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How We Handle Your Data and Account

This page sets out how xgold manages your personal data, your account activity records and the cookies we place when you use our platform.

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xgold How We Handle Your Data and Account
CONTACT OUR TEAM

How to Reach Us About Policy Questions

If you have questions about data use, account restrictions or want to request deletion of your records, our support paths are built for quick resolution. We handle policy queries separately from general account help so your request reaches the right team without delay.

Live Chat Open the chat widget from any page on our site. Policy-related queries are flagged and routed to our compliance team. You will receive a reference number so you can follow up if needed. Available around the clock for account holders.
Email Support Send your request to our support email with your registered mobile number and a summary of what you need. We respond within one working day for data requests.
SMS Channel Text your query from the mobile number linked to your account. We verify your identity from the registered number itself, which speeds up the process.
DATA AND SECURITY PRACTICES

How We Protect What Belongs to You

Your account security and data integrity sit at the centre of how we operate. Below are the specific practices we follow so you know exactly what happens with the information tied to your xgold account and your payment activity through bKash, Nagad or Rocket.

Encryption at Rest

All personal and transaction data is stored with AES-level encryption. Even if storage media were accessed physically, your information remains unreadable without the decryption keys held separately from our main servers.

Cookie Management

We use session cookies to keep you logged in and preference cookies to remember your language and display settings. No advertising cookies track you across other sites. You control cookie behaviour from your browser settings at any time.

Account Retention Policy

Your data stays active while your account is open. If you close your account, we retain minimal records for the period local regulations require, then permanently delete everything else. You can request early deletion where law permits.

Transaction Logs

Every deposit or withdrawal via bKash, Nagad or Rocket generates a timestamped log entry. You can export your full history from account settings or request it through support. Logs are kept for dispute resolution and regulatory compliance.

Identity Verification

We verify your identity through your registered mobile number and wallet reference. If you request data access or deletion, we confirm ownership before acting. This prevents someone else from accessing or removing your records.

Requesting Changes

To update personal details, correct inaccurate data or request full deletion, contact support via live chat or email. State what you need changed and include your registered number. We process corrections within two working days and confirm once done.

Answers to What You Ask Most About Policy

These are the questions our support team handles most often regarding legal, data and account policy matters. If your question is not here, reach out through any of the channels above.

We collect your mobile number, wallet reference for bKash, Nagad or Rocket, device identifiers used during login, and session activity data. We do not collect biometric data or scan your contact list. Everything collected ties directly to running your account and processing payments.

Yes. Contact support via live chat or email with your registered mobile number. We compile your data file within two working days and send it to the email linked to your account. The file includes transaction logs, login history and stored preferences.

Send a deletion request through live chat or email from your registered details. We close the account, process any remaining balance to your linked wallet, then begin the deletion process. Minimal records may be retained where local regulation requires it.

No. We use session cookies for login persistence and preference cookies for language and display settings only. No third-party advertising trackers are placed. You can clear all cookies from your browser and log in fresh at any time.

We do not sell or share your payment data with third parties for marketing. Transaction records are used internally for dispute resolution and compliance. If a regulatory authority in your jurisdiction makes a lawful request, we may be obligated to provide specific records.

If your region becomes ineligible for our services, we notify you by email or SMS before restricting the account. You get time to withdraw your balance. After closure, data retention follows the same policy: kept only as long as regulation requires, then deleted.

Contact support with the detail you want corrected and your registered mobile number for verification. We update records within two working days. Changes to your linked wallet reference may require re-verification through a small test transaction via bKash, Nagad or Rocket.

Use live chat or email support and reference your transaction ID or the date and amount in question. We cross-check against our internal logs and the corresponding wallet confirmation. Disputes are typically resolved within three working days with a written outcome sent to you.

Yes. Access depends on your local law and whether your region is eligible for the services we offer. We do not claim legality in any specific territory. If you are unsure, review your local regulations or seek independent advice before opening an account.

We review and update policies as needed when regulations change or we modify how data is handled. Every update carries a revision date at the bottom of the page. Active account holders receive a notification by email or SMS when material changes occur.

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