pooki Platform Privacy Notice

This page describes what we collect when you use pooki and how we keep that data protected. We take your privacy seriously and operate under strict data-handling standards. Our commitment is to be transparent about what information we gather, why we need it, and who may access it.

When you create an account on pooki, deposit funds, place a wager, or contact our support team, you provide personal data — your name, email, phone number, residential address, and payment details. We also collect data automatically when you use our platform: device type, browser information, IP address, and gameplay behaviour. This information helps us verify your identity, process your payments, detect fraud, and provide multilingual support across Jakarta, Surabaya, Bandung, Medan, and Semarang.

Our data practices comply with local privacy standards and international best practices. This notice explains your rights and how to contact us if you have concerns about your data.

Data We Collect on pooki

We collect several categories of data from you when you use pooki. First, identity and contact information: your full name, date of birth, email address, phone number, and residential address. We collect this to verify your account, comply with Know Your Customer (KYC) regulations, and contact you with account updates or support responses.

Third, identity verification documents: photographs of your national ID (KTP, passport, or driver's licence), proof of address (utility bill, bank statement, or rental agreement), and selfies taken at submission time. We collect these to comply with regulatory requirements and prevent fraud.

Fourth, gameplay and account data: the games you play, your wagers, your balance, your win-and-loss record, bonus activity, and deposits or withdrawals. We collect this to maintain accurate account records, detect suspicious patterns, and honour your game history requests.

Fifth, technical data: your device type, browser type, IP address, operating system, pages you visit, time spent on each page, referring website, and any errors you encounter. We collect this to improve platform performance, diagnose technical issues, and maintain security.

How we collect your data on pooki

You provide most data directly — by filling in forms when you create your account, update your profile, or contact support. Payment data is collected when you initiate a deposit or withdrawal. Identity documents are uploaded via our secure document portal. Gameplay data is collected automatically as you interact with our platform — every wager and result is logged to your account.

Technical data is collected via cookies and pixel tags embedded in our website and mobile app. These small files store information about your visits so we can remember your login state, customise your experience, and analyse usage patterns. You can control cookies through your browser settings, though disabling them may limit platform functionality.

First-party cookies

Cookies we set directly to remember your login, language preference, and account settings while you visit pooki.

Third-party cookies

Cookies set by analytics providers and fraud-detection services to help us understand platform usage and prevent abuse.

Session tokens

Temporary identifiers that keep you logged in during your session; they expire when you close your browser or manually log out.

How We Use Your Data on pooki

We use your data for several purposes. First, account management: we use your name, email, phone, and address to create and maintain your account, send password-reset links, and verify your identity if you request account recovery. Second, payment processing: we use your bank details and payment-method credentials to process deposits and withdrawals securely. Third, regulatory compliance: we use your identity documents and address to verify that you meet legal age requirements and are not in a prohibited jurisdiction.

Fourth, fraud prevention: we analyse your IP address, device fingerprint, login patterns, and gameplay behaviour to detect account takeover attempts, duplicate accounts, and suspicious wagering. Fifth, customer support: we use your account history and contact information to respond to your inquiries in English or Indonesian, troubleshoot technical issues, and resolve payment disputes.

Sixth, platform improvement: we use gameplay data and technical metrics to identify bugs, optimise game performance, and develop new features. Seventh, marketing (if you opt in): we may use your email or phone to send promotional offers about new games, reload bonuses, or platform updates — only if you have consented.

Data Sharing and Third Parties

We do not sell your personal data to third parties. However, we share data with specific partners to operate pooki. Payment processors — mobile banking, local payment, online payment, e-wallet, mobile banking, and our bank partners (local payment, online payment, e-wallet, mobile banking) — receive your payment details to process transactions. These partners have their own privacy policies; we recommend reviewing them.

We share data with fraud-detection and identity-verification service providers to protect your account and prevent financial crime. These vendors process your identity documents and device information under strict confidentiality agreements. We also share data with our hosting provider — our servers may sit outside your jurisdiction, but we contractually require our hosting partners to maintain the same data-protection standards we do.

We may disclose your data if required by law — for example, if a court orders disclosure or a law-enforcement agency requests information in connection with a criminal investigation. We will notify you of such requests unless legally prohibited from doing so.

Our pooki data retention policy

We retain your personal data for as long as your account is active. After you close your account, we retain certain data for legal and compliance purposes — typically for five to seven years, depending on local record-keeping requirements. Gameplay records and transaction history are retained indefinitely to support dispute resolution and regulatory audits. You can request deletion of certain non-essential data by contacting our support team; we will comply where legally permissible.

Your Rights on pooki

You have several rights regarding your data. First, the right to access: you can request a copy of all personal data we hold about you. We will provide this within 30 days in a portable, machine-readable format. Second, the right to correct: if your information is inaccurate, you can update it directly in your account settings or request our team to correct it on your behalf.

Third, the right to delete: you can request deletion of your personal data, subject to legal and operational constraints. For example, we cannot delete identity documents if they are needed for ongoing regulatory compliance or dispute resolution. Fourth, the right to restrict processing: you can ask us to limit how we use your data — for instance, you can opt out of marketing communications or analytics.

Fifth, the right to data portability: you can request that we transfer your data to another service provider in a standard format. To exercise any of these rights, contact our support team with a clear description of your request. We will verify your identity and respond within 30 days.

Security of your data on pooki

We protect your data using industry-standard encryption, secure servers, and access controls. All data transmitted between your device and our servers is encrypted using TLS (Transport Layer Security) protocol. Payment data is handled by PCI-DSS-compliant processors, meaning they meet stringent security standards set by the payment-card industry. Identity documents are stored in encrypted vaults with restricted access.

We conduct regular security audits and penetration testing to identify vulnerabilities. Our staff have limited access to your data, and only those with a legitimate need can view it. Despite these measures, no system is completely secure. We are not liable for data breaches resulting from factors beyond our control, such as you sharing your password or a breach at a third-party payment processor.

Contact us about your pooki privacy

If you have questions about our privacy practices, wish to exercise your data rights, or have a privacy complaint, contact our team via live chat, email, or phone. We operate in English and Indonesian with response windows typically one to four hours during business days. During holidays like Idul Fitri, Idul Adha, Imlek, and Nyepi, response times may extend slightly, but we maintain basic coverage.

You may also lodge a complaint with the data-protection authority in your jurisdiction if you believe our handling of your data violates applicable privacy law. Our services are available only where local law permits. We respect your privacy and remain committed to transparent, fair data handling. This privacy notice may be updated from time to time to reflect changes in our practices or legal requirements; we will notify you of material changes via email or by posting a notice on our platform.