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Personal Data Protection

Clud99 Privacy Policy – Player Personal Data Protection

At clud99, your privacy is not merely a legal obligation — it is our commitment to every player. We are transparent about how your personal data is collected, used, and protected across every aspect of using our platform.

Updated: 1 January 2026
Our Privacy Commitment

Clud99's Six Core Data Protection Pillars

We protect your personal data to the highest security standards so you can play with complete peace of mind and confidence

256-bit SSL Encryption

All data transmitted between your device and clud99's servers is protected with 256-bit SSL encryption — the same standard used by leading financial institutions and banks. Your data cannot be intercepted or read by third parties.

User Data Control

You have full control over your personal data. You may request to review, update, or delete your data at any time through your account settings or by contacting our support team directly.

Secure Data Storage

Your personal data is stored on servers protected by strict access controls, multi-layered firewalls, and 24/7 intrusion detection systems. Only authorised staff may access user data when required.

No Data Sales

Clud99 has never and will never sell, rent, or exchange your personal data with any third party for marketing or commercial purposes. Your data belongs to you — we only use it to improve your experience on the platform.

Malaysia PDPA Compliance

The clud99 Privacy Policy is drafted in accordance with Malaysia's Personal Data Protection Act 2010 (PDPA). We comply with all data protection principles established by local law to ensure your rights as a user are fully upheld.

Flexible Communication Preferences

You can choose the types of communications you wish to receive from clud99 — whether promotional emails, account notifications, or platform updates. These preferences can be changed at any time through your account settings.

Policy Content

This Privacy Policy outlines clud99's commitment to protecting your personal information. By using the clud99 platform, you agree to the data collection and usage practices described in this policy. Please read carefully before registering an account.

1Introduction & Privacy Policy Scope

Clud99 is an online gaming platform providing a wide range of digital entertainment categories to players in Malaysia, including video slots, fish shooting games, bingo, Live Casino, sports betting, and e-sports. We operate with full responsibility and care deeply about the privacy of every user on our platform.

This Privacy Policy applies to all personal information collected through the official clud99 website at clud99.org, the iOS and Android mobile app, and all official communication channels associated with the clud99 platform, including live chat, support email, and our official Telegram channel.

As a responsible data controller, clud99 complies with Malaysia's Personal Data Protection Act 2010 (PDPA) and all relevant data protection regulations. We only collect data that is strictly necessary for the stated purposes, and we will not use your data for any other purpose without obtaining your consent first.

If you are under 18 years of age, you are not permitted to use the clud99 platform and we do not knowingly collect data from minors. If we discover that we have inadvertently collected personal data from an individual under the age of 18, we will delete that data immediately.

2Types of Personal Data Collected

Clud99 collects various types of personal data for different purposes. Below is a summary of the data we collect along with its primary purpose:

Data Categories Examples of Information Primary Purpose
Identity Data Full name, date of birth, MyKad/passport number KYCAge Verification
Contact Data Email address, phone number, residential address CommunicationSupport
Financial Data Bank account number, deposit and withdrawal records PaymentCompliance
Game Data Betting history, scores, session duration Responsible Gaming
Technical Data IP address, device type, browser, approximate location SecurityAnalytics

Your personal data is collected through several methods, including: account registration forms, identity verification (KYC) processes, interactions with the customer support team, direct use of the platform, and automated tracking technologies such as cookies and server logs. We do not collect sensitive data such as your medical information or political views.

3How clud99 Uses Your Data

Personal data collected by clud99 is used for legitimate and transparent purposes. We do not use your data beyond the stated purposes without obtaining fresh consent from you. The following are the primary purposes of data use:

  • Account Management: Creating, verifying and managing your player account, including the identity verification process and account recovery.
  • Transaction Processing: Processing all deposits, withdrawals and bonus payments accurately and securely via supported payment methods such as FPX, DuitNow QR and digital wallets.
  • Platform Security: Detecting and preventing fraud, money laundering, unauthorized access and any suspicious activity on our platform.
  • Responsible Gaming: Monitoring gameplay patterns to identify signs of problem gambling and provide appropriate support through available responsible gaming tools.
  • Service Improvement: Analyzing platform usage patterns to improve performance, user interface and the overall player experience.
  • Marketing Communications: Sending promotional offers, exclusive bonuses and platform updates — only if you have consented to receive such communications.
  • Legal Compliance: Meeting reporting and compliance requirements mandated by applicable laws and regulations, including anti-money laundering (AML) requirements.

