sayu Terms of Use
When you create an account on sayu, you enter into an agreement with us as the platform operator. These terms set out what we expect from you, what you can expect from us, and how disputes are handled. We keep our language straightforward: no hidden clauses, no ambiguous conditions, and no surprise restrictions. This document explains your rights and responsibilities, how your account works, and what happens if something goes wrong.
Our approach is to be transparent about the conditions under which we operate. We do not lock you into terms designed to confuse; instead, we spell out account policies, deposit and withdrawal rules, bonus conditions, and dispute resolution so you can make an informed decision about using sayu. If you have questions about any term after reading this guide, contact our support team—they are available during business hours to clarify.
This guide covers account opening, deposits and withdrawals, game rules and fairness, bonus terms, jurisdiction restrictions, and how we handle disputes. We speak in the first person (we, our) because these are sayu's policies and commitments. By creating an account on sayu, you agree to these terms. If you do not agree, you should not open an account.
Account opening and eligibility
To open a sayu account, you must be at least 18 years old and legally permitted to use our services in your jurisdiction. We do not offer accounts to residents of jurisdictions where online gaming is prohibited by law. Our services are available only where local law permits; users are responsible for verifying that their access and use comply with their own jurisdiction's regulations.
When you register, you provide an email address, create a password, and verify your phone number via SMS code. This takes about two minutes. If you want to enter tournaments, access our sportsbook, or withdraw funds, we require identity verification: a valid ID (national ID, passport, or driver's license) and proof of residence (utility bill, bank statement, or rental agreement). Our verification process runs during business hours; most documents are reviewed within a few hours.
You are responsible for keeping your password secure and for any activity that occurs under your account. If you suspect unauthorized access, contact us immediately. We undertake to investigate account-security concerns and help you recover your account through verification.
Deposits and withdrawals
sayu accepts nine payment methods: DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, and e-wallet. Digital wallets post instantly; bank transfers typically complete within a few hours. We do not charge hidden deposit fees; any fees are disclosed before you confirm your transaction.
When you withdraw, funds return to your original payment method. We process withdrawal requests during business hours; our compliance team reviews each request to meet anti-money-laundering standards. Most withdrawals complete within a few hours of your request. For large withdrawals, we may ask for additional verification documents as a fraud-prevention measure.
We do not guarantee subject to verification. Processing times depend on your bank's infrastructure and our compliance review. If you have questions about a withdrawal status, contact our support team during business hours and we will update you.
Bonus and tournament terms
sayu offers various bonuses—welcome offers for new accounts, reload bonuses on deposits, and tournament prize payouts. All bonuses and tournament prizes are subject to the terms published at the time you claim them. We do not offer fixed bonus amounts; instead, we describe bonuses generically (for example, "an attractive welcome offer" or "deposit match bonus, terms apply"). The specific terms—including any wagering requirements, game restrictions, or time limits—are detailed in the offer description before you claim.
Tournament payouts are calculated according to the published leaderboard rules and payout structure. When a tournament closes, we settle payouts within a few hours and credit them to your account balance. Payouts are not "guaranteed winnings"—they depend on your final leaderboard position relative to other participants.
We reserve the right to adjust promotional offers, bonus terms, or tournament schedules with notice. If you have questions about a specific bonus or tournament, contact our support team and we will clarify the conditions.
Game mechanics and fairness
All games on sayu—slots (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways), live-dealer tables (blackjack, roulette, baccarat, Dragon Tiger), and sportsbook markets—are operated by licensed third-party providers. Each game publishes its Return to Player (RTP) percentage and rules in the game info panel. RTP represents the long-term percentage of wagers returned to players; this figure is set by the game provider and audited independently. We do not alter RTP or game mechanics.
We use certified random number generators (RNG) for slot and game outcomes. Live-dealer games are streamed from professional studios and are subject to the same fairness standards. Our platform simply displays the games and manages your account balance; we do not control or influence game outcomes.
If you experience a technical issue in a game—such as a spin failing to complete, a bonus not triggering, or a live-dealer feed dropping—document the game session ID and contact our support team. We investigate technical issues and escalate them to the game provider if needed.
Dispute resolution and complaints
If you believe sayu has breached these terms or treated you unfairly, contact our support team during business hours (Monday–Friday, 08:00–20:00 Jakarta time; weekends 10:00–18:00). Describe your complaint, provide any relevant transaction IDs or game session IDs, and our team will investigate.
Most complaints are resolved within a few business days. If we cannot reach agreement, we will explain our decision and provide information about external dispute resolution if available. We do not charge a fee for complaint handling.
Disputes about tournament payouts, game outcomes, or account access should be directed to our support team with supporting documentation (leaderboard screenshots, transaction records, etc.). We take all complaints seriously and aim to resolve them transparently.
We undertake to resolve complaints within a few business days
Our support team investigates all disputes involving account access, game fairness, withdrawals, or bonus terms. Contact us with details and supporting evidence during business hours.
Jurisdiction and service availability
Our services are available only in jurisdictions where online gaming is permitted by law. We do not knowingly operate in jurisdictions where such activity is prohibited. Users are responsible for verifying that their access and use of sayu comply with their own jurisdiction's regulations. If you are in a jurisdiction where online gaming is prohibited, you should not open an account on sayu.
Residents of Jakarta, Surabaya, Bandung, Medan, and Semarang may access sayu if their local regulations permit. However, compliance with local law is your responsibility. If you are uncertain about your jurisdiction's stance on online gaming, contact our support team or consult local legal advice before accessing the platform.
We do not actively promote our services in jurisdictions where gaming is prohibited. However, we do not block access based on IP address alone, so users who access sayu from prohibited jurisdictions do so at their own risk.
Account suspension and closure
We reserve the right to suspend or close your account if we detect fraudulent activity, money laundering, underage access, or terms violations. If we suspend your account, we will attempt to notify you of the reason. Any funds in your account at the time of suspension remain yours and will be returned via withdrawal once the investigation concludes.
If you wish to close your account voluntarily, contact our support team and we will process the closure. Your account balance will be returned to your registered payment method within a few business days.
Closure or suspension does not absolve you of any liability under these terms or applicable law. If we discover fraudulent activity or regulatory violations, we will cooperate with relevant authorities as required.
Data protection and privacy
When you register on sayu, you provide personal information (email, name, phone, identity documents). We keep your data secure using standard encryption and access controls. Your data is used to verify your identity, process deposits and withdrawals, manage tournaments, and comply with anti-money-laundering regulations. We do not sell your data to third parties.
Our full privacy policy is available on our website and explains data retention, how we handle requests to delete your data, and your rights regarding your personal information. If you have privacy questions, contact our support team.
Changes to these terms
We may update these terms from time to time. When we make significant changes, we will notify you by email or through a notice on your account dashboard. Your continued use of sayu after the change constitutes acceptance. If you do not accept the updated terms, you should close your account.
How to contact sayu
Our support team is available during business hours (Monday–Friday, 08:00–20:00 Jakarta time; weekends 10:00–18:00) to answer questions about these terms, your account, deposits, withdrawals, tournaments, and games. You can reach us via email or live chat through your account dashboard. We respond to inquiries within a few hours during business hours.
By creating an account on sayu, you agree to these terms and acknowledge that you have read and understood them. If you have any final questions before opening an account, contact our support team and we will be happy to clarify.