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Our Terms & Conditions Shape Your Account

When you open an account with us, you're entering into a straightforward agreement that protects both you and citybet.

Account creation & verification stepsPayment method eligibility & timingWithdrawal requests & verificationDispute resolution & contact paths
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citybet Our Terms & Conditions Shape Your Account
HELP WHEN YOU NEED IT

Reach Our Team About Your Terms Questions

We staff support channels throughout the day so you can clarify how these terms apply to your account, dispute a charge, or ask about your account status. Multiple contact paths mean you can reach us on the method that works for you, whether you're at home in Bandung or checking your account on the train.

Team online

Live chat support

Open live chat directly from your account dashboard. Operators respond to terms questions, withdrawal holds and account access issues during active hours, typically 08:00–23:00 Indonesia time daily.

Email inquiry

Send term-related questions, appeals or documentation requests to our support inbox. Include your account ID and a clear description of your issue; we aim to reply within 24 hours on business days.

In-app notifications

Check your account inbox for term updates, policy changes and support responses. We notify you of important changes to these terms and give you time to acknowledge them before they take effect.

YOUR DATA & SECURITY

How We Protect Your Account Under These Terms

These terms include clear commitments about how we handle your personal data, payment information and account history.

Data encryption

All account logins, deposit requests and withdrawal transactions use TLS 1.2 encryption. Your payment details are never visible in your transaction history; only the payment method and amount appear in your account ledger.

Account access rules

You control your account login. We require a password plus verification when you first access from a new device. If you lose access, our support team can verify your identity through your registered email and phone before restoring your account.

Data retention policy

We keep your account data for the duration of your membership plus 3 years after closure, unless local law requires a different period. You can request a copy of your personal data or deletion by contacting support in writing with your account ID.

Withdrawal verification

Before we send money back to your DANA, OVO, GoPay or QRIS wallet, we verify that the destination account matches your registration details. This step prevents unauthorised transfers and protects both your funds and our platform.

Dispute investigation

When you report a transaction issue — a missing withdrawal, a charge you don't recognise — we launch a formal investigation. We examine payment logs, account activity and external records, then send you a written decision within 7 business days.

Changes to these terms

If we update our terms, we notify you via email and in-app message at least 14 days before the change takes effect. You can review the updated terms in your account settings and choose to close your account if you don't agree.

Questions About citybet's Account Terms

If we detect a breach — such as sharing your login, using automated software to play, or attempting fraud — we may limit your account access, withhold pending withdrawals pending investigation, or close your account entirely. We'll notify you of the violation and give you a chance to respond in writing before we take final action.

Yes, you can request a withdrawal to your original payment method at any time. We process withdrawals to DANA, OVO, GoPay and QRIS within 1–3 business days after verification. Some withdrawals may be held if we detect unusual activity or need additional identity confirmation; we'll contact you if this happens.

Our terms state that your eligibility to open and maintain an account depends on local law where you're located. If local regulations change or if we determine you fall outside supported regions, we may restrict your account. We'll inform you in writing and provide a reasonable window to withdraw your balance.

We retain your account data — transaction history, login records, account balance statements — for as long as your account is active plus 3 years after closure. After that period, we archive your data offline or delete it unless local law requires longer retention. You can request a data export anytime by contacting support.

Report the issue to support via live chat or email with your transaction ID and a description of what went wrong. We investigate by checking payment logs and confirming whether the withdrawal reached your registered DANA, OVO, GoPay or QRIS wallet. We send you a written finding within 7 business days and, if we find an error, process a correction immediately.

Yes, you can request account closure at any time through support. We'll verify your identity, process any pending transactions, and close your account. Your remaining balance will be returned to your registered payment method. Closed accounts cannot be reopened; you'd need to create a new account following our standard registration steps.

We first try to resolve disputes through direct communication via support. If you're unsatisfied with our response, you can request formal review by our disputes team. We accept written appeals with supporting evidence and respond within 14 days. Where local law permits, disputes may be escalated to external mediation or arbitration.

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