surewin — Your Privacy Policy & Data Protection

Welcome to the surewin Privacy Policy. surewin is operated by a licensed entity committed to protecting the privacy of all platform users, including website visitors and registered members in Malaysia and worldwide.

This Privacy Policy describes our practices regarding the collection, use, disclosure and protection of your personal information when you use the surewin platform — whether through our official website, mobile app or any of our other service channels.

As a platform that values member trust, we continually strive to ensure this Privacy Policy is easy to understand, transparent, and accurately reflects how we handle your data. If you ever have questions or concerns about privacy, our support team is available 24 hours a day, 7 days a week.

Surewin collects various types of information depending on how you interact with our platform. Below is an overview of the data we collect:

A. Data You Provide Directly

• Registration Information: Full name, date of birth, email address, mobile number, and password.
• KYC Information: A copy of your identity document (MyKad or passport), proof of address, and any additional information required for identity verification.
• Financial Information: Bank account number, bank name, and payment details required to process deposits and fund withdrawals.
• Communication: Any messages, complaints, feedback, or requests you submit to our support team.

B. Automatically Collected Data

• Technical Data: IP address, browser type, operating system, screen resolution and device information.
• Usage Data: Pages visited, session duration, actions taken within the platform and game preferences.
• Transaction Data: Deposit history, withdrawals, wagering activity, and other financial transactions on your account.
• Location Data: General location information based on IP address for compliance and security purposes.

C. Data from Third-Party Sources

In certain cases, we may receive information about you from trusted sources such as digital identity verification providers, licensed payment providers and relevant regulatory bodies — solely for verification and legal compliance purposes.

Surewin uses your personal data for legitimate and specific purposes only. We do not use your data for any purpose beyond what is stated below:

Account Management & Services

Your data is used to create and manage your account, process financial transactions quickly and securely, verify your identity during the KYC process, and ensure you can enjoy all platform features seamlessly — including Slot Games, Live Casino, Sports Betting and Bingo.

Security & Fraud Prevention

The security of our platform and your account is our top priority. Technical and usage data is continuously analysed to detect suspicious activity, prevent unauthorised access, and protect the platform against all forms of fraud or abuse. This includes the use of real-time threat detection systems that operate around the clock.

Legal & Regulatory Compliance

As a licensed platform, surewin is required to comply with applicable legal and regulatory obligations, including Anti-Money Laundering (AML) and Know Your Customer (KYC) requirements. Your data may be used or disclosed to the relevant authorities when required by law.

Communication & Customer Support

We use your contact information to send important account notifications, inform you about promotions and exclusive offers (if you have opted in to receive marketing communications), and respond to your enquiries and complaints through our support channels.

Product Improvement & User Experience

Non-personally identifiable usage data is used to understand how members interact with our platform, so we can continuously improve the user experience, introduce relevant new features and keep surewin as the top choice for Malaysian players.

Surewin does not sell or rent your personal information to any party. However, under certain limited circumstances, we may share your data with the following parties:

Trusted Service Providers

We work with carefully selected third parties to support our platform operations — including licensed payment processors, KYC verification providers, secure cloud infrastructure operators, and gaming software providers. All third parties are bound by strict confidentiality agreements and are only permitted to use your data for purposes specified by surewin.

Legal Requirements

Surewin may disclose your personal data to government authorities, law enforcement, or regulatory bodies when required to do so by law, court order, or valid legal process. We will endeavour to notify you of any such disclosure unless prohibited by law.

Business Transfer

In the event of a merger, acquisition, or sale of business assets, user data may be transferred as part of that transaction. In such cases, we will notify you in advance and ensure your privacy protections remain in place.

Protecting your data from unauthorised access, use, or disclosure is a responsibility we take very seriously. surewin implements multiple layers of technical and organisational security controls to safeguard your personal information:

• Data Encryption in Transit: All communications between your device and surewin servers are secured by TLS 1.3 with AES-256-bit encryption, ensuring your data cannot be intercepted in transit.
• Data Encryption at Rest: Sensitive data stored in our databases, including financial information and KYC documents, is encrypted using strong encryption algorithms.
• Internal Access Controls: Access to members' personal data within our organisation is restricted to staff who genuinely require it to perform their duties, in accordance with the principle of least privilege.
• Continuous Security Monitoring: Our systems are monitored around the clock, 24 hours a day, by an experienced cybersecurity team to detect and respond to any threats.
• Regular Security Assessments: surewin conducts regular security assessments and penetration testing to identify and address any vulnerabilities before they can be exploited.
• Two-Factor Authentication (2FA): We offer and encourage the use of two-factor authentication for all member accounts as an additional layer of security.

