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How we protect your account and data

We operate 396win with clear legal rules about your account, your money and how we handle your information.

Deposit protection via DANA, OVO, GoPay, QRISReal-time withdrawal verificationAccount access and data controls
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396win How we protect your account and data
CONTACT CHANNELS

How to reach us about legal matters

Team online

Live support chat

Open your account and select Support in the lobby menu. Our team responds in English during business hours to answer account, data or payment questions.

Email to support

Send your legal or data request to our support address. Include your account number and a clear description; we aim to reply within two business days.

Account settings

Go to Your Account > Privacy & Security to review your stored data, view login history and request changes to your profile information directly.

YOUR DATA & SECURITY

How we handle your information

Deposit data

When you fund your account via DANA, OVO, GoPay or QRIS, we record the transaction amount, timestamp and your ID. Payment providers handle payment credentials; we retain only the transaction record.

Account identity

Your name, email and phone number are encrypted and stored securely. We use these only to verify withdrawals and communicate account updates. Your data is never sold or shared.

Cookie & tracking

We use cookies to keep you logged in and track your gameplay for security (e.g. detecting unusual login patterns). You can view and manage cookie settings in your browser.

Data retention

Account data is kept for the life of your account. After closure, we retain transaction records for five years per local tax law, then delete them.

Request changes

Go to Your Account > Privacy & Security to download your data, request corrections or ask us to remove your account. We process requests within 14 days.

Report a concern

If you spot suspicious activity, contact support immediately via chat or email. We investigate unauthorized access, unauthorized withdrawals and fraud reports within 48 hours.

Your rights, our rules

Log into your account and go to Your Account > Privacy & Security. You'll see your name, email, phone, deposit history and login timestamps. Download a full copy of your data anytime; we deliver it within 7 days.

Yes. Go to Your Account > Privacy & Security and select 'Close account'. Your profile and personal details are removed immediately. Transaction records stay for five years per local tax compliance, then are deleted automatically.

No. When you deposit, your payment app handles the credentials. We store only the transaction record (amount, date, your account ID). You stay in control of your payment methods at all times.

Go to the login page and select 'Forgot password?'. Enter your registered email and we'll send a secure reset link. Follow the link to create a new password. If you can't access your email, contact support with ID verification.

We verify your withdrawal request within 4 hours. The verification confirms your identity and that the payout destination matches your deposit source. After approval, funds return to your DANA, OVO, GoPay or QRIS account in under a minute.

Contact support immediately with your account number and transaction ID. We investigate disputes within 48 hours. If the charge was unauthorized, we reverse it and work with our payment partner to block further access.

We share your data only with payment partners (to process deposits and withdrawals) and with legal authorities where required by law. We do not sell or rent your information. Your data stays private.

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