mysurewin Privacy Policy

1. Introduction

mysurewin ("we", "us", "our") is committed to protecting and respecting the privacy of every user who interacts with our platform at mysurewin.lat. This Privacy Policy sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us.

This document applies to all users of the mysurewin website and associated services, including players based in Kuala Lumpur, Penang, Johor Bahru, Petaling Jaya, Bangsar, and across Malaysia. Wherever you are in Malaysia, the same privacy standards apply to your account and data.

mysurewin operates as an internationally licensed online gaming platform. As part of our licensing obligations, we are required to collect, store, and process certain categories of personal data. This policy details those requirements transparently so you always know where you stand.

2. Information We Collect

We collect information from you in several ways when you use mysurewin. The categories of personal data we may collect include:

• Identity Data: Full name, date of birth, nationality, and a copy of your government-issued identification document (MyKad, passport, or equivalent) for KYC (Know Your Customer) verification purposes.
• Contact Data: Email address, phone number, and residential address — including city, state, and postcode within Malaysia.
• Financial Data: Bank account details, e-wallet identifiers (such as Touch 'n Go eWallet, Boost, GrabPay, or DuitNow account references), and transaction histories for deposits and withdrawals.
• Account Data: Username, password (stored as a one-way hash), account preferences, bonus history, game history, and betting records.
• Technical Data: IP address, browser type and version, device type, operating system, screen resolution, time zone, and referral URL.
• Usage Data: Pages visited on the mysurewin site, features accessed, session duration, in-game behaviour, and interaction with promotional content.
• Communications Data: Records of any correspondence with our customer support team, including live chat transcripts and email exchanges.

We do not knowingly collect special categories of sensitive personal data (such as health data or biometric identifiers) unless specifically required to meet regulatory obligations.

3. How We Use Your Data

mysurewin uses your personal data for the following purposes:

• Account Registration & Verification: To create and manage your mysurewin account, and to verify your identity and age (you must be 21 or older to hold an account) as required under our licensing conditions.
• Service Delivery: To provide access to all platform features, including slots, live dealer games, the sportsbook, tennis betting, horse racing, and related services.
• Transaction Processing: To facilitate deposits and withdrawals via Maybank2u, CIMB Clicks, Public Bank, Hong Leong, Touch 'n Go, Boost, GrabPay, DuitNow, FPX, and other supported MYR payment channels.
• Regulatory Compliance: To meet Know Your Customer (KYC), Anti-Money Laundering (AML), and other legal obligations required by our international gaming licence.
• Customer Support: To respond to your inquiries, resolve disputes, and provide 24/7 assistance in English and other languages supported on the mysurewin platform.
• Responsible Gaming: To monitor gameplay patterns and intervene where necessary using responsible gaming tools such as deposit limits, session timers, and self-exclusion options available to all 21+ account holders.
• Marketing & Promotions: To send relevant promotional offers, free spin notifications, deposit match bonuses, and other marketing communications — only where you have given explicit consent. You may opt out at any time.
• Security & Fraud Prevention: To detect, investigate, and prevent fraudulent transactions, multi-accounting, bonus abuse, and other activities that violate our Terms & Conditions.
• Platform Improvement: To analyse usage data and improve the performance, design, and content of the mysurewin website and mobile experience.

4. Sharing Your Information

mysurewin does not sell, trade, or rent your personal data to third parties for their own marketing purposes. We may share your data in the following limited circumstances:

• Payment Processors: We share necessary financial information with licensed payment gateway providers and local Malaysian banks to process your transactions securely.
• KYC / AML Providers: We use third-party identity verification services to confirm account holder identity and detect money laundering or fraud. These providers are contractually bound to handle your data in accordance with applicable data protection laws.
• Game Software Providers: Your gameplay data (but not your personally identifiable information) may be shared with our game software partners (e.g. slot or live dealer game providers) for technical and audit purposes.
• Regulatory & Legal Authorities: We may disclose your data to government authorities, law enforcement agencies, or our licensing regulator if required to do so by law, court order, or as part of an official investigation.
• Group Companies: Data may be shared internally within the mysurewin group of companies where necessary to deliver services or for administrative purposes.

All third parties with whom we share data are required to respect the security and confidentiality of your information and to treat it in accordance with applicable data protection legislation. We do not permit them to use your data for their own purposes beyond what is strictly necessary.

5. Cookies & Tracking Technologies

mysurewin uses cookies and similar tracking technologies to enhance your browsing experience, maintain your session, and gather anonymised usage statistics that help us improve the platform.

• Strictly Necessary Cookies: These are required for the site to function — for example, keeping you logged in to your mysurewin account during a session. These cannot be disabled without impacting site functionality.
• Performance & Analytics Cookies: These collect anonymised data about how visitors use the mysurewin site — such as which pages are visited most frequently and where users encounter errors — so we can improve performance.
• Functional Cookies: These remember your preferences (such as language, display settings, or responsible gaming tools you have activated) to provide a more personalised experience.
• Marketing Cookies: With your consent, these cookies help us deliver promotional content that is relevant to your interests. You may withdraw consent at any time via your account settings or by contacting support.

You can control cookie settings through your browser preferences. Note that disabling certain cookies may affect the functionality of the mysurewin platform, including your ability to stay logged in or access certain features.

