Legal Questions Players Ask
Your account remains active and your funds stay in your wallet. We do not close inactive accounts or expire balances. However, if your account is flagged for regulatory review or suspected fraud, we may suspend it and contact you to verify your identity before reactivating it.
Yes. Log into Account > Security & Legal and select Data Export. We compile a file containing your name, email, phone, deposit and withdrawal history, and gaming activity. The export usually arrives within 7 business days. You can also request it via email to our legal support desk.
Contact support with your account ID and the transaction date. If the withdrawal has already cleared to your DANA, OVO, GoPay or QRIS account, the dispute is resolved with your payment provider. If the funds have not cleared, we can cancel the request within the 24-hour hold window.
We delete your personal data 30 days after account closure, except transaction records and identity documents we are required to keep for anti-money-laundering compliance. Those records are retained for seven years and kept secure, separate from active account data.
No. Your password is hashed using encryption before storage, so no one—including royalwinindonesia staff—can see your actual password. Each time you log in, we compare your entry to the hash. If you forget your password, use the reset link sent to your registered email address.
We store only the last four digits of your DANA, OVO, GoPay or QRIS account and a secure token from your payment partner. We never store your full account number, PIN or payment credentials. This allows you to withdraw instantly without re-entering payment details each time.
Email our security team immediately at the address in your Account > Support section or use live chat Monday–Friday, 09:00–21:00 Indonesia time. Include as much detail as possible. We investigate all reports within 24 hours and notify you of findings and next steps.
