SurgaVIP Privacy Policy for Malaysian Players

01 Introduction and Scope

This Privacy Policy applies to personal information processed through the SurgaVIP website, player accounts, casino and sports betting services, promotions, loyalty features, payment activity, security systems, and customer support channels. It covers registered members, website visitors, prospective users, and people who communicate with SurgaVIP.

“Personal information” means information that identifies an individual or can reasonably be linked to an identifiable individual. “Processing” includes collecting, recording, organising, storing, reviewing, using, transferring, restricting, deleting, or otherwise handling such information.

SurgaVIP targets adult users aged 21 and above. The platform is not intended for children or underage users, and SurgaVIP does not knowingly permit an underage person to maintain a gambling account.

02 Information We Collect

SurgaVIP may collect information directly from you when you register, verify an account, make a transaction, claim a promotion, set a responsible gambling limit, or contact support. The categories collected depend on how you use SurgaVIP and which verification steps are necessary.

• Identity information: full name, date of birth, nationality, identification details, and verification images where required.
• Contact information: email address, residential address, and telephone number provided for account administration.
• Account information: username, encrypted authentication credentials, preferences, account status, VIP tier, and security settings.
• Financial information: deposit and withdrawal history, transaction references, payment method details, and proof of payment ownership.
• Gaming information: casino activity, sports bets, Mix Parlay selections, bonuses, winnings, losses, limits, and session history.
• Technical information: IP address, browser type, device information, operating system, login time, referral data, and security logs.
• Communication records: messages, complaints, account requests, and records of interactions with SurgaVIP support.

SurgaVIP may also generate risk indicators and account insights from transaction, device, and gaming information to protect the platform, identify fraud, support responsible gambling measures, and meet applicable licensing obligations.

03 How Information Is Collected

Information is collected when you provide it to SurgaVIP, when your device interacts with the website, and when transactions or wagers are recorded. For example, a deposit through DuitNow, FPX, Touch 'n Go eWallet, Boost, GrabPay, Maybank, CIMB, Public Bank, or Hong Leong Bank may create a transaction record containing the amount, time, status, and payment reference.

SurgaVIP may receive limited information from payment processors, identity-verification providers, game suppliers, fraud-prevention services, or other organisations supporting the platform. Information received from service providers is handled for the purposes described in this policy and subject to appropriate contractual or operational controls.

Technical records may be collected automatically when you visit SurgaVIP. These records assist with account security, website performance, troubleshooting, fraud prevention, and understanding how users interact with platform features.

04 Purposes of Data Processing

SurgaVIP processes personal information where it is necessary to provide requested services, administer the player agreement, protect legitimate operational interests, meet applicable obligations, or act with your consent where consent is required.

SurgaVIP may use personal information to:

• create, maintain, secure, and close player accounts;
• verify identity, age, payment ownership, and account eligibility;
• process deposits, withdrawals, refunds, bonuses, and loyalty rewards;
• record and settle casino games, live dealer play, EPL bets, Liga Super Malaysia markets, UFC wagers, and other gaming activity;
• detect duplicate accounts, payment abuse, collusion, fraud, money laundering risks, and unauthorised access;
• provide support, investigate complaints, and resolve account disputes;
• operate deposit limits, cooling-off periods, self-exclusion, and responsible gambling interventions;
• improve website stability, mobile performance, game selection, and customer experience;
• send service notices, security alerts, policy updates, and permitted promotional communications.

SurgaVIP does not sell personal information as a commodity. Information is not used for unrelated purposes without an appropriate basis or updated notice where required.

05 Age and Identity Verification

SurgaVIP is available only to players aged 21 and above. To confirm eligibility and protect the platform, SurgaVIP may request identity documents, proof of address, payment ownership evidence, a photograph, or other reasonable verification materials.

Verification information may be compared with account details and reviewed using specialist service providers. SurgaVIP may restrict deposits, gameplay, bonuses, or withdrawals while verification remains incomplete or where information appears inconsistent.

If SurgaVIP discovers or reasonably suspects that an account belongs to an underage person, the account may be suspended immediately while the matter is investigated. Users must not submit another person's documents or allow another person to use their verified account.

06 Payments and Financial Records

SurgaVIP records payment information needed to confirm deposits and withdrawals in MYR or supported digital assets. Depending on the payment method, SurgaVIP may process account-holder names, masked card details, bank references, e-wallet identifiers, cryptocurrency transaction records, and verification documents.

Complete card security codes and online banking passwords should never be sent to SurgaVIP support. Payment providers process certain information under their own operational controls. SurgaVIP receives only the information needed to confirm, reconcile, investigate, or refund a transaction.

Financial and account records may be retained after account closure where necessary for fraud prevention, dispute resolution, transaction reconciliation, licensing obligations, or other applicable legal requirements.

07 Cookies and Similar Technologies

SurgaVIP may use cookies, local storage, session identifiers, and similar technologies to keep users signed in, remember preferences, protect accounts, measure performance, and maintain website functionality. Some technologies are essential because the platform cannot operate securely without them.

Analytics-related technologies may help SurgaVIP understand page performance, navigation patterns, device categories, and technical errors. The resulting information is used to improve services for Malaysian users accessing SurgaVIP from Kuala Lumpur, Penang, Johor Bahru, Petaling Jaya, Shah Alam, and other locations.

