Privacy Policy

This Privacy Policy ("Policy") describes how neo69 ("we", "us", "our") — the operator of the online betting and entertainment platform accessible at https://neo69.bio — collects, uses, stores, discloses, and otherwise processes the personal data of individuals who use or interact with our platform, services, or communications.

This Policy applies to all personal data collected through: the neo69 website and mobile-optimized interface; the account registration and identity verification process; deposits, withdrawals, and transaction activity; customer support interactions via live chat or email; participation in promotions, bonuses, and loyalty programmes; and any other interaction between you and neo69, whether online or via electronic communication.

This Policy should be read alongside our Terms & Conditions and Responsible Gaming Policy, both of which are incorporated by reference. By registering a neo69 account or using our services, you confirm that you have read and understood this Policy and consent to the processing of your personal data as described herein.

For the purposes of this Policy, neo69 acts as the data controller in respect of all personal data collected through the Platform. As data controller, we determine the purposes and means of processing your personal data and are responsible for ensuring that such processing is conducted lawfully, fairly, and transparently.

Where neo69 engages third-party service providers to process personal data on its behalf — for example, payment processors, identity verification providers, or customer support platforms — those parties act as data processors under contractual arrangements that require them to handle your data only in accordance with our documented instructions and to maintain appropriate technical and organizational security measures.

neo69 collects personal data through several channels and processes. The categories of data we collect, and the circumstances in which each category is collected, are set out in the table below.

We do not knowingly collect sensitive personal data beyond what is required for identity verification (such as nationality for KYC purposes). We do not collect biometric data, health data, religious beliefs, or political opinions.

neo69 uses the personal data it collects for the following purposes:

• Account management: To create, maintain, and administer your neo69 account, verify your identity at registration and at withdrawal, and communicate important account-related information to you.
• Service delivery: To provide access to all Platform products including live casino, slots, sportsbook, virtual sports, and poker tournaments, and to process all associated bets, outcomes, and settlements in IDR.
• Payment processing: To facilitate deposits and withdrawals through your linked Indonesian bank or e-wallet, to verify payment method ownership, and to maintain accurate transaction records.
• Identity verification (KYC): To comply with our obligations to verify the age and identity of members, prevent underage gambling, and conduct anti-money-laundering checks as required by our licensing authority.
• Fraud prevention and security: To detect, investigate, and prevent fraudulent activity, account compromise, collusion, bonus abuse, and other violations of our Terms & Conditions.
• Responsible gaming: To monitor gameplay patterns for indicators of problem gambling, to apply the responsible gaming tools you have activated on your account, and to contact you if our systems flag a concern about your play.
• Customer support: To respond to your enquiries, process complaints, and communicate with you about your account through live chat and email.
• Platform improvement: To analyze aggregated, anonymized usage data to improve the Platform's design, game library, payment flows, and overall user experience.
• Marketing (where consented): To send promotional offers, bonus notifications, and platform updates to members who have opted in to receive marketing communications. You may withdraw this consent at any time.
• Legal compliance: To meet our obligations under applicable international gaming regulations, anti-money-laundering requirements, and the directives of our licensing authority.

neo69 processes your personal data on the following legal bases, depending on the specific processing activity:

• Contractual necessity: Processing required to perform our contract with you as a member — including account management, payment processing, bet settlement, and customer support.
• Legal obligation: Processing required to comply with applicable laws and regulatory requirements, including identity verification, age verification, and anti-money-laundering compliance.
• Legitimate interests: Processing carried out for our legitimate business interests where those interests are not overridden by your rights — including fraud prevention, platform security, abuse detection, and aggregate analytics for platform improvement.
• Consent: Processing based on your explicit, freely given consent — primarily for marketing communications and the use of non-essential cookies. You may withdraw consent at any time without affecting the lawfulness of prior processing.

neo69 uses cookies and similar tracking technologies to operate the Platform, maintain your login session, remember your preferences, and analyze platform performance. Cookies are small text files stored on your device by your browser.

