Answers to your legal and account questions
Your deposit is transferred from your wallet to your hot jitu account balance. We hold your balance in a segregated account and it remains yours until you withdraw it or spend it on games. If you close your account, any remaining balance can be withdrawn according to our standard process.
Withdrawals to DANA, OVO and GoPay usually process within 1–5 minutes after verification. QRIS transfers depend on your bank; most complete within 10–15 minutes. We verify your identity and destination before releasing funds, which adds a few seconds to the timeline.
Your registered name cannot be changed after account creation — it must match your identity verification. You can add or update payment wallets (DANA, OVO, GoPay, QRIS) in your account settings. Changes take effect immediately for deposits; withdrawals require reverification of the new destination.
We retain active-account data for the duration of your membership. After closure, records are kept for 3 years for compliance and dispute resolution. You can request a data export anytime via live chat. Deletion requests after the 3-year retention period are reviewed on a case-by-case basis depending on local law.
Account terms and disputes are governed by the jurisdiction stated in our Terms of Service. Depends on local law whether certain features, payment methods or games are available to you. Your account access and eligibility depend on local law. Contact support if you have questions about your region.
Log into your account and open live chat, or email our support team immediately with details of the disputed transaction or activity. Include transaction IDs, dates and amounts. We investigate disputes within 5 business days and notify you of our findings via your registered email or Message Center.
Yes. Request a data export via your Message Center or live chat. We'll compile your registration details, deposit and withdrawal history, game activity log and communications. The export is typically delivered as a file within 14 days and available for download in your account.
