Reference

How we handle your legal rights and data

Our account structure, payment processing and data handling follow Indonesian regulations and international best practices.

Data encryption on fileDANA, OVO, GoPay, QRIS compliant24/7 support for legal queries
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hero138 login How we handle your legal rights and data
REACH OUR LEGAL TEAM

How to contact us about legal matters

Team online

Live Chat Support

Open your account and navigate to the chat icon in the lobby footer. Our support team responds to legal inquiries and account-access questions within two hours during business hours, seven days a week.

Email Inquiry

Send detailed questions about data access, account closure or policy changes to our compliance mailbox. Expect acknowledgement within 24 hours and a full response within five business days.

Account Security Center

Log into your account and visit Settings > Legal & Privacy to download your data report, request account history, or file an access request. The system processes these within three business days.

DATA AND SECURITY CHECKPOINTS

What we do to safeguard your rights

Data Encryption in Transit & at Rest

Every deposit, withdrawal and account credential travels through 256-bit SSL encryption. Your stored account data, including payment history and identity documents, is encrypted at rest on our servers and accessible only to authorised staff.

Cookie and Tracking Transparency

We use session cookies to keep you logged in and analytics cookies to understand how you use the lobby — not to track you off-site. You can disable non-essential cookies in your account Settings at any time; session cookies cannot be disabled without logging out.

Account Access and Download

You can download a complete copy of your personal data, transaction history and correspondence at any time via the Legal & Privacy section of your account. The export includes deposits, withdrawals and all game history tied to your profile.

Retention and Deletion

We retain your account data for as long as your account is active. After you request closure, we keep records for twelve months to comply with payment-provider audit rules, then delete all personal identifiers within 30 days of that period.

Amendment and Correction

If your name, address or payment details are incorrect in your account, contact Support > Legal & Privacy to request an update. We verify your identity through your registered payment method and process corrections within two business days.

Rights Inquiry and Escalation

If you believe your rights have been violated, open a ticket through your account's Legal Center with full details. Escalated matters are reviewed by our Compliance team and you receive a formal response within ten business days.

Common questions about privacy, data and access

When you request account closure, your profile is marked inactive immediately. We retain encrypted backups of your transaction history, identity documents and payment records for twelve months to meet payment-provider compliance rules. Personal identifiers — name, address, phone — are anonymized and deleted 30 days after that retention period ends.

Yes. Log in to hero138 login, go to Settings > Legal & Privacy, and select 'Download My Data'. The system generates a complete export of your profile, transaction history, deposits via DANA, OVO, GoPay, QRIS or bank transfer, withdrawals, game activity and any support tickets. Download is ready within one hour.

Only you and our authorised payment-processing staff can see your transaction records. Support agents can view transaction IDs and timestamps when resolving disputes, but cannot see your full payment details. All access is logged and audited monthly by our Compliance team.

We do not sell your data. Payment processors such as DANA, OVO, GoPay and QRIS receive only the minimum information needed to complete your transfer. Anti-fraud vendors and our payment partner networks receive anonymised transaction summaries — never your name or contact details — to detect suspicious activity.

Access, eligibility and rights protection depend on local law where you are located. Our operations and data-handling practices comply with Indonesian regulations as they apply to your region. If you have a specific legal concern, our Compliance team can explain your rights under applicable law within three business days.

Changes to your phone number, email or address are processed within two hours during business hours. Changes to payment methods or linked bank accounts require identity verification through your registered DANA, OVO, GoPay or QRIS account, and complete within one business day after verification.

Navigate to Settings > Legal & Privacy and select 'Privacy Request'. Choose the type — access, correction, deletion or portability — and provide a reason. We send you a formal confirmation and process your request within the timeframe set by local law, typically between three and ten business days.

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