The categories of cookies we use are as follows:

• Strictly necessary cookies: Required for the Platform to function. These include session authentication cookies, CSRF protection tokens, and load-balancing cookies. They cannot be disabled without preventing access to core Platform features.
• Functional cookies: Used to remember your preferences such as language settings, game lobby view, and notification preferences. Disabling these cookies may affect your experience but will not prevent access to the Platform.
• Analytics cookies: Used to collect anonymized information about how members use the Platform — pages visited, session length, click paths — to help us improve the product. Analytics data is aggregated and does not identify individual members.
• Marketing cookies: Used to track visits from marketing channels and attribute new registrations to the correct promotional source. These cookies are set only if you arrive via a marketing link and are not used to build advertising profiles for third parties.

neo69 does not sell, rent, or lease your personal data to unaffiliated third parties. We share personal data only in the following circumstances and only to the extent necessary for the specified purpose:

• Payment processors: Your financial data is shared with our contracted Indonesian payment processing partners — including bank transfer intermediaries and e-wallet providers such as OVO, DANA, GoPay, ShopeePay, and LinkAja — solely to process your deposits and withdrawals in IDR.
• Identity verification providers: Your identity document data may be shared with our contracted KYC verification service provider for the purpose of verifying your age and identity. This provider operates under strict data processing agreements.
• Game content providers: Anonymized or pseudonymized game session data may be shared with game studios (such as Evolution Gaming, Pragmatic Play, PG Soft, or NetEnt) for the purposes of game performance monitoring and dispute resolution. These providers do not receive your full personal profile.
• Customer support platforms: If we use a third-party customer support ticketing or live-chat platform, your support interactions may be processed through that system under a data processing agreement.
• Fraud and security services: Certain technical data may be shared with fraud detection services to identify suspicious login patterns, device fingerprinting anomalies, or coordinated abuse across multiple accounts.
• Legal and regulatory authorities: We may be required to disclose personal data to law enforcement agencies, courts, regulatory bodies, or our licensing authority where we are legally compelled to do so or where we determine disclosure is necessary to protect the rights, property, or safety of neo69, its members, or the public.
• Business transfers: In the event of a merger, acquisition, or sale of all or part of our business, personal data may be transferred to the relevant third party as part of that transaction, subject to continued compliance with this Policy.

neo69 is an international platform and some of our contracted service providers — including game studios, infrastructure providers, and security services — may be located outside Indonesia. As a result, your personal data may be transferred to and processed in countries other than the country in which you reside.

When personal data is transferred internationally, neo69 ensures that appropriate safeguards are in place to protect your data to a standard equivalent to the protections described in this Policy. Such safeguards may include contractual data protection clauses with the receiving party, compliance with the receiving jurisdiction's applicable data protection framework, or other legally recognized transfer mechanisms.

neo69 retains personal data for no longer than is necessary to fulfil the purpose for which it was collected, or as required by applicable law or regulatory obligation. The following retention periods apply as general guidance:

• Active account data: Retained for the duration of the membership and for a period of five years following account closure, to meet anti-money-laundering record-keeping requirements.
• Transaction records: All deposit, withdrawal, and bet records are retained for a minimum of five years following the date of the transaction.
• KYC documents: Identity documents submitted for verification are retained for five years following account closure or the date of last transaction, whichever is later.
• Customer support communications: Live chat transcripts and email correspondence are retained for three years from the date of the interaction.
• Technical and usage data: Aggregated analytics data is retained indefinitely in anonymized form. Individual-level technical logs are retained for twelve months.
• Marketing preference records: Records of your opt-in or opt-out preferences are retained for five years from the date of the last recorded preference change.

When personal data is no longer required for its stated retention purpose, it is securely deleted or irreversibly anonymized so that it can no longer be associated with an identifiable individual.

neo69 implements a layered set of technical and organizational security measures designed to protect your personal data against unauthorized access, accidental loss, disclosure, alteration, or destruction. These measures include but are not limited to:

• 256-bit SSL/TLS encryption on all connections between your device and the neo69 Platform.
• Encrypted storage of passwords using industry-standard one-way hashing algorithms. neo69 staff cannot view your password in plain text.
• Two-factor authentication (2FA) available for all member accounts, and mandatory for certain high-value account actions.
• Role-based access controls restricting neo69 staff access to personal data on a need-to-know basis only.
• Automated suspicious activity detection that flags unusual login patterns, device changes, or rapid IP-address shifts for human review.
• Regular internal security reviews and vulnerability assessments of Platform infrastructure.
• Contractual security obligations imposed on all third-party data processors.

