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Understand Your Rights on pohon4

When you open an account with us, you're entering a straightforward agreement that protects both you and the platform.

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QUESTIONS ABOUT TERMS

How to Get Help with Your Terms Questions

If you need to understand a specific term, dispute a charge, or request changes to your account settings, we've made it easy to reach our support team. Contact us through your preferred channel—live chat, email, or in-app messaging—and we'll walk you through what applies to your account.

Team online

Live Chat Support

Open the chat widget in your account lobby. Our team responds within minutes during support hours. Available seven days a week, 08:00 to 22:00 UTC+7, to help with account and terms questions.

Email Support

Send your query to [email protected] with your account email and a description of your question. We review and reply within 24 hours on business days, sooner if urgent.

In-App Messaging

Use the Help section inside your account to message support directly. Attach screenshots or account details to speed up resolution. Messages are logged to your account history.

YOUR DATA, YOUR CONTROL

How We Protect Your Privacy and Account Security

pohon4 keeps your account details, payment history, and personal information secure using encryption and restricted staff access. We do not sell your data to third parties.

Account Encryption

All login credentials, payment methods, and personal details are encrypted end-to-end. Access is limited to authorised support staff only when you request account help.

Data Retention

We retain your account data and transaction history for three years, as required by Indonesian financial regulations. After that period, we securely delete or anonymise your information.

Fraud Prevention

We monitor account access patterns, deposit and withdrawal flows, and player behaviour to spot unusual activity. If we flag a transaction, we'll contact you via email or in-app notification to verify it's you.

Cookie Management

Our cookies track your login session, game history and preferences to improve your lobby experience. You can clear or block cookies in your browser settings without losing account access.

Payment Partner Security

DANA, OVO, GoPay and QRIS transactions are processed by their own secure networks. We do not store your payment credentials; each transaction is tokenised and verified independently.

Data Request Process

To request a copy of your data, correct details, or delete your personal information where local law permits, email [email protected] with your account email and specific request. We respond within 14 days.

Answers to Your Terms and Conditions Questions

You're agreeing to follow our account rules: provide truthful information during verification, use only your own account, keep your login secure, and respect our gameplay guidelines. In return, we guarantee your funds are secure, your payments are processed transparently, and you have a clear path to withdraw whenever you wish. Disputes are handled fairly and quickly.

Yes. Log into your account, go to Settings, and update your email or phone number anytime. If you need to change your legal name or identity details after verification, contact our support team with the new documents. We'll verify the changes before they take effect to keep your account secure.

Contact [email protected] or live chat within 30 days of the transaction with details of why you dispute it. We'll investigate, check our payment logs, and contact your payment provider if needed. Most disputes are resolved within seven business days. We'll update you at every step via email or in-app notification.

We can close an account if you breach our terms—for example, using a fake identity, funding your account illegally, or engaging in fraud. If we do, we'll notify you of the breach. Your balance is only retained where local law permits us to do so. Otherwise, we'll process a withdrawal to your registered payment method.

Your account remains active as long as you log in at least once every 24 months. If your account is inactive for 24 months, we may pause it to comply with financial regulations. You can reactivate it anytime by logging in again or contacting support. No funds are forfeited—your balance is held securely until you return.

Deposit and withdrawal limits depend on your payment method and local law. DANA, OVO, GoPay and QRIS each have their own daily transaction ceilings set by the provider. Bank transfers have higher limits. Check your payment method's details in your account Wallet tab, or ask support for your specific limits. Higher limits may become available after you've played for a while and verified your account fully.

Log into your account and check your transaction history in the Wallet section. Every deposit, withdrawal and game result is logged with a timestamp. If you spot an error, screenshot it and email [email protected] with your account email. We'll review our backend logs and respond within 24 hours with an explanation or correction.

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