These Terms & Conditions govern your access to and use of the neo38 platform, including all games, betting markets, payment services, and promotional offers. Please read them carefully before registering an account.
By creating an account, making a deposit, or accessing any game or betting market on neo38, you confirm that you have read, understood, and agreed to these Terms & Conditions in their entirety. If you do not agree, you must not use the platform.
For the purposes of these Terms & Conditions, the following definitions apply:
You must be at least 21 years of age to register an account on neo38 and to place any wager on the Platform. This requirement is strictly enforced through KYC verification. Players who are found to be under the age of 21 will have their accounts immediately suspended, all balances frozen, and any winnings generated during the period of underage use forfeited.
21+ Only: neo38 operates a strict age verification policy. If you are under 21 years of age, you are not permitted to use this platform under any circumstances. It is a criminal offence in many jurisdictions for underage individuals to gamble.
The Platform is intended for use by individuals who access it from jurisdictions where online gambling is not explicitly prohibited by local law. By registering, you represent and warrant that you have independently verified that your use of neo38 is lawful in your jurisdiction and that you accept sole responsibility for ensuring ongoing compliance with applicable local laws.
Each individual may hold only one registered account on neo38. Duplicate accounts — whether created under the same identity, the same device, the same IP address, or the same payment method — are prohibited. neo38 reserves the right to close duplicate accounts, confiscate any associated balances, and permanently ban the player from the Platform.
The following persons are not eligible to register or maintain an account on neo38:
To register an account on neo38, you must provide accurate, complete, and current information including your full legal name, date of birth, valid email address, Indonesian mobile number, and preferred payment method details. neo38 reserves the right to request supporting documentation to verify any information provided at registration or at any subsequent time.
You are solely responsible for maintaining the confidentiality of your username and password. neo38 strongly recommends enabling two-factor authentication (2FA) on your account. Any action taken using your login credentials is deemed to have been authorised by you. If you suspect unauthorised access to your account, you must contact neo38 support immediately via live chat.
neo38 operates a full Know Your Customer (KYC) verification process. Prior to processing any withdrawal request, and at any point during a risk review, players may be required to submit:
Failure to complete KYC within the timeframe specified in our request will result in the temporary suspension of withdrawal privileges. neo38 may extend this to a full account suspension where KYC is not completed within 30 days of the initial request.
Players must keep their account information up to date at all times. Providing false, misleading, or outdated information — including a date of birth that does not match official identity documents — is grounds for immediate account termination and forfeiture of balances.
neo38 accepts deposits and processes withdrawals exclusively in Indonesian Rupiah (IDR) via the following payment methods: bank transfers to and from BCA, BRI, BNI, Mandiri, CIMB Niaga, OCBC NISP, BSI, and Bank Permata; and e-wallet transfers via OVO, DANA, GoPay, ShopeePay, and LinkAja. neo38 does not accept cryptocurrency, credit card payments, or international wire transfers at this time.
Minimum deposit amounts and maximum withdrawal limits vary by payment method and player tier. As a general guide:
Deposits are credited to your Real Money Balance upon confirmed receipt by neo38's payment processor. E-wallet deposits are typically credited within minutes. Bank transfer deposits may take up to 30 minutes during peak hours. neo38 is not responsible for delays caused by third-party banking or e-wallet infrastructure.
Withdrawal requests submitted before 21:00 WIB (Western Indonesia Time, UTC+7) on a business day are typically processed within 2–4 hours. Requests submitted after 21:00 WIB or on Indonesian public holidays will be processed on the next available business day. All withdrawals are subject to a completed KYC check. neo38 reserves the right to conduct additional verification checks on withdrawal requests above certain thresholds.
Withdrawals must be made to the same payment method used for deposits wherever technically possible. neo38 does not process withdrawals to third-party accounts, accounts in a name other than the registered player's name, or payment methods not previously used for a deposit on the same account.
neo38 does not charge deposit or withdrawal processing fees. However, your bank or e-wallet provider may apply their own transaction fees. neo38 is not responsible for any charges levied by third-party payment providers.
All bonuses, free spins, cashback offers, reload bonuses, and other promotional credits offered by neo38 are subject to specific terms published alongside each promotion. In the event of any conflict between a specific promotion's terms and these general Terms & Conditions, the specific promotion's terms prevail.
Unless otherwise stated in a specific promotion, bonus credits are subject to a wagering requirement before they may be converted to withdrawable Real Money Balance. The applicable wagering multiplier and eligible game contribution rates are specified in each promotion's individual terms. Wagering requirements must be met within the validity period stated for each bonus.
neo38 operates a zero-tolerance policy toward bonus abuse. This includes, but is not limited to: placing low-risk or mathematically advantaged bets solely to satisfy wagering requirements; registering multiple accounts to claim welcome bonuses more than once; using arbitrage betting strategies with bonus funds; or coordinating with other players to exploit promotional offers. neo38 reserves the right to void bonuses, confiscate associated winnings, and suspend accounts where bonus abuse is detected.
Bonus credits and associated free spins that are not used within their stated validity period will be automatically removed from your account without notice. Expired bonus balances cannot be reinstated.
neo38 reserves the right to withdraw, modify, or cancel any promotional offer at any time. Where a promotion is withdrawn after a player has already opted in and satisfied the applicable deposit requirement, neo38 will honour the bonus for that player under the terms in effect at the time of opt-in.
Each game available on the neo38 Platform is governed by its own rules as published within the game interface or by the relevant game provider. Players are responsible for familiarising themselves with the rules of any game before placing a wager. neo38 accepts no liability for losses resulting from a player's misunderstanding of game rules.
