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Your Account, Your Rights, Your Data

When you open an account with istana3, you own your funds, your account data and your right to withdraw at any time.

Account ownership is yoursWithdrawal rights protectedData handling transparent
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istana3 Your Account, Your Rights, Your Data
GET IN TOUCH LEGALLY

How to Reach Our Legal Team

Email Support Send account, data or legal queries to our support team at [email protected].
Live Chat Open the chat widget in your account lobby (bottom right) to escalate legal or…
Formal Request Form Visit Settings > Legal Requests in your account to file formal data-access, correction or…
HOW WE PROTECT YOU

Data, Security and Your Account Control

Account Security

We encrypt your login credentials and store your account balance in isolated vaults.

Payment Data Handling

DANA, OVO, GoPay and QRIS transactions pass through PCI-DSS certified payment gateways.

Cookie and Tracking

We use session cookies to keep you logged in and functional cookies to detect fraud.

Data Retention

Account data (name, email, ID verification) is kept as long as your account is active or 3 years after closure…

Access and Correction

You can view and update your personal details in Settings > Profile anytime.

Dispute and Rights

If you dispute a transaction or believe your data has been mishandled, email [email protected] with details.

Frequently Asked About Legal and Your Rights

Yes, absolutely. Your balance is your legal property. You can withdraw it anytime following our standard verification process. We hold it in trust and do not use player funds for operating expenses; your funds are segregated from our operational accounts.

When you close your account, your balance remains accessible for 90 days. You can request a withdrawal before or after closure. After 90 days, unclaimed balances are held in reserve per local financial regulations. You can reopen an account anytime by re-verifying your identity.

We use your data only to verify your identity, process payments, prevent fraud and comply with local law. We do not sell or share your details with third parties except payment providers and legally required authorities. You can request a full copy of your data anytime via Settings > Legal Requests.

You can request deletion of non-essential data (marketing emails, device history, analytics tags) anytime. Essential data (name, ID, transaction history) must be kept for 3 years under financial rules. File a deletion request via the Legal Requests form; we respond within 14 days.

Yes. Withdrawals are verified through your linked DANA, OVO, GoPay or QRIS account. We use encryption and fraud detection to confirm your identity before processing. Your payment details are handled by certified payment gateways, not stored on our servers.

Email [email protected] with your transaction ID and dispute details. We investigate within 7 days and respond in writing. If needed, we escalate to your payment provider. Your consumer rights depend on local law; we apply the protections your region requires.

Reach our legal team via [email protected], live chat (Monday–Friday, 08:00–20:00 Indonesia time), or the formal Legal Requests form in your account. All inquiries receive a response within 24 hours on weekdays. Urgent issues (account holds, fraud) are prioritized and answered same-day.

Related Pages

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