Privacy Policy
Protogel takes your privacy seriously. This Privacy Policy explains what personal data we collect when you use our platform, why we collect it, how we use and protect it, and what rights you hold as a data subject. Please read it in full before registering or using any part of our services.
Privacy at a Glance
How We Protect Your Data
All data transmitted between your browser and Protogel's servers is protected by 256-bit SSL/TLS encryption — the same standard used by Malaysia's leading banking portals including Maybank2u and CIMB Clicks.
Protogel does not sell, rent, or trade your personal data to third parties for commercial marketing purposes — ever. Your information is used solely to operate your account and provide our services.
You have the right to access, correct, export, or request deletion of your personal data at any time. Submit a request to our support team and we will respond within 30 days in accordance with applicable data protection standards.
We collect only the personal data that is strictly necessary for account operation, identity verification (KYC), payment processing, and legal compliance. We do not collect data beyond what serves a clear legitimate purpose.
Personal data is stored on access-controlled servers with role-based permissions. Sensitive financial data, including payment method details, is stored using tokenisation — raw account numbers are never retained on our systems.
We retain personal data only for as long as required to fulfil the purpose for which it was collected, or as required by applicable law. Account data is typically retained for seven years following account closure for regulatory compliance.
This Privacy Policy ("Policy") is issued by Protogel ("we", "us", "our", "the Platform"), the operator of the online gaming and sports betting platform accessible at https://protogel.cam. It governs the collection, processing, storage, disclosure, and deletion of personal data relating to users ("you", "your") of the Protogel platform.
Protogel is committed to handling your personal data responsibly and in accordance with recognised data protection principles, including the principles of lawfulness, fairness, transparency, purpose limitation, data minimisation, accuracy, storage limitation, integrity, and confidentiality.
By registering an account on Protogel or continuing to use our services, you acknowledge that you have read and understood this Policy and consent to the processing of your personal data as described herein. If you do not agree with any part of this Policy, you should not use the Platform and may request account closure at any time.
This Policy should be read together with our Terms & Conditions and our Responsible Gambling Policy, both of which form part of the agreement between you and Protogel.
For the purposes of this Privacy Policy, the following terms carry the meanings set out below:
| Term | Meaning |
|---|---|
| "Personal Data" | Any information relating to an identified or identifiable natural person — including name, email address, phone number, MyKad number, IP address, device identifiers, and financial account details. |
| "Processing" | Any operation performed on personal data, including collection, recording, storage, use, disclosure, erasure, or destruction. |
| "Data Controller" | Protogel, as the entity that determines the purposes and means of processing personal data collected through the Platform. |
| "Data Processor" | A third party that processes personal data on behalf of Protogel pursuant to a data processing agreement. |
| "Consent" | Freely given, specific, informed, and unambiguous indication of agreement by which you indicate acceptance of the processing of your personal data. |
| "KYC" | Know Your Customer — the mandatory identity verification process undertaken to confirm a user's identity and age before processing withdrawals and certain account actions. |
| "Cookie" | A small text file placed on your device by the Platform to facilitate session management, analytics, and personalisation features. |
Protogel collects personal data in the following categories:
3.1 Identity & Registration Data
- Full legal name as it appears on your government-issued identification;
- Date of birth (used to verify the 21+ age requirement);
- Residential address, including city, state, and postcode;
- Email address and mobile phone number;
- Username and encrypted account password.
3.2 Identity Verification (KYC) Data
- Copies of government-issued identity documents: MyKad, Passport, or Driver's Licence;
- Proof of residential address: utility bills (Tenaga Nasional, Syabas, Unifi, TIME) or bank statements not older than three months;
- Selfie photograph holding your identity document, where required for enhanced verification.
3.3 Financial & Payment Data
- Bank account names and masked account numbers for FPX and DuitNow transactions;
- E-wallet identifiers for Touch'n Go eWallet, Boost, and GrabPay;
- Transaction history, including deposit and withdrawal amounts, timestamps, and reference numbers;
- Cryptocurrency wallet addresses where crypto deposits are used.
3.4 Technical & Usage Data
- IP address and approximate geographic location;
- Device type, operating system, and browser version;
- Session duration, pages visited, games played, and betting activity logs;
- Login timestamps and authentication event records.
3.5 Communications Data
- Content of live chat conversations with our support team;
- Email correspondence sent to or received from [email protected];
- Feedback, complaints, and dispute records.
Data Minimisation Principle: We only collect data that has a clear, documented purpose. If a category of data is no longer required, it is deleted or anonymised in accordance with our retention schedule.
