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Our Terms Shape How We Work With You

When you open an account at hoki500, you're agreeing to a clear set of rules that protect both of us.

Deposit & withdrawal rulesAccount verification stepsPayment security and limitsDispute resolution processData and privacy guardrails
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hoki500 Our Terms Shape How We Work With You
GET HELP NOW

How to Reach Us When You Have Questions

Our support team is built to answer policy questions, walk you through account changes, and help if you spot something unclear in these terms.

Live Chat Open the help bubble in your account lobby (available 09:00–23:00 Jakarta time, daily) to discuss account, payment or terms questions with our team in real time.
Email Support Send a detailed message to our support inbox with your account ID and question. Expect a reply within 24 hours on working days.
In-Account Help Centre Browse our FAQ and policy resources directly from your account settings. Search by topic: deposits, withdrawals, verification, disputes or account closure.
YOUR DATA MATTERS

How We Handle Your Account Information and Security

hoki500 treats your personal data and account activity with the same rigour we apply to deposits and withdrawals.

Data Encryption

All logins, deposits and withdrawals are encrypted end-to-end. Your payment credentials and account balance are never stored in plain text on our servers.

Identity Verification

Before we process your first withdrawal, we verify your name, phone and address. This protects you from unauthorized account access and helps us comply with local anti-fraud rules.

Withdrawal Security

Large withdrawals (above Rp 10,000,000) trigger a secondary verification step. We send a confirmation code to your registered phone so you can approve the payout yourself.

Record Retention

We keep account records, transaction history and verification documents for seven years. This ensures we can answer disputes, audit our own compliance, and help you retrieve historical data.

Access Your Data

You can request a full copy of your account data, deposit and withdrawal history, and verification records by emailing support. We deliver this within 14 days.

Update or Delete Information

Want to change your phone number, address or payment method? Use your account settings or contact support. Some data (transaction history) must be retained for compliance, but we delete personal details on request where local law permits.

Terms & Conditions Questions Our Members Ask

These are the questions we hear most often about our terms of service. If your question isn't here, our support team is ready to answer it.

You must meet the age requirement set by local law in your region. For most of Indonesia, this is 18 years old. We verify your age during account registration and again before processing your first withdrawal. Providing false information during sign-up is grounds for account suspension and forfeiture of any balance.

No. One account per person is our rule. If we discover duplicate accounts linked to the same identity, phone, email or payment method, we'll close all of them and forfeit any balance. Multiple accounts also breach the terms of our payment partners like DANA, OVO, GoPay and QRIS.

Most withdrawals clear within one to three business days, depending on your payment method. DANA and OVO usually process within 24 hours on working days. Bank transfers may take up to three days. On weekends or public holidays, clearing times may extend. We'll show you an estimated date when you submit the request.

Contact our support team immediately with your account ID and the transaction date. We'll pull the ledger, verify the deposit or withdrawal record, and correct any genuine error within two working days. If the error is on our side, we'll refund the difference. Disputes older than 30 days are harder to reverse, so report early.

We can suspend or close accounts that breach our terms—for example, if we detect fraud, unusual patterns, breach of local gaming law, or if you've provided false information during registration. If we close your account for a policy breach, we'll explain why and, where local law permits, allow you to dispute the closure within 14 days.

Reach out to our support team via live chat (09:00–23:00 Jakarta time) or email. Tell them your concern relates to data handling or privacy. We'll escalate it to our compliance team, who will respond within five working days. You can also ask to speak with our data officer if your concern is serious.

Deposit and withdrawal limits depend on the payment method and your account history. DANA and OVO typically cap daily withdrawals at Rp 50,000,000. GoPay and QRIS may differ. Your first withdrawal must be under Rp 10,000,000 until we've fully verified your account. Contact support if you want to raise your limits.

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