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castelototo Legal Terms for Indonesia and Local Access

We set out how account access, record handling, and request checks work for Indonesia so you know what happens before you open the account area.

Local law firstAccount change pathDANA / OVO / GoPay / QRIS
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castelototo castelototo Legal Terms for Indonesia and Local Access
CONTACT ROUTES

Where to Send Legal Requests

When your request is about access, records, or a change to the account name, we keep the contact path simple.

Live Chat Open Chat from your account menu when you need a legal check, a data request, or a change to your profile details. We log the thread and answer in order during 08:00-22:00 WIB.
Email Send a written request to [email protected] if you want a record of what you asked us to change. Include your account name, the item you want changed, and any matching document.
Account Form Use Profile > Help > Request Change on desktop, or Menu > Help on mobile, when you need to correct a name, contact detail, or account record. Attach the file we ask for and wait for our reply in the same thread.
DATA CONTROLS

How We Handle Your Records

We handle records with a narrow purpose: access control, payment trace checks, and request handling.

Data Use

We use profile details, device data, and payment records only to verify access, process account requests, and match DANA, OVO, GoPay, or QRIS entries to the correct profile. We do not use that data for unrelated purposes.

Cookies

Our session cookies keep you signed in while you move between pages. If you clear them in Chrome, Safari, or Firefox, you may need to enter your phone or password again on the next visit.

Account Security

On mobile, open Menu > Account > Security to change your password and check recent sign-ins. When a request looks sensitive, we may ask for OTP confirmation or an ID match before we act.

Retention

We keep support logs, payment traces, and change requests only for the time needed to settle disputes, complete account work, and meet legal duties. After that period, the record is archived or removed under our process.

Request Changes

If your name, phone, or payment holder detail changes, send the update through chat or the form with the matching document. We compare the new file against your existing account record before making the edit.

Contact Route

For access questions or a record export request, use live chat first, then email if you want a written trail. We keep the same thread attached to your case so you do not repeat details.

Questions About This Policy

These are the questions we hear most when you want to know what we store, why we ask for a check, and how to change your account record. If your case needs a manual pass, send it through chat or email and we will reply in the same thread. That keeps the process clear whether your request is about access, payment traces, or a profile update.

Access depends on local law and is available only where local law permits. If your region allows it, your account uses the same request, record, and security steps shown on this page.

We keep the details needed to verify access, process payment traces, and answer account requests. That usually includes profile data, support threads, and matching wallet records from DANA, OVO, GoPay, or QRIS.

Send the change request through live chat or the account form, then attach the document that matches the new detail. We compare it with your current record before we update anything.

Yes, when a request affects the account name, phone number, or payout trail, we may ask for an ID match or OTP check. That helps us keep the record tied to the right account holder.

Use live chat for fast routing, email for a written trail, or the help form inside your account. Each path keeps the thread together so your request does not get split.

We keep them only as long as needed for dispute handling, account work, and legal duties. After that, the record is archived or removed under our retention process.

We may pause the request until the profile name and wallet name line up, or until you send the supporting document we ask for. That keeps the account record accurate before any edit.

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