Reference

How we protect your account and manage your legal standing

When you open an account with us, your rights and obligations are clear from the start.

Account Terms ExplainedData & Security FrameworkWithdrawal Verification ProcessSupport Channels & Hours
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novibet How we protect your account and manage your legal standing
CONTACT & DISPUTE

How to reach us with legal or account questions

Our support team is trained to handle account disputes, term clarifications, data requests and withdrawal issues. You can reach us through live chat (available 09:00–23:00 Jakarta time, seven days a week), email for formal requests, or in-app messaging. For withdrawal disputes or payment reversals, open a ticket via the support portal inside your account dashboard; our team investigates within 48 hours and responds to your registered email address. If you need to request your data, close your account permanently, or file a formal complaint about our legal practices, send a signed request to our support email with your account ID and registered phone number.

Team online

Live Chat Support

Reach our team via in-app chat 09:00–23:00 Jakarta time daily. We handle account disputes, withdrawal queries and term questions in real time.

Email for Formal Requests

Send legal requests, data export forms and account-closure notices to our support inbox. We respond within 5 business days with full documentation.

In-App Support Portal

File withdrawal disputes, payment issues and compliance complaints directly from your account. Ticket tracking updates via email every 24 hours.

SECURITY & RETENTION

How we safeguard your data and manage account information

Your personal and financial data is encrypted end-to-end when transmitted to our servers. We store account information, transaction history and payment records for the minimum period required by local law — typically…

Encryption & Transmission

All account logins, deposits and withdrawals use AES-256 encryption. Deposit data via DANA, OVO, GoPay and QRIS are tokenised; we never store raw payment details.

Account Activity Log

Every login, deposit and withdrawal is timestamped and visible in your transaction history. Export your full record anytime from account settings.

Data Retention Policy

Account data retained for seven years minimum per regional audit requirements. Closed account data archived securely for legal compliance.

Two-Factor Authentication

Optional security layer using SMS PIN or authenticator app. Enable in Settings > Security to require a second code on every login.

Cookie & Tracking Consent

Cookies manage login sessions, language preference and fraud prevention. Adjust tracking preferences in your browser or email our support team.

Data Officer Contact

Submit data access, deletion or correction requests via support portal. Our data officer responds within 30 days with full documentation.

Answers to your most common legal and account questions

Below are the questions we hear most often from players in Surabaya, Bandung and across Indonesia about account terms, data rights, withdrawal disputes and support contact. If your question isn't here, our support team is available 09:00–23:00 Jakarta time daily.

Submit a signed closure request via our support portal with your account ID and registered phone number. We freeze your account immediately, process any remaining balance within 5 business days, and archive your data for seven years per regulatory requirement. You cannot reopen the same account; a new registration requires a new email address.

Yes. Send a data export request to our support email or via the in-app portal. We compile your account info, transaction history, device logs and payment records into a secure file and deliver it within 30 days. Choose email or secure download link delivery.

All withdrawals are verified within 24 hours of request. DANA, OVO and GoPay transfers clear in under a minute after verification. Bank transfers and QRIS may take 1–3 business days depending on your bank. We email confirmation at each stage.

Open a support ticket immediately with your transaction ID and screenshot. Our team investigates within 48 hours, contacts your payment provider if needed, and updates you via email. Reversal requests are handled within 5 business days.

Yes. Your deposits and account balance are held in segregated accounts separate from novibet's operational funds. This protects your money in the event of platform issues. All withdrawals are processed only to the payment method and account holder name that made the original deposit.

You can update phone and address in account settings anytime. Legal name changes require verification and must be submitted via support with a government-issued ID copy. We process these within 3 business days and notify you via email once complete.

We accept DANA, OVO, GoPay, QRIS and bank transfer where local law permits. Eligibility depends on local law and your region. All deposits are subject to minimum and maximum limits displayed at checkout; these protect both you and the platform.

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