Reference

Terms & Conditions That Protect Your Account and Payouts

We've written our terms around what matters to you: how your account is secured, how deposits and withdrawals work, and how we handle disputes.

Account EligibilityPayment & Withdrawal RulesData and SecurityDispute Resolution
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gengtot Terms & Conditions That Protect Your Account and Payouts
NEED CLARIFICATION

How to Contact Us About These Terms

If you have questions about any part of our terms—your account status, a withdrawal delay, identity verification, or a dispute—reach out to our support team.

Live Chat Support Open the chat window in your gengtot account lobby or on our home page. Our support team responds during Indonesia business hours, typically 10 AM to 11 PM Jakarta time, seven days a week.
Email Support Send detailed questions to our support address listed in your account. We aim to reply within 24 hours. Include your account username, the date of the issue, and screenshots if relevant.
In-App Help Centre Navigate to Settings > Help in the gengtot app or mobile site to browse common term questions, account FAQs, and payment troubleshooting. Answers are available in English around the clock.
ACCOUNT SECURITY

How We Protect Your Account and Information

Your account security and data privacy are built into our terms. We encrypt your password, verify your identity before any payout, and store your payment details with industry-standard protection.

Password & Login Protection

Use a strong, unique password and enable two-factor authentication in your account settings. Never share your login details. We never ask for your password via email or chat.

Identity Verification

We verify your identity once during registration and again before large withdrawals to prevent fraud. Provide accurate government ID and phone number. Verification usually clears in under 2 hours.

Data Retention and Deletion

We keep your account data for as long as your account is active, plus 5 years for regulatory compliance. After deletion, we retain anonymised records only. Request deletion anytime through your account.

Payment Security

DANA, OVO, GoPay and QRIS transactions are encrypted end-to-end. Your balance is updated in real time. We never store full payment card numbers; we use tokenised references instead.

Fraud Prevention

We monitor for unusual deposit or withdrawal patterns and may pause an account temporarily if we detect suspicious activity. We'll contact you to confirm, then restore access once cleared.

Dispute & Appeal Process

If you disagree with a transaction, account suspension, or terms interpretation, submit a dispute form in your account. We review and respond within 7 business days. Escalation is available if you're not satisfied.

Questions About Your Rights and Our Rules

Below are the questions we hear most about how our terms affect your account, your money, and what happens if something goes wrong. Read through these to understand your obligations and what you can expect from us.

You can close your account anytime through Settings > Account. If you have a balance, we'll process a withdrawal within 24 hours to your registered payment method—DANA, OVO, GoPay, QRIS or bank transfer. No fees are charged. After closure, you cannot reopen the same account; you'd need to register fresh with new details.

Access depends on local law in your country. If you're travelling and your home is Indonesia, you may continue playing. Some countries restrict online gaming; check your local regulations. We reserve the right to block access from unsupported regions. Use a valid Indonesian phone number and address for your account.

Contact support immediately via live chat or your account settings. We'll freeze your account right away. Report your login details as compromised, and we'll help you reset your password and review recent activity. Do not use the account until we confirm it's secure. We may void winnings made without your authority.

After you request a withdrawal, we verify your identity and account balance. DANA, OVO and GoPay transfers usually arrive within 15 minutes. QRIS and bank transfers may take 1–4 hours depending on your bank. Verification can add 1–2 hours if it's a new withdrawal method or a large amount. You'll see the status in your transaction history.

Yes. We'll close your account if you use it for fraud, money laundering, running multiple accounts, underage access, or sharing login details. We'll also suspend accounts that show chargeback patterns or breach local gaming laws. Funds in a closed account may be forfeited. You'll receive a suspension notice via email explaining the reason and any appeal process.

Submit a dispute form in your account under Support > Disputes. Describe the transaction, the date, and why you dispute it. We investigate and reply within 7 business days. If we confirm an error—a failed DANA, OVO or GoPay transfer that debited your balance without depositing, for example—we'll refund you immediately. If we deny your dispute, you can escalate once.

We use your name, phone number, email and ID only for account management, payment processing, identity verification, and fraud prevention. We never sell your data. Regulatory authorities and payment providers may access your information where local law requires. You can request a full data export anytime by contacting support.

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