restrict, and delete your personal data at any time. Submit a request to our support team and we will action it within 30 calendar days.
Secure Payment Processing
Payment data processed through bKash, Nagad, Rocket, and Upay is handled by certified payment processors. pukluck does not store full mobile wallet credentials on our servers.
Transparent Cookie Use
We use cookies and similar technologies to provide a personalised experience, remember your preferences, and analyse site performance. You can manage cookie preferences through your browser settings.
KYC & AML Compliance
To comply with Know Your Customer (KYC) and Anti-Money Laundering (A ML) obligations, we collect and verify identity documents. This data is handled with strict confidentiality and is never shared beyond what is legally required.
Information We Collect
pukluck collects personal data from you in several ways: directly when you register an account or contact our support team, automatically as you interact with the Platform, and from third-party sources such as payment processors and identity verification services. The categories of data we collect are described below.
Registration and Account Data
When you create a pukluck account, we collect the following information:
- Full legal name as it appears on your government-issued identification document
- Date of birth (used to verify that you meet the 18+ age requirement)
- Email address and mobile phone number (used for authentication, notifications, and support)
- Residential address in Bangladesh (city, district, and postal code)
- Username and encrypted password chosen during registration
- Preferred language and currency settings
Identity Verification (KYC) Documents
As part of our mandatory KYC process, we may collect and store copies of the following documents:
- National Identity Card (NID) issued by the Bangladesh Election Commission
- Passport or driving licence bearing a photograph
- Proof of address documents such as utility bills or bank statements dated within the last three months
- Selfie photographs taken for liveness verification purposes
- Proof of payment method, including mobile wallet transaction screenshots
Financial Transaction Data
We record details of every deposit and withdrawal transaction made on your account, including the payment method used (bKash, Nagad, Rocket, Upay, Visa, or Mastercard), the transaction amount in Bangladeshi Taka (৳ BDT), the date and time of the transaction, and the transaction reference number provided by the payment processor. We do not store full mobile wallet PINs or card CVV numbers.
Gameplay and Betting Data
We collect detailed records of your gaming activity on the Platform, including game sessions, bet amounts, outcomes, bonus usage, and responsible gaming tool activations. This data is used to calculate winnings, detect unusual patterns, and fulfil our legal obligations under applicable AML regulations.
Technical and Device Data
When you access the Platform, our servers automatically log technical data including your IP address, browser type and version, operating system, device type, screen resolution, referring URL, pages visited, session duration, and click-stream data. This data is collected via server logs and cookies.
pukluck collects only the personal data that is strictly necessary for the purposes described in this Privacy Policy. We do not request information that is irrelevant to our services or disproportionate to the purposes for which it is used.
How We Use Your Data
pukluck processes your personal data for specific, legitimate purposes. We do not process your data in ways that are incompatible with the purposes for which it was collected. The table below summarises the primary purposes for which we use your data and the legal basis for each processing activity.
| Purpose | Data Used | Legal Basis |
|---|---|---|
| Account creation and authentication | Name, email, mobile number, password | Contract performance |
| Age and identity verification (KYC) | NID, passport, selfie, address proof | Legal obligation |
| Processing deposits and withdrawals | Payment method details, transaction records | Contract performance |
| Fraud detection and AML monitoring | Transaction data, gameplay data, IP address | Legal obligation / legitimate interest |
| Customer support and communications | Name, email, account history, chat logs | Contract performance / legitimate interest |
| Personalised promotions and bonuses | Gameplay data, preferences, location | Consent / legitimate interest |
| Platform analytics and improvement | Device data, click-stream, session logs | Legitimate interest |
| Responsible gaming monitoring | Gameplay frequency, deposit patterns | Legal obligation / legitimate interest |
Marketing Communications
With your consent at the time of registration or via subsequent opt-in, pukluck may send you promotional emails, SMS messages, or in-platform notifications about bonuses, new games, tournaments, and seasonal offers relevant to the Bangladesh market — including promotions tied to BPL season, Eid, or Pohela Boishakh celebrations. You may withdraw your consent to marketing communications at any time by contacting our support team or updating your account notification preferences. Withdrawal of marketing consent does not affect the lawfulness of processing carried out before the withdrawal.
