Reference

How We Protect Your Account and Payments

Every withdrawal you request goes through our verification process so your funds reach the right place.

Account verification on sign-upPayment method encryptionWithdrawal authentication
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mandi uang How We Protect Your Account and Payments
REACH OUR TEAM

How to Contact Us About Legal and Account Issues

Team online

Email Support

Send account, payment or legal questions to [email protected]. We respond within 4 hours on weekdays and within 8 hours on weekends. Include your account number and the transaction ID if your question is about a specific withdrawal or deposit.

Live Chat

Open the chat window in your lobby or on our site. Our team is available 6 AM to midnight Jakarta time, Monday through Sunday. Chat is fastest for urgent issues like a blocked withdrawal or a failed DANA deposit that you need to re-initiate.

Account Settings

Log into your account, go to Settings > Legal and Account, and you'll see options to request a data export, update your payment method, or file a formal inquiry about a transaction. Responses arrive within 48 hours.

HOW WE HANDLE YOUR DATA

Account Security, Data Storage and Your Rights

Password and Login

Your password is hashed on our servers; we never store it in plain text. Two-factor authentication via email or SMS is optional but recommended for accounts that process withdrawals. You can change your password anytime from Account Settings without contacting support.

Payment Data

We encrypt all DANA, OVO, GoPay and QRIS details during transmission. Payment credentials are not stored on our database; each deposit or withdrawal request is tokenised and sent directly to the payment partner's secure gateway. Your bank account number is visible only to you in your wallet.

Cookies and Tracking

We use session cookies to keep you logged in and analytics cookies to understand which games are used most and where support issues cluster. You can disable non-essential cookies in your browser; essential cookies are required for your account to function. No third-party ad networks track you across other sites.

Data Retention

Account records, transaction logs and identity verification documents are kept for 7 years after closure to comply with local reporting requirements. After that period, personal data is deleted unless legal hold is in place. You can request a data export at any time via Account Settings > Legal and Account.

Account Closure

Submit a closure request from Account Settings. Active balances must be withdrawn first. Closed accounts are retained for audit purposes but your login access is removed immediately. Reopening a closed account requires identity re-verification and takes 24 hours.

Dispute Resolution

If you dispute a withdrawal, deposit or game outcome, contact [email protected] with your account number and transaction details. We investigate within 5 business days. Escalations beyond support are handled by our compliance officer; responses arrive within 10 business days.

Frequently Asked Legal and Account Questions

Full legal name, email address, date of birth, and country of residence. We verify this against your payment method when you request your first withdrawal. A national ID or passport number may be required depending on local law. Address details are collected only for accounts where local law requires it.

Initial verification happens on sign-up and takes 5-10 minutes. When you request your first withdrawal, our team reviews your identity details against your payment method; this takes 2-4 hours during business hours, 4-8 hours outside Jakarta's working hours. Subsequent withdrawals from verified accounts clear within 1-2 hours.

Yes. Go to Account Settings > Payment Methods and add a new DANA, OVO, GoPay or QRIS account. Your new payment method will be verified the next time you request a withdrawal. You can have up to three payment methods on file at once for convenience.

If your DANA transfer fails, the funds return to your DANA balance within 24 hours. You'll see a 'Failed' status in your Deposit History. Retry the deposit, or contact [email protected] with your transaction ID and we can investigate if the failure was on our end.

No. Your personal and payment data is never sold. Data is shared only with licensed payment partners (DANA, OVO, GoPay, QRIS providers) to process your transactions, and with local authorities where law requires it. You can request a full data audit by emailing [email protected].

Contact [email protected] immediately. We'll freeze your account and review recent login history with you. If unauthorized access is confirmed, we reset your password, verify any disputed transactions, and restore your balance if funds were removed without your approval. Enable two-factor authentication to prevent future unauthorized access.

Yes. Go to Account Settings > Legal and Account > Download Data. You'll receive a CSV file of every deposit, withdrawal, game play and balance change. The file is encrypted and emailed within 24 hours. You can download transaction records as often as you need for personal accounting or verification.

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