Your frequently asked legal and policy questions
Your account credentials and personal details are archived for 2 years. Payment and dispute records stay on file for 7 years to meet Indonesian financial law. We do not sell or share archived data. You can request a copy of all your records before closure.
Yes. Go to Account > Legal & Security and select Download My Data. We compile a file within 7 business days and send it to your registered email. It includes account history, deposits via DANA, OVO, GoPay and QRIS, and play records.
Deposits are processed through our licensed payment partner. Your wallet balance is held in a segregated account and not mixed with our operating funds. We verify each deposit before it credits. Disputes are resolved by the payment processor within 48 hours.
You can close your account anytime from Account > Security. Any balance in your wallet is returned to the payment method used (DANA, OVO, GoPay or QRIS) within 24 hours. Closed accounts cannot be reopened; you would need to register a new account.
Contact live chat support immediately or email our compliance team. We lock your account within minutes, review login history and payment activity from the past 7 days, and help you secure your credentials. We also file an incident report for your records.
Our payment handling, data retention and transaction logging comply with Indonesian financial law where local law permits. We work with licensed payment processors and keep records auditable. Access and eligibility depend on local law in your region.
Withdrawals to DANA, OVO, GoPay and QRIS are processed within 1 hour once verified. Bank transfers may take 1–2 business days. We notify you by email and in-app when your withdrawal is sent. Funds appear in your account per your payment provider's timeline, usually 5–15 minutes.
