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Understand How Your Account Works

Our Terms and Conditions set out the rules that protect both you and bitstarz.

Clear account rulesPayment and withdrawal termsYour data and privacy
Explore the Lobby Read FAQ
bitstarz Understand How Your Account Works
GET HELP FAST

Reach Our Policy Support Team

Questions about these Terms and Conditions? Our support team is here to explain what your obligations are, how your account is protected, and what rights you have.

Live Chat Open the chat widget in the bottom-right corner of the lobby. Response within 2 minutes during business hours. Available 24/7 for urgent account or payment questions.
Email Support Send detailed policy questions to [email protected]. We reply within 4 hours on business days. Best for questions about data retention, withdrawal verification or account closure.
In-App Help Centre Navigate to Settings → Help & Policy in your account. Search for policy keywords like 'deposit', 'withdrawal', 'account closure' to find relevant term sections instantly.
HOW WE PROTECT YOU

Data Security, Account Access and Your Rights

Your trust is built on how we handle your account information and payment details. We encrypt all deposits through DANA, OVO, GoPay and QRIS using industry-standard protocols.

Encryption & Security

All account logins and payment transactions are encrypted end-to-end. We do not store your full DANA, OVO, GoPay or QRIS details on our servers; payment gateways hold that data separately.

Withdrawal Verification

Every withdrawal request triggers a verification check tied to your deposit method and account history. This takes 5–15 minutes for local methods. Once verified, funds transfer within 1–3 hours to your wallet.

Account Closure

You can close your account permanently via Account Settings → Closure. All active bets are settled, your balance is paid out, and your data is archived for 90 days before deletion.

Data Retention

We keep transaction records for seven years for regulatory compliance. Personal data like your name and address are deleted 12 months after account closure, unless legal obligations require us to keep records longer.

Request Your Data

Submit a data access request in Settings → Privacy. You'll receive a complete export of your account history, bets placed, deposits and withdrawals within 14 business days.

Dispute Resolution

If you believe we've violated these terms, contact [email protected] with details. We'll investigate within 10 days and offer a resolution or independent review options.

Frequently Asked Questions About Our Terms

Players often ask specific questions about how our terms apply to deposits, withdrawals, game access and account management. Here are the answers to the most common policy questions we hear in the lobby and via support.

You must be of legal age to gamble in your jurisdiction. In most regions, this is 18 years old. When you register, you confirm you meet this requirement. We verify your age if you request a withdrawal or if our fraud checks flag your account.

No. Our terms prohibit duplicate accounts tied to the same person. If we detect multiple accounts from the same phone number, email or payment method, we may suspend all of them and retain any balance pending verification. One account per person.

Our terms require that withdrawals go back to the payment method you originally used for deposits. If you deposited via DANA, your withdrawal must return to that same DANA wallet. This is a security measure to prevent money laundering and fraud.

Withdrawal limits depend on your account verification level and local payment method rules. Standard accounts can withdraw up to 10 million Rupiah per day via DANA, OVO, GoPay or QRIS. VIP accounts may have higher limits. Check your Account Limits page for your current threshold.

Yes, you can reopen a closed account within 12 months by logging back in. After 12 months, your account is permanently deleted and a new registration is treated as a new account. Reopening preserves your history and account status; there is no waiting period.

Contact support immediately at [email protected] or via live chat. We'll freeze your account, review transaction history, and if fraud is confirmed, we'll reverse unauthorised bets and refund your balance. We file a fraud report and work with payment partners to block the fraudster's access.

We keep all transaction records for seven years to comply with financial regulations. Personal data like your name, email and address are retained for 12 months after account closure. You can request a full data export at any time from Settings → Privacy.

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