romeo Platform Account Terms
When you open an account on romeo, you enter into an agreement with us about how our platform operates, what we expect from you, and what you can expect from us. This page sets out the core terms that govern your use of romeo—covering account creation, deposits and withdrawals, bonus conditions, dispute handling, and the jurisdictional limits of our service.
We've written these terms in plain language rather than dense legal prose. Our goal is clarity: you should understand what happens when you join romeo, how we handle your funds, what happens if a dispute arises, and where our service is available. If any term is unclear, our support team in Jakarta, Surabaya, Bandung, Medan, and Semarang can explain it further.
By creating a romeo account, you agree to these terms. We may update them from time to time; we'll notify you of material changes and ask for your consent before they take effect. Your continued use of romeo after an update means you accept the new terms.
Account opening and verification on romeo
To open a romeo account, you provide an email address, create a password, and confirm your email through a verification link. This initial step takes minutes. However, before you can deposit funds or play with real money, we require identity verification—a process we call KYC (Know Your Customer).
We ask for a national ID, passport, or driver's licence. You upload a clear image of both the front and back. Our verification team reviews these documents against the information you provided during registration. We do this to comply with banking regulations and to protect your account from fraud. Processing typically completes during standard business hours, though it may take longer during peak periods or holidays like Idul Fitri or Idul Adha.
Once your identity is verified, you can link a payment method and make your first deposit. We accept 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. You choose the method that suits you best.
We protect your account with verification
Identity verification is mandatory before withdrawal, regardless of your account balance or activity level. This protects both you and us from fraud and ensures compliance with local banking law.
Your romeo account responsibilities
When you create a romeo account, you confirm that you are of legal age in your jurisdiction and that you are not prohibited by local law from using our service. You are responsible for keeping your password confidential and for all activity that occurs under your account. If you suspect unauthorized access, contact our support team immediately.
You agree not to use romeo for illegal purposes, money laundering, fraud, or any activity that violates local law. We reserve the right to suspend or close your account if we detect such activity. We also reserve the right to refuse service to users in jurisdictions where our service is prohibited by law.
Deposits, withdrawals, and bonus terms on romeo
Deposits on romeo are processed through your chosen payment method. Funds typically arrive in your romeo wallet within minutes to a few hours, depending on your bank's processing speed. We do not charge deposit fees, though your bank may charge you a transaction fee—check with your bank for details.
Withdrawals are processed back to your original payment method. You submit a withdrawal request through your account dashboard, specifying the amount. Our compliance team verifies that your account is in good standing and that your withdrawal matches your verified identity. Once approved, we initiate the transfer. Processing times vary: DANA, e-wallet, mobile banking, and local payment typically complete within hours; direct bank transfers may take one to two business days depending on the bank's clearing cycle.
We do not guarantee withdrawal speed. Processing may take longer during peak periods, holidays, or if your bank experiences delays. We undertake to process all valid withdrawal requests, but we cannot control your bank's clearing timeline.
Bonus and promotional terms
From time to time, we offer bonuses or promotional credits to new or existing players. Any bonus we offer comes with terms—such as a minimum deposit requirement, a playthrough condition, or a game restriction. We publish these terms clearly before you claim a bonus. You are responsible for reading and understanding them.
Bonuses are not guaranteed winnings. They are promotional credits that may be forfeited if you do not meet the stated conditions. We reserve the right to cancel or modify bonus offers at any time. If you have questions about a specific bonus, contact our support team.
Key terms summary
- Identity verification is required before any withdrawal.
- Deposits are processed by your payment provider; we do not charge deposit fees.
- Withdrawals are processed back to your original payment method within standard verification windows.
- Bonuses come with terms; you must meet stated conditions to keep bonus credits.
- We reserve the right to suspend accounts that violate our terms or local law.
Dispute resolution and complaints
If you believe romeo has made an error—such as a missing deposit, an incorrect withdrawal, or a tournament standing that looks wrong—contact our support team with details. Provide your account information, the date and time of the transaction, and a description of the issue. Our team investigates and responds typically within 24 to 48 hours during business days.
We maintain transaction logs and can verify most disputes quickly. If we find an error on our side, we correct it immediately. If we find that the transaction processed correctly, we explain why and provide evidence. If you remain unsatisfied, you may escalate your complaint to our management team for further review.
Jurisdiction and service availability
Our services are available only where local law permits. Users are responsible for verifying that access and use of romeo comply with their own jurisdiction's law. We do not offer our services in jurisdictions where online wagering is prohibited.
romeo is operated from outside Indonesia. However, we accept players from supported jurisdictions, including Indonesia, and we process payments through local payment providers like online payment, e-wallet, mobile banking, local payment, online payment, and Indonesian banks. By using romeo, you acknowledge that you understand the legal status of online gaming in your jurisdiction and that you use our service at your own discretion.
We reserve the right to restrict or terminate service to any user or jurisdiction at any time, with or without notice, if we determine that continued service would violate applicable law or our internal policies.