This Privacy Policy explains what personal data neo38 collects from players, how that data is used, stored, and protected, and what rights you have over your information. We are committed to handling your personal data responsibly and transparently.
By registering an account on neo38 or by continuing to use the Platform after this Privacy Policy has been updated, you acknowledge that you have read and understood the practices described herein. If you disagree with any part of this policy, please discontinue use of the Platform and contact support to request account closure.
neo38 operates the online gambling and sports betting platform accessible at https://neo38.ws (the "Platform"). As part of operating the Platform, neo38 processes personal data about registered players and visitors. This Privacy Policy sets out in detail which categories of personal data we collect, the purposes and legal bases for which we process that data, the circumstances in which we may share it with third parties, and the rights you hold as a data subject.
neo38 is committed to maintaining the highest practicable standards of data protection. We process personal data only to the extent necessary to deliver the services described in our Terms & Conditions, to fulfil our compliance obligations, and to improve the Platform experience for players in Indonesia and beyond. We do not sell personal data to third parties.
This policy should be read alongside the neo38 Terms & Conditions, which govern the contractual relationship between you and neo38, and our Responsible Gaming page, which describes how we use certain data categories to support player welfare.
neo38 collects personal data across several categories depending on the nature of your interaction with the Platform:
When you create a neo38 account, we collect: full legal name, date of birth, email address, Indonesian mobile number, preferred username, and your selected payment method details (bank name and account holder name or e-wallet registration details).
Prior to processing withdrawals or in response to a compliance review, we collect: a copy of your government-issued photo ID (Indonesian National ID / KTP, passport, or driver's licence), proof of residential address, and documentation confirming ownership of your registered payment method.
We record all deposits, withdrawals, wagers, bonus credits, and other financial transactions processed through your account, including amounts (in IDR), timestamps, payment method references, and transaction status.
When you access the Platform, we automatically collect: IP address, device type and operating system, browser type and version, session duration, pages visited, game sessions played, bet history, and referring URL. This data is collected via server logs and analytics tools.
If you contact our support team via live chat or email, we retain records of those communications — including the content of messages, timestamps, and any attachments — for quality assurance, training, and dispute resolution purposes.
Where you set deposit limits, session time reminders, cooling-off periods, or self-exclusion preferences, we record these settings and the date they were applied. This data is used solely to enforce your welfare preferences and is not used for marketing purposes.
| Data Category | Examples | Retention Period |
|---|---|---|
| Registration Data | Name, email, mobile, date of birth | Duration of account + 5 years |
| KYC Documents | KTP, passport copy, proof of address | Duration of account + 7 years |
| Financial Records | Deposits, withdrawals, wager history | Duration of account + 7 years |
| Technical / Usage | IP address, session data, game logs | 13 months rolling |
| Communications | Live chat transcripts, email records | 3 years from last contact |
| Responsible Gaming | Limit settings, self-exclusion records | Duration of account + 5 years |
neo38 collects personal data through the following channels:
neo38 processes personal data on one or more of the following legal bases depending on the specific processing activity:
neo38 uses the personal data we collect for the following specific purposes:
To create and maintain your account, authenticate your login sessions, process account updates, and communicate essential service notices — including security alerts, policy updates, and transaction confirmations.
To facilitate deposits and withdrawals in IDR via your registered Indonesian bank account (BCA, BRI, BNI, Mandiri, or others) or e-wallet (OVO, DANA, GoPay, ShopeePay, LinkAja), verify that payment method ownership matches your registered identity, and maintain an auditable financial transaction record.
To fulfil our Know Your Customer (KYC) obligations, verify that players meet the 21+ age requirement, comply with anti-money laundering regulations, and respond to lawful requests from regulatory or law enforcement authorities where required.
To detect and prevent unauthorised account access, identify patterns associated with bonus abuse, multi-accounting, or money laundering, and protect the integrity of the Platform and the broader player community.
To monitor player activity for early indicators of problem gambling, enforce player-set deposit limits and self-exclusion preferences, and — where our algorithms identify at-risk behaviour — proactively reach out to offer support resources.
To analyse aggregated usage patterns, understand which game categories and features are most popular among Indonesian players, and inform ongoing improvements to the Platform's design, performance, and content offering.
To send you information about promotions, bonuses, new game releases, and seasonal offers relevant to the Indonesian market — but only where you have consented to receive such communications. We do not share your data with third-party marketers.
You can update your marketing communication preferences at any time from within your neo38 account settings. Opting out of marketing will not affect your ability to receive essential transactional and security notifications.
neo38 does not sell, rent, or trade your personal data. We share personal data with third parties only in the following limited circumstances:
We share the minimum necessary transaction details with Indonesian bank and e-wallet partners (BCA, BRI, BNI, Mandiri, CIMB Niaga, OCBC NISP, BSI, Bank Permata, OVO, DANA, GoPay, ShopeePay, LinkAja) to process your deposits and withdrawals. These processors are contractually bound to use your data solely for payment processing purposes.
Where we engage a third-party identity verification service to assist with KYC document authentication, we share the relevant documents and associated personal data under a strict data processing agreement that prohibits secondary use.