While we apply the highest industry-standard security measures, no system can be guaranteed 100% secure. You also play an important role in protecting your account — always use a strong password, never share your login credentials, and contact us immediately if you suspect any suspicious activity.

Surewin uses cookies and similar tracking technologies to enhance your experience on our platform, understand how users interact with our website, and ensure certain features function correctly.

Types of Cookies We Use

• Essential Cookies: Required for core platform functions such as login sessions, language preferences and security. These cookies cannot be disabled without affecting platform functionality.
• Performance Cookies: Helps us understand how visitors use our website through aggregated, non-personally identifiable information, so we can continuously improve our platform.
• Functional Cookies: Allows the platform to remember your preferences such as language and display settings, providing a more personalised experience.
• Analytics Cookies: Used by our internal analytics tools to analyse usage trends, identify technical issues and optimise platform performance.

Cookie Management

You can control and manage cookies through your browser settings. Please note that disabling certain cookies may affect platform functionality. For popular browsers, refer to their respective help guides for cookie management instructions.

As a surewin member, you have certain rights regarding your personal data that we fully respect. Here is a summary of your rights:

• Right of Access: You have the right to request a copy of the personal data we hold about you, including details of how and why we use it.
• Right to Rectification: If any data we hold is inaccurate or incomplete, you have the right to request an immediate correction.
• Right to Erasure: Under certain circumstances, you have the right to request deletion of your personal data — subject to our legal obligations to retain specific data.
• Right to Restrict Processing: You may request that we restrict the processing of your data under certain circumstances, such as when you are disputing the accuracy of that data.
• Right to Object: You have the right to object to the use of your data for direct marketing purposes at any time, and we will honour your choice.
• Right to Data Portability: You have the right to receive your personal data in a machine-readable format for the purpose of transferring it to another service provider.

To exercise any of the above rights, please contact the surewin customer support team via in-platform live chat. We will process your request within a reasonable timeframe and keep you informed of the outcome.

The surewin platform is strictly for individuals aged 18 and above. We do not knowingly collect any personal information from children under the age of 18.

If we discover that we have collected personal data from someone under the age of 18, we will take immediate steps to delete that data and close the account in question. If you believe your child or someone underage has registered on our platform, please contact us immediately.

Surewin employs multiple technical and procedural mechanisms to prevent registration and access by individuals under the age of 18, including age verification during registration and throughout the KYC process.

Surewin retains your personal data only for as long as necessary to fulfil the purposes outlined in this Privacy Policy, or as required by applicable laws and regulations.

General Retention Period

• Active Account Data: Retained for the duration your account is active and for a reasonable period after account closure.
• Financial Transaction Records: Retained for a minimum of 5 years after a transaction is made, in line with AML legal requirements and financial reporting obligations.
• KYC Documents: Retained for the period required by the licensed authority, typically no less than 5 years after the business relationship ends.
• Security Logs: Retained for 12 months for security investigation and audit purposes.
• Support Communication Data: Retained for 2 years after the last interaction for reference and service improvement purposes.

When data is no longer needed and there is no legal obligation to retain it, surewin will securely delete or anonymise it using industry-accepted methods.

Surewin reserves the right to update or amend this Privacy Policy at any time to reflect changes in our business practices, new legal requirements, or improvements in how we protect your data.

We will notify members of any material changes to this Privacy Policy via registered email or a prominent in-platform notification before the changes take effect. The "Updated" date at the top of this document will always reflect the most recent revision.

Your continued use of the surewin platform after any changes are published constitutes your acceptance of the updated Privacy Policy. We encourage you to review this page periodically to stay informed about how we protect your data.

If you have any questions, concerns, or complaints regarding this Privacy Policy or how we handle your personal data, we welcome you to contact us.

The surewin Privacy & Data Protection Team can be reached via:

• Live Chat: 24/7 in-platform customer support on surewin — the fastest way to get a response.
• Official Email: [email protected] — for more detailed written enquiries.

We are committed to responding to all privacy-related enquiries within 3 business days. For more serious complaints or data rights requests, we may require up to 30 days to complete the necessary action, depending on the complexity of the request.