Personal data is collected through the following channels:
- Direct Collection: Data you actively provide during account registration, KYC submission, deposit and withdrawal requests, support enquiries, and promotional claim forms;
- Automated Collection: Technical and usage data collected automatically when you access the Platform, including via browser cookies, server access logs, and analytics tools;
- Payment Providers: Transaction confirmation data received from FPX, DuitNow, Maybank, CIMB, Public Bank, Hong Leong, and supported e-wallet and cryptocurrency networks when you initiate a financial transaction;
- Third-Party Verification Services: Identity and address verification data received from licensed KYC service providers in the course of confirming your identity;
- Referral Sources: Where you register via a referral link, we receive a referral identifier from the referring user. No additional personal data from the referrer is shared.
Protogel processes personal data on the following lawful bases:
| Lawful Basis | Processing Activities Covered |
|---|---|
| Contractual Necessity | Account registration, deposit and withdrawal processing, KYC, bonus administration, customer support, and account management. |
| Legal Obligation | Anti-money laundering checks, age verification, transaction record-keeping, and regulatory reporting obligations. |
| Legitimate Interest | Platform security monitoring, fraud detection, abuse prevention, and internal analytics to improve service quality. |
| Consent | Marketing communications and promotional emails, where you have opted in to receive such correspondence. Consent may be withdrawn at any time. |
Your personal data is used for the following purposes:
- To create, operate, and maintain your Protogel account;
- To verify your identity and age in compliance with our KYC and responsible gambling obligations;
- To process deposit and withdrawal transactions via FPX, DuitNow, and other supported Malaysian payment methods;
- To administer bonuses, promotions, VIP tier benefits, birthday rewards, and referral credits;
- To provide 24/7 live chat and email support services;
- To detect and prevent fraud, money laundering, bonus abuse, and other prohibited conduct;
- To monitor responsible gambling indicators and enforce self-exclusion and deposit limit requests;
- To send transactional communications, including deposit confirmations, withdrawal notifications, and security alerts;
- To send promotional and marketing communications where you have given express consent;
- To improve our Platform's features, user experience, and content by analysing anonymised usage data;
- To comply with legal and regulatory obligations applicable to the operation of an online gaming platform.
Protogel does not sell your personal data. We may share your data with the following categories of third parties where strictly necessary:
- Payment Processors: FPX network participants (Malaysian banks including Maybank, CIMB, Public Bank, Hong Leong), DuitNow, Touch'n Go eWallet, Boost, GrabPay, and cryptocurrency network operators — solely to process your financial transactions;
- KYC & Identity Verification Providers: Licensed third-party identity verification services engaged to confirm user identity documents — bound by confidentiality obligations and data processing agreements;
- Technology Infrastructure Providers: Cloud hosting, server infrastructure, and database management providers who process data on our behalf under strict data processing agreements;
- Legal & Regulatory Authorities: Where required by court order, regulatory instruction, anti-money laundering law, or any other binding legal obligation — we will disclose data to the relevant authority;
- Fraud Prevention Services: Third-party fraud detection services that analyse transactional patterns to identify suspicious activity — data shared is limited to what is necessary for the fraud assessment.
No Marketing Data Sales: Under no circumstances will Protogel sell, license, or transfer your personal data to third parties for their own marketing, advertising, or commercial purposes without your explicit prior consent.
We retain personal data only for as long as is necessary to fulfil the purpose for which it was collected, or as required by applicable law. Our standard retention periods are as follows:
| Data Category | Retention Period |
|---|---|
| Account & Registration Data | Duration of account + 7 years following closure, for regulatory compliance. |
| KYC Documents | 5–7 years from the date of verification, as required by anti-money laundering obligations. |
| Financial Transaction Records | 7 years from the date of the transaction, in line with standard financial record-keeping requirements. |
| Support Communications | 3 years from the date of the interaction, unless subject to an ongoing dispute or legal proceeding. |
| Technical & Usage Logs | 13 months from collection, after which logs are anonymised or deleted. |
| Marketing Consent Records | Until consent is withdrawn, plus 3 years thereafter for audit purposes. |
Upon expiry of the applicable retention period, personal data is securely deleted or irreversibly anonymised so that it can no longer be attributed to an identifiable individual.
Protogel implements a layered approach to data security, combining technical, organisational, and procedural controls to protect personal data against unauthorised access, accidental loss, destruction, or disclosure. Key measures include:
- Transport Encryption: All data in transit between your device and our servers is encrypted using TLS 1.2 or higher;
- Data-at-Rest Encryption: Sensitive stored data, including KYC documents and financial records, is encrypted using AES-256;
- Tokenisation: Payment method details are tokenised — we store tokens referencing your payment instruments rather than raw account numbers;
- Access Controls: Access to personal data is restricted on a strict need-to-know basis, with role-based access controls and audit logging for all access events;
- Password Security: Account passwords are stored as salted cryptographic hashes — Protogel employees cannot see your raw password;
- Penetration Testing: Our systems undergo regular independent security assessments to identify and remediate vulnerabilities;
- Incident Response: We maintain a documented data breach response procedure. In the event of a breach affecting your personal data, we will notify you and relevant authorities within the timeframes required by applicable law.
