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Our Terms & Conditions Cover Your Account, Payments and Play

When you open your hk welcome account, you're agreeing to a straightforward set of rules that protect both you and us.

Account security & verificationDeposit and withdrawal flowsDispute and refund process
hk welcome Our Terms & Conditions Cover Your Account, Payments and Play
REACH OUR TEAM

How to Ask Questions About These Terms

Our support team helps you understand any part of the terms and handles requests to review, update or close your account.

Live Chat Open the chat widget on our site or app; our agents answer questions about account terms, deposits, withdrawals and policies during business hours.
Email Support Send requests to [email protected]. Include your account email and the specific question; we'll reply within 24 hours on weekdays.
In-App Help Navigate to Settings > Help & Legal to see a summary of key terms and request changes or account closure directly from your lobby.
ACCOUNT & DATA SAFETY

How We Protect Your Account, Money and Information

Security and transparency are built into how we handle your account. When you register, we ask for a valid phone number and email so we can verify withdrawals and send important notices.

Encryption & Login Security

Your password is hashed on our servers; only you can access your account. Enable two-factor authentication in Settings for extra protection.

Payment Data Handling

We don't store your card or wallet credentials. DANA, OVO, GoPay and QRIS handle that separately; we only see confirmation that the transaction cleared.

Transaction Records

Every deposit, withdrawal and wager is logged with timestamps. You can download your full history from the Wallet page any time.

Data Retention Policy

We keep your account data for five years after closure to comply with Indonesian regulations. Request deletion earlier by contacting support.

Dispute Resolution

If you dispute a charge or withdrawal, we investigate within five business days and reply with our finding and next steps in writing.

Account Closure & Requests

You can ask to close your account or request a data export at any time via our Help page or live chat. We process both within seven business days.

Frequently Asked Questions About Our Terms

These questions come up often when players in Makassar, Denpasar and across Indonesia review our terms. If your question isn't answered below, our support team is ready to help.

Click 'Forgot Password' on the login page; we'll send a reset link to your registered email. If you suspect unauthorized access, contact us via live chat immediately. We'll freeze your account until you verify your identity, then reset your credentials and check transaction history.

Yes. Log in, go to Settings > Account Info, and update either field. We'll send a verification code to your new phone or email to confirm the change. Your old contact info won't work for support or password resets until you verify the update.

Request a withdrawal from your Wallet, select your payment method, enter the amount, and confirm. Most DANA, OVO, GoPay and QRIS withdrawals clear within 15 minutes; some may take up to one hour during peak times. We verify your identity before processing.

Contact support with your transaction ID (from your Wallet history), the date and amount, and a description of the issue. Include any screenshots of errors or unexpected charges. We investigate and respond within five business days with our findings and next steps.

No. Our terms forbid duplicate accounts. If we detect more than one registered to the same person, email address or phone number, we'll suspend all linked accounts and forfeit any funds. Contact support if you need to clarify account ownership.

Your account stays active indefinitely. Inactive accounts don't expire or lose balance. If your account is suspended or closed for a policy breach, we'll email the registered address to explain why and how to appeal within 14 days.

Yes. Go to Settings > Help & Legal and select 'Export My Data' or 'Close Account'. We'll send your complete transaction and profile data within seven days, or delete everything after account closure within 30 days, depending on Indonesian data protection rules.