1. Introduction and Scope of This Policy
This Privacy Policy explains how surg99 collects, uses, discloses, and protects your personal information when you use our platform at surg99.com or through the surg99 mobile app. We take this responsibility seriously, as we understand how sensitive personal information is to every individual.
This policy applies to all users of the surg99 platform regardless of their geographic location, although we primarily serve players from Malaysia. By using surg99's services, you agree to the collection and use of information as described in this policy. If you do not agree, please discontinue use of our platform.
This policy is part of Terms and Conditions surg99 and should be read together with that document for a complete understanding of your rights and responsibilities as a user of our platform.
This Privacy Policy may be updated from time to time. Any significant changes will be communicated via a prominent notice on our platform. The date of the most recent update will always be displayed at the top of this document.
2. Personal Information We Collect
Surg99 only collects information that is strictly necessary to provide you with a safe, seamless, and high-quality service. The information we collect can be grouped into several key categories:
| Data Category | Examples of Information | Primary Purpose |
|---|---|---|
| Identity Information | Full name, identification card number, date of birth | KYC verification, legal compliance |
| Contact Information | Email address, phone number, residential address | Account communications, security notices |
| Financial Information | Bank account number, account holder name | Deposit and withdrawal processing |
| Technical Data | IP address, device type, web browser, OS | Account security, fraud detection |
| Activity Data | Betting history, transaction records, game preferences | Experience personalization, platform analytics |
| KYC Information | Copy of identification card, proof of address, verification selfie | AML/KYC compliance, identity verification |
surg99 adheres to the principle of data minimisation — we only request information that is strictly necessary for the defined purpose. We do not collect irrelevant or excessive data.
3. How We Use Your Information
Every piece of data we collect is used for a specific and legitimate purpose. surg99 does not use your data for any purpose other than those stated below without first obtaining your consent.
- Process account registration, identity verification (KYC), and manage your account overall.
- Process all financial transactions including deposits via FPX, DuitNow, Touch 'n Go eWallet, and cryptocurrency, as well as withdrawals to local bank accounts.
- Detect and prevent fraudulent activity, money laundering, terrorism financing, and any activity that violates the law.
- Contact you regarding your account, promotions, terms updates, and relevant service information.
- Personalize your gaming experience by suggesting games and promotions relevant to your interests.
- Conduct internal analysis to improve overall platform quality, technical performance, and user satisfaction.
- Comply with legal and regulatory obligations applicable to online gambling platform operations.
- Support the Responsible Gaming programme including monitoring wagering patterns and managing personal player limits.
4. Data Sharing and Disclosure to Third Parties
Surg99 does not sell, rent, or trade your personal data to any third party for marketing or commercial purposes. However, in certain limited situations, we may need to share some of your information with the following parties:
- Payment Service Provider: Required transaction information is shared with approved payment processors to enable deposits and withdrawals to be processed securely and accurately.
- Game Software Provider: Limited game session data may be shared with our licensed software providers for game operation and win verification purposes.
- Regulatory Authority: surg99 will fully comply with any lawful request from law enforcement authorities or regulatory bodies with appropriate jurisdiction.
- Identity Verification Service: Your KYC documents are shared with licensed third-party identity verification service providers under strict confidentiality agreements.
- Business Transfer: In the event of a merger, acquisition, or asset transfer involving surg99, user data may be transferred to the relevant parties with appropriate notice given to all users.
All third parties with access to your data are bound by strict data confidentiality agreements. They are only permitted to process your data for agreed purposes and may not use it for any other reason.
5. Security and Protection of Your Data
Surg99 continuously invests in the latest security infrastructure to ensure your personal and financial data is always protected at the highest level. Our comprehensive security measures include:
- 256-bit SSL/TLS encryption for all communications between your device and surg99 servers — no data is transmitted in plain text.
- Passwords are stored using a one-way hashing algorithm that cannot be decrypted, ensuring your password cannot be retrieved even by internal staff.
- Strict role-based access control (RBAC) — only authorized staff with a legitimate business need may access player data.
- Regular security audits by independent third parties to identify and address any potential system vulnerabilities.
- Intrusion Detection (IDS) and Prevention (IPS) systems operating 24 hours a day, 7 days a week to monitor any suspicious activity.
- Automatic data backups and a comprehensive disaster recovery plan to ensure service continuity and the irrecoverability of player data.
While we take all reasonable measures to protect your data, account security also depends on you. Please ensure your password is strong and unique, enable two-factor authentication (2FA), and never share your login credentials with anyone.
6. Use of Cookies and Tracking Technologies
Surg99 uses cookies and similar tracking technologies to enhance your experience on our platform. Cookies are small text files stored on your device that help us recognise you on future visits and provide a more personalised experience.