To stop receiving promotional communications from pukluck, contact our support team at support@pukluck with the subject line "Marketing Opt-Out". We will process your request within 5 business days. Please note that transactional messages (e.g., deposit confirmations, withdrawal notifications, and security alerts) cannot be opted out of as they are necessary for account operation.
Cookies & Tracking Technologies
pukluck uses cookies, web beacons, pixel tags, and similar tracking technologies to enhance your experience on the Platform, remember your preferences, and gather analytical data about how the Platform is used. This section explains the types of cookies we use and how you can control them.
Types of Cookies We Use
| Cookie Type | Purpose | Duration |
|---|---|---|
| Strictly Necessary | Session management, login authentication, security tokens, fraud prevention | Session / up to 24 hours |
| Functional | Remembering language preferences, last visited game category, display settings | Up to 12 months |
| Analytical | Measuring page views, session duration, navigation paths, and feature usage to improve the Platform | Up to 24 months |
| Performance | Load balancing, server error detection, and platform performance monitoring | Session |
Managing Your Cookie Preferences
Strictly necessary cookies cannot be disabled as they are essential for the Platform to function correctly. For all other cookie categories, you may manage your preferences through your browser's settings. Most modern browsers allow you to view, block, or delete cookies stored by individual websites. Please note that disabling functional or analytical cookies may affect your experience on the Platform — for example, your language preferences may not be saved between sessions.
Common browser cookie management guides are available in the help documentation for Google Chrome, Mozilla Firefox, Safari, and Microsoft Edge. Please consult your browser's official support documentation for specific instructions relevant to your device and browser version.
pukluck does not place third-party advertising cookies on your device. We do not participate in cross-site advertising networks or allow external advertisers to place tracking cookies through the Platform. Any analytics data collected is used solely for internal platform improvement purposes.
Data Sharing & Disclosure
pukluck does not sell your personal data to any third party. We share your data only with trusted service providers who assist us in delivering our services, and only to the extent necessary for each specific purpose. All third-party processors are bound by strict data processing agreements and are prohibited from using your data for their own purposes.
Categories of Third Parties We Work With
- Payment processors: bKash, Nagad, Rocket, Upay, and international card networks (Visa, Mastercard) receive transaction data necessary to process your deposits and withdrawals. These providers operate under their own privacy policies and are independently regulated.
- Identity verification providers: We work with certified KYC service providers to verify the authenticity of identity documents submitted during account verification. These providers receive only the documents and data necessary for the verification check.
- Game software providers: Providers such as Pragmatic Play, Evolution Gaming, NetEnt, Microgaming, Spribe, and Ezugi receive anonymised session data for game integrity purposes. They do not receive your full name, NID, or financial details.
- Customer support platforms: Our live chat and ticketing system provider receives your name, email, and the contents of your support conversations to enable customer service delivery.
- Analytics providers: Aggregated, anonymised usage data may be shared with analytics platforms to help us understand how the Platform is used and identify areas for improvement.
Disclosure Required by Law
pukluck may disclose your personal data to law enforcement agencies, financial intelligence units, or other competent authorities where we are legally required to do so — for example, in connection with a court order, AML investigation, or fraud inquiry. We will notify you of such disclosures where we are legally permitted to do so. We will not disclose your data to any government authority beyond what is strictly required by applicable law.
Every third-party service provider that processes personal data on behalf of pukluck is required to sign a data processing agreement committing them to: processing data only on pukluck's documented instructions, implementing appropriate technical and organisational security measures, and deleting or returning all data upon termination of the service relationship.
Data Security
pukluck implements a comprehensive set of technical and organisational security measures to protect your personal data against unauthorised access, accidental loss, destruction, or disclosure. Our security posture is reviewed and updated on a regular basis to address evolving threats.
Technical Security Measures
- 256-bit SSL/TLS encryption for all data in transit between your device and our servers
- AES-256 encryption for sensitive data at rest, including KYC documents and payment records
- Two-factor authentication (2FA) available for all player accounts via SMS OTP
- Automated fraud detection systems that monitor for unusual login behaviour, suspicious transaction patterns, and potential account compromise
- Regular penetration testing conducted by independent security professionals to identify and remediate vulnerabilities
- Secure, access-controlled data centres with physical security measures including biometric access and 24/7 monitoring
Organisational Security Measures
- Access to personal data is restricted on a strict need-to-know basis. Customer support agents can access only the minimum account data required to resolve your query.
