Privacy Policy

This Privacy Policy ("Policy") is issued by Polobet ("Polobet", "we", "us", "our") and governs the collection, use, storage, disclosure, and protection of personal data provided by users ("User", "Player", "you") when accessing or using the Polobet website located at https://polobet.casa and all associated services (collectively, the "Platform").

Polobet operates as an online betting and gaming platform serving players across Malaysia, including users based in Kuala Lumpur, Penang, Johor Bahru, Petaling Jaya, Shah Alam, and other regions throughout the country. We understand the importance of privacy and take our obligations as a data processor seriously.

This Policy should be read alongside our Terms & Conditions, which govern your use of the Polobet Platform as a whole. In the event of any conflict between this Policy and the Terms & Conditions, the Terms & Conditions shall prevail to the extent of the inconsistency.

For the purposes of this Privacy Policy, the following terms have the meanings set out below:

• "Personal Data" means any information that identifies or could reasonably be used to identify a natural person, directly or indirectly, including name, identification number, contact details, financial information, and online identifiers.
• "Processing" means any operation performed on Personal Data, including collection, recording, storage, adaptation, retrieval, consultation, use, disclosure, erasure, or destruction.
• "Data Controller" means the entity that determines the purposes and means of processing Personal Data. Polobet acts as the Data Controller for Personal Data collected through the Platform.
• "Data Processor" means a third party that processes Personal Data on behalf of the Data Controller, in accordance with the Controller's instructions.
• "Cookies" means small text files placed on your device by the Platform to collect information about your browsing behaviour and preferences.
• "KYC" (Know Your Customer) means the identity and address verification procedures conducted by Polobet prior to enabling full account functionality, including withdrawal processing.

Polobet acts as the Data Controller in respect of Personal Data collected through the Platform. As Data Controller, Polobet determines the purposes for which and the means by which your Personal Data is processed. Polobet is responsible for ensuring that any third-party processors engaged to process data on its behalf do so in compliance with applicable data protection standards.

All data protection enquiries, access requests, and complaints should be directed to Polobet's support team using the contact details set out in Section 15 of this Policy.

Polobet collects Personal Data from you through various means, including directly from you during registration and KYC, automatically through your use of the Platform, and, where applicable, from third-party identity verification providers. The categories of Personal Data we collect include:

We collect only the minimum Personal Data reasonably necessary for the purposes described in this Policy. Where data collection is optional, we will indicate this clearly at the point of collection.

Polobet processes your Personal Data for the following purposes:

• Account Registration and Management: To create and maintain your Polobet account, verify your identity at registration, and enable you to access Platform features.
• KYC and Compliance: To conduct identity verification, age verification (confirming you are aged 21 or above), address verification, and source of funds checks in accordance with our compliance obligations.
• Payment Processing: To facilitate deposits and withdrawals via your selected payment method, including Touch 'n Go eWallet, Boost, GrabPay, DuitNow, FPX, Maybank, CIMB, Public Bank, and other supported methods; to reconcile account transactions; and to investigate payment disputes.
• Service Delivery: To provide the betting, gaming, and promotional services available on the Platform, including processing bets, awarding winnings, applying bonuses, and maintaining transaction history.
• Fraud Prevention and Security: To detect, investigate, and prevent fraudulent activity, money laundering, account takeover, and other unlawful conduct; to maintain the integrity and security of the Platform.
• Responsible Gambling: To monitor player activity for indicators of problem gambling behaviour, to apply and enforce player-requested deposit limits, session controls, and self-exclusion requests, and to provide responsible gambling support where appropriate.
• Customer Support: To respond to your enquiries, resolve complaints, and provide technical assistance via live chat and email.
• Marketing Communications: Where you have provided explicit consent, to send you promotional offers, bonus notifications, and relevant platform updates. You may withdraw consent at any time by contacting our support team.
• Platform Improvement: To analyse Platform usage patterns, identify performance issues, test new features, and improve the overall user experience.
• Legal Obligations: To comply with applicable legal and regulatory requirements, including responding to valid requests from law enforcement or regulatory authorities.

