Reference

What You Need to Know About Playing on ratuhoki

Our Terms & Conditions outline how your account works, how we handle your payments through DANA, OVO, GoPay and QRIS, and what happens when you withdraw.

Account ownership & verificationPayment security & withdrawal timelinesDispute resolution & support access
Explore the Lobby Read FAQ
ratuhoki What You Need to Know About Playing on ratuhoki
REACH OUR TEAM

How to Contact ratuhoki When You Have a Terms Question

Live Chat Open your account and tap the chat icon in the bottom-right corner.
Email Support Send a detailed question to [email protected] with your account username and transaction ID if…
Account Help Centre Log into your account and browse the Help section under Account Settings.
SECURITY & DATA

How We Protect Your Account and What Happens to Your Data

Password & Two-Factor Auth

You set your own password when you open an account. We strongly recommend enabling two-factor authentication via SMS or email — this prevents unauthorized logins even if someone learns your password. Update your security settings anytime in Account Preferences.

Payment Data Encryption

All deposits and withdrawals are encrypted end-to-end using industry-standard SSL protocols. Your DANA, OVO, GoPay and QRIS credentials are never stored on our servers; payment requests are routed directly to each provider's secure gateway.

Account Data Retention

We keep your account history and transaction records for seven years to comply with audit and dispute-resolution requirements. You can request deletion of personal data after account closure, subject to local law and outstanding obligations.

Verification & KYC

When you open an account, we request your name, date of birth and identity document type to meet anti-money-laundering standards. Verification usually completes within one hour; high-value withdrawals may trigger a second identity check.

Cookies & Tracking

We use cookies to remember your login, language preference and game history. You can clear cookies anytime in your browser; this logs you out but does not affect your account balance or play history.

Data Breach Notification

If we detect unauthorized access to account data, we notify you via email and SMS within 48 hours and walk you through account recovery steps. Contact [email protected] immediately if you suspect a breach.

Frequently Asked Questions About Our Terms

No. Each email address and identity document can open only one account. If you already have an account and accidentally create another, contact us immediately so we can merge or close the duplicate and protect your funds. Operating multiple accounts violates our terms and may trigger account suspension.

Your account stays active indefinitely. We don't charge inactivity fees or expire your balance. If you forget your password, use the 'Forgot Password' link on the login page; we'll send a reset link to your registered email. Your funds are held securely until you withdraw.

After you request a withdrawal, we verify it within 24 hours. Once approved, funds transfer to your payment method in 5–15 minutes. If your withdrawal hasn't arrived after 30 minutes, check your payment app's transaction history; contact us if it shows no incoming transfer.

Contact [email protected] immediately with your account username and any identity document you used to open the account. We'll verify your identity via SMS and email and help you update your contact details. This usually takes one business day.

Daily limits depend on your account age and verification status. New accounts start with a 5,000,000 IDR daily deposit limit and a 2,000,000 IDR daily withdrawal limit. Once fully verified, limits increase to 50,000,000 IDR per day. You can request a custom limit change via support if you need higher caps.

Yes. Open Account Settings, scroll to Account Closure, and follow the steps. We'll freeze new deposits immediately. You can still withdraw your entire balance; once it reaches zero, your account closes within 48 hours. Reactivation requires contacting support and completing a brief re-verification.

Open a dispute ticket in Help → Report an Issue, or email [email protected] with your game session ID or deposit reference number. We investigate within five business days, review server logs and payment records, and notify you of the outcome. If the dispute is upheld, we credit your account immediately.

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