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Our Terms & Conditions shape how your account works

When you open an account at hero138 login, these terms define what you can do in the lobby, how your deposits and withdrawals move through DANA, OVO, GoPay…

Account security & verificationDeposit and withdrawal rulesGame access and restrictions
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hero138 login Our Terms & Conditions shape how your account works
TERMS SUPPORT CHANNELS

How to reach us about these rules

If you have questions about our Terms & Conditions or believe a rule has been applied incorrectly to your account, our support team is ready to help. We offer multiple channels so you can get clarification quickly. Players in Surabaya and across Indonesia use the same support paths; response times are the same whether you contact us via chat, email or through your account settings.

Team online

Live chat support

Open the chat widget in your lobby during active hours and ask about any term, policy or account rule. Our team answers questions about payment holds, withdrawal verification and account restrictions.

Email support

Send detailed questions about Terms & Conditions to our support address. Include your account details and the specific rule or section you need clarification on; we reply within one business day.

Account help centre

Navigate to Settings > Help & Policies inside your account to browse our full Terms & Conditions and find answers to common questions about withdrawals, bonuses and account closure.

SECURITY & COMPLIANCE

How we protect your account under these terms

Your account security and data privacy are built into our Terms & Conditions. We use encryption to protect your login details and payment information when you deposit via DANA, OVO, GoPay or…

Data encryption

All communication between your device and our servers is encrypted. Personal information and payment details are stored securely and never shared with third parties outside our payment processors.

Withdrawal verification

Before any payout clears to your DANA, OVO, GoPay or QRIS wallet, we verify the withdrawal request matches your registered account and payment method. This step protects both your account and our integrity.

Account closure requests

You can close your account anytime by submitting a request through Settings. We'll process the closure within three business days and release any remaining balance to your registered payment method.

Transaction history

Every deposit, withdrawal and game round is logged in your account. You can download your full transaction history from the Statements section to track all activity and resolve any discrepancies.

Dispute resolution process

If you believe a transaction was processed incorrectly or a game outcome was wrong, open a dispute through your account Settings. We investigate and respond within five business days with our findings.

Data retention

We retain your account data and transaction records for the duration of your membership and for three years after closure, where local law permits, to support dispute resolution and regulatory compliance.

Frequently asked questions about our Terms & Conditions

Players often ask about specific rules, payment policies and account restrictions. Here are the questions we hear most and the answers that clarify how our Terms & Conditions affect your daily play.

If a bonus condition in our terms requires you to play through a certain amount before withdrawal, funds tied to that bonus remain locked until the playthrough is complete. You can continue playing toward the requirement, or contact support to forfeit the bonus and unlock the original deposit balance.

Our Terms & Conditions require that all game outcomes are final once the round closes. However, if you believe a technical error occurred — such as a double charge or a result that didn't display correctly — you can open a dispute through your account. We review the game logs and respond within five business days.

Our terms specify that withdrawals are verified within 24 hours of your request. Once verified, funds move to your wallet instantly via DANA, OVO, GoPay or QRIS. If your bank or e-wallet adds extra processing time, the delay is outside our control but usually resolves within one hour.

Once you submit a closure request, you cannot log in or place new bets. Your account enters a closure window of three business days during which we settle any outstanding balances and process your final withdrawal. After three days, the account is permanently closed and cannot be reopened.

Access to live casino tables, slots, sportsbook and crash games depends on your account status and local law. Some game types may not be available in all regions. If you see restricted games in your lobby, check your account region settings or contact support to confirm which titles you can play.

Yes, our terms permit you to register multiple payment methods — DANA, OVO, GoPay and QRIS wallets, or bank transfers — in your account. However, each withdrawal must go back to the same method you used for the matching deposit. This rule protects both your security and prevents money laundering.

Our terms state that accounts inactive for 12 months may be flagged for review. We may contact you to confirm the account is still in use. Dormant accounts do not lose funds, but inactivity for 24 months may trigger account suspension until you verify your identity. Any funds remain yours and can be withdrawn.

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