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How we protect your account and data

We've built our legal framework around what matters to you: keeping your account secure, your payments clear, and your personal information safe.

Account SecurityData ProtectionWithdrawal VerificationDispute Resolution
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sultanmbs How we protect your account and data
REACH OUR TEAM

Contact us about legal or account questions

Team online

Live Chat

Open a chat from your account lobby or this site. Our support team responds in under 5 minutes during peak hours. Available 24 hours daily. Ask about account terms, withdrawal holds or data requests.

Email Support

Send a detailed question to our legal support inbox. We reply within 24 hours with documentation or account clarification. Best for formal requests like data export or account closure confirmation.

Phone Support

Call our Jakarta-based support line between 09:00 and 22:00 local time, seven days a week. Speak directly with a specialist who can review your account and explain any legal or policy question.

HOW WE OPERATE

Data handling, security and account rights

Account Security

Your login credentials are encrypted. Two-factor authentication is available in account settings. We monitor all withdrawals for fraud patterns. If unusual activity is detected, we contact you immediately via the phone number or email linked to your account.

Data Retention

Personal data (name, phone, email, payment details) is stored while your account is active. After account closure, we retain transaction records for the period required by DANA, OVO, GoPay and QRIS processors, typically 12 months, then securely delete.

Cookie and Tracking

We use cookies to keep you logged in, remember your game preferences and detect fraud. Non-essential cookies are opt-in from account settings. No third-party ad networks access your account data. You can clear cookies anytime without losing your balance.

Request Your Data

You can request a full export of your personal data, account history and all transactions. Submit the request via live chat or email. We deliver a CSV file within 5 business days, compliant with data-protection standards.

Withdrawal Verification

Before every withdrawal, we verify your account balance, check for open disputes, and confirm your payment method is still active. This process takes 1–3 minutes. You receive a confirmation email once the request enters processing.

Close Your Account

You can close your account at any time via account settings or by contacting support. We confirm closure, freeze all activity, and process any outstanding balance within 5 business days to your original deposit method.

Frequently asked legal and account questions

Your account remains open and your balance is safe. Inactive accounts are not closed or charged. You can return and log in anytime. If you want to permanently close it, contact support and we'll process the closure within 24 hours, paying out any remaining balance.

After verification (1–3 minutes), the withdrawal moves to your DANA, OVO, GoPay or QRIS wallet. Arrival time depends on your bank or payment partner, usually 1–5 minutes. Large withdrawals or flagged accounts may take up to 2 hours. You receive a confirmation email immediately.

Yes. Log into your account and download your full history as CSV from the account statements section, or contact support via chat or email. We provide records for the past 24 months. Historical data older than 24 months may require a formal request sent via email.

We collect your name, phone number, email, date of birth and bank or e-wallet details. This information is used to verify your identity, process payments and contact you about your account. We do not sell or share this data with third parties without your consent.

Contact support immediately with the transaction ID from your account. We investigate within 24 hours and respond via the email or phone linked to your account. If a withdrawal failed, we refund it to your balance or original payment method within 48 hours.

We encrypt all login data and monitor for suspicious activity. Enable two-factor authentication in your account settings for extra protection. If you suspect unauthorized access, change your password immediately and contact support. We'll review your account activity and reset it if needed.

You can close your account anytime. Any remaining balance is paid out within 5 business days to the payment method you used to deposit. Closed accounts cannot be reopened. Contact support to confirm closure and ensure your final balance is processed correctly.

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