- All staff with access to personal data undergo mandatory data protection and security awareness training upon joining pukluck and annually thereafter.
- We maintain an incident response plan that is tested regularly. In the event of a data breach that poses a risk to your rights, we will notify affected players within 72 hours of becoming aware of the incident.
If you believe your pukluck account has been compromised, or if you discover a potential security vulnerability on the Platform, please contact us immediately at support@pukluck with the subject line "Security Report". We investigate all reported security concerns as a matter of urgency and will respond within 24 hours.
Data Retention
pukluck retains your personal data only for as long as is necessary to fulfil the purposes for which it was collected, including to satisfy legal, regulatory, accounting, or reporting obligations. The retention periods below represent our standard practice; specific circumstances may require longer or shorter retention in individual cases.
| Data Category | Retention Period | Reason |
|---|---|---|
| Account registration data | Duration of account + 5 years after closure | Legal and regulatory obligation |
| KYC identity documents | Duration of account + 5 years after closure | AML compliance requirement |
| Financial transaction records | Duration of account + 7 years after closure | Financial record-keeping obligations |
| Gameplay and betting records | Duration of account + 3 years after closure | Dispute resolution, responsible gaming monitoring |
| Customer support logs | 3 years from the date of each interaction | Quality assurance, dispute resolution |
| Technical logs (IP, device data) | 13 months on a rolling basis | Security monitoring, fraud detection |
| Marketing preference records | Until opt-out + 3 years | Proof of consent / withdrawal of consent |
When the applicable retention period expires, personal data is securely deleted or anonymised in accordance with our data deletion procedures. Anonymised data — which can no longer be linked to an individual — may be retained indefinitely for statistical and analytical purposes.
If you request deletion of your account and associated personal data, pukluck will action the deletion of data that is not subject to a mandatory legal retention obligation. Data required to be kept under AML, financial record-keeping, or other applicable regulations will be retained for the periods described above and then securely deleted.
Your Privacy Rights
As a player on the pukluck Platform, you have a number of rights with respect to the personal data we hold about you. These rights are described below. To exercise any of these rights, please contact our support team at support@pukluck with the subject line "Privacy Rights Request". We will respond to all valid requests within 30 calendar days.
Please note that certain rights are subject to limitations. For example, we cannot delete data that we are legally required to retain under AML or financial record-keeping regulations. Where a request cannot be fulfilled in full, we will explain the specific reason and the portion of the request that can be actioned.
Email support@pukluck with the subject "Privacy Rights Request". Include your registered username, registered mobile number, the specific right you wish to exercise, and a brief description of your request. For account security purposes, we may ask you to verify your identity before processing certain requests. We aim to respond to all requests within 30 calendar days.
Contact & Complaints
If you have any questions, concerns, or complaints regarding the way pukluck handles your personal data, we encourage you to contact us in the first instance. Our data protection team will investigate your concern and respond within 10 business days.
Data Protection Contact
For all privacy-related enquiries, please contact pukluck's data protection team using the following details:
- Email: support@pukluck — subject line: "Privacy Enquiry"
- WhatsApp: +880 1XXX-XXXXXX (plain text only — not a clickable link)
- Support Hours: 24/7, Bangladesh Standard Time (BST, UTC+6)
Updates to This Privacy Policy
pukluck reserves the right to update this Privacy Policy at any time to reflect changes in our data processing practices, applicable law, or the services we offer. When we make material changes to this Policy, we will notify registered players by email to their registered address and by a prominent notice on the Platform. The "Last Updated" date at the top of this page will always reflect the most recent revision. We encourage you to review this page periodically to stay informed about how we protect your information.
Your continued use of the pukluck Platform after any update to this Privacy Policy constitutes your acceptance of the revised Policy. If you do not agree with the changes, you should cease using the Platform and contact our support team to request account closure and data deletion where applicable.
If you are dissatisfied with our response to a privacy complaint, you have the right to escalate your concern to the relevant data protection or consumer protection authority in Bangladesh. pukluck cooperates fully with all legitimate regulatory enquiries and will not retaliate against any player who exercises their privacy rights in good faith.
Your Privacy is Protected at pukluck
Now that you understand how we protect your data, you can play with confidence. Explore our games, review our FAQ, or visit our Responsible Gaming page to learn more about our player commitments.