Polobet processes your Personal Data on the following legal bases:

• Contractual Necessity: Processing is necessary for the performance of the contract between you and Polobet (i.e., the Terms & Conditions), including account creation, payment processing, and service delivery.
• Legal Obligation: Processing is required for Polobet to comply with applicable legal and regulatory requirements, including KYC and anti-money laundering obligations.
• Legitimate Interests: Processing is conducted in furtherance of Polobet's legitimate business interests, including fraud prevention, Platform security, and service improvement, where those interests are not overridden by your rights and interests.
• Consent: For specific processing activities such as marketing communications and certain categories of cookies, Polobet relies on your freely given, specific, and informed consent. You may withdraw consent at any time without affecting the lawfulness of prior processing.

Polobet does not sell, rent, or otherwise commercially transfer your Personal Data to unrelated third parties for their independent marketing or commercial purposes. We may, however, share your Personal Data with the following categories of recipients in the course of operating the Platform:

• Payment Service Providers: Payment processors and financial institutions through which your deposits and withdrawals are facilitated (e.g., FPX operators, DuitNow infrastructure providers, e-wallet service operators including Touch 'n Go, Boost, and GrabPay). These providers process your data only as necessary to complete your transactions.
• Identity Verification Providers: Third-party KYC and AML compliance service providers engaged to assist with document verification, age verification, and sanctions screening.
• IT and Infrastructure Providers: Cloud hosting providers, database administrators, and cybersecurity vendors who process data on Polobet's behalf under strict data processing agreements.
• Fraud Prevention and Analytics Services: Third-party providers engaged to assist with fraud detection, risk scoring, and responsible gambling monitoring.
• Regulatory and Law Enforcement Authorities: Where Polobet is legally required or compelled by a court order, regulatory directive, or law enforcement request to disclose Personal Data, we will do so in accordance with applicable law. We will endeavour to notify you of such disclosures where legally permissible.
• Affiliated Entities: Where applicable, Polobet may share data within its corporate group for administrative and compliance purposes, subject to equivalent data protection safeguards.

All third-party data processors engaged by Polobet are required to process your Personal Data only in accordance with Polobet's instructions, to implement appropriate technical and organisational security measures, and to delete or return data upon the termination of the processing relationship.

Polobet retains your Personal Data for as long as is necessary to fulfil the purposes for which it was collected, including any applicable legal, regulatory, accounting, or reporting requirements.

As a general principle, Polobet applies the following retention periods:

• Account Data: Retained for the duration of your active account relationship with Polobet, and for a period of at least five (5) years following account closure, in accordance with anti-money laundering record-keeping requirements.
• Transaction and Financial Records: Retained for a minimum of seven (7) years from the date of the transaction, consistent with standard financial record-keeping obligations.
• KYC Documentation: Retained for a minimum of five (5) years from the date of submission or account closure, whichever is later.
• Customer Support Communications: Retained for a period of three (3) years from the date of the interaction, unless the subject matter relates to an active dispute, in which case records are retained until the dispute is fully resolved.
• Marketing Consent Records: Retained for the duration of the consent and for a period of three (3) years following withdrawal, to evidence the consent history.

Upon the expiry of the applicable retention period, Personal Data is securely deleted, anonymised, or otherwise rendered non-identifiable, unless ongoing retention is required by law.

Polobet implements a range of technical and organisational security measures designed to protect your Personal Data against unauthorised access, disclosure, alteration, loss, or destruction. These measures include:

• Encryption in Transit: All data transmitted between your device and the Polobet Platform is encrypted using industry-standard Transport Layer Security (TLS) protocols (256-bit SSL encryption).
• Encryption at Rest: Sensitive Personal Data, including identity documents and financial information, is encrypted when stored on Polobet's servers.
• Access Controls: Access to systems containing Personal Data is restricted to authorised personnel on a need-to-know basis. All access is logged and subject to periodic review.
• Two-Factor Authentication: Account access is secured with optional two-factor authentication (2FA) for all Players, providing an additional layer of protection against unauthorised account access.
• Vulnerability Management: Polobet conducts regular security assessments, penetration testing, and vulnerability scans to identify and remediate security weaknesses in a timely manner.
• Incident Response: Polobet maintains a data breach response procedure. In the event of a confirmed breach affecting your Personal Data, we will notify you and relevant authorities in accordance with applicable notification obligations.

Notwithstanding the above, no data transmission over the internet or electronic storage system is completely secure. Polobet cannot guarantee the absolute security of your Personal Data. You are responsible for maintaining the confidentiality of your account credentials and for ensuring the security of the devices you use to access the Platform.