When you launch a game from a third-party provider such as Pragmatic Play, Evolution Gaming, NetEnt, Microgaming, Spribe, or Pocket Games Soft, a session token and anonymised player identifier are passed to that provider's infrastructure to facilitate gameplay. Your full name, contact details, and financial data are not shared with game providers.
We may disclose personal data to competent regulatory bodies, law enforcement agencies, or courts where we are legally obligated to do so, or where disclosure is necessary to protect the rights, property, or safety of neo38, its players, or the public.
In the event of a merger, acquisition, restructuring, or sale of assets involving neo38, personal data held by the Platform may be transferred to the acquiring entity, subject to the same privacy protections described in this policy. Affected players will be notified in advance of any such transfer where required by applicable law.
neo38 uses cookies and similar tracking technologies to operate and improve the Platform. The categories of cookies we use are as follows:
| Cookie Type | Purpose | Duration |
|---|---|---|
| Essential | Maintain your login session, remember your account preferences, and enable core Platform functionality. Cannot be disabled without impairing service. | Session / 30 days |
| Analytics | Aggregate data on page visits, session duration, and feature usage to help us understand how players interact with the Platform. Data is anonymised before analysis. | 13 months |
| Fraud Prevention | Fingerprint device characteristics to identify suspicious login patterns, multi-accounting attempts, and automated bot activity. | Up to 12 months |
| Preference | Store your language preference, display settings, and notification opt-in status so you do not need to re-enter these on each visit. | 12 months |
You may manage or disable non-essential cookies through your browser settings. Note that disabling essential cookies will affect your ability to log in and use the Platform. neo38 does not use third-party advertising or retargeting cookies.
neo38 retains personal data only for as long as necessary to fulfil the purposes for which it was collected, or as required by applicable law. In practice, this means:
When personal data is no longer required, it is securely deleted or anonymised so that it can no longer be associated with you as an individual.
neo38 implements a range of technical and organisational security measures to protect personal data against unauthorised access, disclosure, alteration, and destruction. These measures include:
While neo38 takes all reasonable precautions to protect your data, no internet transmission is completely secure. You are responsible for keeping your account password confidential and for enabling two-factor authentication to further secure your account.
Subject to applicable law, you have the following rights in relation to the personal data neo38 holds about you:
To exercise any of these rights, please contact our support team via live chat or at [email protected]. We will acknowledge your request within two business days and aim to provide a substantive response within 30 calendar days. Where requests are complex or numerous, we may extend this period by a further 30 days, in which case we will notify you of the extension.
The neo38 Platform is strictly intended for adults aged 21 and over. We do not knowingly collect personal data from individuals under the age of 21. If we become aware that personal data has been submitted by or on behalf of a person under 21, we will immediately close the associated account, delete the data, and — where applicable — report the matter to relevant safeguarding authorities.
If you are a parent or guardian and believe that your child has registered an account on neo38, please contact our support team immediately at [email protected] so that we can take prompt action.
neo38 reserves the right to update this Privacy Policy at any time to reflect changes in our data practices, regulatory requirements, or Platform features. When we make material changes, we will notify registered players via email to their registered address and by displaying a prominent notice on the Platform for a minimum of 14 days before the updated policy takes effect.
The "Last updated" date at the top of this page indicates when the most recent revision was made. Your continued use of the Platform after the effective date of a revised policy constitutes your acceptance of the changes. If you do not agree with the revised policy, you should cease using the Platform and request account closure.
If you have any questions, concerns, or requests relating to this Privacy Policy or to neo38's data processing practices, please contact our support team. Our team includes Indonesian-speaking agents available around the clock who can assist you in your preferred language.
Written enquiries may be directed to: [email protected] (plain text — not a clickable link). We aim to acknowledge all privacy-related enquiries within two business days and to provide a full response within 30 calendar days.
For the fastest response to privacy-related queries — including data access requests, rectification requests, or marketing opt-out assistance — please use the live chat feature available on the Platform 24 hours a day, 7 days a week.
Six core principles that guide how we handle your personal data every day.
All data transmitted between your device and the neo38 Platform is protected by 256-bit SSL/TLS encryption. Sensitive data stored on our servers — including KYC documents and financial records — is encrypted at rest.
neo38 does not sell, rent, or trade your personal data to third-party marketers, data brokers, or advertising networks — under any circumstances. Your information is used solely to operate and improve the Platform.
Identity verification documents you submit are stored securely, accessible only to authorised compliance staff, and retained strictly in accordance with international anti-money laundering record-keeping requirements.
Marketing consent can be withdrawn at any time from your account settings. Responsible gaming limits, self-exclusion, and notification preferences are all player-controlled and take effect immediately once set.
neo38 retains personal data only for as long as legally required or operationally necessary. When data is no longer needed, it is securely deleted or anonymised — never retained indefinitely without justification.
Whenever this Privacy Policy changes in a material way, we notify all registered players by email at least 14 days before the revised policy takes effect, giving you time to review the changes before they apply to your account.
Our 24/7 support team — including Indonesian-speaking agents — is here to help with data access requests, marketing opt-outs, and any other privacy query. You can also explore our FAQ for quick answers to common questions.