All data processing by clud99 rests on a solid legal basis — whether based on consent provided by you, contractual necessity to deliver our services, clud99's legitimate interests, or legal obligations that must be complied with.

4Data Sharing with Third Parties

Clud99 understands that your trust is our most valuable asset. We do not sell, rent, or disclose your personal data to third parties for their own commercial purposes. However, there are certain situations where data sharing is necessary to provide services to you:

  • Payment Service Providers: Required transaction information is shared with approved payment processors such as FPX, DuitNow and digital wallet providers to facilitate your deposits and withdrawals.
  • Game Providers: Basic account data may be shared with third-party game providers that supply game content on the clud99 platform, only to the extent necessary for game functionality.
  • KYC & Identity Verification Services: Your identity information is shared with trusted identity verification platforms to process your KYC verification quickly and securely.
  • Regulatory Authority: Required data will be disclosed to the relevant authorities when mandated by law, including to fulfil anti-money laundering (AML) and consumer protection requirements.
  • Analytics Providers: Anonymised usage data may be shared with analytics providers to help us understand usage patterns and improve the platform.

All third parties who receive clud99 user data are bound by strict data protection agreements and are only permitted to use that data for the agreed purposes. We do not share your personal data with marketing companies or data brokers.

5Cookies, Pixels & Tracking Technologies

Clud99 uses cookies and similar tracking technologies to enhance your experience on the platform. Cookies are small text files stored on your device when you visit our website. The following are the types of cookies we use:

  • Essential Cookies: Required for core platform functions such as login sessions, language preferences, and account security. These cookies cannot be disabled without affecting platform usability.
  • Performance Cookies: Collecting information about how you use the platform — such as most visited pages and response times — to help us improve platform performance.
  • Functional Cookies: Storing your preferences such as preferred screen resolution, language and display settings so your experience is smoother every time you use the platform.
  • Analytics Cookies: Used to understand overall usage patterns through anonymised data. This information helps us make data-driven decisions to improve the platform.

You can manage your cookie settings through your internet browser at any time. However, disabling certain cookies may affect the functionality or user experience of the clud99 platform. For more information on managing cookies, refer to the help guide of your browser.

6Data Security Measures

Clud99 continuously invests in the latest security infrastructure to protect your personal data from unauthorised access, disclosure, alteration, or destruction. The following are the key security measures we have implemented:

  • End-to-End Encryption: All communications between your device and clud99's servers are secured with TLS 1.3 protocol and AES-256 encryption — ensuring no third party can read or tamper with your data in transit.
  • Two-Factor Authentication (2FA): An additional security layer via two-factor authentication is available for all clud99 accounts, providing stronger protection against unauthorized access.
  • 24/7 Monitoring: clud99's security systems operate around the clock to detect and respond to any threats or suspicious activity in real time.
  • Strict Access Control: Access to user data among clud99 staff is governed by the principle of least privilege — only staff who require access for their job duties are permitted.
  • Regular Security Audits: clud99 conducts regular security audits and penetration testing to identify and address any vulnerabilities before they can be exploited.
  • Incident Response Plan: We have a comprehensive incident response procedure in place. In the event of any data breach affecting users, we will notify the affected parties and the relevant authorities within the timeframe required by law.

While we take all reasonable precautions, no security system is completely infallible. You also play an important role in protecting your account — use a strong and unique password, enable two-factor authentication, and never share your login credentials with anyone.

