when's Privacy Policy
This policy clearly explains how your personal information is collected on the when platform, what it is used for, and how it is kept secure.
Introduction and Scope
This privacy policy applies to the when platform and all its services. When you register, log in, or use any service on when, you are considered to have accepted the terms of this policy.
when places the highest importance on its users' privacy. We do not sell your personal information to any third party or disclose it without authorisation. To help you understand this policy, you may also read our Terms and Conditions page, which sets out the full terms governing use of the platform.
This policy has been prepared in accordance with the applicable laws and regulations of Bangladesh. when reserves the right to update this policy as needed — you will be notified of any changes through the platform.
What Information We Collect
1 Registration and Account Information
When you create an account on when, we collect the following information:
- Full name and date of birth (for age verification — all activities are for users aged 21 and above)
- Mobile number and email address
- Username and password (stored in encrypted form)
- Address and national identity card details (where identity verification is required)
2 Financial and Transaction Information
During deposits and withdrawals, when processes the following financial information:
- Payment method details — relating to bKash, Nagad, Rocket, Upay, or bank transfer
- Transaction amount, date, and reference number
- Deposit and withdrawal history
Financial information is always transmitted via SSL encryption and is never shared over unsecured channels.
3 Usage and Activity Information
Certain information is recorded automatically while you use the platform:
- IP address, device type, and operating system
- Browser version and session duration
- Game play history, betting activity, and bonus usage
- Cookie and local storage data (discussed in detail below)
4 Communication Information
When you contact when's support team via live chat or email, a record of that conversation may be retained. This is used to improve service quality and to handle future complaints.
Purpose of Information Use
5 Primary Purposes
when uses the information collected for the following legitimate purposes:
- Account creation, management, and verification
- Processing deposits and withdrawals — minimum deposit ৳500 and withdrawal ৳800
- Managing bonuses, cashback, and promotional offers
- Resolving technical issues and providing customer support
- Preventing fraud and ensuring account security
6 Service Improvement and Personalisation
when analyses your usage patterns to improve its services. This includes suggesting games based on your preferences and informing you of relevant offers. However, this analysis is entirely automated — no human analyst monitors your personal activity.
7 Responsible Gaming Support
when can monitor your gaming activity patterns to identify risky behaviour and provide support where needed. Our Responsible Gaming guide contains full information on this — including how to maintain healthy gaming habits and set limits.
How We Protect Your Information
8 Technical Security Measures
when uses industry-standard technology to protect your information:
- SSL Encryption: All data exchanged on the platform is encrypted using SSL technology, so third parties cannot read it.
- Encrypted Password Storage: Your password is never stored directly — it is kept only in hashed form.
- Firewall and Access Controls: Only authorised personnel can access specific data on the servers.
- Regular Security Audits: Periodic assessments are conducted to identify system vulnerabilities.
9 Data Retention Period
Information is retained for as long as your account remains active. Even after an account is closed, certain information may be kept for a defined period due to legal obligations or dispute resolution requirements. Once that period ends, information is securely deleted or anonymised.
10 Response to a Data Breach
If a data breach occurs and it affects your information, when will notify you as quickly as possible and take the necessary protective measures. In such cases, our support team is available 24/7 via live chat or email.
Third Parties and Information Sharing
11 When Information Is Shared
when never sells your personal information to third parties. However, limited information may be shared with the following parties in specific circumstances:
- Payment Processors: bKash, Nagad, Rocket, Upay, and bank transfer service providers receive the information needed to complete transactions.
- Technology Partners: Game providers may receive limited data to process gameplay information.
- Legal Obligations: Information may be provided in compliance with a valid order from a Bangladeshi court or government authority.
- Fraud Prevention: Specific information may be shared with trusted security service providers to maintain platform safety.
Any information shared with third parties is subject to contractual confidentiality obligations.
12 International Data Transfers
when's server infrastructure operates in accordance with international standards. Where your information needs to be processed outside Bangladesh, this is always done with appropriate safeguards in place and in a manner consistent with this policy.
Cookies and Tracking Technologies
13 Use of Cookies
The when website uses cookies, which are small data files stored in your browser. Cookies are used for three types of purposes:
- Essential Cookies: These are necessary to maintain login sessions and ensure security. Disabling them will prevent the platform from working properly.
- Functional Cookies: Used to remember your preferred language and settings.
- Analytics Cookies: Collect usage statistics from the platform to help improve services.
You can disable non-essential cookies through your browser settings, though this may affect the functionality of certain features.
Your Rights and Controls
14 Data Access and Correction
As a registered user on when, you have the following rights:
- Right of Access: The right to request information about what data we hold about you.
- Right of Correction: The right to request that incorrect or outdated information be updated.
- Right to Erasure: The right to request deletion of your information in certain circumstances — where there is no legal obligation to retain it.
- Right to Object to Processing: The right to object to the use of your information for a specific purpose.
- Data Portability: The right to request your information in a structured format in certain circumstances.
To exercise these rights, contact when's support team via live chat or email. Email: [email protected]
15 Withdrawing Consent for Marketing Communications
If you no longer wish to receive promotional messages from when, you can withdraw this consent at any time through your account settings or by notifying the support team. However, important service-related messages (transaction confirmations, security alerts) cannot be turned off.
Protection of Minors' Information
16 Age Verification and Child Protection
All when services are strictly for users aged 21 and above. We do not knowingly collect information from anyone under the age of 21. Age verification during registration is mandatory.
If it comes to our attention that a minor has created an account on when, that account will be closed immediately and any collected information will be deleted.
Policy Changes and Contact
17 Policy Update Process
when may amend this privacy policy as needed. For any significant changes:
- A clear notice will be published on the platform.
- Registered users may be notified by email or mobile.
- The "Last Updated" date at the top of the page will be revised.
Continued use of the platform after a change has been made will be considered acceptance of the new policy. We therefore encourage you to review this page periodically.
18 How to Contact Us
If you have any questions or concerns about this privacy policy, please contact when's support team:
- Live Chat: Available on the platform 24/7, with support in Bengali and English.
- Email: [email protected]
To learn more about when, visit our About Us page, where you will find details about the platform's goals and how it operates. For answers to common questions, you can also visit our FAQ section.
Learn More About when
Visit the pages below for details on the platform's rules and responsible gaming.