Reference

How We Handle Your Rights and Our Obligations

This page covers the legal framework around your novabet account — what we owe you, what you agree to, and how local regulation shapes your access. We keep it plain because you deserve clarity, not jargon.

Account RightsData HandlingEligibility by RegionDispute ProcessContact Paths
novabet How We Handle Your Rights and Our Obligations
REACH US DIRECTLY

Policy Questions — Where to Send Them

If something on this page is unclear or you need a decision explained, these are your direct lines. We handle legal and policy queries with the same speed as payment issues — you will not be bounced between departments or left waiting without acknowledgement.

Live Chat Open the chat widget from any page on mobile or desktop. Policy-related queries are flagged internally so a support agent with the right context picks them up. You get a reference number immediately, and follow-ups continue in the same thread.
Email Send your query to our support email address. Include your account username and a short description of the issue.
Account Settings Your account panel includes a section for formal requests — data export, account closure, dispute submission. Each request generates a ticket visible in your history, so you can track status without contacting us again unless you choose to.
HOW WE PROTECT YOU

Data, Security and Your Account Integrity

We take several concrete steps to keep your information safe, your funds accessible, and your rights exercisable. Each of the areas below describes what we actually do — not aspirations, but operational practice that applies from the moment your account is verified.

Data Storage

Your personal and transactional data is stored on encrypted servers. Access is limited to authorised personnel with a direct operational need, and every access event is logged for audit.

Cookie Usage

We use cookies for session management, fraud prevention and site performance analytics. No advertising cookies are placed without your explicit consent. You can adjust cookie preferences at any time through your browser settings or our in-site consent panel.

Account Security

Your account is protected by password, verification PIN, and optional two-factor authentication through your mobile device. Failed login attempts trigger a temporary lock. If you suspect unauthorised access, our support team can freeze your account within minutes of contact.

Data Retention

Once you close your account, we retain records for the minimum period required by compliance obligations — typically linked to anti-fraud and transaction audit windows. After that period, personal identifiers are deleted or anonymised permanently.

Contact for Changes

You have the right to request correction, export or deletion of your personal data. Submit the request through your account settings panel or email. We process legitimate requests within the timeframe mandated by applicable data-protection rules in your region.

Withdrawal Verification

Before processing withdrawals above a certain threshold, we verify your identity against the documents you provided at registration. This protects you from unauthorised fund movement. Verification typically involves confirming your bKash, Nagad or Rocket account ownership.

Answers to What You Actually Ask Us

These are the policy and legal questions our support team handles most frequently. If your specific situation is not covered here, reach out through live chat or email and reference this page so the agent knows the context.

No. Access depends on local law and eligible regions. We restrict accounts where regulations prohibit the services we offer. If your jurisdiction changes, we may need to adjust or close your account accordingly.

If we restrict your account for regulatory reasons, any verified balance remains yours. We process a withdrawal to your registered bKash, Nagad or Rocket wallet once identity confirmation is complete. Funds are never forfeited without due process.

Go to your account settings panel and submit a data export request. Alternatively, email our support team with your username and the words 'data export'. We compile and deliver your data file within the timeframe required by applicable data rules.

Yes. Submit a closure and deletion request through account settings or email. After the mandatory retention period for compliance records expires, all personal identifiers are removed. You will receive confirmation once deletion is complete.

Open a dispute through live chat or email. Include the transaction reference, date, and the amount in question. We investigate against our internal ledger and your payment provider records, then respond with a resolution or next steps.

We do not sell or share your data with unrelated commercial third parties. Disclosure happens only when required by law, when a regulatory body makes a valid request, or when our payment providers need identity confirmation to process your withdrawal.

The legal framework depends on your location. We do not impose a single governing jurisdiction on all users. Where local rules apply, they take precedence, and your rights under those rules are respected in any dispute or data-handling matter.

We notify you through your registered contact method — typically email or an in-account message — before any material change takes effect. Minor formatting updates do not trigger notification, but anything affecting your rights or data handling does.

Yes. If the initial support response does not satisfy you, request escalation. Your case moves to a senior compliance officer. We provide a written outcome, and if you remain unsatisfied, we outline any external resolution paths available in your region.

Yes. Payment wallet identifiers are encrypted at rest and only accessed during transaction processing or withdrawal verification. We do not store full wallet PINs. Access to payment data is restricted to authorised compliance and finance personnel.