Browser settings may allow users to block or delete cookies. However, disabling essential cookies may prevent login, payment confirmation, preference storage, or other SurgaVIP features from working correctly.

08 Disclosure to Service Providers

SurgaVIP may disclose limited personal information to trusted providers that support payment processing, identity verification, game delivery, hosting, cybersecurity, customer support, analytics, fraud prevention, and responsible gambling controls. Providers receive only the information reasonably needed to perform their assigned function.

Information may also be disclosed where required by a valid legal request, international licensing obligation, investigation, dispute process, or necessity to protect the rights, safety, property, and security of SurgaVIP, its users, or another person.

SurgaVIP does not claim regulation or approval by any Malaysian government authority. If information must be disclosed under applicable law or a valid process, SurgaVIP will assess the request and limit disclosure where reasonably possible.

09 International Data Transfers

Because SurgaVIP operates through international online gaming infrastructure, personal information may be processed or stored outside Malaysia. Service providers, hosting facilities, game suppliers, payment partners, and compliance teams may operate in different jurisdictions.

Privacy and data protection rules vary between countries. Where information is transferred internationally, SurgaVIP seeks to use contractual safeguards, access restrictions, security controls, and provider assessments appropriate to the nature of the information and service.

By using SurgaVIP, users acknowledge that international processing may be necessary to deliver casino games, sports betting, payments, security monitoring, account verification, and customer support.

10 Data Security

SurgaVIP applies administrative, technical, and organisational measures intended to protect personal information against unauthorised access, alteration, disclosure, destruction, or accidental loss. Measures may include encrypted network connections, controlled access, authentication protections, monitoring, backups, and staff confidentiality requirements.

No online system can guarantee absolute security. Users also play an important role by selecting a strong password, keeping login and verification codes private, securing their devices, and reporting suspicious activity promptly.

If SurgaVIP identifies a personal-data incident, it will investigate, contain the issue where possible, assess the likely impact, and provide notices or take other action where required by applicable obligations.

11 Data Retention

SurgaVIP retains personal information only for as long as reasonably necessary for the purposes described in this policy. Retention periods vary according to the data category, account status, transaction history, dispute risk, security needs, and applicable licensing or legal requirements.

Account, identity, payment, wager, responsible gambling, and complaint records may need to remain available after an account has closed. This supports transaction reconciliation, fraud prevention, self-exclusion enforcement, legal claims, audit requirements, and regulatory cooperation where applicable.

When information is no longer reasonably required, SurgaVIP may securely delete it, anonymise it, or restrict it from routine use. Anonymised information that can no longer identify a person may be retained for statistical and service-improvement purposes.

12 Marketing Preferences

SurgaVIP may send permitted information about casino games, sports markets, bonuses, loyalty benefits, or platform updates using the contact details associated with an eligible account. Marketing preferences may be adjusted through available account settings or by contacting SurgaVIP support.

Opting out of marketing does not prevent SurgaVIP from sending essential service messages, such as security alerts, account notices, transaction updates, responsible gambling communications, or material changes to policies.

SurgaVIP does not knowingly direct gambling marketing to people under 21, self-excluded players, or users who should not receive such communications under applicable controls.

13 Your Privacy Rights

Depending on applicable law and the circumstances, a SurgaVIP user may request access to personal information, correction of inaccurate details, deletion, restriction, objection to certain processing, or a copy of eligible information in a usable format.

Privacy rights are not absolute. SurgaVIP may need to retain information to complete transactions, preserve self-exclusion, investigate fraud, defend legal claims, comply with international licensing obligations, or maintain records required by applicable rules.

SurgaVIP may request identity verification before acting on a privacy request. This prevents account or personal information from being disclosed to an unauthorised person. Requests should include enough detail to identify the relevant account and explain the action sought.

14 Responsible Gambling Information

SurgaVIP may process gaming behaviour, deposit patterns, time spent playing, limit changes, cooling-off activity, and communications to identify possible indicators of gambling-related harm. This information supports responsible gambling tools and proportionate player-safety interventions.

Self-exclusion information may be retained after account closure to prevent a self-excluded player from opening another account during the exclusion period. SurgaVIP treats this retention as an important player-protection measure.

Members can learn about deposit limits, budget controls, cooling-off periods, and self-exclusion through the Responsible Gambling page. Gambling should always remain entertainment and is available only to adults aged 21 and above.

15 Changes to This Privacy Policy

SurgaVIP may update this Privacy Policy to reflect changes in services, payment options, technology, security practices, licensing requirements, or applicable data protection standards. The effective date at the top of the page will be revised when a new version is published.

Where a change materially affects how SurgaVIP handles personal information, reasonable notice may be provided through the website, account interface, or registered contact details. Users should review this page periodically to remain informed.

16 Contact Us

Questions, concerns, or privacy requests may be directed to the SurgaVIP support team at [email protected]. This email address is displayed as plain text and is not a clickable link.

When making a request, include your SurgaVIP username or account reference, a clear description of the issue, and the privacy action you are requesting. Do not include passwords, one-time verification codes, complete card numbers, or online banking credentials.

SurgaVIP will review requests in a reasonable manner and may ask for further information where necessary to verify identity, locate records, understand the request, or explain why a particular limitation applies.