u9agent Privacy Policy

1 Introduction

This Privacy Policy ("Policy") describes how u9agent ("we", "us", "our") collects, processes, stores, and protects the personal data of individuals ("you", "your") who access or use the u9agent online gaming platform at u9agent.net ("the Platform"). This Policy applies to all registered account holders, visitors to the Platform, and any individual who contacts u9agent for support or other purposes.

u9agent is committed to handling your personal data responsibly, transparently, and in accordance with applicable data protection principles as recognised under international gaming licensing frameworks. As a platform serving Malaysian players across Kuala Lumpur, Penang, Johor Bahru, and beyond, we are mindful of the expectations and rights that players bring to any service that holds their personal information.

By registering a u9agent account or using the Platform in any capacity, you acknowledge that you have read this Policy and that you consent to the collection and processing of your personal data as described herein. If you do not agree with this Policy, you must not use the Platform.

2 Data We Collect

2.1 Registration Data

When you register an account with u9agent, we collect the following personal data as provided by you:

• Full legal name
• Date of birth (to verify that you are at least 21 years of age)
• Residential address, including postcode and country
• Email address
• Mobile phone number
• Username selected at registration

2.2 Identity Verification (KYC) Data

To comply with our international gaming licensing obligations, u9agent may request the following documents as part of the Know Your Customer (KYC) verification process:

• Government-issued photo identification (e.g. Malaysian MyKad, passport)
• Proof of address (e.g. utility bill, bank statement dated within 90 days)
• Proof of payment method ownership (e.g. screenshot of eWallet account showing your name, bank statement)
• Source of funds documentation for high-value accounts, where required by our licensing obligations

2.3 Financial & Transaction Data

u9agent collects and retains records of all financial transactions on your account, including deposits, withdrawals, bonus credits and debits, wagers, and winnings. Payment method identifiers — such as masked bank account numbers or eWallet account references — are recorded for reconciliation and fraud prevention purposes.

2.4 Usage & Technical Data

When you use the Platform, we automatically collect certain technical data, including:

• IP address and approximate geolocation derived from IP
• Device type, operating system, and browser version
• Session timestamps, page navigation paths, and feature interactions
• Bet histories, game session logs, and sportsbook activity records

2.5 Communications Data

Where you contact u9agent via live chat, email, or any other support channel, we retain records of those communications including the content of messages, timestamps, and any reference numbers assigned to support interactions.

3 How We Use Your Data

u9agent uses the personal data we collect for the following purposes:

• Account management: To create and maintain your u9agent account, authenticate your login sessions, and deliver the gaming services you have registered to use.
• Identity verification: To verify your age, identity, and payment method ownership as required by our licensing obligations and responsible gaming policies.
• Payment processing: To process your deposits and withdrawal requests through your selected payment channels — including Touch n Go eWallet, Boost, Maybank, CIMB, and Public Bank — and to maintain accurate financial records.
• Fraud prevention and security: To detect, investigate, and prevent fraudulent activity, account abuse, money laundering, and other prohibited conduct on the Platform.
• Regulatory compliance: To fulfil our obligations under the terms of our international gaming licence, including reporting obligations to licensing authorities where required.
• Responsible gaming: To monitor account activity for indicators of problem gambling and to apply responsible gaming interventions including deposit limits and self-exclusion where appropriate.
• Platform improvement: To analyse usage data in aggregate to improve the Platform's performance, interface, and game offering.
• Marketing communications: Where you have opted in, to send you promotional offers, bonus notifications, and platform updates. You may withdraw this consent at any time.
• Customer support: To respond to your enquiries, investigate complaints, and maintain records of support interactions.

4 Legal Basis for Processing

u9agent processes your personal data on the following legal bases:

• Contractual necessity: Processing that is necessary to provide the services you have contracted for by registering a u9agent account — including account administration, payment processing, and game delivery.
• Legal obligation: Processing required by the terms of our international gaming licence, including KYC verification, transaction record-keeping, and regulatory reporting.
• Legitimate interests: Processing for fraud prevention, platform security, responsible gaming monitoring, and aggregate analytics, where these interests are not overridden by your privacy rights.
• Consent: Processing for marketing communications and non-essential cookies, where you have provided explicit opt-in consent. You may withdraw consent at any time without affecting the lawfulness of prior processing.

5 Data Sharing

u9agent does not sell, rent, or otherwise transfer your personal data to third parties for their own marketing or commercial purposes. We share personal data only in the following limited circumstances:

• Payment processors: Your payment details are shared with the payment service providers necessary to process your deposits and withdrawals — including Malaysian eWallet operators and FPX banking partners. These providers process data under contractual obligations of confidentiality.
• Game content providers: Certain game providers (such as Evolution Gaming, Pragmatic Play, and SA Gaming) may receive session-level technical data to deliver their games through the Platform. No personally identifiable information beyond a pseudonymous account identifier is shared.
• Fraud prevention services: We may share data with third-party fraud detection and identity verification services to support KYC compliance and prevent financial crime.
• Licensing authorities: As required by our international gaming licence, account and transaction data may be reported to the relevant gaming authority upon request.
• Law enforcement: Where legally required, or where necessary to protect the rights, property, or safety of u9agent, our players, or the public, we may disclose personal data to law enforcement or regulatory authorities.

