This Privacy Policy ("Policy") is published and enforced by 12play21, a leading digital entertainment platform serving Malaysian users since 2018. We operate across online casino services, Sports Betting, slots, live baccarat, roulette, blackjack, Sic Bo, e-sports, virtual sports, and an exclusive VIP rewards programme.
This policy explains in detail how 12play21 collects, stores, processes, uses, and in limited circumstances, shares your personal information. It applies to all registered members, guest users, and individuals who interact with the 12play21 platform through our website, mobile system, or customer support channels.
Our Commitment: 12play21 operates in compliance with Malaysia's Personal Data Protection Act 2010 (PDPA). We do not sell, rent, or disclose your personal data to third parties for their own marketing purposes without your explicit consent. Your privacy is not merely a legal obligation to us — it is a core value we uphold.
By registering an account or using any 12play21 service, you confirm that you have read, understood, and agreed to this Privacy Policy. If you do not agree with any part of this Policy, we recommend that you do not use our platform.
12play21 collects various types of personal information depending on how you interact with our platform. The following are the main categories of data we collect:
| Data Category | Example Information | Requirement |
|---|---|---|
| Identity Information | Full name, national identity card number, date of birth, gender | Mandatory (KYC) |
| Contact Information | Email address, Malaysian phone number, residential address | Mandatory |
| Account Information | Username, password (stored in encrypted form), login history | Mandatory |
| Transaction Data | Deposit/withdrawal history, payment method (TNG, DuitNow, FPX), amounts in RM | Mandatory |
| Gaming Data | Game history, betting activity, slots played, live baccarat, win/loss records | Automatic |
| Technical Data | IP address, browser type, device, operating system, session information | Automatic |
| Communication Data | Live chat conversation logs, support emails, support WhatsApp records | Where applicable |
We only collect data that is strictly necessary for the stated purposes. We do not collect sensitive information such as health data, religious beliefs, or political affiliations, unless you voluntarily provide such information in specific contexts such as a self-exclusion request on health grounds.
12play21 collects your personal information through a variety of lawful and transparent methods:
- Direct registration: When you register a new account at 12play21, you actively provide basic personal details such as your name, email address, and Malaysian phone number.
- Identity verification (KYC): During the account verification process or prior to withdrawals exceeding certain limits, we collect identity documents such as a national ID card or passport.
- Platform usage: Game data, transaction history, and usage patterns are collected automatically as you use the 12play21 platform.
- Financial transactions: Information related to deposits and withdrawals via Touch 'n Go eWallet, GrabPay, Boost, ShopeePay, DuitNow, and FPX is collected for payment processing and financial record-keeping.
- Support communications: When you contact the 12play21 support team via live chat, email, or WhatsApp, we record the conversation for service quality and issue resolution purposes.
- Cookies and similar technologies: The 12play21 platform uses cookies, pixel tags, and similar tracking technologies to enhance the user experience and analyse usage patterns.
12play21 processes your personal information only for purposes that are lawful, necessary, and relevant. Specifically, your data is used to:
- Account management & identity verification: Creating, managing, and verifying your account, and ensuring that only authorised players can access the 12play21 platform.
- Financial transaction processing: Reconciling deposits and withdrawals through the Malaysian payment methods you use — whether TNG eWallet, GrabPay, Boost, ShopeePay, DuitNow, or FPX via Maybank2u and CIMB Clicks.
- Provision of gaming services: Gives you access to all games on 12play21 — including slots, live baccarat, roulette, blackjack, Sic Bo, Malaysia Super League and EPL football betting, MPL Malaysia e-sports, and virtual sports.
- Fraud prevention & security: Detecting and preventing fraudulent activity, multi-account usage, money laundering, and any conduct that violates 12play21's Terms & Conditions.
- Service improvement: Analysing platform usage patterns to improve the interface, performance, and overall user experience.
- Service communications: Sending important notifications related to your account, transactions, security updates, and policy changes.
- Marketing (with your consent): Sending promotional information, the latest bonuses, and exclusive 12play21 offers — only if you have consented to receive marketing communications.
- Legal compliance: To fulfil obligations under Malaysia's Personal Data Protection Act 2010 (PDPA) and other applicable laws.
Purpose Limitation Principle: 12play21 adheres to the principle of purpose limitation — data collected for one purpose will not be used for an unrelated purpose without obtaining fresh consent from you.
12play21 does not sell, rent, or trade with your personal data. However, under the following limited circumstances, your information may be shared with carefully selected third parties:
- Payment service providers: Service providers such as Touch 'n Go eWallet, GrabPay, DuitNow, and banks processing your FPX transactions receive the transaction information necessary to complete payments. They are bound by their own privacy policies and Malaysia's PDPA.
- Game providers: Game providers such as Pragmatic Play, Evolution Gaming, Microgaming, and Playtech receive the game session data necessary to operate their games. They do not receive your full identity information.
- Technology service providers: Companies supporting 12play21's technical infrastructure — such as cloud server providers, fraud detection systems, and customer support platforms — may process your data on our behalf under strict data processing agreements.
- Legal requirements: 12play21 will disclose required data where mandated by court order, regulatory directive, or applicable Malaysian law.
Our Commitment: Every third party that receives your data is bound by contractual agreements requiring them to protect your data to a standard no less than that set out in this Privacy Policy. 12play21 does not permit any third party to use your data for their own independent marketing purposes.
12play21 continually invests in security infrastructure to ensure your personal data is protected to the highest standard. Key security measures we have implemented include:
All data transmitted between your browser and 12play21's servers is encrypted using TLS/SSL 256-bit protocol — the same standard used by Malaysia's leading banking institutions.
12play21 members can enable two-factor authentication via SMS or an authenticator app for an additional layer of account protection.
