1. Introduction and Scope of This Policy

12track is a trusted online gaming platform in Malaysia, operating under the domain 12track.pro. We understand that privacy is more than a legal requirement — it is the foundation of the trust you place in us every time you login and play.

This Privacy Policy explains in detail how we collect, use, store, and protect your personal information. It covers all services offered by 12track, including live casino, slot games, fish shooting, Bingo, program VIP, and all communication channels of our platform.

This policy applies to all individuals who access or use the 12track platform, whether as a general visitor, registered user, or active member. If you disagree with any part of this policy, we advise you to discontinue use of the platform.

2. Information We Collect

12track collects two main categories of information: information you provide directly, and information collected automatically as you use the platform.

2.1 Information You Provide

  • Registration information: Full name, phone number, email address, date of birth, and the password you create when opening an account.
  • Identity verification document (KYC): National ID (MyKad), passport, or valid identity document submitted during the account verification process.
  • Banking information: Bank account number, account holder name, and payment details required to process deposits and withdrawal you.
  • Communications: Any messages, complaints, or feedback you send to the 12track support team via live chat, email, or other communication channels.

2.2 Information Collected Automatically

  • Technical data: IP address, browser type and version, device operating system, and screen resolution information.
  • Usage data: Pages visited, session duration, games played, betting history, and navigation patterns within the platform.
  • Cookies and similar technologies: We use session cookies and persistent cookies to maintain your login, save your preferences, and analyze usage patterns to improve your platform experience.
  • Location data: General location information based on your IP address for regulatory compliance and account security purposes.
All KYC documents you submit are stored in an encrypted storage system that is separate from the main operational database. Access to these documents is restricted to authorised personnel only.

3. How We Use Your Information

Every piece of data we collect is used for clear and legitimate purposes. Below is a complete list of how 12track uses your data:

Purpose of Use Data Type Legal Basis
Member account management Registration information Contractual Agreement
Financial transaction processing Banking data, KYC Contractual Agreement
Identity verification (KYC) Identity document Legal requirement
Fraud prevention & anti-money laundering All data categories Legal requirement
Platform experience improvement Usage data, cookies Legitimate interest
Customer support communications Contact information, communications Contractual Agreement
Marketing communications (with consent) Email, phone number Your Consent
Regulatory reporting compliance Transaction records, KYC Legal requirement

4. Data Sharing with Third Parties

12track does not sell your personal data. However, in the normal course of platform operations, we may share certain information with the following categories of parties:

4.1 Payment Processors

To facilitate deposit and withdrawal transactions, we share the necessary banking details with licensed payment processors such as FPX, DuitNow, and supported digital wallet providers. All processors are bound by strict confidentiality agreements and comply with PCI-DSS security standards.

4.2 Technical Service Providers

Third-party companies that assist us with server hosting, platform analytics, customer support, and fraud prevention may have limited access to the data required for their tasks. They are not permitted to use this data for any other purpose.

4.3 Authorities and Regulatory Bodies

12track will disclose personal information to government authorities or regulatory bodies when required by law, court order, or valid legal process. We will notify you of such disclosures where possible unless prohibited by law.

12track never shares your data with data brokers, third-party advertising companies, or any entity that has no direct operational relationship with our platform.

5. Data Security and Protection Measures

We continuously invest in the latest security infrastructure to ensure your data remains protected at all times. Key security measures we have implemented include:

  • End-to-end encryption: All data transmitted between your device and our servers uses TLS 1.3 protocol with AES-256 encryption.
  • Role-based access control: Only staff who require access to perform their specific duties are permitted to view sensitive member data.
  • Two-factor authentication (2FA): Our internal systems use multi-factor authentication for all staff access to member data.
  • Periodic vulnerability scanning: Our security team conducts regular penetration testing and vulnerability scanning to identify and address emerging risks.
  • Secure data backup: Data is regularly backed up to a separate encrypted storage location to ensure service continuity.
  • 24/7 monitoring: Our automated threat detection system monitors for unusual activity around the clock and triggers alerts to our security team whenever necessary.

6. Cookies and Tracking Technologies

12track uses cookies and similar technologies to enhance your user experience. Cookies are small text files stored on your device when you visit our platform.

There are four types of cookies we use:

  1. Essential cookies: Required for core platform functions such as maintaining your login session and processing transactions. These cookies cannot be disabled.
  2. Preference cookies: Stores your preferences such as language, display theme, and platform settings you have selected.
  3. Analytics cookies: Helps us understand how members use the platform so we can continually improve the gaming experience.
  4. Security cookies: Used to detect and prevent fraudulent activity, including suspicious login attempts.

You can manage cookie settings through your browser preferences. However, disabling essential cookies may affect the overall functionality of the platform.

7. Your Rights as a Data Subject

As a 12track member, you have clear rights regarding your personal information. We respect and facilitate the exercise of these rights:

  • Right of access: You may request a copy of the personal information we hold about you at any time.
  • Right to rectification: If your information is inaccurate or incomplete, you have the right to request an immediate correction.
  • Right to erasure: You may request the deletion of your personal data, subject to legal record retention requirements.
  • Right to restriction of processing: You may request that we restrict the processing of your data under certain circumstances, such as while a dispute is being investigated.
  • Right to data portability: You have the right to receive your personal data in a machine-readable format for transfer to another service provider.
  • Right to object: You may object to the processing of your data for direct marketing purposes at any time.
  • Right to withdraw consent: Where data processing is based on your consent, you may withdraw that consent at any time without affecting the validity of prior processing.
To exercise any of the above rights, contact the 12track support team via live chat. We will process your request within 7 working days and provide written feedback.

8. Data Retention Period

12track retains your personal data for as long as your account is active or as long as necessary to provide services to you. Following account closure, we retain certain records in accordance with legal and regulatory requirements:

  • Financial transaction records: 7 years from the date of transaction (legal requirement)
  • KYC Document: 5 years after account closure (AML compliance requirement)
  • Support communication logs: 3 years from the date of interaction
  • Non-identifiable usage and analytics data: may be retained indefinitely
  • Basic account information: 2 years after account closure

Once the retention period has ended, your data will be securely deleted using methods that ensure it cannot be recovered.

9. Children's Privacy

12track Platform not directed at individuals under the age of 18. We do not knowingly collect personal information from minors. If we find that we have collected data from an underage individual, the account will be terminated immediately and all related data will be deleted.

If you believe that someone under the age of 18 has registered a 12track account, please contact our support team immediately so we can take the appropriate action.

10. Links to Third-Party Sites and Services

The 12track platform may contain links to third-party game provider services, such as casino software providers. When you access games operated by third-party providers, their own privacy policies may apply to data they collect directly.

12track is not responsible for the privacy practices of any third-party websites or services. We encourage you to read the privacy policy of each service you use.

11. Cross-Border Data Transfers

In certain situations, your personal data may be transferred to and stored on servers located outside Malaysia. When this occurs, 12track ensures that such transfers are safeguarded by protective measures equivalent to Malaysia's requirements, including the use of standard data protection clauses in agreements with overseas server providers.

12. Changes to This Privacy Policy

12track reserves the right to update this privacy policy at any time to reflect changes in operations, legal requirements, or industry best practices. The date of the most recent update will always be displayed at the top of this document.

For significant changes, we will notify active members by email or in-platform notification at least 14 days before the changes take effect. Continued use of the platform after the effective date indicates your acceptance of the updated policy.

You may refer to Terms and Conditions us for more information about your rights and responsibilities as a 12track member. For further enquiries, the FAQ we provide answers to the most frequently asked questions.