Reference

Legal clarity so you know where you stand

Our legal framework is built around your account security, payment verification and access rights.

Account ownership & accessPayment verification processWithdrawal & dispute rights
Explore the Lobby Read FAQ
sidney pool Legal clarity so you know where you stand
REACH OUR LEGAL TEAM

How to contact us about account or policy questions

Team online

Live Chat Support

Open your account settings, tap the Help icon at the bottom right of the lobby, and connect with our support team. Available daily 08:00–23:00 Jakarta time for account, payment and policy questions.

Email for Policy Requests

Send formal requests for data access, account closure or disputes to our legal inbox. We respond within 5 business days with full details of your request and next steps.

Account Help in Lobby

Go to Menu → Account Settings → Legal & Support to find FAQs on terms, access rights and withdrawal disputes. Direct links to escalation forms are listed there for immediate action.

DATA & ACCOUNT PROTECTION

How we handle your information and account safety

Account Verification

We verify your identity when you register and before each withdrawal.

Data Retention

Account records are kept for the duration of your membership and 7 years after closure for regulatory compliance and dispute…

Payment Security

DANA, OVO, GoPay and QRIS transfers are encrypted end-to-end. We never store your payment credentials; each transaction is verified independently…

Cookie & Tracking Policy

We use cookies to keep you logged in, remember your lobby preferences and track session activity for security.

Request Account Changes

Email our support team to update your registered name, payment method or contact details.

Dispute & Appeal Process

If you contest a deposit charge or withdrawal denial, file a dispute via Account → Transactions → Dispute.

Common questions about account terms and your rights

When you open an account, we confirm your legal eligibility based on your location and register your identity details. Your funds are held separately from operational accounts under financial safeguards. Withdrawal requests are verified and processed according to the legal framework of your region. If a dispute arises, our team investigates and follows the resolution process outlined in your account terms.

Go to Account Settings → Legal & Support and select Close Account. We'll verify your identity, confirm your balance, and process your withdrawal to your registered payment method within 3–5 business days. Once closed, your account cannot be reopened. All transaction history remains available for your records.

We collect your name, identity number, contact details and payment information only to verify your account, process deposits and withdrawals, and comply with local regulations. Data is encrypted and kept secure for 7 years after account closure. You can request a full export of your personal data anytime via Account Settings → Data Export Request.

Yes. Go to Account → Payment Methods or Account → Contact Details to request an update. Changes take 1–2 business days and require re-verification of your identity. For withdrawal-linked fields, we'll send a confirmation email before the change takes effect.

DANA, OVO, GoPay and QRIS deposits usually arrive within a minute; if yours doesn't, contact our support team via live chat. For withdrawals, we verify your payment method and account details match your registration. If a withdrawal is blocked, we'll email the reason and next steps. You can file a formal dispute via Account → Transactions → Dispute.

Access depends on local law. When you register, we confirm whether our platform is available and legal in your location. If local regulations change and restrict access, we'll notify you and help you retrieve your balance. Your withdrawal rights are protected regardless of changes to access rules.

Use Account → Help → Legal Support to find our email address and complaint form. You can also file formal requests for data access, account closure or disputes. We respond to all legal inquiries within 5 business days with a full written response and resolution steps.

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