7User Rights Regarding Personal Data

Under Malaysia's Personal Data Protection Act 2010 (PDPA), you have certain rights regarding the personal data we hold about you. clud99 fully respects and supports these rights:

  • Right of Access: You have the right to request a copy of the personal data we hold about you. We will provide this information within 21 working days of receiving a valid request.
  • Right to Rectification: If the personal data we hold about you is inaccurate or incomplete, you have the right to request a correction. You may also update most of your information directly through your account settings.
  • Right to Erasure: In certain circumstances permitted by law, you may request the deletion of your personal data from our systems. Please note that some data must be retained for a minimum period as required by law.
  • Right to Object to Processing: You have the right to object to the processing of your personal data for direct marketing purposes. You may unsubscribe from marketing communications at any time via the unsubscribe link in any marketing email.
  • Right to Restrict Processing: In certain circumstances, you may request that we restrict how we use your personal data while a dispute or issue is being resolved.
  • Right to Data Portability: You may request a copy of your personal data in a structured, machine-readable format for the purpose of transferring it to another service provider where applicable.

To exercise any of the above rights, please contact our Data Protection Officer (DPO) team via our support email. We may need to verify your identity before processing your request to ensure the security of your personal data.

8Data Retention & Deletion

Clud99 does not retain your personal data longer than necessary for the purposes stated in this Privacy Policy, or as required by applicable laws and regulations. The following are general data retention guidelines:

  • Active Account Data: Retained for the duration your account is active and for the prescribed period after account closure to meet audit and compliance requirements.
  • Financial Transaction Records: Retained for a minimum of 7 years after the transaction date, in accordance with Malaysia's accounting and anti-money laundering legal requirements.
  • Technical Log Data: Server logs and technical data are typically retained for 90 days before being anonymized or deleted, unless an active security investigation is ongoing.
  • Support Communication Data: Live chat conversation records and support tickets are retained for 2 years for quality control and dispute resolution purposes.
  • Marketing Data: Retained until you withdraw consent to receive marketing communications, after which it will be anonymised or deleted within 30 days.

When your personal data is no longer needed and there is no legal requirement to retain it, clud99 will securely delete or anonymise the data using industry-approved methods to ensure it cannot be recovered or re-identified.

9Third-Party Links & Services

The clud99 platform may contain links or integrations with certain third-party services — such as game providers, payment processors and identity verification providers. This Privacy Policy applies only to data collected and processed directly by clud99.

Clud99 is not responsible for the privacy practices or content of any third-party websites or services you access through our platform. We encourage you to read the privacy policy of each third-party service separately before providing them with any personal data.

Third-party game providers integrated with the clud99 platform have their own data protection agreements with us. They are only permitted to use shared data solely for the purpose of delivering gaming services to clud99 users and may not use it for their own independent marketing purposes.

10Changes to the Privacy Policy

Clud99 reserves the right to update or modify this Privacy Policy at any time to reflect changes in our practices, new legal requirements, or platform improvements. Any material changes to this Privacy Policy will be communicated to you via:

  • In-app notifications on clud99 that will appear when you log in after changes take effect.
  • An email notification will be sent to your registered email address at least 14 days before any material changes take effect.
  • Update the "Last Updated" date displayed at the top of this page.

Continued use of the clud99 platform after an updated Privacy Policy takes effect constitutes your acceptance of those changes. If you disagree with any changes, you have the right to close your account before they take effect by contacting our support team.

11Contact Us – Privacy Enquiries

If you have any questions, concerns, or complaints regarding this Privacy Policy or how we handle your personal data, please contact our Data Protection Officer (DPO) through the following channels:

  • Privacy Email: [email protected]
  • Live Chat: Available 24/7 via the chat icon at the bottom right corner of the clud99 platform
  • Official Telegram: Official clud99 support channels for immediate enquiries

We aim to respond to all privacy-related enquiries within 3 working days. For more complex requests such as data access or data deletion applications, the response period may take up to 21 working days in accordance with Malaysia's PDPA provisions.

Your privacy is clud99's top priority. Our team is always ready to help you understand your rights and answer any questions about how your personal data is handled. We take pride in our transparency and accountability to every user.

Your Privacy is Protected. Ready to Play?

Register your clud99 account with confidence — your personal data is protected with 256-bit SSL encryption and we are fully compliant with Malaysia's PDPA. Over 500,000 Malaysian players have trusted clud99 as their entertainment platform of choice.

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