All sports bets placed on the neo38 sportsbook are subject to the prevailing sportsbook rules, which address matters including void bets, abandoned events, settlement procedures, maximum payout limits, and the handling of mix parlay (multi-leg accumulator) bets. These rules are published in the sportsbook section of the Platform and form part of these Terms & Conditions by reference.
In the event of a technical malfunction, connectivity failure, or software error during a game round or bet settlement, neo38 reserves the right to void the affected round or bet and return the wagered stake to the player's Real Money Balance. neo38's decision in such matters is final. No compensation beyond the return of the original stake will be provided.
Any form of cheating, collusion, use of automated betting software (bots), exploiting software vulnerabilities, or other dishonest conduct is strictly prohibited and will result in immediate account termination and forfeiture of all balances.
neo38 is committed to promoting responsible gambling. The Platform provides a suite of self-management tools accessible directly from your account settings, including deposit limits (daily, weekly, monthly), session time reminders, cooling-off periods, and permanent self-exclusion. Players who believe their gambling may be causing harm are strongly encouraged to use these tools and to seek independent support. Full details are available on our Responsible Gaming page.
If you or someone you know is experiencing gambling-related harm, confidential help is available through international support organisations. You can also contact our support team at any time to activate a self-exclusion — no questions asked.
All content on the neo38 Platform — including but not limited to the neo38 brand name and logo, website design, graphics, text, software, game interfaces, and promotional materials — is the intellectual property of neo38 or its licensors and is protected by applicable international copyright, trademark, and other intellectual property laws.
You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for personal, non-commercial entertainment purposes. You may not copy, reproduce, distribute, modify, publicly display, reverse-engineer, or create derivative works from any content on the Platform without express prior written consent from neo38.
neo38 makes no warranty that the Platform will be available without interruption, error-free, or free from viruses or other harmful components. Planned maintenance windows and unplanned outages may occur. neo38 will endeavour to minimise disruption but accepts no liability for losses — financial or otherwise — arising from Platform unavailability.
To the maximum extent permitted by applicable law, neo38's total aggregate liability to any player for any claim arising out of or in connection with the Platform — whether in contract, tort, or otherwise — shall not exceed the total amount deposited by that player in the 30 days immediately preceding the event giving rise to the claim.
neo38 shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, loss of data, loss of goodwill, or interruption of business, even if neo38 has been advised of the possibility of such damages. Nothing in these Terms & Conditions excludes liability that cannot be lawfully excluded.
neo38 shall not be held liable for any failure or delay in performance of its obligations under these Terms & Conditions that results from a Force Majeure event. neo38 will notify affected players as soon as reasonably practicable and will endeavour to resume normal operations promptly.
neo38 reserves the right to suspend or permanently close any player account, with or without prior notice, in the following circumstances:
You may close your neo38 account at any time by contacting support via live chat. Prior to closure, any pending withdrawal requests will be processed in accordance with standard procedures. Accounts with an active bonus balance at the time of closure will have the bonus balance removed; only the Real Money Balance will be returned, subject to standard KYC checks.
Upon termination of your account for any reason, your licence to use the Platform ceases immediately. Provisions of these Terms & Conditions that by their nature should survive termination — including intellectual property, limitation of liability, and governing law — shall continue to apply.
These Terms & Conditions and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of the jurisdiction in which neo38 holds its gaming licence. By accepting these Terms & Conditions, you agree to submit to the exclusive jurisdiction of the competent courts of that jurisdiction for the resolution of any dispute.
Where local mandatory consumer protection laws in Indonesia provide rights that cannot be excluded or limited by contract, nothing in these Terms & Conditions operates to limit those rights.
If you have any questions regarding these Terms & Conditions, or if you need to raise a dispute or complaint, please contact the neo38 support team via live chat, available 24 hours a day, 7 days a week. Our support team includes Indonesian-speaking agents who can assist you in your preferred language.
Written correspondence may be directed to our support email address: [email protected] (plain text — not a clickable link). We aim to acknowledge all written enquiries within one business day and to provide a substantive response within five business days.
For the fastest response, use the live chat feature on the Platform. Our agents are available around the clock and can assist with account queries, payment issues, and responsible gaming requests in both English and Indonesian.
A quick-reference summary of the most important rules governing your neo38 account and gameplay.
All players must be at least 21 years of age. Age is verified through KYC documentation (Indonesian KTP, passport, or driver's licence) before any withdrawal is processed. Underage accounts are closed and all balances forfeited.
Each individual may hold exactly one account on neo38. Duplicate accounts — regardless of the email address or payment method used — are prohibited and will be closed, with balances forfeited and the player permanently banned.
All deposits and withdrawals are processed exclusively in Indonesian Rupiah via local bank transfer (BCA, BRI, BNI, Mandiri, and others) and e-wallet (OVO, DANA, GoPay, ShopeePay, LinkAja). No conversion fees are charged by neo38.
Every neo38 bonus carries clearly published wagering requirements, eligible games, and an expiry date. Bonus abuse — including multi-accounting to claim welcome offers — results in immediate account closure and forfeiture of winnings.
neo38 is internationally licensed, operates with 256-bit SSL encryption, and requires full KYC before withdrawals. Your funds are held in segregated accounts and your personal data is never sold to third parties.
Deposit limits, session time alerts, cooling-off periods, and permanent self-exclusion are all accessible directly from your account settings — no support contact required. neo38 takes player welfare seriously at every level of the platform.
Our 24/7 support team — including Indonesian-speaking agents — is ready to help. You can also explore the Platform's full game library and sportsbook once you're comfortable with the rules.