Privacy Policy duel21 – Your Information Security

Duel21 ("we", "Platform") takes your privacy seriously. As an online betting platform operating in Malaysia, we understand that your trust in us depends not only on the quality of the games and services we provide, but also on how responsibly we manage your personal information.

This Privacy Policy clearly explains what information we collect from you, why we collect it, how it is used, and the steps we take to keep your data safe. We have written this policy in plain, easy-to-understand language because we believe every member has the right to know what happens with their information.

This policy applies to all duel21 channels including the official website, Android and iOS mobile apps, and any communications you have with our support team. This policy should be read together with Terms and Conditions us, which constitutes the entire agreement between you and duel21.

We collect information from you through several means — whether information you provide directly during registration, information collected automatically through your use of the platform, or information we receive from trusted third parties.

For identity verification (KYC) purposes, we may request copies of identity documents such as a national ID, passport, or driving licence, along with supporting documents such as bank statements or utility bills as proof of address. This KYC process is a mandatory industry-standard requirement to ensure platform security and compliance with anti-money laundering laws.

Every piece of information we collect has a clear and legitimate purpose. Below is a complete list of the purposes for which duel21 uses your personal data:

• Account Management: Creating and managing your account, processing registration and enabling you to log in to the platform securely.
• Identity Verification (KYC): Verifying your identity to comply with legal requirements and to prevent money laundering, terrorism financing and fraud.
• Transaction Processing: Processing deposits, withdrawals and any other financial transactions you carry out on our platform safely and efficiently.
• Service Provision: Enabling you to access all games, promotions, VIP programmes and platform features you are entitled to enjoy as a member.
• Customer Support: Responding to enquiries, resolving complaints and providing the technical assistance you need through our various support channels.
• Platform Security: Detecting and preventing fraud, money laundering, multiple account usage and any suspicious or unlawful activity.
• Responsible Gaming: Monitoring gameplay patterns to identify members who may need support related to problem gambling and providing appropriate assistance.
• Marketing Communications: Sending promotional information, bonus offers and platform updates — but only to members who have consented to receive such communications.
• Service Improvement: Analysing aggregated and anonymised usage data to understand user needs and improve the overall platform experience.
• Legal Compliance: Complying with any legal obligations, court orders or requests from relevant authorities.

Duel21 does not sell, rent, or transfer your personal data to third parties for their own marketing purposes. However, in the course of running our business, there are certain situations where we may need to share your information with the following parties:

• Payment Providers: Transaction information is shared with payment providers and partner banks to process your deposits and withdrawals. All such providers are bound by strict data protection agreements.
• Game Providers: Minimum technical information required is shared with game software providers to enable you to access games on our platform.
• KYC Service Providers: Identity verification documents are shared with accredited KYC partners to facilitate a more efficient and secure verification process.
• Legal Authority: duel21 will disclose the necessary information to government authorities, law enforcement, or regulatory bodies when required by law or court order.
• Technical Infrastructure Providers: Cloud service and infrastructure providers that support our platform's operations may have limited access to data strictly within technical requirements only.

All third parties with whom we share data are required to comply with security and confidentiality standards equal to or higher than our own. We conduct regular reviews of all our data partners to ensure ongoing compliance.

Duel21 uses cookies and similar tracking technologies to enhance your experience on our platform, maintain login session security, and collect analytics data that helps us understand how the platform is used.

The types of cookies we use are as follows:

• Essential Cookies: Required for core platform operations including login authentication and session security. These cookies cannot be disabled without affecting the basic functionality of the website.
• Performance Cookies: Collecting information about how visitors use our platform — for example, the most frequently visited pages and error messages received. All data is collected anonymously.
• Functional Cookies: Allowing the platform to remember your preferences such as language, region and display settings to deliver a more personalised experience.
• Analytics Cookies: Used to understand aggregate user behaviour for the purpose of improving our products and services.

You can manage cookie settings through your browser preferences. However, disabling essential cookies may affect your ability to log in and use certain platform features properly.

Protecting your personal data from unauthorised access, loss, misuse and disclosure is duel21's foremost priority. We implement a comprehensive range of technical and organisational security measures to ensure your data is always protected.

• End-to-end encryption using 256-bit SSL/TLS for all communications between the platform and users.
• Encryption at rest for all sensitive data stored in our databases.
• Role-based access controls ensure that only authorised staff can access your personal data.
• Continuous 24/7 system security monitoring with automated intrusion detection.
• Penetration testing and regular security audits by qualified, independent third parties.
• Two-factor authentication (2FA) is available for all member accounts to add an extra layer of security.
• Clear incident response procedures to address any security breaches swiftly and effectively.

As a duel21 member, you have certain rights regarding your personal data. We fully respect these rights and provide easy channels for you to exercise them:

To exercise any of the above rights, please contact the duel21 support team via Live Chat or email at [email protected]. We will process your request within 30 business days. Please note that certain rights may not apply in specific situations, such as when data retention is required for legal compliance purposes.

Duel21 retains your personal data only for as long as necessary for the purposes stated in this policy, or as required by applicable law. The following are our data retention guidelines:

• Active Account Data: Retained for the duration of your active membership plus the period required after account closure for audit purposes.
• Financial Transaction Records: Retained for a minimum of 7 years in accordance with Malaysia's anti-money laundering legal requirements.
• KYC Documents: Retained for 5 years from the date of verification or from account closure, whichever is later, as required by law.
• Communication Logs: Customer support records and related communications are retained for 3 years for dispute resolution purposes.
• Technical & Analytics Data: System logs and anonymised analytics data are retained for 12 months before being deleted or fully anonymised.

When your personal data is no longer required and there is no legal obligation to retain it, we will securely delete or anonymise it using industry-approved methods.

The duel21 platform is strictly for individuals aged 18 and above. We do not knowingly collect or process personal data from individuals under the age of 18.

Should we discover that we have collected personal data from a minor without valid parental or guardian consent, we will take immediate steps to delete that information from our records and close the associated account.

Duel21 reserves the right to amend this Privacy Policy at any time to reflect changes in our privacy practices, updated legal requirements, or changes to the services we offer. The "Updated" date at the top of this page indicates the date of the most recent revision.

For changes that are material and significantly affect how we process your personal data, we will provide clear notice via email to your registered address or through a prominent notification on our platform at least 14 days before the changes take effect.

Your continued use of the duel21 platform after the effective date of any changes will be deemed as your acceptance of the updated Privacy Policy. It is your responsibility to review this page periodically.

If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your personal data, we encourage you to reach out to us through the following channels:

• Live Chat: The fastest channel — our support team is available 24/7 via the Live Chat button on the platform.
• Email: Send your written enquiry to [email protected]. We aim to respond within 24 to 48 business hours.
• Help Centre: Visit page FAQ us for instant answers to the most frequently asked questions about privacy and account security.

We are committed to addressing all privacy-related inquiries seriously and within a reasonable timeframe. Your security and trust are our top priority.