Mama24 Privacy Policy — Your Personal Data Protection

Mama24 collects your personal information through several channels when you use our platform. The type of information collected depends on how you interact with our services:

Information you provide directly:

• Registration information: Full name, date of birth, gender, email address, phone number and password when you open a new account.
• KYC verification documents: Copies of identity cards, passports, bank statements, or address verification documents requested for compliance purposes.
• Financial information: Bank account details, debit/credit card numbers, and e-wallet information used for deposits and withdrawals. All this information is processed through encrypted payment channels and is not stored in plain format.
• Support communications: Any messages, enquiries, or complaints you submit to the mama24 customer support team via Live Chat, email, or other communication channels provided.

Information collected automatically:

• Technical data: IP address, browser type and version, operating system, screen resolution, and device identifiers.
• Usage data: Pages visited, session duration, games played, access times and frequency, and navigation patterns within the platform.
• Transaction data: A complete record of all deposits, withdrawals, wagering, and wins occurring in your account.
• Location data: Approximate geographic location based on your IP address, used for security verification and jurisdictional compliance purposes.

Data types and purpose of collection:

Every piece of information we collect is used solely for legitimate and clearly stated purposes. mama24 uses your personal data for the following purposes:

• Service provision: Managing your account, processing deposits and withdrawals, activating games and ensuring a smooth gaming experience across the platform.
• Identity verification and compliance: Conducting mandatory KYC processes, verifying player age, preventing money laundering (AML) and meeting all applicable legal compliance requirements.
• Security and fraud prevention: Identifying and blocking suspicious activity, verifying logins from new locations or devices, and protecting the platform's integrity against misuse.
• Customer support: Responding to enquiries, resolving technical issues, processing complaints and maintaining communication records for service quality purposes.
• Account-related communications: Sending important notifications about your account, security updates, transaction confirmations and policy changes that affect you.
• Platform improvements: Analysing usage patterns to improve platform performance, enhance the user interface and develop new features that meet the needs of Malaysian players.
• Responsible gaming: Monitoring gameplay patterns to identify signs of problem gambling and recommending appropriate protection tools when needed.
• Marketing (with consent): Sending promotional offers, bonuses and the latest updates on new games — only to players who have given consent to receive marketing communications.

Mama24 does not sell, rent, or trade your personal information to any third party for commercial purposes. However, in the course of operating the platform, we may share your information with certain parties under limited and controlled circumstances:

• Payment service providers: Transaction information is shared with authorised payment processors such as banks, FPX providers, DuitNow and e-wallet operators solely for deposit and withdrawal processing purposes.
• Game providers: Required game session data is shared with licensed game providers (Pragmatic Play, PG Soft, Evolution, and others) to ensure game continuity and the resolution of technical disputes.
• Analytics providers: Anonymized, non-personally identifiable usage data is shared with analytics platforms to help us understand usage patterns and improve our services.
• Authorities and enforcement agencies: We will disclose required information to lawful authorities when mandated by Malaysian law, court order, or official investigations related to illegal activities.
• Professional advisors: Lawyers, accountants and auditors bound by professional confidentiality obligations may access certain information within the scope of their work for mama24.

Every third party we work with is bound by strict data confidentiality agreements and is only permitted to use your information for the specific purposes agreed upon with mama24.

Mama24 uses cookies and similar tracking technologies to enhance your experience, ensure account security, and understand how our platform is used. Below are the types of cookies we use:

• Essential Cookies: Required for core platform operations including login session management, account security, and transaction processing. These cookies cannot be disabled as the platform will not function properly without them.
• Performance Cookies: Collecting information on how you use the platform — most frequently visited pages, error messages received and overall performance. This data is used to improve platform functionality.
• Functional Cookies: Enabling the platform to remember your preferences such as interface language, display settings and saved login details (if you select "Remember Me").
• Analytics Cookies: Used alongside analytics tools to help us understand user behaviour on an aggregated, non-personal basis. This information helps us make data-driven decisions for platform improvements.

You can manage cookie settings through your internet browser at any time. Disabling certain cookies may affect the functionality of some parts of the platform. For detailed guidance on managing cookies in popular browsers, refer to your browser's official documentation.

Mama24 continually invests in security infrastructure to ensure your personal data remains protected at all times. The security measures we implement include:

• 256-bit SSL encryption: All communications between your device and mama24's servers are encrypted using the latest TLS protocol, rendering any data interception attempts meaningless.
• Secure password storage: Your password is never stored in plain text. We use a one-way hashing algorithm with a unique salt for each account.
• Two-factor authentication (2FA): An additional security layer is available for all accounts via OTP codes sent to your registered phone number or email address.
• 24/7 security monitoring: Our threat detection system operates around the clock to identify and block suspicious activity before it affects your account.
• Internal access controls: Only mama24 staff who require access to specific data to carry out their authorised duties are permitted to do so. All access is logged and audited regularly.
• Regular penetration testing: We conduct regular independent penetration testing to identify and patch any vulnerabilities before they can be exploited.
• Incident response plan: In the event of a data breach, mama24 has a comprehensive incident response procedure to contain the damage, notify affected parties, and report to the relevant authorities within the timeframe required by law.

Mama24 retains your personal information only for as long as necessary to fulfil the purpose for which it was collected, or as required by Malaysian law. Our data retention policy is as follows:

• Active account data: Retained for the duration your account is active and for a specified period after account closure to allow for the resolution of any outstanding issues.
• Financial transaction records: Retained for a minimum of seven (7) years from the transaction date in accordance with Malaysia's accounting and AML compliance requirements.
• KYC documents: Retained for five (5) years after the business relationship ends, or longer if required by the relevant authorities.
• Support communication logs: Retained for three (3) years for reference and dispute resolution purposes.
• Analytics data: Anonymized, non-personally identifiable usage data is retained for a longer period for long-term analytics purposes.

Once the retention period expires, your data will be securely deleted or anonymised. You may request early deletion in certain cases, subject to applicable legal requirements.

As a data subject, you have certain rights regarding the personal information we hold about you. mama24 respects and facilitates the exercise of these rights:

The mama24 platform is strictly for individuals aged 18 and above. We do not knowingly collect, process, or store any personal information from individuals under the age of 18.

All new account applicants are required to verify their age during registration, and our KYC process is designed to detect any registration attempts by underage individuals. Should we find that a minor's information has been collected without our knowledge, we will immediately take the following steps:

• Immediately suspending the related account while an investigation is conducted.
• Permanently deleting all information associated with that account.
• Refunding any deposits made to the original payment method.
• Reporting the incident to the relevant authorities where required.

Mama24 reserves the right to update or amend this Privacy Policy at any time to reflect changes in our practices, new legal requirements, or service improvements. Whenever an amendment is made, we will:

• Updating the "Last Updated" date at the top of this page.
• Publishing a prominent notice on the platform's home page for at least seven (7) days after the amendment takes effect.
• Sending email notifications to all registered members if the amendment involves significant changes to how we handle your personal data.
• In the case of significant amendments, we may ask you to re-confirm your consent before continuing to use the platform.

We encourage you to review this Privacy Policy periodically. Your continued use of the mama24 platform after any amendments take effect will be considered your acceptance of those changes.

If you have any questions, concerns, or complaints regarding this Privacy Policy or how we handle your personal data, please contact us through the following channels:

Our Data Protection Officer (DPO) team will review your enquiry and respond within 30 working days from the date of receipt. For urgent cases involving suspected data leaks or security breaches, we will prioritise a response within 72 hours.