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What You Need to Know About Our Terms

When you open an account with us, you agree to a clear set of rules that protect both you and sidney pool.

Account Registration RulesPayment & Withdrawal TermsDispute & Refund ProcessYour Data & Security RightsAccount Suspension & Closure
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sidney pool What You Need to Know About Our Terms
REACH OUR TEAM

How to Contact Us About These Terms

Team online

Live Chat

Open the chat widget in your account lobby. Our support team responds during operating hours Monday to Sunday, 09:00–23:00 Western Indonesia Time. Ask about account rules, payment holds or dispute escalation.

Email Support

Send detailed questions to [email protected]. Include your account username and a clear description of your issue. We reply within 24 business hours with policy clarification or next steps.

Account Settings

Visit Settings → Account Agreement inside your lobby to view the full Terms & Conditions text, download a PDF copy, or request a terms clarification from our compliance team.

HOW WE PROTECT YOU

Data Security, Account Control & Your Rights

Account Verification

We verify your identity when you first register and again before your first withdrawal.

Data Retention & Deletion

We store your account data for seven years after closure to meet audit requirements.

Transaction History

All deposits, withdrawals and real-money activity are logged in your Account → Transactions tab.

Cookie & Tracking Consent

We use cookies to keep you logged in, remember your language and game preferences, and detect suspicious login attempts.

Account Closure & Reactivation

Request permanent closure in Settings → Account. Funds are withdrawn to your registered payment method within 5 business days.

Dispute & Chargeback Rules

If you dispute a transaction, contact our support team within 90 days. We investigate and respond within 10 business days.

Frequently Asked Questions About Our Terms

If we detect fraud, underage access, multiple accounts, or money laundering signals, your account will be suspended immediately. You'll receive a written notice explaining the violation. Funds may be held during investigation. You have 14 days to appeal through [email protected] with evidence. Serious breaches result in permanent closure and potential legal referral.

Yes. Withdrawals are rejected only if verification failed, funds are on hold due to dispute investigation, or your payment method declined the transfer. Contact live chat with your withdrawal reference number. We'll explain the reason and guide you through resubmission. If your bank rejected the transfer, we'll attempt it again to an alternate account or payment method.

We retain your account data for seven years after closure for audit, tax and anti-fraud compliance. You cannot request deletion of transaction records during this period where local law requires record retention. You may request a personal data download at any time through your Settings menu or by emailing support.

Game outcomes are determined by certified random-number generators and cannot be refunded simply because you lost. Refunds apply only to technical errors—for example, if a bet was placed twice due to a platform glitch, or a live table disconnected mid-hand. Report technical issues immediately to live chat with screenshots or session ID.

No. Multiple accounts per person are forbidden under our Terms. We use name, ID number and device fingerprinting to detect duplicates. If we find multiple active accounts under one identity, all will be suspended and funds held during investigation. You may open a new account only after your previous account is permanently closed and 30 days have passed.

Our compliance team reviews identity documents you submit during registration and at withdrawal. If your ID shows you're under 18, your account is immediately closed and funds returned to your deposit method. Fraud flags are reviewed by our security team; you'll receive written explanation and 14 days to appeal through support. Appeals are decided within 10 business days.

We accept DANA, OVO, GoPay, QRIS and bank transfer. DANA, OVO and GoPay deposits clear in under one minute after you confirm the transaction on your phone. QRIS payments and bank transfers take 1–3 minutes. All withdrawals are processed within 24 hours of approval; your receiving bank clears funds within 1–3 business days. Payment method terms are set by the provider, not by sidney pool.

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