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How we handle your account and payments

When you open an account with us, your funds, personal data and gameplay history sit behind real security protocols.

Account SecurityPayment VerificationData ProtectionWithdrawal RightsDispute Resolution
venom login How we handle your account and payments
REACH OUR LEGAL TEAM

How to contact us about account or legal issues

We staff legal and compliance support during core hours to handle account questions, payment disputes, and data-access requests. Use the channels below to reach us; response times vary by channel.

Email Support [email protected]. Standard response within 24 hours for payment disputes, account access requests and data-subject inquiries. Attach screenshots of the transaction or issue.
In-App Legal Form Open your account, navigate to Settings → Legal Requests. Submit a formal request for data access, account closure, or dispute filing. Portal logs your submission and sends a confirmation code.
Live Chat (Business Hours) Monday–Friday, 09:00–18:00 WIB. Chat agents can escalate legal questions to compliance. Note: chat is not suitable for formal complaints; use email or the Legal Form instead.
HOW WE PROTECT YOU

Data handling, security and your account access rights

We treat your account information, deposit history, and gameplay data as sensitive. Every login is logged; every withdrawal is verified against your identity and payment method on file.

Account Encryption

All deposits, withdrawals and personal data travel over TLS 1.2 or higher. Your password is hashed on our servers; we never store it in plain text or email it back to you.

Login Anomaly Detection

We monitor every login for suspicious patterns — new device, new country, unusual time. If we detect a risk, we send you a verification code via SMS or email before account access is granted.

Data Export Request

Email [email protected] or submit a request in Settings → Legal Requests to export your account history, deposits, withdrawals and personal record in CSV or JSON format within 14 days.

Withdrawal Verification

Before we release funds, we verify your identity matches your payment method. Withdrawals via DANA, OVO, GoPay and QRIS are checked within 1–2 minutes; bank transfers may take longer.

Cookie & Session Policy

We use cookies to maintain your login session and detect fraud. Session cookies expire after 30 minutes of inactivity. You can clear cookies in your browser; you will be logged out.

Account Closure & Deletion

Request permanent account closure through Settings → Account → Close Account. Data is retained for 90 days post-closure for dispute resolution, then deleted. Depends on local law.

Questions about your account rights and our policies

We accept Indonesian national ID (KTP), driver's license or passport. Upload a clear photo during account creation. For withdrawals over a certain amount, we may request a second form of ID or a recent bill showing your address. Depends on local law and the payment method you choose.

No. Each person may hold one active account. Multiple accounts with the same identity, device or payment method are flagged and may be closed without notice. Duplicate accounts also forfeit any balance.

Email [email protected] with your account ID, the transaction date and amount, and a description of the issue. We investigate within 5 business days. If the transaction was blocked by your bank or payment provider, we contact them on your behalf.

Active accounts retain all data indefinitely. After you close your account, we retain core records (name, ID, deposit/withdrawal history) for 90 days for dispute resolution and tax compliance, then delete them. Depends on local law.

No. We require SMS or email verification if your account is accessed from a new device or location. Even with your password, a new login triggers a one-time code. If you suspect unauthorised access, change your password immediately and contact [email protected].

All bets, wins and losses are recorded and visible in your account History. We retain gameplay logs for 24 months for audit and dispute purposes. You can export your full history through Settings → Legal Requests.

Partial data deletion is not available while your account is active. When you close your account, non-essential personal data (phone, address) is deleted immediately; transactional records remain for the legal hold period (90 days). Request full export before closure if you need a backup.