Reference

Legal framework built around your account

When you open an account on master 38, you're entering a transparent arrangement.

Data protection frameworkWithdrawal verification processAccount access rightsPayment method security
Explore the Lobby Read FAQ
master 38 Legal framework built around your account
LEGAL CONTACT PATHS

Reach our legal and compliance team

Questions about your account terms, data rights, or transaction history? We've put multiple channels in place so you can contact us quickly.

Email Send account disputes, data-access requests, or withdrawal queries to [email protected]. Responses arrive within 48 hours on business days, with case tracking for every escalation.
Live support Jump into the lobby chat during support hours (09:00–23:00 Jakarta time, seven days a week) and ask to speak with our compliance desk about account terms or legal issues.
Account settings Open your account page and navigate to Legal > Data Rights to download your transaction history, request a data export, or view the full terms attached to your current session.
ACCOUNT SECURITY CORE

How we protect your account and verify your identity

Your account security rests on three layers: encrypted login credentials verified against your registered email or phone, two-factor authentication on withdrawal requests, and real-time fraud monitoring across all deposits and stake activity.

Encryption and data transit

All communication between your device and our servers uses TLS 1.3 encryption. Lobby data, wallet balances and account settings are encrypted at rest on segregated servers.

Withdrawal verification

Before any payout clears, we verify your account holder name against your payment method recipient, cross-reference your registered address, and run fraud checks across your transaction history.

Payment data security

We never store full DANA, OVO, GoPay or QRIS credentials. Payment tokens are held by external PCI-DSS processors and rotated every 90 days. You can update payment methods from your account page anytime.

Session and cookie policy

Your session ID expires after 30 minutes of inactivity; multi-session login is blocked to your registered device. Cookies track lobby preference and fraud signals but contain no passwords or payment data.

Data retention and deletion

Transaction records are kept for seven years per financial regulation. Account activity logs are purged 12 months after account closure. You can request full deletion by emailing [email protected].

Complaint and dispute escalation

File a dispute or data-access request via your account Legal tab. We log every case with a tracking number and respond within 48 hours with next steps and any supporting documentation.

Frequently asked questions about legal terms and data

We answer the questions we hear most from players in Yogyakarta, Jakarta and across Indonesia about how your account data is handled, what happens to your funds, and how to exercise your rights under our terms.

Your deposit stays in your account wallet indefinitely until you stake it in a game or request a withdrawal. We do not charge inactivity fees or expire your balance. You can withdraw unused funds anytime; the cash is returned to your original DANA, OVO, GoPay or QRIS account within one business day.

Yes. Open your account, go to Legal > Data Rights, and select Download Full Record. We'll email you a CSV file with every deposit, withdrawal, stake and game outcome tied to your account, plus your registered contact details and payment methods used. It arrives within 24 hours.

We cross-check your account holder name against the DANA, OVO, GoPay or QRIS account you've registered, verify your address on file, and scan for fraud signals across your recent games and deposits. High-value withdrawals above 5 million Rupiah trigger a manual review. You'll receive a confirmation SMS or email before the payout leaves our system.

Email [email protected] with your account ID and a request for permanent closure. We'll freeze your account immediately, process any outstanding balance as a final withdrawal, and purge non-transaction records within 30 days. Transaction records remain for seven years under financial law.

Navigate to your account Transactions tab, find the disputed entry, and select Raise Dispute. We'll open a case ticket within two hours and investigate against payment processor logs. Most missing deposits are traced within 24 hours; refunds (if warranted) are issued to your original payment method.

Yes—you can log in from mobile, tablet and desktop. However, we block simultaneous login from two different devices to prevent unauthorised access. If you log in from a new device, we send a verification code to your registered email. You can manage trusted devices from your account settings at any time.

DANA, OVO, GoPay and QRIS transfers are monitored by our anti-fraud system and the payment provider's own security. If an unauthorised transaction is reported within 30 days, we work with the processor to reverse it. You must report suspected fraud immediately; delays may void our ability to recover funds. Coverage depends on local law in your region.

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