Reference

What Governs Your Account and Access on vipgem

Access to vipgem and its services depends entirely on your local law and the eligible regions we operate within — if you are in Bangladesh, it is your responsibility to confirm that using this platform is permitted under the laws that apply to you.

Jurisdiction-dependent accessbKash, Nagad, Rocket wallet rulesAccount eligibility conditionsDispute and complaint pathUser rights and data retention
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vipgem What Governs Your Account and Access on vipgem
ACCOUNT SECURITY STANDARDS

How We Handle Your Data, Security and Account Rights

Our security and data practices are built around the reality that most accounts in Bangladesh are accessed entirely via mobile — through bKash, Nagad, or Rocket flows that require your personal wallet credentials. We do not store your mobile wallet PIN or password at any point; payment authentication happens within your own wallet app, and we only receive a transaction confirmation token. Here is how we approach each area of your account rights.

Data Collection Scope

We collect only what is necessary to operate your account: name, contact details, wallet identity for bKash, Nagad or Rocket, and transaction history. We do not collect browsing data beyond what is needed for fraud detection and account security purposes.

Cookie Use

Cookies on vipgem are used for session management, fraud prevention, and to keep your account logged in across pages. We do not use advertising cookies to track your activity on third-party sites.

Account Security Practices

Every login triggers an OTP sent to your registered mobile number. If you access your account from an unrecognised device — a new phone or a different location — we require the OTP before granting entry.

Data Retention Policy

We retain account and transaction records for as long as required by the applicable regulatory framework of our eligible operating regions.

Your Right to Request Data

You can request a copy of the personal data we hold on your account at any time by contacting our compliance team via email.

How to Request Account Changes

To update registered details — including the mobile wallet number linked to your account, such as switching from a Rocket number to a Nagad number — submit a request through the Help Centre with supporting identity documents.

LEGAL CONTACT PATHS

How to Reach Us on Legal and Policy Matters

If you have a question about how a specific policy applies to your account — whether that is a wallet verification hold on your bKash, a dispute about a transaction processed via Rocket, or a request to access your personal data — our support team handles legal and compliance queries through dedicated channels. Response times on formal legal requests may be longer than standard account queries, but we acknowledge every submission and provide a reference number so you can track progress. For urgent account-access issues, live chat is the fastest path.

Live Chat Available around the clock through your account dashboard. Use this for urgent account-access questions, wallet verification holds on bKash or Nagad, and any immediate legal query that needs a fast first response.
Email Support Send formal legal requests — data access, account closure, dispute documentation — to our compliance inbox. Every email receives a reference number within one business day so you can track where your request stands in our review process.
Account Help Centre The Help Centre in your account settings covers common legal questions: how wallet ownership is verified for Rocket and Nagad, what the account suspension process looks like, and how to submit a formal complaint through our internal review path.

Your Legal and Policy Questions About vipgem

These are the questions we get most often about how our legal terms work, what your rights are, and what to do when something on your account does not match your expectations. Each answer is specific to how vipgem actually operates — not a generic policy statement.

Access to vipgem depends on your local law and whether you are in an eligible region. We do not confirm legality on your behalf — you must check the laws that apply to you in Bangladesh before registering. If you are uncertain, seek independent legal advice before opening an account or making any deposit.

You must meet the minimum legal age for this type of service as defined by the laws of your own jurisdiction. When you create an account, you confirm that you meet this requirement. We may request identity documents to verify your age at any point, and accounts found to be underage will be closed and funds returned per our policy.

Yes. The mobile wallet you register — whether bKash, Nagad, or Rocket — must be registered in your own name and match the identity documents on your account. Using another person's wallet number will cause your account to fail verification, and any withdrawal request will be held until the identity mismatch is corrected.

Start by contacting live chat or emailing our compliance inbox with your account reference and a description of the issue. We acknowledge every complaint and open an internal review. If the internal review does not resolve your concern, our terms set out the escalation path. We do not require you to waive any legal rights when submitting a complaint through our process.

Send a data access request to our compliance email address. Include your registered account name and the mobile number linked to your account. We confirm receipt within one business day and provide your data package within the timeframe required by the rules applicable to our eligible operating regions.

After you close your account, we retain transaction records and personal data for the minimum period required by the applicable regulatory framework of the regions where we operate. Once that period expires, your data is deleted or anonymised in line with our internal data retention schedule, unless a legal hold applies.

Yes. Submit a wallet change request through the Help Centre and attach identity documents that confirm the new number belongs to you. For example, if you want to switch from a Rocket number to a Nagad number, both numbers and your national ID details will be reviewed before the change is approved and the new wallet is activated for withdrawals.

If your account is suspended pending a review — for example, due to a wallet identity mismatch — any funds in your account balance are held and not forfeited. Once the review concludes, we either reinstate your account with access restored or, where closure is confirmed, return eligible funds to your verified wallet in line with our account closure terms.

Our terms are updated from time to time. Every revised version carries a new effective date at the top of the page and takes effect immediately on publication. We recommend checking this page periodically. Continuing to use your account after a new version is published means you accept the updated terms as they apply to your region.

Contact our compliance team directly via the email address listed in the Help Centre, referencing your account and the specific concern. We treat data rights complaints as a priority and respond within the timeframe set by applicable rules. If you remain unsatisfied after our response, you retain the right to escalate through whatever legal channels are available to you under your local law.

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