Privacy Policy

1. Introduction

This Privacy Policy ("Policy") describes how mama24 ("Platform", "We", "Us", "Our") collects, uses, stores, and discloses personal information about individuals ("Users", "You") who access or use the website at https://mama24.cam and all associated services.

mama24 is committed to protecting the privacy of all Users, including Malaysian players in Kuala Lumpur, Penang, Johor Bahru, Petaling Jaya, Shah Alam, and across Malaysia. We process personal data in accordance with applicable data protection principles, including those reflected in internationally recognised privacy standards.

By registering an account with mama24 or continuing to use the Platform, you acknowledge that you have read and understood this Policy and consent to the processing of your personal data as described herein. If you do not agree to this Policy, you must cease using the Platform and may request account closure by contacting our support team.

2. Definitions

For the purposes of this Policy, the following terms have the meanings set out below:

• "Personal Data" — any information relating to an identified or identifiable natural person, including but not limited to name, identification number, contact details, financial information, and online identifiers.
• "Processing" — any operation performed on Personal Data, including collection, recording, storage, use, disclosure, erasure, or destruction.
• "Data Controller" — mama24, the entity that determines the purposes and means of processing Personal Data.
• "Data Processor" — a third party that processes Personal Data on behalf of mama24 pursuant to a written agreement and under mama24's instructions.
• "Consent" — freely given, specific, informed, and unambiguous agreement by the User to the processing of their Personal Data.
• "KYC" — Know Your Customer identity verification procedures required by applicable regulatory and anti-fraud obligations.
• "Cookies" — small text files placed on a User's device by the Platform to enable certain functions, remember preferences, and support analytics.

3. Personal Data We Collect

mama24 collects the following categories of personal data in connection with your use of the Platform:

3.1 Identity & Contact Information

• Full legal name as it appears on your government-issued identity document;
• Date of birth (for mandatory age verification — users must be 21 years of age or above);
• Residential address, including postcode and state within Malaysia;
• Email address;
• Mobile phone number.

3.2 Identity Verification (KYC) Documents

• Copy of valid Malaysian identification — MyKad (NRIC), Driver's Licence, or valid Passport;
• Proof of residential address — utility bill (TNB, Syabas, Unifi, etc.) or bank statement issued within the previous three months;
• Selfie photograph holding identity document, where requested for enhanced verification.

3.3 Financial & Payment Information

• Registered payment method identifiers (e.g., masked bank account numbers, e-wallet account identifiers for Touch 'n Go eWallet, Boost, GrabPay);
• Transaction history, including deposit amounts, withdrawal requests, and game wager records;
• Source of funds documentation, where required by anti-money laundering obligations.

3.4 Account & Usage Data

• Username and encrypted account credentials;
• Login timestamps and session durations;
• IP address and approximate geographic location at time of access;
• Device type, browser type and version, and operating system;
• Game history, betting activity, and platform interaction logs;
• Customer support correspondence and live chat transcripts.

3.5 Responsible Gambling Data

• Self-declared deposit limits and session time restrictions;
• Self-exclusion requests and associated documentation;
• Problem gambling indicators identified through behavioural monitoring.

4. How We Collect Personal Data

mama24 collects personal data through the following means:

• Directly from You — information provided during account registration, KYC submission, deposit and withdrawal requests, customer support interactions, and preference settings;
• Automatically — technical data collected via cookies, web beacons, server logs, and analytics tools as you interact with the Platform;
• From Third Parties — identity verification data from KYC service providers; fraud screening data from anti-money laundering partners; payment confirmation data from Malaysian payment processors including DuitNow, FPX, Maybank2u, CIMB Clicks, Public Bank, Hong Leong Connect, Touch 'n Go eWallet, Boost, and GrabPay.

5. Data Processing & Use

mama24 processes your personal data for the following purposes:

6. Legal Basis for Processing

mama24 processes personal data on one or more of the following legal bases, depending on the specific processing activity:

• Contract Performance — processing is necessary to fulfil the agreement between mama24 and the User, including providing access to games, processing payments, and managing the account;
• Legal Obligation — processing is required to comply with applicable laws and regulatory requirements, including KYC, anti-money laundering, and responsible gambling obligations;
• Legitimate Interest — processing is necessary for mama24's legitimate business interests (such as platform security, fraud prevention, and service improvement), provided those interests are not overridden by the User's rights;
• Consent — where processing is based on consent (for example, marketing communications), Users may withdraw that consent at any time without affecting the lawfulness of prior processing.

7. Data Sharing & Disclosure

mama24 does not sell, rent, or trade your personal data. We may share personal data with the following categories of recipients, strictly on a need-to-know basis and subject to appropriate data protection agreements:

• KYC and Identity Verification Providers — third-party services engaged to verify identity documents and confirm User eligibility;
• Payment Processors — Malaysian payment intermediaries including those facilitating DuitNow, FPX, Maybank2u, CIMB Clicks, Public Bank, Hong Leong Connect, Touch 'n Go eWallet, Boost, and GrabPay transactions, solely for the purpose of processing deposits and withdrawals;
• Anti-Fraud and AML Partners — specialised third-party services used to screen transactions and identify potential money laundering or fraudulent activity;
• Game Content Providers — software providers whose games are hosted on the Platform may receive anonymised session data required for game operation;
• Regulatory and Law Enforcement Authorities — where required by applicable law, court order, or regulatory direction, mama24 will disclose personal data to competent authorities;
• Professional Advisers — legal counsel, auditors, and compliance advisers acting under confidentiality obligations.