6. Data Retention

mysurewin retains your personal data for as long as your account remains active and for a period thereafter as required by our regulatory and legal obligations. Specific retention periods include:

• Account & Identity Records: Retained for a minimum of 5 years following account closure, as required under standard AML and gaming licence compliance frameworks.
• Transaction Records: Deposit, withdrawal, and betting records are retained for a minimum of 5 years to satisfy financial record-keeping requirements.
• Customer Support Records: Chat transcripts, email correspondence, and complaint records are retained for up to 3 years after the matter is resolved.
• Marketing Consent Records: Records of your marketing preferences and consent history are retained for the duration of your account and up to 2 years after closure.
• Technical & Log Data: Server logs and access records are typically retained for 12 months before being purged or anonymised.

Once the applicable retention period expires and there is no legitimate business or legal reason to continue holding your data, we will securely delete or anonymise it so it can no longer be linked back to you.

7. Security Measures

mysurewin implements a range of technical and organisational security measures to protect your personal data against unauthorised access, accidental loss, alteration, or disclosure. These measures include:

• TLS/SSL Encryption: All data transmitted between your browser and the mysurewin platform is encrypted using TLS (Transport Layer Security) to prevent interception.
• Password Hashing: Account passwords are never stored in plain text. We use industry-standard one-way hashing algorithms so that even our own staff cannot read your password.
• Access Controls: Internal access to personal data is restricted on a strict need-to-know basis. Only authorised personnel with a legitimate operational requirement can access your account information.
• Two-Factor Authentication (2FA): We support and encourage the use of two-factor authentication on your mysurewin account for an additional layer of security.
• Regular Security Audits: Our platform undergoes periodic security assessments and penetration testing by independent third parties to identify and address potential vulnerabilities.
• Fraud Detection Systems: Automated systems continuously monitor for suspicious login attempts, unusual transaction patterns, and other indicators of unauthorised account activity.

While we take all reasonable steps to protect your data, no online platform can guarantee absolute security. We encourage you to use a strong, unique password for your mysurewin account and to contact our support team immediately if you suspect any unauthorised access to your account.

8. Your Rights

As a mysurewin user, you have the following rights in relation to your personal data:

• Right of Access: You may request a copy of the personal data we hold about you at any time. We will respond to verified requests within a reasonable timeframe.
• Right to Rectification: If any personal data we hold about you is inaccurate or incomplete, you have the right to request that we correct or update it.
• Right to Erasure: In certain circumstances, you may request the deletion of your personal data. Note that where we are required to retain data for legal or regulatory reasons, we may not be able to fulfil an erasure request in full.
• Right to Restrict Processing: You may ask us to restrict how we process your data — for example, while a dispute about its accuracy is being resolved.
• Right to Data Portability: You may request that we provide your personal data in a structured, commonly used, machine-readable format so that it can be transferred to another service provider.
• Right to Object: You have the right to object to the processing of your personal data for direct marketing purposes at any time. You may opt out of marketing emails by using the unsubscribe link in any communication or by contacting our support team.
• Right to Withdraw Consent: Where we rely on your consent as the legal basis for processing, you may withdraw that consent at any time without affecting the lawfulness of processing carried out before withdrawal.

To exercise any of the above rights, please contact the mysurewin support team via the contact details provided at the end of this policy. We may need to verify your identity before processing your request to prevent unauthorised access to your data.

9. Minors & Age Restriction

mysurewin is strictly an adults-only platform. You must be 21 years of age or older to register an account or participate in any real-money gaming or betting activity on our platform. This applies to all users across Malaysia, including those in Kuala Lumpur, Penang, Johor Bahru, Petaling Jaya, and all other states and territories.

We do not knowingly collect personal data from individuals under the age of 21. If you are a parent or guardian and believe that a minor has created an account on mysurewin or provided us with personal information, please contact our support team immediately. We will investigate and, where confirmed, close the account and delete the associated data without delay.

As part of our KYC process, all new accounts are subject to age verification before any real-money activity is permitted. Providing false information about your age is a serious violation of our Terms & Conditions and may result in permanent account closure and forfeiture of any balance.

10. Changes to This Privacy Policy

mysurewin reserves the right to update or amend this Privacy Policy at any time to reflect changes in our practices, our services, or applicable legal requirements. When we make material changes, we will notify registered users by email and/or by placing a prominent notice on the mysurewin website.

The "Last Updated" date at the top of this page will always reflect the most recent revision. We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information. Your continued use of the mysurewin platform after any changes are posted constitutes your acceptance of the updated policy.

If a proposed change is significant and requires your active consent under applicable law, we will seek that consent before the change takes effect and will provide a clear summary of what has changed.

11. Contact Us

If you have any questions, concerns, or requests relating to this Privacy Policy or the way mysurewin handles your personal data, please do not hesitate to get in touch with our dedicated privacy team. Our support staff are available around the clock and can assist in English, Bahasa Melayu, and Mandarin Chinese.

You can reach us at:

• Email: [email protected] (plain text — not a clickable link)
• Live Chat: Available 24/7 via the mysurewin website
• Response Time: We aim to respond to all privacy-related requests within 3 business days

Please include your registered account username and a clear description of your request so we can assist you as efficiently as possible. For identity verification purposes, we may ask you to confirm certain account details before we can process your request.