Privacy Policy

Last Updated: January 2026

1. Introduction

This Privacy Policy governs the collection, processing, and use of personal information provided to neo138 by users of our online gaming platform. neo138 operates in accordance with international data protection standards and best practices to ensure your personal data is handled securely and responsibly. This policy applies to all users who access our website, create accounts, or engage with our services in any capacity.

We recognize that privacy is a fundamental right, and we are dedicated to maintaining the confidentiality and security of all personal information entrusted to us. This policy describes what personal data we collect, why we collect it, how we use it, with whom we share it, and the choices you have regarding your information. We encourage you to read this policy carefully and contact us if you have any questions or concerns.

By accessing neo138 services, registering an account, or providing personal information through our platform, you acknowledge that you have read and understood this Privacy Policy and consent to the collection, use, and disclosure of your personal information as described herein. If you do not agree with this policy, you must not use neo138 services.

2. Information We Collect

neo138 collects various types of information to provide, maintain, and improve our services, comply with legal and regulatory requirements, and protect against fraud and abuse. The categories of information we collect include:

2.1 Personal Identification Information

When you register for a neo138 account, we collect personal identification details including your full legal name, date of birth, gender, nationality, residential address, email address, and mobile phone number. This information is necessary to create and maintain your account, verify your identity, comply with Know Your Customer (KYC) and Anti-Money Laundering (AML) regulations, and communicate with you regarding your account and our services.

2.2 Verification Documents

To comply with regulatory requirements and prevent fraud, we require identity verification documents including government-issued identification (Indonesian KTP or passport), proof of address (utility bills, bank statements, or government correspondence), and potentially selfie photographs for facial verification matching. These documents are securely stored and used solely for verification purposes and regulatory compliance.

2.3 Financial Information

We collect financial data related to your account transactions including bank account details (bank name, account number, account holder name), e-wallet information (OVO, DANA, GoPay, ShopeePay account identifiers), deposit and withdrawal transaction history, bet placement and settlement records, and account balance information. This data is essential for processing payments, maintaining accurate financial records, detecting fraudulent activity, and complying with financial regulations.

2.4 Technical and Usage Data

When you access neo138, we automatically collect technical information including your IP address, device type and model, operating system, browser type and version, screen resolution, language preferences, time zone settings, referring and exit pages, pages viewed and time spent on pages, clickstream data, and cookie identifiers. This information helps us understand how users interact with our platform, optimize performance, enhance security, and improve user experience.

2.5 Gaming Activity Data

We record comprehensive data about your gaming activity including games played, bets placed and their outcomes, sports markets selected, live betting activity, bonus usage and wagering progress, game session duration, and behavioral patterns. This data is used to provide personalized gaming experiences, manage bonuses and promotions, identify responsible gaming concerns, detect fraudulent or abusive behavior, and fulfill regulatory reporting obligations.

2.6 Communications

When you contact neo138 customer support or communicate with us through any channel, we collect and store the content of those communications including live chat transcripts, email correspondence, phone call recordings (where legally permitted and with appropriate notice), and any feedback, complaints, or inquiries you submit. We use this information to respond to your requests, improve our services, and maintain records of customer interactions as required by regulation.

3. How We Use Your Information

neo138 uses the personal information we collect for various legitimate business purposes that enable us to provide, maintain, and improve our services while complying with legal obligations. Specific uses include:

3.1 Account Management and Service Provision

We use your personal data to create and maintain your account, authenticate your identity, process deposits and withdrawals, enable you to place bets and play games, maintain transaction records, provide customer support, send account-related notifications, and manage your account settings and preferences. This processing is necessary for the performance of our contract with you as outlined in our Terms & Conditions.

3.2 Legal and Regulatory Compliance

neo138 operates in a highly regulated industry and is required by law to collect, verify, and retain certain personal information. We use your data to verify your identity and age (ensuring all users are 21+), comply with KYC and AML requirements, detect and prevent money laundering and terrorist financing, respond to legal requests and court orders, report suspicious activity to relevant authorities, and maintain records as required by gaming regulations. This processing is necessary for compliance with legal obligations to which neo138 is subject.

3.3 Fraud Prevention and Security

We analyze user data and behavioral patterns to detect and prevent fraudulent activity, identify multiple or duplicate accounts, detect collusion between players, identify use of bots or automated betting systems, protect against account takeover and unauthorized access, monitor for suspicious betting patterns, and investigate complaints and disputes. This processing is necessary for our legitimate interests in maintaining platform integrity and protecting our business and users from fraud and abuse.

