Reference

Legal policies built for your account safety

We handle your data, your deposits and your withdrawals with clear rules that protect you every step of the way.

Data privacy and retentionAccount verification standardsWithdrawal and dispute processes
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erek 39 Legal policies built for your account safety
REACH OUR LEGAL TEAM

How to contact us about policy and account questions

Our support team is available to answer questions about your account, our legal policies, data rights and dispute resolution. You can reach us through multiple channels, all monitored during our standard business hours. Response times vary by channel, but we aim to address policy questions within 24 hours of receipt.

Team online

Live Chat

Open the chat widget in your account lobby. Available 09:00–22:00 WIB, seven days a week. Our team handles policy questions, account disputes and data requests in real time.

Email Support

Send your policy question to [email protected] with your account email and a clear subject line. We respond within 24 hours on business days. Include your account number and any relevant screenshots.

Account Dashboard

Navigate to Settings > Help > Legal Inquiry in your account to submit a formal policy request. Your message is logged with a ticket number for tracking. Replies land in your email within 48 hours.

YOUR RIGHTS AND SECURITY

Data handling, cookies and how we protect your account

Your trust in erek 39 starts with transparency. We explain exactly how your information moves through our system, how cookies work on our site, and what rights you have to access or…

Data Access and Portability

You have the right to request a full copy of your personal data held by erek 39. Submit a data access request via the Account Dashboard or email [email protected]. We deliver your data in a portable format (CSV or PDF) within 14 days.

Cookie and Tracking Policy

We use cookies to remember your login, track your session and improve our site performance. You can disable non-essential cookies in your browser settings. Our cookies never capture your payment details or passwords.

Account Deletion and Data Removal

Request permanent account closure and data deletion via Settings > Account > Delete Account. After 30 days of inactivity, your account becomes eligible for full removal. We retain transaction records for seven years as required by law.

Withdrawal Verification and Chargeback Prevention

Before any withdrawal clears to your DANA, OVO, GoPay or QRIS account, we verify your identity and confirm the receiving account matches your registration. This prevents unauthorized transfers. Withdrawal disputes are resolved within 72 hours.

Password Security and Two-Factor Authentication

Your account is protected by encrypted password storage. We offer optional two-factor authentication (2FA) via email or SMS. Enable 2FA in Settings > Security to add a second layer of protection to your login.

Contact Us About Your Rights

Questions about your legal rights, data retention or privacy? Reach our legal team at [email protected] or use the Legal Inquiry form in your Account Dashboard. Response guaranteed within 24 business hours.

Your rights, withdrawals and account policies

Real questions from real players in Indonesia—answered directly. We cover deposit holds, withdrawal disputes, account restrictions, data requests and what happens if you need to report a problem. Every answer reflects our actual process.

Deposits usually clear within 30 seconds to one minute after you submit your payment details. In rare cases, your bank may hold a transfer for up to 24 hours, especially for first-time QRIS payments from Makassar or other regions. Contact support if your deposit doesn't arrive within two hours.

File a dispute immediately via Settings > Account > Dispute Resolution or email [email protected] with your account number, transaction ID and a description of the issue. We investigate within 72 hours and request evidence from your payment provider if needed. Disputes can result in account restrictions until resolved.

Yes. Submit a data access request in your Account Dashboard under Settings > Privacy > Request My Data. We compile your data (account history, deposits, withdrawals, email, phone) into a portable file and deliver it within 14 days. No fee applies.

We keep transaction records for seven years after account closure to comply with local financial regulations, where local law permits. Personal details (email, phone, address) are securely deleted after 90 days unless a dispute or legal inquiry is in progress. You can request earlier deletion via the Legal Inquiry form.

Account restrictions (withdrawal holds, login blocks) happen if we detect unusual activity, failed verification or a reported dispute. We notify you via email with the reason. Appeal by submitting a formal request to [email protected] with supporting documents (ID, bank statement, proof of address). We review appeals within 48 business hours.

Your DANA, OVO, GoPay and QRIS details are encrypted end-to-end and never stored on our servers after your transaction completes. We use SSL encryption for all data transmission. Your password is hashed using industry-standard algorithms. Enable two-factor authentication in Settings > Security for extra protection.

erek 39 operates where local law permits. Account terms and disputes are governed by the laws of your jurisdiction. Your right to use erek 39 depends on local law in Indonesia and your location. For legal questions specific to your region, contact our support team with details.

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