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Our Terms & Conditions Shape Your Play

When you open an account with evo hoki, these terms set out the agreement between us and you.

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evo hoki Our Terms & Conditions Shape Your Play
HELP WITH TERMS

Questions About Your Account Agreement

If you need to understand a specific part of our Terms & Conditions or how they apply to your account, our support team is here to explain. Reach out through any of the channels below — we respond in English during your local hours and keep your inquiry private.

Team online

Live chat support

Open a chat window in your account lobby. Our team answers questions about account rules, payment terms and dispute steps within minutes during operating hours.

Email support

Send a detailed question to our support email. We read and reply to every message about account terms, eligibility and your rights within 24 hours.

Account settings

Visit the Help section inside your account to review key term summaries, payment limits, withdrawal verification steps and how to request account changes.

SECURITY & DATA

How We Handle Your Account Information

When you create an account, you give us your name, address, phone number and payment details.

Data encryption

Your account login, payment details and withdrawal history are encrypted with industry-standard protocols. We keep this encryption active 24/7 so your information stays protected.

Verification hold

We hold your verification documents (ID photo, proof of address) to comply with anti-money laundering rules. These are kept separate from your gaming history and are deleted after regulatory retention periods expire.

Cookie policy

We use cookies to keep you logged in, remember your settings and prevent fraud. You can clear cookies anytime in your browser settings without losing your account access.

Third-party access

Payment processors (DANA, OVO, GoPay, QRIS) see only your transaction amount, date and confirmation number. They cannot see your gaming history or your balance.

Account closure request

You can request permanent account closure anytime via support email. We'll confirm closure within 48 hours and delete game history after the standard 12-month retention window closes.

Dispute & appeal

If you believe our Terms & Conditions are being applied unfairly, contact support with your account ID and a clear explanation. We review appeals within 7 business days.

Frequently Asked Questions About Our Terms

If you share your account login, attempt fraud, or use multiple accounts from the same household, we may suspend your account immediately. For serious breaches, your account closes and funds are held pending investigation. We'll notify you via email of the reason and give you 14 days to respond before final action.

You can update your phone number, email and password anytime from your account settings. Your name and date of birth cannot be changed after sign-up — these are locked for security. To correct them, contact support with proof of identity and we'll escalate to our verification team.

Yes, our Terms & Conditions apply uniformly across Indonesia where local law permits. Your account access, payment processing through DANA, OVO, GoPay and QRIS, and dispute handling follow the same rules regardless of your location. Game eligibility depends on local law.

After you request account closure, we keep your verification documents for 12 months to comply with anti-money laundering rules. Your game history and transaction records are retained for 7 years for tax and regulatory purposes. Personal contact details are deleted within 30 days of closure.

If your withdrawal is rejected or a deposit doesn't arrive, email support with your transaction ID and the payment method used (DANA, OVO, GoPay or QRIS). We investigate within 3 business days and work with the payment processor to resolve it. Refunds are processed back to the original method.

Yes, we may update these terms to reflect changes in law, payment processing or security. We'll announce major changes 14 days before they take effect via email and in-account notification. Continuing to play after the deadline means you accept the new terms.

Deposits are non-refundable once your account receives the funds. However, if a deposit is processed in error (duplicate charge, wrong amount), contact support immediately with proof and we'll raise a chargeback claim with DANA, OVO, GoPay or QRIS within 5 business days.

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