Terms of Service
Covers account creation, prohibited conduct and what happens if we suspend your access. References this legal page for payment and dispute rules.
LEGAL REFERENCE
Legal clarity for your account
We built pilarwin for Indonesia players who want transparency. Our policies cover how we protect your account, handle your payments via QRIS, DANA, OVO and GoPay, and what...
Account ProtectionPayment ClarityDispute ResolutionData SecurityFair Play Standards
Our policy foundation
pilarwin operates under jurisdiction-compliant frameworks for supported regions in Indonesia. We process transactions through QRIS, DANA, OVO and GoPay with full encryption and audit trails. Your account balance, deposit history and withdrawal records remain accessible 24/7. Disputes are resolved within 48 hours where local law permits. We retain transaction logs for 7 years and comply with anti-money-laundering protocols. Player funds are segregated
from operational accounts. Our terms cover responsible account use, dispute procedures and payment security.
Service availability is jurisdiction-dependent. Users are responsible for checking local law before access.
PLAYER SUPPORT
How to reach us about policy
Live Chat
Ask policy questions in real time. Our support team responds within minutes and can clarify account terms, payment holds or dispute procedures directly.
Legal Email
Send formal inquiries to our legal team for documentation, account review or policy interpretation. Expect a response within 24 business hours.
Account Settings
Review your own policy-related preferences: communication consent, data sharing, self-imposed limits and dispute history are all visible in your dashboard.
TRUST MARKERS
Why our legal framework holds up
Encryption Standard
All transactions and account data travel over TLS 1.3. Your QRIS, DANA, OVO and GoPay credentials never touch our servers...
Audit Trail
Every deposit, withdrawal and game round logs to an immutable ledger. You can export your full history from the Transactions...
Dispute Timeframe
Payment disputes are investigated within 48 hours. We compare transaction logs against operator records and notify you of the outcome...
Fund Segregation
Player deposits held in segregated trust accounts, separate from operational revenue. Bank statements confirming this are available to regulators upon...
AML Compliance
We screen all accounts against OFAC and local watchlists. Know Your Customer checks are mandatory for withdrawals above Rp 50...
Annual Review
Our legal posture is reviewed every 12 months by external counsel. Policy updates are flagged in-account 30 days before they...
WHY THIS PLATFORM
Consistency across our policies
Privacy Policy
Details how we collect, store and share your data. Aligns with legal framework on audit logs, dispute investigations and regulatory disclosure.
Payment Terms
Specifies QRIS, DANA, OVO and GoPay deposit and withdrawal rules. Cross-references legal policy on transaction holds, reversals and dispute timelines.
Responsible Account Use
Outlines self-imposed spending and activity limits available in your dashboard. Linked to legal framework for account suspension and data retention.
Cookie & Tracking
Explains what we collect via browser and app analytics. Governed by the same encryption and audit standards detailed in our legal policy.
Dispute Resolution
Full procedure for reporting payment problems or account disputes. References legal jurisdiction, investigation timeline and escalation path.
Third-Party Integrations
Lists game studios, payment processors and sportsbook data partners. Legal policy requires all partners to meet equivalent security and compliance standards.
What defines our legal standing
Transparent Ledger
Every transaction from QRIS, DANA, OVO and GoPay is timestamped and immutable. You see deposits, withdrawals and game outcomes in your account history forever.
24-Hour Withdrawal Window
Payouts via QRIS, DANA, OVO and GoPay process within 24 hours. If a withdrawal fails, we notify you and hold the funds in your account pending your instruction.
Account Freeze Protocol
If we detect unusual activity, we freeze your account and send you a notification within 2 hours. You can respond in-app to unlock or request review by our team.
Data Retention
Your account data is retained for 7 years after closure. This ensures we can handle disputes, tax inquiries and regulatory audits long after you stop playing.
Jurisdiction Reference
Our legal framework references Indonesian consumer protection law and telecommunications regulations where applicable. Disputes can escalate to local mediation.
Annual Attestation
We publish an annual statement confirming fund segregation, encryption compliance and zero data breaches. Third-party auditors verify these claims independently.
Legal questions answered
Report it in-app under Transactions or email our legal team within 90 days. We investigate by comparing your account ledger against the payment processor's records. Resolution comes within 48 hours, and we notify you in writing with our findings and any reversal or credit applied.
We retain all transaction logs, personal identifiers and account history for 7 years. This covers regulatory audits, tax inquiries and potential future disputes. After 7 years, we securely delete your data unless local law requires longer retention.
Yes. Player deposits are held in segregated trust accounts, separate from operational funds. Your balance is legally protected as customer property. Bank statements confirming segregation are audited annually and available to regulators.
We may suspend your account if we detect prohibited conduct, fraud or unusual activity. You'll receive a notification explaining the reason and can request a review. Legitimate account closures include full refund of your balance to your original payment method within 5 business days.
Withdrawals above Rp 50 million trigger KYC verification. We ask for ID confirmation and sometimes proof of income source. This complies with anti-money-laundering law. Verification takes 24–48 hours; approved withdrawals process immediately afterward.
Yes. Log into your account and visit Transactions or Account History. You can filter by date, game or payment method and export a complete record in PDF or CSV. Timestamps and game round IDs are included for full transparency.
We use TLS 1.3 encryption for all data in transit. Your payment details never touch our servers—they're tokenized at the gateway and stored as secure references only. We never log or see your actual card or wallet credentials.