Reference

Terms & Conditions that protect your account and your money

When you open an account with scratch cash, these terms set out how we keep your deposits secure, how withdrawals work through DANA, OVO, GoPay and QRIS, and…

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scratch cash Terms & Conditions that protect your account and your money
WE'RE HERE FOR YOU

How to reach us about your terms or account

Our support team handles questions about account rules, withdrawal holds, deposit reversals and any dispute around these terms.

Live chat Open the chat bubble in your lobby between 08:00–23:00 Indonesia time, seven days a…
Email support Email us at [email protected] with your account details and question.
Account settings Go to Settings > Account & Verification to view your account agreement, deposit history…
HOW WE HANDLE YOUR DATA

Security, privacy and your control over account terms

We keep your account information encrypted and never share your payment details with third parties.

Data encryption

All account data and payment information are encrypted using industry-standard TLS protocols.

Account verification

We verify your identity before your first withdrawal using your phone number and payment method.

Deposit & withdrawal logs

Every deposit via DANA, OVO, GoPay or QRIS and every withdrawal is logged in your account history with timestamp, amount…

Cookie & tracking terms

We use cookies to remember your login, track your play session and measure how you navigate the site.

Data retention

Account records, deposit history and verification documents are kept for seven years for compliance, then securely deleted.

Request your records

Email [email protected] with 'Data Request' as the subject.

Frequently asked questions about your account terms

Players in Jakarta, Surabaya and across Indonesia often ask about withdrawal holds, account closure, deposit refunds and what happens if they dispute a transaction. Below are answers to the questions we hear most often about how these terms work on scratch cash.

You can request account closure anytime through Settings > Account & Verification. We'll freeze new deposits immediately and process any pending withdrawals within two business days. Closed accounts cannot be reopened; if you return, you'll need to create a new account with fresh verification.

Withdrawals are held for up to 24 hours if your account is new or if your withdrawal amount is unusual compared to your recent play. We verify the withdrawal matches our fraud checks before it's released to your DANA, OVO, GoPay or QRIS account. Contact support for an update if the hold lasts longer.

Deposits become part of your playable wallet balance once received. We cannot reverse a deposit after you've logged in. If a deposit failed to credit and you were charged, contact support within 24 hours with your transaction ID and we'll investigate and reissue it if the error is ours.

These terms apply to all deposits and withdrawals via DANA, OVO, GoPay and QRIS. Each payment partner has their own terms; we recommend checking their policies for refunds or disputes outside of scratch cash.

First-time verification takes under two hours during support hours (08:00–23:00 Indonesia time). We check your phone number, payment method and account details against fraud records. If verification is delayed, check your email for any requests for additional documents.

These terms are fixed for all account holders. You cannot negotiate or remove individual clauses. You can, however, adjust your account settings — such as two-factor authentication, cookie preferences and email notifications — through your Settings menu.

If you dispute a deposit or withdrawal with DANA, OVO, GoPay or QRIS directly, notify scratch cash support immediately. We'll cooperate with the payment partner's investigation. Chargebacks may result in account suspension until the dispute is resolved.

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