Reference

Terms Conditions That Govern Your kaki21 Account

These Terms & Conditions set out the rules under which your kaki21 account operates — from how you deposit using Touch 'n Go eWallet or Boost, to how withdrawals are verified and what happens if a dispute arises.

Account eligibility by local lawTouch 'n Go eWallet & Boost payment rulesGrabPay & DuitNow transaction termsWithdrawal verification processDispute and account closure conditions

Explore the Lobby Read FAQ

TERMS CONTACT PATHS

How to Reach Us About These Terms

If any clause in these Terms & Conditions is unclear, or if you believe a transaction has been processed in a way that does not match what the terms state, reach out through one of the channels below. Our support team handles account-level queries — including payment disputes involving Touch 'n Go eWallet, Boost, or GrabPay — and can escalate to the relevant team where needed. Players in George Town and across Malaysia access the same support queue.

Team online

Live Chat

Available directly from your account dashboard. Raise a terms-related question or flag a transaction dispute and our team will respond with the relevant clause and next steps.

Email Support

Send a detailed account of your query — including your account ID and the transaction reference — to our support address. Written records help us trace payment events accurately.

Account Help Centre

The Help Centre inside your account groups common terms queries by topic: deposits, withdrawals, account suspension, and eligibility. Check there first for clause-specific answers.

HOW WE HANDLE YOUR ACCOUNT

Account Security, Data and Your Rights Under These Terms

These Terms & Conditions are not just a legal formality — they describe the actual operating rules behind your account, from how we store your data to how you can request changes. Each point below reflects a real process rather than a policy placeholder.

Account Data Retention

We retain your account data for as long as your account remains open and for the period required after closure under applicable regulations. You may request a summary of the data we hold by contacting our support team via live chat.

Payment Record Security

Transaction records — including Touch 'n Go eWallet deposits, Boost top-ups, and GrabPay transfers — are stored with encryption. These records are accessible to you through your account transaction history at any time.

Cookie and Session Handling

We use session cookies to keep your account active during mobile or desktop use. You can clear cookies at any time, though doing so will require you to log in again and may affect how certain account features load.

Requesting Terms Changes or Corrections

If you identify an inconsistency between what these terms state and how your account has been handled, contact us in writing via email with your account ID. We will review the record and respond within a reasonable timeframe.

What These Terms Actually Cover

kaki21 Service availability depends on eligible regions and local law. Users should check local rules before opening an account.

Your agreement with kaki21 begins the moment you complete account registration. By using the platform — whether you load funds via Touch 'n Go eWallet, initiate a DuitNow transfer, or top up through GrabPay — you confirm that you have read and accepted every clause in

1
these Terms & Conditions. We may update these terms from time to time; when we do, the revised version becomes effective the moment it is published on this page, and continued use of your account after that point counts as acceptance. If you disagree with any
2
updated clause, the correct course is to stop using the account and contact our support team to discuss closure. Eligibility to hold an account depends entirely on your local jurisdiction — access is available only where local law permits. We do not determine local law on
3
your behalf; that responsibility sits with you. Transaction-level rules — including minimum and maximum amounts, processing steps, and reversal conditions — apply per payment rail: Boost deposits, FPX online banking transfers, and Maybank2u top-ups each follow their respective network rules in addition to our platform rules.
4
Any funds credited to your account wallet remain subject to these terms until they are withdrawn and cleared to your nominated payment method.

Service availability depends on eligible regions and local law. Users should check local rules before opening an account.

Common Questions About kaki21 Terms & Conditions

These are the questions we hear most often about how these terms work in practice — covering eligibility, payment disputes, account changes, and what happens when terms are updated.

Yes. Whether you deposit via Touch 'n Go eWallet, Boost, GrabPay, or FPX, the same platform-level terms apply. Each payment rail may also carry its own network-specific conditions on top of ours.

Access depends entirely on whether local law in your jurisdiction permits it. We do not make that determination for you — it is your responsibility to check eligibility before opening or continuing to use an account.

The updated terms take effect when published on this page. Continued use of your account after the update counts as acceptance. If you disagree, contact support to discuss account closure before continuing to use the platform.

Contact us via live chat or email with your account ID and the transaction reference. Include the payment method used — for example, a Boost or DuitNow transfer — so we can pull the correct record and respond accurately.

We retain account and transaction data for the period required under applicable regulations after closure. You can request a summary of what we hold by contacting the support team directly through live chat.

That responsibility sits with you. These terms state that access is available only where local law permits. We cannot verify your local legal position — you must confirm eligibility before using your account.

Reference