Mama24 Privacy Policy – Member Personal Data Protection

Mama24 Full Privacy Policy

This Privacy Policy describes mama24's data collection and management practices for all members and visitors using our platform, whether via website or mobile app. By registering an account or continuing to use the mama24 platform, you agree to the terms set out in this policy.

This policy forms part of our broader data protection framework, aligned with recognized data protection principles. mama24 reserves the right to update this policy from time to time; any significant changes will be communicated to members via email or in-platform notification.

1 Information We Collect

Mama24 collects various types of information to provide a secure, seamless, and personalised service to every member. The information collected falls into two main categories:

Information you provide directly:

• Full name, date of birth, and identification card number for the identity verification (KYC) process.
• Email address, phone number, and residential address provided during account registration.
• Bank account or e-wallet details for processing deposits and withdrawals.
• Supporting documents such as copies of identity cards or bank statements when requested for verification purposes.
• Any information you share during a Live Chat session with our customer support team.

Information collected automatically:

• IP address, device type, operating system, and web browser version used.
• In-platform activity data including games played, wagering amounts, and transaction history.
• General location information based on IP address for security and compliance purposes.
• Cookies and similar tracking technologies to enhance the user experience.
• Access timestamps, pages visited, and actions taken within the platform.

2 How We Use Your Information

Every piece of information we collect is used for clear and legitimate purposes. Below are the primary ways mama24 uses your personal data:

Purpose of Use	Data Type	Legal Basis
Identity verification & KYC	Name, IC, supporting documents	Legal obligation
Deposit & withdrawal processing	Bank details, transaction records	Contractual obligation
Account security & fraud prevention	IP, activity logs, device data	Legitimate interest
Customer support	Email, conversation records	Contractual obligation
Platform improvement	Usage data, cookies	Legitimate interest
Promotional communications & offers	Email, phone number	Your consent
Responsible gaming	Gaming activity history	Legitimate interest & legal

Mama24 will not use your data for any purposes beyond those stated above without first obtaining your renewed consent. We also do not engage in any automated profiling activities that could have a significant impact on your rights as a member.

3 Data Sharing and Disclosure

Mama24 takes a strict approach to disclosing members' personal data to third parties. As a matter of principle, we do not sell or rent your data. However, there are limited situations where data sharing may occur:

• Payment service providers: Transaction details are shared with payment providers (such as FPX, Touch 'n Go, DuitNow) to securely process your deposits and withdrawals.
• Technical service providers: Vendors who help us manage platform infrastructure, cloud services, and cybersecurity systems — all bound by strict confidentiality agreements.
• Regulatory authorities: When required by law or a valid court order, we may need to disclose certain information to the relevant authorities.
• Fraud prevention: In situations where there is reasonable suspicion of illegal activity or fraud, relevant information may be shared with the appropriate investigative bodies.

In all data-sharing arrangements, mama24 ensures that the receiving party upholds data protection standards equal to or higher than our own.

4 Data Security and Encryption

The security of your personal data is mama24's highest priority. We implement multiple layers of technical and organizational safeguards to ensure your information is always protected:

• 256-bit SSL encryption for all data communications between your device and mama24 servers.
• AES-256 encryption for all sensitive data stored in our database.
• Two-factor authentication (2FA) for access to member accounts and internal administration systems.
• Round-the-clock security monitoring with an active intrusion detection system (IDS).
• Regular security audits by independent third parties to identify and address any vulnerabilities.
• Strict access controls — only authorized staff may access member personal data, and all such access is comprehensively logged.

5 Use of Cookies and Tracking Technologies

Mama24 uses cookies and similar technologies to enhance your experience on our platform. Cookies are small text files stored on your device when you visit our website. The following are the types of cookies we use:

• Essential Cookies: Required for core platform functions such as login, session security, and identity verification. These cookies cannot be disabled.
• Performance Cookies: Collects information on how you use the platform to help us improve the overall user experience.
• Functional Cookies: Saves your preferences such as language, display settings, and game choices so you do not need to reconfigure them each time.
• Analytics Cookies: Helps us understand aggregated, anonymised platform usage patterns for continuous improvement.

You can manage your cookie settings through your web browser at any time. However, disabling certain cookies may affect the functionality of some platform features.

6 Data Retention Period

Mama24 only retains your personal data for as long as necessary to fulfil the purposes stated in this policy, or as required by applicable law. Our general data retention guidelines are as follows:

• Active account data is retained for the duration your account remains active, plus 7 years after account closure for legal compliance purposes.
• Financial transaction records are retained for a minimum of 7 years in accordance with accounting and anti-money laundering legal requirements.
• KYC documents are retained for 5 years from the date of verification or account closure, whichever is later.
• Customer support communication logs are retained for 2 years for reference and service improvement purposes.
• Anonymized analytics data may be retained for a longer period for platform research purposes.

Once the retention period has ended, your data will be securely deleted or anonymised using methods that ensure it cannot be recovered.

7 Your Rights as a Member

As a mama24 member, you have certain rights regarding your personal data. mama24 is committed to making it easy and transparent for you to exercise these rights:

8 Cross-Border Data Transfers

In the course of operating the platform, some of your personal data may be processed or stored outside Malaysia. Where this occurs, mama24 ensures adequate safeguards are in place, including recognized data transfer agreements and compliance with equivalent data protection standards by recipients in other countries.

All third-party service providers that receive data from Malaysia users are bound by strict data protection terms within their contractual agreements with mama24.

9 Children and Minor Protection

The mama24 platform is strictly for individuals aged 18 and above. We do not knowingly collect or process personal data from anyone under the age of 18. Should we discover that data belonging to an underage user has been collected, the account in question will be terminated immediately and all related data will be deleted.

10 Contact Us About Privacy

If you have any questions, concerns, or complaints regarding our privacy policy or how we handle your personal data, the mama24 data protection team is here to help. You may contact us via:

• Live Chat: The fastest method — available 24/7 in the mama24 app and website.
• Email: [email protected] — we aim to respond within 2 business days.

Mama24 takes every privacy-related complaint seriously and will endeavour to resolve it within a reasonable timeframe. If you are not satisfied with our response, you have the right to escalate the matter to the relevant data protection authority.