Reference

Our Terms Shape How Your Account Works

When you open an account with us, these terms define what you can do, how we handle your money, and what happens if something goes wrong.

Account eligibility rulesPayment and withdrawal policiesDispute resolution process
live saigon Our Terms Shape How Your Account Works
REACH US ANYTIME

How to Contact Us About Terms Questions

Team online

Live chat

Open the chat window in the bottom right corner of the lobby. Our support team responds in English Monday to Sunday, 08:00 to 22:00 Jakarta time, and can explain any term or help update your account settings.

Email support

Send questions to [email protected] with your account email and the specific term or policy you need clarified. We reply within 24 hours during business days with a full explanation and next steps.

In-app help

Tap the settings menu, then Help & Policies. You'll see our full terms document, your account rules, and a button to message support directly without leaving the app. Mobile and desktop both have this path.

YOUR DATA AND ACCOUNT SAFETY

How We Protect What Matters

Account security

Your password is hashed and never stored in plain text. We use SSL encryption for all login and payment data.

Payment verification

Every deposit and withdrawal is matched to your account holder name and identity documents.

Data retention

We keep transaction records, account logs and chat histories for 36 months to comply with anti-fraud and local audit requirements.

Cookies and tracking

We use session cookies to keep you logged in and analytics cookies to count visits and understand which games and…

Account closure

You can close your account at any time by opening live chat or emailing support.

Policy changes

If we update these terms, we notify you by email and in-app banner at least 14 days before the change…

Terms & Conditions Questions Answered

You can request account closure by opening live chat or emailing [email protected]. We close the account within 48 hours and return any balance to your registered DANA, OVO, GoPay or QRIS within 2–5 business days. Once closed, you cannot log in unless you contact us to reopen it.

Withdrawals via DANA, OVO, GoPay and QRIS typically arrive within 1–3 business hours after verification. Bank transfers may take 1–5 business days depending on your bank. We verify your identity against your deposit record before processing to prevent fraud.

You can update your phone number, email and payment method through Settings > Account Details without losing your account balance or play history. Name and identity document changes require support verification via live chat or email for security reasons.

We store your account name, email, phone, identity document copy, every deposit and withdrawal, game play history, chat messages, and IP address logs for 36 months for fraud prevention and audit purposes. You can request a full data export by emailing support.

Contact support within 7 days of the transaction with proof of the charge. We investigate within 5 business days by checking your bank records, payment gateway logs and account activity. If we confirm an error, we refund or reverse the charge immediately and notify you in writing.

Yes, the terms apply equally to all players where local law permits access and eligibility in Indonesia. Payment methods, withdrawal times and support hours remain the same across regions. If local law in your area restricts certain games or features, we'll notify you in-app when you log in.

If you believe a game outcome was incorrect, open live chat with your game session ID (visible in your play history). Our team reviews the random number generator logs and game server records within 48 hours and responds with findings. If an error is confirmed, we credit your account immediately.