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Our Terms Shape How Your Account Works

When you open an account with us, you're agreeing to a set of rules that protect both you and hiwingame.

Account creation and verificationPayment method rulesWithdrawal and dispute handling
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hiwingame Our Terms Shape How Your Account Works
CONTACT AND DISPUTES

How to Reach Us About Your Account

If you have a question about these terms, a payment issue, or a dispute with a withdrawal, we're here to help. Contact our support team through the channels below, and we'll work through it with you. We aim to respond to account and payment queries within 24 hours during business days.

Team online

Live chat

Open the chat bubble in the bottom right corner of your hiwingame lobby. Our team responds during lobby hours across Indonesia time zones.

Email support

Reach [email protected] with your account email and a clear description of your issue. Include any transaction IDs or payment references.

Account settings

Log into your account, go to Settings > Help & Disputes, and submit a form. We'll send you a ticket number for tracking.

SECURITY AND TRANSPARENCY

How We Protect Your Account and Data

We take your account security and personal data seriously. All deposits and withdrawals are encrypted end-to-end; your DANA, OVO, GoPay and QRIS payment details are never stored unencrypted on our servers.

Data encryption

All payment and personal data is encrypted in transit and at rest. Your DANA, OVO, GoPay or QRIS credentials are never visible to hiwingame staff.

Account verification

We verify your identity during signup and before large withdrawals to prevent fraud and money-laundering. This protects your funds and complies with local financial rules.

Data retention

We keep your account data for the life of your account plus a retention period set by local law. You can request deletion where law permits; some data must be kept for dispute resolution.

Payment security

Deposits via DANA, OVO, GoPay and QRIS are processed through encrypted channels. Withdrawals are verified against your registered payment method to block unauthorised transfers.

No third-party sales

We don't sell your name, email, phone or transaction history to marketing firms or data brokers. Your information stays within hiwingame unless legally required to share it.

Request changes anytime

Update your email, payment method, or contact preference in Settings. Request a data download or account deletion through the Help & Disputes form; we'll confirm completion within 5 business days.

Frequently Asked Questions About These Terms

No. Your account is personal and non-transferable. If someone else accesses it without permission, contact us immediately through live chat or email so we can secure it. We may suspend the account temporarily while we investigate, and we'll reset your password.

Deposits usually appear in seconds. If yours hasn't after 5 minutes, check your payment app to confirm the transaction went through. If the charge cleared but your hiwingame balance didn't update, submit a ticket in Settings > Help & Disputes with your transaction reference, and we'll investigate within 24 hours.

Yes. Go to Settings > Help & Disputes and select 'Request personal data download'. We'll compile your account details, contact info, and transaction history into a file and email it to you within 5 business days, where local data protection law permits.

We retain your account data for the duration your account is active, plus a period set by local Indonesian and international financial regulations—typically 5–7 years for dispute resolution and fraud prevention. You can request earlier deletion where law allows; some transaction records must be kept for regulatory compliance.

Contact our support team immediately via live chat, email, or the Help & Disputes form in Settings. Include a description of what happened. We'll lock your account, reset your password, and review any unauthorised transactions. We may ask for identity verification to confirm you're the account holder.

The core rules are the same across Indonesia where we operate. Some regional rules may apply depending on local law—for example, account access, withdrawal limits or payment method availability may differ by region. We'll notify you of any region-specific changes that affect your account.

We can update these terms, but we'll email you a notice at least 14 days before they take effect. If you don't agree with the change, you can close your account and withdraw your balance. Continuing to use hiwingame after the notice period means you accept the updated terms.

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