Citinow co Privacy Policy — User Data Protection

1. Information We Collect

When you interact with the citinow co platform, we collect several types of information to ensure our services function properly, securely, and in compliance with legal requirements. This data collection is carried out transparently and only for clearly defined purposes.

1.1 Information You Provide Directly

This is information you provided directly when using our platform:

• Account Information: Full name, username, password (stored in hashed form), email address and mobile number.
• Identity Information (KYC): MyKad identification number or passport, date of birth, gender and nationality.
• Address Information: Current residential address, postcode, city and state.
• Financial Information: Bank account number, bank name and related details for processing deposits and fund withdrawals.
• Communications: Any messages, complaints, or enquiries you send to our customer support team.

1.2 Information Collected Automatically

When you use the citinow co platform, our systems automatically record certain technical information that helps us improve the user experience and detect suspicious activity:

• IP address and geographic location information (country/city level)
• Web browser type, operating system and device information
• Activity logs such as pages visited, session duration and in-game actions
• Technical data from mobile applications such as device identifiers and app version

2. How We Use Your Data

Citinow co uses the data collected for several legitimate and transparent purposes. Every use of data has a sound legal basis, whether grounded in your consent, contractual necessity, legal obligation, or legitimate interest.

We will not use your data for any purpose not stated in this Privacy Policy without obtaining your consent first.

3. Information Sharing

Citinow co does not share your personal data indiscriminately. However, there are specific situations where sharing information is necessary and legally permissible:

3.1 Trusted Third-Party Service Providers

To operate the platform effectively, we engage trusted service providers for specific functions. They may only use your data under our instructions and are subject to strict confidentiality agreements:

• Licensed and accredited payment processors for handling deposits and withdrawals
• Identity verification (KYC) service providers for compliance purposes
• Cloud service providers storing data in secure environments
• Customer support service providers such as ticketing systems and live chat
• Platform analytics tools that help us understand usage patterns in aggregate

3.2 Disclosure Under Legal Requirements

Citinow co may be required to disclose user information to relevant authorities when mandated by law, court order, or official investigation. We will always endeavour to notify you of any such request unless prohibited by law.

4. Data Security

Protecting your data from unauthorised access, loss or misuse is citinow co's top priority. We continuously invest in the latest security infrastructure to ensure your data remains protected at all times.

4.1 Technical Security Measures

• Data Encryption in Transit: All communications between your browser or app and citinow co servers are secured with TLS 1.3 protocol and AES-256 encryption.
• Data Encryption at Rest: Sensitive data such as passwords and financial information is stored in encrypted form using industry-recognised algorithms.
• Two-Factor Authentication (2FA): We support two-factor authentication as an added security layer for user accounts.
• 24/7 Monitoring: Automated monitoring systems run around the clock to detect and respond to any security threats.
• Regular Security Audits: citinow co conducts regular penetration testing and security audits by independent third parties.

4.2 Internal Access Controls

Access to user data within citinow co is restricted based on a "need-to-know" principle. Staff with access to sensitive data are required to undergo comprehensive background checks and privacy training. All access to user data is logged and audited on a regular basis.

5. Cookies & Tracking Technologies

Citinow co uses cookies and similar tracking technologies to enhance the user experience, analyse platform performance, and ensure the security of your account. The following are the types of cookies we use:

5.1 Essential Cookies

These cookies are required for core platform functionality and cannot be disabled. They enable you to log in, maintain your session and access platform security features.

5.2 Performance & Analytics Cookies

These cookies help us understand how users interact with the platform — which pages are most popular, how long users spend in each section, and where technical issues may occur. This information is used in aggregated and anonymised form.

5.3 Functional Cookies

These cookies save your preferences such as language, display settings and favourite game selections so you do not need to reconfigure them each time you use the platform.

5.4 Managing Cookies

You can control and manage cookies through your web browser settings. However, disabling essential cookies may affect platform functionality. You can update your cookie preferences at any time via the privacy settings panel in your account.

6. Your Personal Data Rights

As a citinow co user, you have certain rights regarding your personal data. We are committed to fully respecting and facilitating the exercise of these rights.

7. Data Retention & Deletion

Citinow co retains your personal data for as long as your account is active or as long as it is needed to provide services to you. Retention periods are also determined by applicable legal obligations.

7.1 Typical Retention Periods

• Active account data: Retained for the duration of account activity
• Financial transaction data: Minimum 7 years in accordance with financial regulatory requirements
• KYC documents: Minimum 5 years after account closure
• Support communication logs: 3 years from the date of communication
• Technical & security logs: 12 months from the date of creation

7.2 After Account Closure

When you close your citinow co account, we will process the deletion of your data within a reasonable timeframe. Data that must be retained for legal compliance will be kept in an isolated environment and will not be used for any other purpose until the mandatory retention period expires.

8. Cross-Border Data Transfers

As a digital platform, your personal data may be transferred to and stored on servers located outside Malaysia. This occurs primarily for cloud hosting, payment processing, and technical services.

In such situations, citinow co ensures that any data transfer is carried out with adequate safeguards, including:

• Use of recognised standard contractual clauses for international data transfers
• Ensuring data recipients abroad comply with equivalent data protection standards
• Data protection impact assessments prior to any new data transfer being implemented

9. Children's Privacy

Citinow co is an online gaming platform dedicated to individuals aged 18 years and above only. We do not knowingly collect, store, or process personal data from individuals under the age of 18.

If we determine that someone under the age of 18 has registered or used our platform, we will immediately close the account and delete all associated data without exception.

10. Third-Party Links & Services

The citinow co platform may contain links to third-party websites or services such as game providers, payment processors, or business partners. It is important to understand that this Privacy Policy applies solely to the citinow co platform.

When you leave our platform and access third-party websites, your privacy will be governed by the privacy policy of those websites. We encourage you to review the privacy policy of every website you visit.

Citinow co is not responsible for the privacy practices or content of third-party websites and makes no representations or warranties regarding their privacy practices.

11. Amendments to the Privacy Policy

Citinow co reserves the right to review and update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or technological developments. We will notify you of any material amendments through:

• Email notifications sent to your registered email address
• Pop-up notices or banners on the platform's main page
• Update the "Last Updated" date at the top of this policy

Continued use of the citinow co platform after any amendments take effect will be deemed as your acceptance of those changes. If you do not agree with the amendments made, you have the right to close your account at any time.

12. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or the processing of your personal data, please contact the citinow co Data Protection Officer (DPO):

We are committed to responding to all privacy-related enquiries within 5 business days. For more complex requests such as data deletion or data transfer, the processing period is up to 30 business days.