8. Data Retention

mama24 retains personal data only for as long as necessary to fulfil the purposes for which it was collected, and in any event no longer than required by applicable legal and regulatory obligations. The following general retention periods apply:

• Account and KYC data — retained for a minimum of five (5) years following account closure, in accordance with anti-money laundering record-keeping requirements;
• Transaction records — retained for a minimum of five (5) years from the date of the transaction;
• Customer support correspondence — retained for three (3) years from the date of the last interaction, or longer where related to an unresolved dispute;
• Marketing consent records — retained until consent is withdrawn or the account is closed, and for twelve (12) months thereafter for compliance documentation purposes;
• Technical and analytics data — typically retained in anonymised or aggregated form for up to twenty-four (24) months.

Upon expiry of the applicable retention period, personal data is securely deleted or irreversibly anonymised in accordance with our data deletion procedures.

9. Security Measures

mama24 implements a comprehensive suite of technical and organisational security measures to protect your personal data against unauthorised access, disclosure, alteration, or destruction. These measures include:

• 256-bit SSL/TLS encryption for all data transmitted between your device and mama24 servers;
• Encryption at rest for sensitive stored data including identity documents and payment identifiers;
• Two-factor authentication (2FA) available for all User accounts;
• Role-based access controls limiting staff access to personal data on a strict need-to-know basis;
• Regular penetration testing and security audits of Platform infrastructure;
• Incident response procedures for prompt detection and remediation of security breaches;
• Staff training on data protection obligations and security practices.

Notwithstanding these measures, no internet-based platform can guarantee absolute security. Users are encouraged to use strong, unique passwords, enable 2FA, and contact mama24 immediately at [email protected] if they suspect any unauthorised access to their account.

10. Cookies & Tracking Technologies

mama24 uses cookies and similar tracking technologies to operate and improve the Platform. Cookies are small text files stored on your device when you visit the website. They allow us to recognise your browser, remember your preferences, and gather analytical information about how the Platform is used.

10.1 Types of Cookies We Use

• Strictly Necessary Cookies — essential for the Platform to function. These cannot be disabled as they enable core features such as login sessions, account security, and payment processing flows.
• Functional Cookies — remember your preferences (e.g., language, display settings) to provide a personalised experience.
• Analytics Cookies — collect anonymised data about how Users interact with the Platform (pages visited, session duration, click paths) to help us improve the site. These may be provided by third-party analytics services.
• Session Cookies — temporary cookies that are deleted when you close your browser, used to maintain your active session.

10.2 Managing Cookies

You may control or disable non-essential cookies through your browser settings. Please note that disabling certain cookies may affect the functionality of the Platform. Strictly necessary cookies cannot be disabled as they are integral to the Platform's operation.

11. Your Data Rights

Subject to applicable data protection law, Users have the following rights in relation to their personal data held by mama24:

To exercise any of the above rights, please submit a request to our support team via the contact details in Section 15. mama24 will respond to verified data requests within a reasonable period in accordance with applicable standards. We may need to verify your identity before processing a request.

12. Minors & Age Gating

mama24 is strictly intended for individuals aged 21 years and above. The Platform is not directed at, and does not knowingly collect personal data from, persons under the age of 21. Age verification is a mandatory step in the account registration and KYC process.

If mama24 becomes aware that personal data has been collected from an individual under the age of 21 without appropriate consent, that data will be deleted immediately and the associated account will be permanently closed. If you believe an underage individual has registered an account on mama24, please contact us immediately at [email protected].

13. International Data Transfers

mama24 may transfer personal data to, or process personal data in, countries outside of Malaysia in connection with the Platform's operational infrastructure, KYC verification services, and game content providers. Where such transfers occur, mama24 ensures that appropriate safeguards are in place to protect personal data at a standard equivalent to that required under applicable data protection principles.

These safeguards may include contractual clauses, adequacy decisions, or other approved transfer mechanisms. Where personal data is transferred to third-party processors, those processors are subject to written data processing agreements that mandate compliance with mama24's data protection standards.

14. Amendments to This Policy

mama24 reserves the right to update or revise this Privacy Policy at any time to reflect changes in our data processing practices, applicable law, or operational requirements. The effective date of the current version of this Policy is displayed at the top of this page.

Where a material change is made to this Policy, mama24 will endeavour to notify registered Users via the email address associated with their Account prior to the change taking effect. Your continued use of the Platform following publication of a revised Policy constitutes your acceptance of the updated terms.

15. Contact Us & Complaints

If you have any questions, concerns, or requests regarding this Privacy Policy or the processing of your personal data by mama24, please contact our support team using the following details:

• Email: [email protected] (plain text — not a clickable link)
• Live Chat: Available 24/7 via the on-site chat widget
• Response Time: Email enquiries responded to within 6 hours; live chat within 3 minutes on average

If you are not satisfied with our response to a privacy complaint or request, you may have the right to escalate the matter to an appropriate supervisory authority or data protection regulator in accordance with applicable law in your jurisdiction.