Reference

Legal Framework Built Around Your Account

When you open an account with royal panda, your wallet, identity and gameplay data are governed by clear legal boundaries.

Account verification requiredEncrypted login securityReal withdrawal verification
Explore the Lobby Read FAQ
royal panda Legal Framework Built Around Your Account
HELP WITH POLICY

Contact Paths for Legal & Account Questions

Live Chat Open your account and select Help in the lobby. Our team responds to legal and account-access questions 24/7, in English. Policy clarifications, withdrawal holds and identity verification disputes route to our compliance desk within one hour.
Email Escalation Send account disputes, data-access requests and withdrawal concerns to [email protected]. We acknowledge receipt within four hours and provide a resolution update within two business days. Include your account ID and the date of the transaction in question.
Payment Provider Appeal If a withdrawal is blocked or reversed, contact your payment provider — DANA, OVO, GoPay or your bank — directly. We provide a transaction reference number via chat so you can trace the hold. Most reversals clear within three business days once the provider investigates.
SECURITY & DATA

How We Protect Your Information

Account Encryption

Login credentials are hashed with SHA-256 encryption. Your session token expires after 30 minutes of inactivity. Two-factor authentication is optional but recommended; enable it in Account Settings to add a phone-based confirmation step to every login.

Payment Data Isolation

DANA, OVO, GoPay and QRIS transaction details are never stored on our servers in full form. Only a token reference is kept. Your actual card or phone-linked account details remain with the payment provider, not accessible to royal panda staff.

Withdrawal Verification

Every cash-out request triggers identity verification — a real-time check matching your account name, registered phone number and linked payment account. Mismatches trigger a manual review within two hours. This step protects you from account takeover fraud.

Data Retention Policy

Game history, deposit and withdrawal records, and login logs are retained for seven years. After account closure, your personally identifiable information is anonymised within 90 days, except where law requires longer retention for tax or fraud investigation.

Cookie & Tracking

We use session cookies for login and analytics cookies to track lobby behaviour (which games you browse, deposit patterns). No cookies are sold to third parties. You can opt out of analytics in Account Settings without losing access to play.

Rights & Changes

You can request a copy of all your data, withdraw analytics consent, or request account deletion via the Account menu. Data exports are emailed within ten business days. Deletions are permanent and cannot be reversed; your funds must be withdrawn first.

Common Questions About Account & Policy

Contact our support team via live chat or email with your transaction ID. We provide a chargeback reference code to your payment provider within 24 hours. Your provider (DANA, OVO, GoPay or your bank) then investigates and typically resolves within three to five business days. Most disputes are reversed in your favour if the withdrawal was unauthorised.

Account access depends on local law in your location. If you travel to a jurisdiction where local law does not permit play, your account will be temporarily restricted until you return. You can still request withdrawals of any funds held. Contact support to check eligibility in your current location.

We retain all game records, deposit and withdrawal history, and login logs for seven years from the date of activity. This is required by payment regulators for audit and chargeback defence. After your account is closed, we delete personally identifiable data within 90 days unless law requires us to keep it longer.

Withdrawal limits depend on your account age, identity verification status and payment method. New accounts verified within the past 24 hours can withdraw up to your deposit amount per day. No stated hard cap exists for verified accounts, but withdrawals over 50 million IDR may require additional compliance checks.

Yes. Open your Account menu, select Privacy & Data, and click Export My Data. We email you a full dataset — all game history, deposits, withdrawals, and personal information on file — within ten business days. The file is encrypted and password-protected for security.

Change your password immediately via the login page. If you cannot access your account, contact live chat or email support with your registered phone number. We lock the account within 30 minutes and initiate a recovery process. Any unauthorised withdrawals during the compromise window are refunded after investigation.

Your deposit balance is held in a segregated account separate from royal panda operating funds. If the platform ceases operations, your balance is returned to your original payment method (DANA, OVO, GoPay or your linked bank account) within 30 days. This protection is standard across regulated payment providers.

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