Privacy Policy Heng29 –
Your Personal Data Protection

Welcome to the heng29 Privacy Policy. This document constitutes a binding agreement between you as a platform user and heng29 as the platform operator. We understand that your trust is the foundation of the long-term relationship we aim to build with every player in Malaysia.

Heng29 operates as an online entertainment platform offering a wide range of games including Live Casino, Slots, Bingo, Sports Betting, and more. In the course of these operations, we need to collect and process certain personal data to ensure our services run smoothly, securely, and in compliance with applicable regulatory requirements.

This Privacy Policy applies to all users of the Heng29 platform, including website visitors, registered members, and former members whose accounts have been closed. By using our platform, you agree to the terms set out in this policy. If you do not agree, please discontinue use of our platform.

Heng29 collects various types of information depending on how you interact with our platform. Below are full details of the data types we collect:

In addition to information you provide directly, we also collect information automatically as you browse our platform. This includes behavioral data such as pages you visit, links you click, and time spent on each section of the platform. This data is used in aggregate to improve the user experience and is not directly linked to your personal identity.

Every piece of data we collect has a clear and legitimate purpose. heng29 uses your personal information for the following purposes:

• Account Management: Creating, verifying, and securely managing your player account.
• Transaction Processing: Processing deposits, withdrawals, and bonus payments accurately and promptly.
• Identity Verification (KYC): Meeting regulatory requirements and preventing identity fraud and money laundering.
• Customer Support: Helping you resolve any issues or enquiries more efficiently.
• Platform Security: Detecting and preventing fraudulent activity, hacking, or account abuse.
• Marketing Communications: Sending you information about promotions, bonuses, and new offers — subject to your communication preferences.
• Responsible Gambling: Monitoring gameplay patterns to identify signs of problem gambling and offering appropriate assistance.
• Product Improvement: Analysing how users interact with the platform to improve the overall experience.

We will not use your data for purposes unrelated to the operation of the heng29 platform without your prior consent. If we intend to use your data for any new purpose not stated in this policy, we will notify you and obtain your approval before doing so.

Heng29 takes a highly cautious approach to data sharing. We do not share your personal information with third parties except in the following clearly defined circumstances:

• Payment Processors: Required transaction details are shared with payment service providers such as FPX, Touch 'n Go, GrabPay, and DuitNow to process your financial transactions.
• Technical Service Providers: Companies that help us operate the platform — such as cloud infrastructure providers, email delivery services, and analytics tools — are all bound by strict confidentiality agreements.
• Legal Authority: We may disclose necessary information to regulatory authorities, law enforcement agencies, or courts when required by law.
• Fraud Prevention: In certain circumstances, we may share information with other platforms to prevent cross-platform fraud and protect all players.

Every third party that receives your data from heng29 is required to comply with the same stringent security and confidentiality standards we uphold. We conduct regular audits of all vendors and partners to ensure ongoing compliance with our privacy standards.

Protecting your personal data is the top priority for heng29. We continuously invest in the latest security infrastructure to keep your information safe from increasingly sophisticated cyber threats.

• Data Encryption in Transit: All communication between your browser and our platform is secured by TLS 1.3 protocol with AES-256 encryption.
• Data Encryption at Rest: Sensitive data stored in our database is encrypted using the same high-level encryption standards.
• Strict Access Control: Only staff with specific authorisation may access user data, and all access is logged and audited on a regular basis.
• Regular Security Testing: We conduct penetration testing and independent third-party security audits at least twice a year.
• Two-Factor Authentication: All staff accounts with access to user data are required to use two-factor authentication (2FA).
• Incident Response Plan: We have clear procedures in place to respond to any data breach as swiftly as possible.

The heng29 platform uses cookies and similar tracking technologies to enhance your experience. Cookies are small text files stored on your device when you visit our website.

• Essential Cookies: Required for core platform functions such as login sessions, security, and navigation. These cookies cannot be disabled.
• Preference Cookies: Saving your preferences such as language, display settings, and game preferences for a more personalised experience.
• Analytics Cookies: Helping us understand how users interact with the platform through aggregated, non-personally identifiable statistical data.
• Security Cookies: Used to detect suspicious activity and protect your account from unauthorised access.

You can control and manage cookies through your web browser settings. However, disabling certain cookies may affect platform functionality. Third-party cookies may be used by our analytics service providers, but all such providers are bound by strict privacy policies and may not use the data for their own purposes.

As a heng29 platform user, you have the following rights regarding your personal data. We are committed to respecting and facilitating the exercise of all these rights:

To exercise any of the above rights, contact our privacy team via the support email listed at the bottom of this page. We will process your request within 30 business days.

Heng29 only retains your personal data for as long as it is needed for the stated purposes or as required by law. Our data retention policy is as follows:

• Active Account Data: Retained for the duration your account is active plus 7 years after account closure to meet audit and legal requirements.
• Financial Transaction Records: Retained for a minimum of 7 years in accordance with financial reporting and anti-money laundering requirements.
• Security Logs: Retained for 2 years for the purpose of investigating any security incidents that may arise.
• Support Communication Data: Retained for 3 years to allow us to provide better context in future support interactions.
• Analytics Cookie Data: Automatically deleted after 13 months.

Once the retention period expires, your data will be securely deleted or anonymised so it can no longer be linked to you. This deletion process is carried out using industry-standard methods to ensure the data cannot be recovered.

Heng29 reserves the right to update or amend this Privacy Policy at any time to reflect changes in our practices, legal requirements, or technological developments. When we make significant changes, we will:

• Displaying a clear notice on the platform's home page for at least 14 days before the changes take effect.
• Sending a notification to your registered email address if the changes directly affect your rights.
• Updating the "Last Updated" date at the top of this document.

Previous versions of our Privacy Policy are available upon request. If you have any questions about the changes made, please contact our team before continuing to use the platform.

If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your personal data, the Heng29 privacy team is always ready to assist.

• For data deletion or data access requests, please include your account number and a copy of a valid identification document.
• For complaints related to data handling, we will conduct an internal investigation and inform you of the findings within 14 business days.
• You may also visit the FAQ us for answers to the most frequently asked questions about privacy and account security.

The heng29 support team operates 24 hours a day, 7 days a week to ensure all your needs are attended to promptly and professionally.