Types of cookies we use:
- Essential Cookies: Required for core platform operations including login session verification, security, and access to protected areas. These cookies cannot be disabled.
- Performance Cookies: Help us understand how players interact with our platform through anonymous statistical data collection. This information is used to improve platform performance and usability.
- Functional Cookies: Store your personal preferences such as language, theme, and display settings to ensure a consistent experience on every visit.
- Analytics Cookies: Enable us to analyze platform usage patterns in aggregate for continuous improvement purposes. All data is processed in anonymized form.
You can manage cookie settings through your web browser at any time. However, disabling essential cookies may affect the functionality of the surg99 platform.
7. Your Rights Regarding Personal Data
Surg99 recognises and respects your rights regarding personal data in line with international data protection standards. The following are the key rights you hold:
Right of Access
You have the right to request a copy of all personal data we hold about you at any time through our customer support channels.
Right to Rectification
If any of your personal data is inaccurate or out of date, you have the right to request an immediate correction through your account or via customer support.
Right to Erasure
You may request the deletion of your personal data, subject to record-keeping obligations legally binding on surg99 under anti-money laundering legislation.
Right to Object to Processing
You have the right to object to the processing of your data for direct marketing purposes. Such requests will be processed within 5 business days.
Right to Data Portability
You have the right to receive your personal data in a structured, machine-readable format for transfer to another service provider if desired.
Right to Restrict Processing
In certain circumstances, you may request that the processing of your data be temporarily restricted while a dispute or review is in progress.
To submit any request regarding your data rights, contact our Data Protection team via the platform's live chat or customer support email. All requests will be acknowledged within 48 hours and resolved within 30 calendar days.
8. Data Retention Period
Surg99 retains your personal data only for as long as it is needed for the purposes stated in this policy, or as required by applicable law. The following are our general data retention period guidelines:
- Active account data is retained for as long as your account is active and for a reasonable period after account closure to resolve any pending disputes.
- Financial transaction records and KYC documents are retained for a minimum of 5 years from the date of the transaction or account closure, in line with anti-money laundering (AML) legal requirements.
- Customer support communication logs are retained for 2 years for quality control and dispute resolution purposes.
- Platform analytics and performance data are stored in anonymized form for an indefinite period for platform improvement purposes.
- Upon expiry of the designated retention period, your data will be securely deleted or permanently anonymised across all our systems.
Have Questions About Your Privacy?
The surg99 support team is available to assist you 24/7. Contact us via live chat for the fastest response in Malay.
9. International Data Transfers
In the course of its operations, surg99 may transfer your personal data to servers or systems located outside Malaysia. Such transfers are only made to countries or regions with data protection standards equivalent to or higher than Malaysia's.
- All international data transfers are safeguarded by legally binding data transfer agreements between surg99 and the data recipients.
- Surg99 uses internationally recognised Standard Contractual Clauses (SCCs) to ensure your data remains protected even when transferred across borders.
- You have the right to request further information about the specific safeguards used for any international data transfers relating to your account.
10. Contacting Us About Privacy
If you have any questions, concerns, or complaints regarding this Privacy Policy or how surg99 handles your personal data, please contact our Data Protection Officer (DPO) through the following channels:
- Live Chat on the surg99 platform — available 24 hours a day, 7 days a week in Malay and English.
- Our customer support email: [email protected] (response time: 1–2 business days).
- Through the FAQ which contains answers to the most frequently asked privacy questions from our players.
All privacy complaints will be investigated seriously and you will receive a written response within 14 calendar days from the date the complaint is received. If you are unsatisfied with our response, you have the right to escalate your complaint to the relevant data protection authority.
Table of Contents
Why Your Data Is Safe With Us
Military-Grade Encryption
All data transmitted between your device and surg99 servers is protected with 256-bit SSL/TLS encryption — the same standard used by major banking institutions in Malaysia.
Data Not Sold
Surg99 has never and will never sell, rent, or trade your personal data to any third party for marketing or commercial purposes. Your privacy is not a commodity.
Secure & Trusted KYC
Our KYC identity verification process uses the latest technology with end-to-end encryption. Your identity documents are processed in a fully protected environment.
24/7 Monitoring
Our cybersecurity team monitors all platform activity around the clock to detect and neutralize any security threats before they affect your account.
Two-Factor Authentication
Surg99 supports two-factor authentication (2FA) for an added layer of security. Enable 2FA in your account settings for maximum protection against unauthorised access.
International Standards Compliance
Surg99's privacy policy is designed to meet international data protection standards including GDPR, ensuring your rights as a user are fully recognized and protected.
Play Safe at surg99
Your privacy and security are our highest priority. Register an account today and enjoy a safe, fair, and transparent wagering experience alongside thousands of Malaysian players who have trusted surg99.