3.4 Service Improvement and Personalization

We use aggregated and anonymized data to analyze platform usage patterns, identify technical issues and optimize performance, develop new features and services, understand user preferences and behavior, personalize game recommendations, and improve overall user experience. Where personalization involves processing identifiable data, we rely on your consent or our legitimate interest in improving services, and you can opt out through your account settings.

3.5 Marketing and Promotions

With your consent, we may use your contact information to send promotional emails about bonuses and special offers, notify you of new games or features, provide personalized promotions based on your gaming preferences, and send newsletters with platform updates. You can withdraw consent and unsubscribe from marketing communications at any time through your account settings or by following the unsubscribe link in emails.

3.6 Responsible Gaming

neo138 is committed to promoting responsible gaming practices. We analyze gaming behavior to identify potential signs of problem gambling, implement and enforce deposit limits and self-exclusion requests, provide reality check reminders and session time limits, and contact users showing concerning gambling patterns to offer support resources. This processing is conducted in our legitimate interest of protecting player welfare and complying with responsible gaming obligations.

4. Information Sharing and Disclosure

neo138 does not sell, rent, or trade your personal information to third parties for their marketing purposes. However, we may share your data with specific categories of recipients under limited circumstances:

4.1 Service Providers

We engage trusted third-party service providers to perform functions on our behalf including payment processing services (banks, payment gateways, e-wallet providers), identity verification and KYC service providers, cloud hosting and data storage providers, customer support platform providers, and security and fraud prevention services. These service providers have access to personal information only as necessary to perform their functions and are contractually obligated to maintain confidentiality and security.

4.2 Game Providers

When you play games on neo138, certain information (such as player ID, bet amounts, and game outcomes) is shared with our game studio partners including Evolution Gaming, Pragmatic Play, and other certified providers. This sharing is necessary to enable gameplay and maintain game integrity. Game providers are bound by strict data protection obligations and use information solely for game operation purposes.

4.3 Legal and Regulatory Authorities

We may disclose your personal information to law enforcement agencies, regulatory bodies, government authorities, or courts when required by law, when necessary to respond to legal process (subpoenas, court orders, search warrants), when we believe disclosure is necessary to protect our rights or property, to investigate suspected fraud or violations of our terms, or to comply with regulatory reporting requirements. We will notify you of such disclosures where legally permitted.

4.4 Business Transfers

In the event neo138 is involved in a merger, acquisition, bankruptcy, dissolution, reorganization, or sale of assets, your personal information may be transferred to the acquiring entity or successor. We will provide notice before your personal information becomes subject to a different privacy policy and give you the opportunity to delete your account if you do not consent to the transfer.

5. Data Security Measures

neo138 implements comprehensive technical and organizational security measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. Our security practices include:

5.1 Technical Security

We employ industry-standard security technologies including SSL/TLS encryption for all data transmission between your device and our servers, encrypted storage of sensitive data including passwords (using strong hashing algorithms) and financial information, regular security audits and penetration testing by independent third parties, firewalls and intrusion detection systems to prevent unauthorized access, and secure data centers with physical access controls and 24/7 monitoring.

5.2 Access Controls

Access to personal data within neo138 is restricted on a need-to-know basis. Only authorized employees and contractors who require access to perform their job functions are granted permission. All personnel with data access are bound by confidentiality obligations and receive regular training on data protection principles and security practices. We maintain detailed access logs and regularly review permissions to ensure principle of least privilege.

5.3 Account Security Features

To help protect your account, neo138 provides security features including strong password requirements (minimum length, complexity requirements), login notifications alerting you to account access, session timeout for inactive accounts, and the ability to review recent account activity. You are responsible for maintaining the confidentiality of your login credentials and should immediately notify us of any suspected unauthorized access.

While we implement robust security measures, no method of transmission over the internet or electronic storage is completely secure. We cannot guarantee absolute security, but we continuously work to enhance our security posture and respond promptly to any identified vulnerabilities or security incidents.

6. Cookies and Tracking Technologies

neo138 uses cookies and similar tracking technologies to enhance your browsing experience, analyze platform usage, and support security measures. Understanding how we use these technologies helps you make informed choices about your data.

6.1 What Are Cookies

Cookies are small text files stored on your device when you visit websites. They contain information that can be read by the website on subsequent visits. neo138 uses both session cookies (which expire when you close your browser) and persistent cookies (which remain on your device until they expire or you delete them).

6.2 How We Use Cookies

We use cookies for several purposes: Essential Cookies that are necessary for the platform to function, including authentication, session management, and security features - these cannot be disabled; Functional Cookies that remember your preferences such as language, time zone, and display settings to enhance convenience; Analytics Cookies that help us understand how users interact with neo138, which pages are most visited, and where users encounter issues, allowing us to improve our services; and Performance Cookies that help us monitor platform performance, loading times, and technical errors.