Your Responsibility: You are responsible for maintaining the confidentiality of your Protogel username and password. Protogel staff will never ask for your password via email, live chat, or any other channel. If you suspect your account has been compromised, contact our support team immediately at [email protected].
Protogel uses cookies and similar tracking technologies to operate and improve the Platform. Cookies are small text files stored on your device by your browser when you visit the Platform. We use the following categories of cookies:
- Strictly Necessary Cookies: Required for the Platform to function. These enable session management, login authentication, and security features. These cookies cannot be disabled without impairing Platform functionality;
- Performance & Analytics Cookies: Used to collect anonymised data on how visitors use the Platform — pages visited, session duration, and error events. This data helps us identify usability issues and improve the player experience;
- Functional Cookies: Store your preferences, such as language settings and game history, to personalise your experience across sessions;
- Marketing Cookies: Used only where you have given explicit consent. These track referral sources and may be used to measure the effectiveness of marketing campaigns.
You may manage cookie preferences through your browser settings. Note that disabling strictly necessary cookies may prevent you from logging into or using key features of the Platform. Detailed cookie settings can also be managed via the cookie consent tool accessible at the bottom of the Platform.
Subject to applicable law and certain conditions, you hold the following rights in respect of your personal data held by Protogel. To exercise any of these rights, contact us at [email protected] or via live chat. We will respond within 30 days.
Request a copy of the personal data we hold about you, along with information on how it is used and with whom it has been shared.
Request correction of any inaccurate or incomplete personal data we hold. For account details, you may also update information directly through your account settings.
Request deletion of your personal data where it is no longer necessary for the purposes collected, subject to our legal retention obligations which may require certain data to be kept for up to 7 years.
Request that processing of your personal data be restricted in specific circumstances — for example, if you contest the accuracy of the data or object to a particular processing activity.
Request a copy of your personal data in a structured, machine-readable format where processing is based on your consent or a contractual relationship.
Object to the processing of your personal data for direct marketing at any time. You may also object to processing based on our legitimate interests where your particular circumstances justify it.
How to Submit a Request: Email your data subject request to [email protected] with the subject line "Data Subject Request — [your full name]". We may request proof of identity before processing your request. All requests are handled within 30 days.
The Protogel platform is strictly intended for persons aged 21 years and above. We do not knowingly collect or process personal data from individuals under the age of 21. Age verification is a mandatory step in the account registration and KYC process.
If we become aware that we have inadvertently collected personal data from a person under 21 years of age, we will take immediate steps to delete such data, close the associated account, void any winnings, and return any verified deposits to the originating payment method.
If you are a parent or guardian and believe your child has registered an account on Protogel, please contact us immediately at [email protected] so that we can investigate and take appropriate action without delay.
Protogel primarily serves players in Malaysia and processes the majority of personal data within the region. Where data is transferred to processors or infrastructure providers located outside Malaysia, we ensure that adequate safeguards are in place, including:
- Data processing agreements that bind recipients to equivalent data protection standards;
- Transfer only to jurisdictions or service providers that operate under recognised data protection frameworks;
- Technical controls ensuring data remains encrypted both in transit and at rest regardless of the jurisdiction in which it is processed.
You may request information about the specific safeguards in place for any international transfer of your personal data by contacting us at [email protected].
Protogel reserves the right to update, amend, or replace this Privacy Policy at any time to reflect changes in our data practices, applicable law, or Platform functionality. When material changes are made, we will notify registered users via email or a prominent banner notice on the Platform.
The "Last Updated" date at the top of this page indicates when the current version came into effect. Your continued use of the Platform following the publication of an updated Policy constitutes your acceptance of the revised terms.
We recommend reviewing this Policy periodically. Previous versions of this Policy are available on request by contacting our support team.
If you have any questions, concerns, or requests regarding this Privacy Policy or the handling of your personal data, please contact the Protogel Data Protection team through the following channels:
Available at any time on every page of the Platform. Typical first response under 2 minutes.
Send privacy-related requests to: [email protected]
Use subject line: "Privacy Request — [your full name]"
Response within 30 days for data subject requests; within 4 hours for general support queries.
If you believe that Protogel has not adequately addressed your privacy concern, you have the right to escalate the matter to the relevant data protection authority in your jurisdiction.
Your Privacy Is Our Priority
Protogel is built on the same trust principles that define Malaysia's leading banking platforms. Your data is secure, your rights are respected, and our team is always available to help. For players aged 21 and above only.
Privacy queries: [email protected] Live chat 24/7 on every page