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Our Terms & Conditions Explained

When you open an account with merpati, you're entering into an agreement that covers how deposits and withdrawals work, what happens to your account data, and how we…

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merpati Our Terms & Conditions Explained
REACH OUR TEAM

How to Contact Us About Terms Questions

Team online

Live Chat

Open the chat widget in the bottom right of the lobby. Our team answers term-related questions Monday–Sunday, 08:00–23:00 Indonesia time. For urgent account access or security issues, chat is the fastest path.

Email Support

Send detailed questions about these terms to [email protected]. We respond within 24 hours on business days. Include your account email and a clear description of what you need to understand.

In-App Help

Go to Account > Settings > Legal & Terms inside the merpati app or web lobby. You'll see a summary of key rules plus a link to file a dispute or request a data copy if your local law allows it.

HOW WE HANDLE YOUR DATA

Security, Privacy and Your Rights

Account Security

We encrypt your login and payment details end-to-end. When you deposit via DANA, OVO, GoPay or QRIS, the connection between your wallet and our payment gateway is secured by industry-standard TLS. Two-factor authentication is available in your settings.

Data Retention

We keep your account data for the life of your account plus two years after closure, to meet regulatory requirements and handle any disputes. Deposit and withdrawal records are retained for seven years per Indonesian financial law.

Cookies & Tracking

We use cookies to remember your login session, language preference and play history. Non-essential cookies are optional; you can disable them in your browser. No tracking data is shared with third parties outside our payment and anti-fraud partners.

Your Data Rights

You can request a copy of all personal data we hold on your account by emailing [email protected] with 'Data Subject Access Request' in the subject line. We'll provide it within 30 days where local law requires.

Account Changes

If your address, phone number or payment method changes, update it immediately in Account > Settings. Out-of-date contact details can delay withdrawal verification and support responses.

Dispute Resolution

If you believe a charge is incorrect or a withdrawal was blocked unfairly, contact our team within 14 days of the transaction. We'll investigate and respond in writing within 10 business days with our findings and next steps.

Terms & Conditions FAQ

Using more than one account or circumventing our security checks violates these terms. We may suspend the account and investigate. If funds are involved, we'll hold them while we verify your identity and account activity. You can contact [email protected] to explain, and we'll review your case within five business days.

You can request a withdrawal to the same payment method you deposited from — DANA, OVO, GoPay, QRIS or bank transfer — at any time. We process withdrawals within four business hours. Your account balance must be non-negative, and if you've claimed a promotional offer, the terms of that offer may apply to withdrawal timing.

The funds remain yours until you request a withdrawal. We hold them in a segregated trust account separate from our operating funds. Your balance is always visible in your wallet. If merpati faces insolvency, your deposits are protected by Indonesian banking law for participating bank partners.

We retain your data for two years after account closure to handle disputes and meet tax law. After that period, we delete all personal identifiers unless you request a data export first. Aggregated play statistics may be kept for internal reporting but are not tied to you by name.

Report it to [email protected] or via live chat within 14 days of the transaction date. Include your account email, the payment method used, the amount, and the approximate time. We'll investigate with our payment partner and respond in writing within 10 business days.

We can update these terms, but we'll notify you by email at least 30 days before the change takes effect. If the change materially worsens your rights, you can request account closure and a full withdrawal without penalty. Continuing to play after the 30-day notice period means you've accepted the update.

These terms apply equally to all Indonesia players. Payment methods — DANA, OVO, GoPay and QRIS — work the same way across all Indonesian regions. If your local city has specific regulations, we follow those in addition to these terms. Contact [email protected] if you have location-specific questions.

Related Pages

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