6.3 Managing Cookies

Most web browsers automatically accept cookies, but you can modify your browser settings to decline cookies if you prefer. However, disabling cookies may affect your ability to use certain features of neo138. You can usually find cookie settings in the preferences or options menu of your browser. Specific instructions vary by browser (Chrome, Firefox, Safari, Edge), and you should consult your browser's help documentation for detailed guidance.

7. Your Privacy Rights

As a neo138 user, you have certain rights regarding your personal data. We respect these rights and provide mechanisms for you to exercise them:

7.1 Right to Access

You have the right to request access to the personal information we hold about you. You can view much of your personal data directly through your account dashboard. For additional information or a comprehensive data report, contact our customer support team, and we will respond within thirty (30) days.

7.2 Right to Correction

If you believe any personal information we hold about you is inaccurate, incomplete, or outdated, you have the right to request correction. You can update certain information (email, phone, address) directly through your account settings. For changes to verified information (name, date of birth), contact customer support with supporting documentation.

7.3 Right to Deletion

You have the right to request deletion of your personal data in certain circumstances, such as when the data is no longer necessary for the purposes for which it was collected, when you withdraw consent (where processing was based on consent), or when you object to processing based on legitimate interests. However, we may retain certain information where required by law, for fraud prevention, to resolve disputes, or to enforce our Terms & Conditions. Account closure requests can be submitted through customer support.

7.4 Right to Object and Restrict Processing

You can object to or request restriction of processing of your personal data in specific situations, such as objecting to processing for direct marketing purposes (which we will always honor), or objecting to processing based on legitimate interests where you believe your fundamental rights outweigh our legitimate interests. Contact customer support to exercise these rights.

7.5 Right to Data Portability

Where technically feasible and legally applicable, you have the right to receive your personal data in a structured, commonly used, and machine-readable format and to transmit that data to another service provider. Contact customer support to request data export.

7.6 Right to Withdraw Consent

Where we process your personal data based on your consent (such as for marketing communications or certain analytics), you have the right to withdraw that consent at any time. Withdrawal does not affect the lawfulness of processing based on consent before withdrawal. You can manage consent preferences through your account settings or by contacting customer support.

8. Data Retention

neo138 retains personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy, comply with legal and regulatory obligations, resolve disputes, and enforce our agreements. Specific retention periods vary by data type:

Account Information: We retain your account information for the duration of your active account plus a period after account closure as required by gaming regulations (typically five to seven years) to comply with financial record-keeping requirements, tax obligations, and to prevent fraud.

Transaction Records: Deposit, withdrawal, and betting transaction records are retained for at least seven (7) years following the transaction to comply with financial regulations and AML requirements.

Communications: Customer support communications are typically retained for two (2) to three (3) years to maintain service quality and resolve disputes.

Technical Logs: Server logs and technical data are generally retained for shorter periods (ninety days to one year) unless required for security investigations or legal proceedings.

After the applicable retention period expires, we securely delete or anonymize personal information in accordance with data protection best practices.

9. Children's Privacy

neo138 services are strictly intended for adults aged twenty-one (21) years or older. We do not knowingly collect, use, or solicit personal information from individuals under the age of 21. If we become aware that we have collected personal data from a person under 21 without verification of parental consent, we will immediately delete that information and close the account. If you believe we might have information from or about a person under 21, please contact us immediately at [email protected].

10. International Data Transfers

neo138 operates internationally, and your personal information may be transferred to, stored, and processed in countries outside Indonesia where data protection laws may differ from those in your jurisdiction. When we transfer data internationally, we implement appropriate safeguards including standard contractual clauses, data processing agreements, and security measures to ensure your personal information remains protected in accordance with this Privacy Policy.

11. Changes to This Privacy Policy

neo138 reserves the right to modify this Privacy Policy at any time to reflect changes in our practices, legal requirements, or operational needs. When we make material changes, we will notify you by posting the updated policy on our website with a revised "Last Updated" date and, where appropriate, provide additional notice (such as email notification or prominent website notice). Your continued use of neo138 services after changes become effective constitutes acceptance of the revised policy. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal information.

12. Contact Information

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact neo138's privacy team:

• Email: [email protected] (Subject: Privacy Inquiry)
• Live Chat: Available 24/7 through the neo138 website
• Response Time: We aim to respond to privacy inquiries within seventy-two (72) hours

When contacting us about privacy matters, please provide your account username and sufficient details to help us understand and address your inquiry. For security reasons, we may require identity verification before responding to requests involving personal data access, correction, or deletion.