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Syarat dan Ketentuan Akun pohonemas

Before you open an account and start exploring the lobby, these Terms and Conditions set out what we expect from you and what you can expect from us.

Account holder rulesDANA, OVO, GoPay deposit termsAccess subject to local lawPolicy updates via account noticeIndonesia-region scope
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pohonemas Syarat dan Ketentuan Akun pohonemas
POLICY CONTACT

Reach Us About Your Terms Query

If any clause in these Terms and Conditions raises a question — whether that is about how your DANA or GoPay deposit is classified, what happens to your account balance during a dispute, or how to request a copy of your data — our support team handles policy questions directly. Reach us through the channels below; we aim to respond to written queries within one business day.

Live Chat Open the chat widget inside your account dashboard. Our Indonesia-facing team handles terms questions, account access issues, and wallet dispute queries in real time during active support hours.
Email Support Send a detailed query to our support address listed in your account settings. Include your registered account ID and the specific clause or transaction reference so we can respond with the right detail fast.
Account Help Centre The Help Centre inside your account covers common terms questions — deposit classification under DANA and OVO, account suspension procedure, and how to request a formal policy review. Available around the clock.
ACCOUNT SECURITY

How We Protect Your Account and Data

Your account on pohonemas is yours alone. We apply account-level security measures — including OTP verification on login and withdrawal requests — to keep your balance and personal data separated from unauthorised access. Here is how we handle the key areas that matter most when you are trusting us with your wallet and your account details.

Data Handling

We collect only the account data needed to operate your profile: registered name, contact details, and e-wallet identifiers for DANA, OVO, or GoPay. We do not sell or pass this data to third-party marketers. It is used solely for account operation, payment processing, and fraud prevention.

Cookie Policy

We use session cookies to keep you logged in across pages and analytics cookies to understand which lobby sections get the most use. You can adjust cookie preferences in your browser settings at any time, though disabling session cookies will affect how your account loads.

Account Security

Every login and withdrawal triggers an OTP sent to your registered mobile number. If you receive an OTP you did not request, contact live chat immediately. We never ask for your full PIN or wallet password through any support channel.

Data Retention

Account and transaction records are retained for as long as your account remains active and for a defined period after closure, in line with standard platform compliance practice. You may request a summary of your stored data by contacting support with your account ID.

Policy Change Notice

When these Terms and Conditions are updated, a notice appears inside your account on next login. We do not make silent changes. The update date is always shown at the top of the terms page so you can see exactly when the current version took effect.

Requesting Changes

If you believe a record on your account is incorrect — a mismatched wallet ID, a wrong registered name, or an outdated contact number — submit a correction request through email support with supporting documents. We process verified correction requests within the timeframe stated in our account policy.

Common Questions About These Terms

The clauses in a Terms and Conditions document can raise practical questions. Below we have answered the ones that come up most often from account holders — covering wallet rules, access conditions, data rights, and what happens when things do not go as expected.

Yes. Every deposit method available on your account — DANA, OVO, and GoPay — is covered by these terms. The specific deposit flow for each wallet is described in the payment section of your account dashboard, but the overarching rules about transaction classification, minimum amounts, and dispute handling all fall under these Terms and Conditions.

No. We notify you of any material change by displaying a notice inside your account the next time you log in. The revised terms show the date they take effect. Using your account after that date means you have accepted the update. If you disagree, you should contact support before the effective date to discuss your options.

If your account is suspended for a terms breach, the balance review process is outlined in the account suspension clause. Verified balances from legitimate transactions are assessed separately from any disputed or flagged activity. Contact support with your account ID to understand the specific status of your wallet balance during a suspension review.

Access to pohonemas and the rights described in these terms depend on local law and are available only where eligible regions permit. If you attempt to access the lobby from a region where local law does not allow it, we cannot honour account activity that takes place during that session. Your home account region remains Indonesia.

No. These terms permit one account per person. Duplicate accounts — whether registered under the same name, the same e-wallet ID (DANA, OVO, or GoPay), or the same device — are a breach of these terms and may result in all associated accounts being suspended. If you have lost access to your existing account, use the account recovery flow rather than creating a new one.

Send a data request to our email support address with your account ID and registered contact details. We will identify the data held against your profile — including your wallet identifiers and transaction history — and provide a summary within the timeframe stated in our data handling policy. We do not charge for standard data requests.

You can raise a formal dispute through live chat or email support. Include your account ID, the transaction reference, and the specific clause you believe has been applied incorrectly. Our team reviews each dispute case and responds with a detailed explanation. We aim to resolve written disputes within one business day of receiving all required details.

Yes. Wager settlement — including how results are recorded for slots like Fishing War Arcade and live tables like Live Roulette Wheel — follows the game-round rules set by the provider (for example, Pragmatic Play or Evolution) and the general settlement clause in these terms. In the event of a technical fault during a round, the fault-handling clause in the terms determines the outcome.

These terms specify that account holders must meet the minimum eligibility age required by the laws of their jurisdiction. Access to pohonemas is available only where local law and eligible regions permit, and eligibility is confirmed during the account verification process. We do not discuss specific age thresholds beyond what local law requires.

Account verification is the process of confirming that the details you registered match a real, eligible person in a permitted region. It typically involves confirming your registered mobile number via OTP and, for withdrawal requests above a threshold set in the payment policy, matching your registered name to the e-wallet — DANA, OVO, or GoPay — you are withdrawing to. Unverified accounts may have withdrawal access restricted until verification is complete.

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