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These pages set out the terms under which 9kko operates your account, handles your records and responds to your requests. Access to services depends on your local law and eligible regions — read what applies to you before proceeding.
Our policy framework governs the relationship between you and the platform from the moment your account is opened. This means every action taken inside your account — reviewing a balance, submitting a transaction through Nagad, sending funds via Upay, or recording a Bank Transfer — sits within a defined set of terms. We do not operate outside those terms, and we do not expect you to act on information that contradicts them. Where a conflict arises between a promotional notice and a published policy document, the policy document takes precedence. We keep records of account activity to support disputes, verify transactions and maintain accurate ledger entries. These records are held according to our retention schedule, not indefinitely. Your continued use of the account after a policy update constitutes acceptance of the revised terms, so we encourage you to review this section when you receive a change notification. Eligibility to access services depends on applicable local law and the eligible regions we serve — we cannot confirm eligibility on your behalf. If you have a question about how a specific term applies to your account, the support routes listed on this page are the correct first step.
Nagad transfers recorded in your account history fall under standard transaction policy. Disputed entries should be raised through the support route within the period specified in the terms.
Upay payments credited to your wallet are covered by the same account terms as any other method. Records are retained and available for review when you contact support with your account reference.
Bank Transfer entries carry a transaction reference you can quote when raising a policy question. Keep that reference until the transaction is confirmed settled in your account ledger.
When terms change, we publish the updated version on this page with a revision note. Your account notification channel will flag the change so you can review before your next session.
Understanding the scope of our policy helps you know which questions we can resolve directly and which require you to contact a third party. Our terms cover account access, transactions processed through the platform and content hosted on this site. They do not extend to the internal policies of external payment providers, the network behaviour of your mobile device or the terms imposed by third-party services you reach through a link on this site. If you are in doubt about a specific scenario, the scope categories below clarify where responsibility sits.
Login, session management and account suspension are covered by our terms. We define the conditions under which access is granted, restricted or reviewed. Eligibility depends on local law and the regions we are able to serve.
Deposits and withdrawals processed through your account — including Nagad, Upay and Bank Transfer routes — are governed by our transaction policy. Queries about those entries are handled through our support routes.
Game content provided by studios available on this platform and all text, notices and policy documents published on this domain are within our responsibility. We can address accuracy questions about anything published here.
External payment networks, mobile wallet providers and any site reached via an outbound link operate under their own terms. We are not responsible for their policies, availability or decisions about your account with them.
You have concrete actions available whenever a policy question touches your account. The process starts in your signed-in account area, where transaction records — including Nagad credits, Upay confirmations and Bank Transfer references — are displayed in your history log. From there you can verify that entries match what you authorised. If a detail is incorrect, the correction path runs through our support team rather than through self-edit, because account data changes require identity verification before they are applied. For questions about how a term is being applied to your account, raising the question in writing through the support channel creates a record both parties can refer back to. We aim to acknowledge policy questions through our published contact routes; we do not set response time commitments here because those are subject to volume and the nature of the query. What we can say is that every request is logged with a reference number from the moment it is received.
Your transaction history in the signed-in account area shows all activity, including payment method used. Check entries against your Nagad, Upay or bank records and note any discrepancy before contacting support.
Personal details attached to your account can be updated by contacting support with the necessary verification. Changes are not applied instantly — they go through a review step before taking effect.
If a term is unclear or seems to apply incorrectly to your situation, write to us through the contact route shown in the support section below. Reference your account and the specific term in question.
For any issue that falls within policy scope — including transaction disputes, access questions or content concerns — our support team is the single point of contact. Keep your account reference to hand.
When a legal or policy question cannot be resolved by reading this page, the routes below connect you to the team responsible for account and policy queries. Use the route that matches the nature of your question — written channels leave a record that is useful if a matter needs to be escalated. Availability of each route depends on what is published and active on the site at the time you contact us.
Open the chat widget from any page on the site while signed in. Describe your policy question and quote your account reference. This route is suited to access queries and transaction clarifications.
Send your policy question to the support address listed in the contact section of your account settings. Include your account reference and the specific policy section you are asking about so the team can respond accurately.
The help section inside your signed-in account covers common policy questions, transaction record steps and account correction procedures. Check there first — many questions are resolved without needing to contact the team directly.
Policy only works when you can see how we act on it. Here is how we handle the areas that matter most to your account.
Account data — including transaction records for Nagad, Upay and Bank Transfer activity — is held according to our retention schedule. We do not share your account data with third parties except where required to process your transaction or comply with a legal obligation.
We use cookies to maintain your session and remember your account preferences across mobile and desktop. You can review and manage cookie settings through your browser. Disabling certain cookies may affect how the account area functions.
Access to your account is controlled by the credentials you set. We recommend keeping your login details private and reviewing your active sessions through the account security section if you believe unauthorised access has occurred.
To request correction, deletion or a record of data we hold on your account, write to us through the email route in the support section. We log every request with a reference number and follow the process set out in our data policy.
These questions come up regularly when members review their account terms or need to act on a policy matter. If yours is not here, use the support routes above.
Yes. All payment methods processed through your account — Nagad, Upay and Bank Transfer — are subject to the same transaction policy. Records for each are kept in your history log and can be referenced when raising a support query.
Access depends on your local law and the eligible regions we serve. We cannot confirm eligibility on your behalf. Check the terms and the eligibility notice in your account area to understand whether the service is available in your location.
Write to us through the email contact route listed in your account settings. State your account reference and ask for a summary of the data we hold. We log the request and follow the process set out in our data policy from that point.
The published policy document takes precedence over any promotional notice. If you receive a communication that appears to contradict a term on this page, contact support with both items and we will clarify which applies to your account.
Records are held according to our retention schedule, which is described in our data policy. We do not hold records indefinitely. If you need a specific record for a dispute, request it through support before the retention period for that entry expires.
Contact our support team through live chat or email with your account reference and the detail that needs correcting. Changes go through an identity verification step before being applied — we cannot make account edits without confirming who is requesting them.