All third-party service providers who receive personal data from u9agent are contractually required to process that data only for the specified purpose, to maintain appropriate security standards, and not to transfer the data to any further parties without authorisation.

6 Cookies & Tracking Technologies

u9agent uses cookies and similar tracking technologies on the Platform. The following categories of cookies are used:

• Strictly necessary cookies: These are required for the Platform to function — including maintaining your login session, storing your language and display preferences, and enabling security features. These cannot be disabled without impairing Platform functionality.
• Analytics cookies: We use first-party analytics to understand how players navigate and use the Platform, including which games are most accessed and where users encounter friction. This data is processed in aggregate and is not used to identify you individually.
• Preference cookies: These store your in-session preferences — such as last visited game categories or preferred deposit method — to improve your experience on return visits.

u9agent does not deploy third-party advertising or retargeting cookies. You can manage cookie preferences through your browser settings. Disabling strictly necessary cookies may affect your ability to log in or use core Platform functions.

7 Data Retention

u9agent retains your personal data for the following periods:

• Active accounts: Personal data is retained for the full duration of your account's active status.
• Closed accounts: Following account closure, u9agent retains personal data and transaction records for a minimum of five (5) years from the date of closure, as required by our international gaming licensing obligations for anti-money laundering and audit purposes.
• KYC documents: Identity verification documents are retained for a minimum of five (5) years from the date of submission, in accordance with regulatory requirements.
• Support records: Records of support communications are retained for a minimum of two (2) years from the date of the interaction.

Following the expiry of applicable retention periods, personal data is securely deleted or anonymised in a manner that prevents reconstruction of individually identifiable records.

8 Data Security

u9agent implements the following technical and organisational security measures to protect your personal data:

• All data transmission between your browser and the u9agent platform is encrypted using TLS 1.3 — the same encryption standard used by major Malaysian financial institutions for online banking.
• Personal data at rest is stored using AES-256 encryption on servers with restricted physical and logical access.
• Access to personal data within u9agent's organisation is restricted to personnel who require it for their specific role, under a least-privilege access control framework.
• Passwords are stored exclusively in hashed and salted form — the original password cannot be retrieved from stored data.
• Regular third-party security assessments and penetration testing are conducted as a condition of our international gaming licence.

Notwithstanding these measures, no internet-based service can guarantee absolute security. In the event of a data breach affecting your personal data, u9agent will notify affected account holders in accordance with applicable regulatory requirements.

9 Your Data Rights

Subject to applicable law and our regulatory retention obligations, you have the following rights in relation to your personal data held by u9agent:

• Right of access: You may request a copy of the personal data u9agent holds about you.
• Right to rectification: You may request correction of inaccurate or incomplete personal data.
• Right to erasure: You may request deletion of your personal data where retention is no longer necessary for the purposes for which it was collected, subject to our legal retention obligations.
• Right to restrict processing: You may request that we limit how we use your data in certain circumstances.
• Right to data portability: You may request a machine-readable copy of personal data you have provided to u9agent, where technically feasible.
• Right to withdraw consent: Where processing is based on your consent (e.g. marketing communications), you may withdraw consent at any time without affecting the lawfulness of prior processing.

To exercise any of these rights, please contact the u9agent support team via live chat or by email at [email protected]. We aim to acknowledge rights requests within 5 business days and to provide a substantive response within 30 days of receipt.

10 Children & Minors

The u9agent Platform is strictly restricted to individuals aged 21 years or older. We do not knowingly collect personal data from minors. If we become aware that personal data has been submitted by or on behalf of a person under the age of 21, that account will be suspended immediately, all associated data will be reviewed, and data attributable to a minor will be deleted in accordance with applicable requirements.

Parents and guardians who are concerned that a minor may have registered an account with u9agent should contact our support team immediately. We will investigate and take appropriate action as a matter of priority.

11 International Data Transfers

u9agent operates as an international online gaming platform. Your personal data may be processed on servers located outside Malaysia. Where personal data is transferred internationally, u9agent ensures that appropriate safeguards are in place — including contractual data protection clauses with service providers — to maintain a level of protection equivalent to applicable data protection standards.

Game content providers such as Evolution Gaming, Pragmatic Play, and SA Gaming operate their own server infrastructure in various jurisdictions. Data shared with these providers for game delivery purposes is governed by data processing agreements that require them to maintain appropriate security standards.

12 Changes to This Policy

u9agent reserves the right to update this Privacy Policy at any time. Where material changes are made, registered account holders will be notified by email to the registered address on record. The "Last updated" date at the top of this Policy will be revised to reflect the date of the most recent amendment.

Continued use of the u9agent Platform following notification of an updated Privacy Policy constitutes acceptance of the revised Policy in its entirety. If you do not agree with the changes, you should cease use of the Platform and request account closure via the support team.

13 Contact Us

If you have any questions, concerns, or requests relating to this Privacy Policy or the way u9agent handles your personal data, please contact our support team:

• Live chat: Available 24/7 from within your u9agent account dashboard.
• Email: [email protected] (plain text — not a clickable link)

We aim to acknowledge all privacy-related enquiries within 24 hours and to provide a substantive response within 5 business days. For formal data rights requests, please allow up to 30 days for a full response.