hoyolab Platform Account Terms
We at hoyolab set out the terms under which we provide our online entertainment service. Our platform operates where local law permits, combining football sportsbook markets, live-dealer tables, slot games, and esports betting. By opening an account on hoyolab, you accept the conditions outlined here.
Our service spans football coverage including Liga 1 Indonesia, Piala Indonesia, Piala AFF, Champions League, and other major tournaments. We also offer live-dealer games from Evolution Gaming—blackjack, roulette, baccarat, and Dragon Tiger—alongside slot titles such as Aviator, Sweet Bonanza, and Gates of Olympus. Access to hoyolab services is available only where permitted by applicable jurisdiction.
Account Opening and Verification
When you open an account on hoyolab, we require verification of your identity and contact details. Our Know Your Customer (KYC) process asks for valid national identification—an ID card (KTP), passport, or driver's licence—and proof of address. We may request supporting documents at any time to comply with anti-money-laundering regulations.
We undertake to process your KYC documents within standard response windows. Our multilingual support team can guide you through the submission process. You remain responsible for the accuracy of information you provide; false or misleading details may result in account suspension or closure.
Deposits and Withdrawals
Our hoyolab payment infrastructure supports DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and direct bank transfers via mobile banking, local payment, online payment, and e-wallet. Deposits are processed immediately upon successful payment confirmation. Withdrawals are credited to the same payment method used for your deposit, subject to account verification.
We enforce deposit and withdrawal limits to manage account security and comply with regulatory requirements. Limit values adjust based on your verification status and account history. If a withdrawal is under review longer than expected, our support team will investigate the cause and advise you of the outcome.
Bonus Terms and Conditions
We may offer welcome bonuses, deposit matches, or promotional credits to new and existing account holders. Any bonus on hoyolab carries specific terms—minimum deposit requirements, playthrough conditions, game restrictions, and expiry dates. We provide full bonus terms at the point of offer. Bonuses cannot be withdrawn as cash; they apply only to eligible games and betting markets.
We reserve the right to modify, suspend, or withdraw any promotional offer without notice. Bonus abuse—such as self-dealing, rapid deposit and withdrawal cycles, or collusion with other accounts—may result in forfeiture of bonuses and account closure.
Account Conduct and Suspension
We at hoyolab require account holders to comply with all terms and to use the platform lawfully. Prohibited activities include multi-accounting, payment fraud, market manipulation, money laundering, and harassment of other users or staff. We monitor accounts for suspicious behaviour and reserve the right to suspend or close an account immediately if we detect a breach.
If your account is suspended, you may contact our support team to request a review. We will provide an explanation of the reason for suspension and the steps, if any, required for reinstatement. In cases of serious breach—such as fraud or regulatory violation—we may close your account permanently and forfeit any remaining balance.
Dispute Resolution and Liability
If you believe we have failed to meet our obligations under these terms, contact our support team. We undertake to respond to account disputes within standard windows. Our resolution process includes transaction verification, account statement review, and where applicable, escalation to senior staff.
We are not liable for service interruptions, game delays, or technical errors beyond our reasonable control. We are also not liable for losses arising from your use of the platform, betting decisions, or game outcomes. Our maximum liability to you is limited to the amount of your most recent deposit on hoyolab, except where local law forbids such limitation.
Jurisdiction and Amendment
These terms are governed by the laws applicable in the jurisdiction in which our service is made available to you. Our services are available only where local law permits online gaming and betting. You are responsible for verifying that access and use of hoyolab comply with your own jurisdiction's applicable law.
We reserve the right to amend these terms at any time. We will notify account holders of material changes via email or in-platform notice. Continued use of hoyolab after amendment constitutes acceptance of the new terms. If you do not agree with an amendment, you may request account closure and withdrawal of your balance.
Contact and Support
Our multilingual support team is available to assist with account issues, payment queries, and general guidance on our platform. You may reach us through the support portal on hoyolab, or via the contact methods listed on our website. We aim to respond to support requests within standard response windows.
For questions about these terms or any aspect of your account on hoyolab, please contact support directly. We are committed to resolving your queries fairly and in accordance with the practices outlined in these conditions.