Reference

Your Rights and Our Legal Commitments

koi cuan operates under a clear legal framework designed to protect your account data, define your rights as a user, and outline our obligations — all in line…

User Rights CharterData Retention PolicyDANA, OVO, GoPay, QRIS CoveredAccount Security ClauseJurisdiction-Based Access
koi cuan Your Rights and Our Legal Commitments
LEGAL CONTACT PATHS

Reach Us on Legal or Policy Matters

If you have a question about a specific clause, need to exercise a data right, or want to flag a compliance concern, our dedicated legal support team is available seven days a week. You can reach us through live chat, email, or our WhatsApp line — response times for legal inquiries are within 24 hours on business days. Players in Jakarta and Yogyakarta have used all three channels successfully to resolve account-access and data-request cases.

Team online

Live Chat

Our live chat is open daily from 08:00 to 23:00 WIB. Use it to ask about specific policy clauses, request data corrections, or escalate an account-access dispute in real time.

Email Support

Send detailed legal or privacy requests to our dedicated legal inbox. We aim to respond within 24 hours on business days, with full written records kept for your reference and ours.

WhatsApp Line

For urgent policy queries, our WhatsApp support line connects you to a trained agent without navigating menus. Confirm your registered account email to authenticate before sensitive data is discussed.

POLICY HANDLING DETAIL

Inside koi cuan Data and Account Security

We built our data handling procedures around one principle: your information belongs to you, and we access it only when your account activity requires it.

Data Collection Scope

We collect only what is necessary: your name, registered email, phone number, and payment method identifiers for DANA, OVO, GoPay or QRIS. No card numbers are stored on our servers at any point.

Cookie Policy

We use session cookies for login continuity and analytics cookies to understand page performance. You can adjust cookie preferences in your browser at any time; functional cookies cannot be disabled without affecting account login.

Account Security Measures

Every account is protected by two-factor authentication via SMS or email OTP. Login attempts from unrecognised devices trigger an automatic verification step before your session is granted, keeping your wallet activity safe.

Data Retention Period

Transaction and account records are retained for five years to comply with Indonesian financial regulations. After your account is closed, anonymised analytics data may be kept for up to two additional years.

Who to Contact for Data Requests

To request a copy of your data, correct inaccuracies, or ask for deletion where applicable under local law, email our legal inbox with your account ID. We process verified requests within ten working days.

Requesting Account Changes

Name corrections, email updates and account-closure requests must be submitted through live chat or email with a valid government-issued ID attached. We complete verified changes within three business days.

Frequently Asked Legal Questions

Below are the questions we receive most often about our legal terms, data rights and account policies. Each answer reflects our current documented practice — if your situation is not covered here, contact us directly through live chat or email for a written response.

Yes — access to all services on koi cuan depends on local law in your specific region. We recommend you verify your local regulations before opening an account or conducting any transaction through DANA, OVO, GoPay or QRIS.

We collect your name, registered email, phone number and the identifiers associated with your chosen payment method such as DANA or OVO. We do not store card numbers or full bank account details on our own servers.

Transaction records and account information are retained for five years following your last activity, in line with Indonesian financial compliance requirements. After account closure, only anonymised aggregated data may remain for up to two years.

Yes. Send a request to our legal inbox with your account ID and a brief description of what you need. We process verified data-access or deletion requests within ten working days, subject to retention obligations under applicable law.

Start by contacting us via live chat (08:00–23:00 WIB) with your transaction reference. If the issue is unresolved, escalate by email so we can open a formal case and provide you with a written resolution within five business days.

When your account is closed, we remove identifying details from active systems within 30 days. Anonymised transaction records are retained for the legally required retention period and are not linked back to your name or contact details.

We send a notification to your registered email at least seven days before any substantive term change takes effect. The updated terms are also posted on this page with a revision date so you can compare what changed before the deadline.