Despite these measures, no online platform can guarantee absolute security. In the event of a data breach that is likely to affect your rights and interests, neo69 will notify you promptly and take all reasonable steps to mitigate the impact.

As a neo69 member, you have the following rights in relation to your personal data. To exercise any of these rights, please contact our support team via live chat or email at [email protected]. We will respond to all verified requests within 30 days.

neo69 will not charge a fee for processing a data rights request unless the request is manifestly unfounded or excessive, in which case a reasonable administrative fee may apply. We reserve the right to verify your identity before fulfilling any data rights request.

neo69 is strictly a 21+ platform. We do not knowingly collect, process, or retain personal data belonging to individuals under the age of 21. If we become aware that personal data has been submitted by a person under 21, we will immediately close the associated account, delete the data, and return any deposited funds to the originating payment method.

Parents and guardians who believe that a minor may have registered an account on neo69 should contact our support team immediately via in-app live chat or by email at [email protected]. We take underage account reports seriously and will act on all verified reports within 24 hours.

The neo69 Platform may contain references to third-party services, game studios, or payment providers. neo69 does not control the privacy practices of these third parties and is not responsible for their data handling. We recommend reviewing the privacy policies of any third-party service you interact with independently of the neo69 Platform.

Game studios such as Evolution Gaming, Pragmatic Play, PG Soft, NetEnt, Microgaming, and Spribe operate their own technical infrastructure to deliver game content. While neo69 shares only the minimum data necessary with these providers, their own privacy frameworks may also apply to technical data generated during gameplay.

neo69 may send you promotional offers, bonus notifications, game announcements, and platform updates by email, SMS, or in-app notification. Marketing communications are sent only to members who have opted in to receive them at the time of registration or subsequently via their account preferences dashboard.

You may withdraw your consent to receive marketing communications at any time by:

• Updating your notification preferences in the Account Settings section of your neo69 dashboard.
• Clicking the unsubscribe link included in any marketing email sent by neo69.
• Contacting our support team via live chat or email and requesting removal from all marketing lists.

Withdrawal of marketing consent will be processed within five business days. Please note that withdrawing marketing consent does not affect the delivery of transactional communications — such as deposit confirmations, withdrawal notifications, and account security alerts — which are sent regardless of your marketing preferences as they are necessary for account management.

neo69 does not share your contact details with unafiliated third parties for their own marketing purposes. All marketing communications you receive will originate from neo69 directly or from a contracted partner sending on our behalf under a data processing agreement.

neo69 reserves the right to update or revise this Privacy Policy at any time to reflect changes in our data practices, applicable law, regulatory requirements, or Platform functionality. When a material change is made to this Policy, we will notify members by email to the registered account address and by displaying a prominent notice on the Platform at least 14 days before the revised Policy takes effect.

Minor or non-material changes — such as typographical corrections, clarifications that do not alter the substance of the Policy, or updates required to take immediate effect by law — may be made without advance notice. The "Effective Date" displayed at the top of this page reflects the date of the most recent revision.

Your continued use of the neo69 Platform following the effective date of any revised Policy constitutes your acceptance of the changes. If you do not agree with a revised Policy, you should stop using the Platform and close your account before the revised Policy takes effect. Account closure requests are handled in accordance with Section 11 of ourTerms & Conditions.

If you have any questions, concerns, or complaints regarding this Privacy Policy or the way neo69 handles your personal data, please contact us through the following channels:

• Live Chat: Available 24/7 directly within the Platform. This is the fastest channel for privacy enquiries and data rights requests. Average response time is under five minutes during peak hours (WIB, UTC+7).
• Email: [email protected] — please use the subject line "Privacy Enquiry — [Your Account Username]" for the fastest routing. Responses are typically provided within four hours during normal operating hours.
• Data Rights Requests: To exercise any of the rights described in Section 11, email us with the subject line "Data Rights Request — [Right Type] — [Your Account Username]". We will acknowledge receipt within 24 hours and provide a substantive response within 30 days.

neo69 is committed to resolving all privacy concerns promptly and transparently. If you are not satisfied with our response to a privacy complaint, you may escalate the matter to the relevant supervisory authority or independent dispute resolution body applicable under the Platform's licensing jurisdiction.