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Our Terms & Conditions Explained

When you open an account with one one, you're entering into a straightforward agreement that protects both of us.

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one one Our Terms & Conditions Explained
ALWAYS HERE

How to Reach Us About Your Account

We staff support channels across email, live chat and phone to answer questions about your account, deposits, withdrawals or any part of these terms.

Live Chat Open the chat widget in the lobby or on this site. Support responds in minutes during peak hours and typically within one hour off-peak. Available seven days a week.
Email Support Send your question to [email protected]. We reply within 24 hours on weekdays and 48 hours on weekends. Include your account email and transaction ID if you're reporting a deposit or payout issue.
Phone Support Call our Jakarta support line during business hours, Monday to Friday, 09:00–18:00 WIB. Speak directly to an agent who can walk through account access, payment methods or terms clarification in real time.
SECURITY AND DATA

How We Protect Your Account and Information

One one uses industry-standard encryption to protect your login credentials, payment details and account activity.

Encryption & Login

All data between your device and our servers is encrypted. Your password is hashed on our end and never stored in plain text. Two-factor authentication is optional but recommended for extra security.

Payment Verification

First deposit requires ID confirmation via email. Withdrawals over Rp 10,000,000 trigger identity re-check to comply with anti-money-laundering rules. This protects your account from unauthorized access.

Data Retention

We keep account records, transaction logs and chat histories for seven years after your last activity, as required by Indonesian financial regulations. Closed accounts remain in our archive for audit and dispute resolution.

Third-Party Access

DANA, OVO, GoPay and QRIS see only the deposit amount and timestamp, not your account balance or game history. Bank partners see withdrawal requests and timing. No marketing or analytics firm sees your personal data.

Cookie Policy

We use cookies to keep you logged in, remember your language and region, and track basic usage so we can spot technical problems. You can disable non-essential cookies in your browser; essential ones must stay on to use your account.

Request Your Data

Email [email protected] to request a copy of all personal data we hold on you. We'll send it as a downloadable file within 14 days. You can also ask us to update or delete information where local law permits.

Questions About Your Rights and Our Policy

We refund DANA deposits to your original wallet within 24 hours of closure, minus any withdrawals you've already made. If you've played and then closed, your balance carries the terms of play at that time. Contact support with your account email to start a refund request.

Yes. Log in, go to Account > Transaction History and filter by date range. You'll see every DANA, OVO, GoPay, QRIS and bank transfer in and out, the timestamp, the amount and the status. Export a PDF for your records or contact support for a full statement.

We're confirming your identity to prevent fraud. Large withdrawals or first-time requests to a new bank account trigger this step, which usually takes 2–4 hours. You'll get an email when it's done. Reply to that email or chat support if you have questions during the wait.

We aim to respond to disputes within 7 days. Open a ticket via [email protected] with your account email, the transaction ID and what went wrong. We'll pull your account logs and the payment record to confirm what happened, then email you the outcome and next steps.

Yes. Go to Account > Payment Methods and select Add Payment Method to link a different DANA, OVO, GoPay, QRIS or bank account. You can keep multiple methods on file and pick which one to use at checkout. Old methods stay visible in your history for reference.

We retain your account record, transaction history and support conversations for seven years after closure for compliance and dispute resolution under Indonesian financial law. After seven years, we archive it. You can request deletion of personal details like your phone number where local law permits—contact support to start that process.

These terms apply to all players where local law permits access to our platform. Your location doesn't change the deposit and withdrawal rules, payment methods or support channels. Your regional payment rail preference—DANA, OVO, GoPay or QRIS—is the same as for players anywhere in Indonesia.

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