The Polobet Platform uses cookies and similar tracking technologies to enhance your browsing experience, maintain session continuity, and collect analytical data about Platform usage. By continuing to use the Platform after being informed of our use of cookies, you consent to their use as described in this section.

You may manage cookie preferences through your browser settings. Note that disabling certain categories of cookies may affect the functionality of the Platform, particularly those classified as Strictly Necessary. Polobet does not currently use third-party advertising cookies.

Polobet's Services are strictly limited to individuals who are 21 years of age or older. The Platform does not knowingly collect Personal Data from any person under the age of 21. Age verification is conducted as part of the KYC process for all registered accounts.

If Polobet becomes aware, or has reasonable grounds to believe, that Personal Data has been collected from a person under the age of 21, the relevant account will be immediately suspended, the Personal Data will be deleted as soon as reasonably practicable, and any funds held in the account will be returned to the source payment method. Polobet will not use or retain data collected from minors for any purpose beyond that required to identify, remediate, and report the incident.

Subject to applicable law and Polobet's legitimate operational needs, you hold the following rights in respect of the Personal Data we hold about you. To exercise any of these rights, please contact us using the details in Section 15.

• 🔍
  Right of Access You have the right to request a copy of the Personal Data that Polobet holds about you, along with information about how it is being processed. We will respond to verified access requests within 30 days.
• ✏️
  Right to Rectification If any Personal Data we hold about you is inaccurate, incomplete, or outdated, you have the right to request that it be corrected. For identity and KYC data, corrections may require supporting documentation.
• 🗑️
  Right to Erasure In certain circumstances, you have the right to request the deletion of your Personal Data. This right is subject to Polobet's legal obligations to retain data (e.g., AML record-keeping requirements) and may not apply where retention is legally mandated.
• ⏸️
  Right to Restriction of Processing You may request that Polobet restrict the processing of your Personal Data in specific circumstances, such as where you contest the accuracy of the data or where you have objected to processing pending verification of Polobet's legitimate grounds.
• 📦
  Right to Data Portability Where technically feasible and legally applicable, you have the right to receive a copy of Personal Data you have provided to Polobet in a structured, commonly used, machine-readable format.
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  Right to Object You may object to the processing of your Personal Data where Polobet relies on legitimate interests as the legal basis for processing, or where data is being processed for direct marketing purposes. You may withdraw marketing consent at any time.
• ⚖️
  Right to Lodge a Complaint If you believe Polobet has processed your Personal Data in a manner inconsistent with this Policy or applicable law, you have the right to lodge a complaint. We encourage you to contact us first so we can address your concern directly before escalation to a supervisory authority.

Polobet will not charge a fee for handling a data rights request unless the request is manifestly unfounded, repetitive, or excessive. We reserve the right to verify your identity before processing any request, to ensure that data is disclosed only to the person to whom it belongs.

Polobet operates globally and may transfer your Personal Data to third-party service providers located in jurisdictions outside Malaysia. Where such transfers occur, Polobet ensures that appropriate safeguards are in place to protect your Personal Data, including:

• Entering into data processing agreements with third-party processors that incorporate data protection obligations equivalent to those applicable under relevant law.
• Ensuring that third-party recipients of Personal Data implement appropriate technical and organisational security measures consistent with Polobet's own security standards.
• Conducting due diligence on the data protection practices of third-party service providers prior to engagement and periodically thereafter.

By using the Platform, you acknowledge that your Personal Data may be transferred to and processed in countries outside Malaysia where data protection laws may differ. Polobet will always ensure that such transfers are conducted in a manner consistent with this Policy and applicable data protection obligations.

Polobet reserves the right to update or modify this Privacy Policy at any time. When material changes are made, the "Last Updated" date at the top of this Policy will be revised. Where changes are significant, Polobet will endeavour to notify registered Players by email or by a prominent notice on the Platform prior to the changes taking effect.

Your continued use of the Platform following the publication of an updated Privacy Policy constitutes your acknowledgement of the updated terms. It is your responsibility to review this Policy periodically to remain informed of how Polobet processes your Personal Data.

If you have any questions, concerns, or requests relating to this Privacy Policy or the processing of your Personal Data by Polobet, please contact us through any of the following channels. We aim to acknowledge all data-related requests within 5 business days and to resolve them fully within 30 days.

Please note that email addresses and phone numbers displayed on this Platform are for customer service purposes only and must not be used as clickable or automated contact links. Communication via our live chat channel is the recommended approach for the most efficient resolution of your enquiry.