Your data is stored in secure data centres with strict physical and digital access controls, regular backups, and tested disaster recovery systems.
12play21 conducts regular penetration testing and security audits by independent firms to identify and address potential vulnerabilities.
While we take all reasonable steps to protect your data, no system is completely immune to every possible cyber threat. In the event of a data breach that may affect your rights or freedoms, 12play21 is committed to notifying you and the relevant authorities within the timeframe prescribed by law.
The 12play21 platform uses cookies and similar tracking technologies to enhance the user experience and analyse platform performance. The following are the types of cookies we use:
- Essential Cookies: Required for core platform functionality — including login session authentication, account security, and language preferences. These cookies cannot be disabled without affecting key platform functions.
- Performance Cookies: Collects information on how you use the 12play21 platform — pages visited, games played, and time spent — to help us improve our services.
- Functional Cookies: Remembering your preferences such as language, display layout, and game settings to deliver a more personalised experience.
- Marketing cookies: Used only with your consent to display relevant advertisements and measure the effectiveness of our marketing campaigns. You may withdraw this consent at any time.
Cookie Controls: You can manage and delete cookies through your browser settings. However, disabling certain cookies may affect the functionality of some areas of the 12play21 platform. For more information on managing cookies, please refer to your browser's documentation.
12play21 retains your personal data only for as long as necessary for the stated purposes or as required under Malaysian law. Our data retention policy is as follows:
- Active account records: Retained for as long as your account remains active at 12play21.
- Financial transaction records: Retained for a minimum of 7 years from the transaction date in accordance with Malaysian legal and tax requirements.
- Support communication logs: Retained for 3 years for reference and dispute resolution purposes.
- Data following account closure: Retained for 5 years following account closure for legal compliance purposes and resolution of any disputes that may arise thereafter.
- Marketing data: Deleted within 30 days of you withdrawing your marketing consent.
Once the retention period expires, your data will be securely deleted or anonymised so that it can no longer be linked to you personally.
Under Malaysia's Personal Data Protection Act 2010 (PDPA) and 12play21's internal policies, you have the following rights regarding your personal data:
- Right to access: You may request a copy of all personal data we hold about you. Requests will be processed within 21 business days.
- Right to rectification: If any of your information is inaccurate or out of date, you have the right to request a correction. Simple updates can be made directly through your account settings.
- Right to erasure: Under certain circumstances (such as data that is no longer necessary or unlawful processing), you may request deletion of your data, subject to our legal obligations.
- Right to object: You may object to the processing of your data for direct marketing purposes at any time. An unsubscribe option is available in every marketing email we send.
- Right to withdraw consent: Where data processing is based on your consent, you may withdraw that consent at any time without affecting the lawfulness of processing carried out prior to withdrawal.
- Right to lodge a complaint: If you believe that 12play21 has processed your data unlawfully, you have the right to lodge a complaint with the Department of Personal Data Protection Malaysia or contact us directly at support@12play21.ws.
How to Submit a Request: To submit any request relating to your data rights, please contact the 12play21 privacy team at support@12play21.ws with the subject line "Personal Data Rights Request" along with your account number and the nature of your request. We will respond within 7 business days.
The 12play21 platform is for users aged 18 and above only. We do not knowingly collect or process personal information of individuals under the age of 18. Registration by minors is strictly prohibited and constitutes a violation of our Terms & Conditions.
If we find that we have inadvertently collected personal data belonging to a minor (an individual under the age of majority), we will take immediate steps to delete that data and close the account in question. If you become aware that someone under the age of 18 has registered an account at 12play21, please report it to our support team immediately at support@12play21.ws.
12play21 pays particular attention to protecting your financial data. When you make a deposit or withdrawal via Touch 'n Go eWallet, GrabPay, Boost, ShopeePay, DuitNow, or FPX (Maybank2u and CIMB Clicks), your financial data is handled with additional security measures:
- 12play21 does not store your full credit card details or online banking passwords — transactions are processed directly through verified payment gateways.
- All transaction data is protected with end-to-end encryption during transmission.
- The transaction records we retain contain only the data required for tax compliance, fraud detection, and dispute resolution — namely reference numbers, amounts in Malaysian Ringgit (RM), payment method, date, and time.
- We do not share your financial transaction details with any third party, except for payment providers directly involved in processing the relevant transaction.
Important Note: All transactions at 12play21 are conducted in Malaysian Ringgit (RM/MYR) only. We do not process any foreign currency transactions and do not accept payment methods from outside Malaysia.
The 12play21 platform may contain links to third-party websites or services — including game provider sites or sports-related information such as the Malaysia Super League and EPL. Please note that this Privacy Policy applies solely to the 12play21 platform and does not cover the privacy practices of those third-party websites.
12play21 is not responsible for the content or privacy practices of any third-party websites. We encourage you to read the privacy policy of every website you visit via links from our platform.
12play21 reserves the right to update or amend this Privacy Policy at any time. When material changes are made, we will:
- Updating the "Last Updated" date at the top of this document
- Displaying prominent notices within the 12play21 platform
- Sending email notifications to registered members regarding important changes
Your continued use of the 12play21 platform after any amendments are published will be considered acceptance of the updated Privacy Policy. We encourage you to review this page periodically. A version history of the Privacy Policy is available upon request.
Current version: 2.5 | Effective: 1 January 2026 | Issuer: 12play21 Malaysia
If you have any questions, concerns, or complaints regarding this Privacy Policy or how 12play21 handles your personal data, please contact our Data Privacy Officer:
Support@12play21.ws
Subject: "Data Privacy" + account number
Available 24 hours a day
Response within <3 minutes
We are committed to responding to all privacy-related enquiries within 7 business days from the date your request is received.