h5agent Privacy Policy

1. Introduction

Welcome to h5agent ("we", "us", "our"). h5agent is Malaysia's trusted online casino and sports betting platform, providing slots, live dealer games, sportsbook, fishing games, horse racing, and more — all accessible in Malaysian Ringgit (MYR) with fast local payment support.

This Privacy Policy describes how h5agent collects, uses, discloses, and safeguards the personal information of individuals who access or use our website at https://h5agent.lat and any related services (collectively, the "Platform"). This policy applies to all users located in Malaysia andother regions accessing our Platform.

By registering an account, depositing funds, or otherwise using the h5agent Platform, you acknowledge that you have read, understood, and agree to the collection and use of your information in accordance with this Privacy Policy. If you do not agree with any part of this policy, you should discontinue use of the Platform immediately.

This policy should be read together with our Terms & Conditions and our Responsible Gaming guidelines, which together govern your relationship with h5agent.

2. Information We Collect

h5agent collects personal information through a variety of interactions with our Platform. The categories of information we may collect include:

2.1 Registration & Account Information

When you create an h5agent account, we collect information necessary to set up and verify your identity, including:

• Full legal name (as per your MyKad or passport)
• Date of birth (to verify you are aged 21 or above)
• Email address and mobile phone number
• Residential address (including city — e.g. Kuala Lumpur, Penang, Johor Bahru, Petaling Jaya, Bangsar)
• Preferred currency (MYR / USDT)
• Username and encrypted password

2.2 Identity Verification (KYC)

As part of our Know Your Customer (KYC) obligations and responsible gaming commitments, we may require you to submit copies of government-issued identification documents such as your MyKad, passport, or driving licence, as well as proof of address (utility bills, bank statements) and proof of payment method ownership where applicable.

2.3 Financial & Transaction Data

We collect information related to deposits, withdrawals, and betting activity on the Platform, including:

• Payment method details (e.g. Touch 'n Go eWallet, Boost, GrabPay, DuitNow, FPX, Maybank, CIMB, Public Bank, USDT wallet address)
• Transaction amounts, timestamps, and reference numbers
• Account balance and bonus redemption history

We do not store full card numbers or banking credentials directly on our servers. Payment processing is handled through secured third-party payment gateways.

2.4 Usage & Technical Data

When you browse or interact with the h5agent Platform, we automatically collect certain technical data, including:

• IP address and approximate geolocation
• Device type, operating system, and browser version
• Pages visited, session duration, and click-stream data
• Referring URLs and search terms that led you to our Platform

2.5 Communications Data

If you contact our customer support team via live chat, email, or any other channel, we retain records of those communications to assist with resolving disputes, improving service quality, and maintaining compliance records.

3. How We Use Your Information

h5agent uses the personal information we collect for the following purposes:

• Account Management: To create, maintain, and secure your h5agent account, and to verify your identity and age (21+) as required.
• Service Delivery: To process deposits and withdrawals, credit bonuses, settle bets, and provide access to all games and features on the Platform.
• Fraud Prevention & AML Compliance: To detect, investigate, and prevent fraudulent transactions, money laundering, and other prohibited activities in compliance with applicable laws and regulations.
• Customer Support: To respond to your enquiries, resolve disputes, and deliver ongoing support in English, Bahasa Melayu, and Mandarin.
• Personalisation: To tailor game recommendations, promotional offers, and Platform features to your preferences and betting history.
• Marketing Communications: To send you promotional emails, SMS messages, or in-Platform notifications about new games, bonuses, and offers — but only where you have opted in to receive such communications. You may opt out at any time.
• Analytics & Improvement: To analyse usage patterns, monitor Platform performance, and continuously improve the h5agent user experience.
• Legal Compliance: To comply with applicable laws, regulatory requirements, court orders, or lawful requests from government authorities.
• Responsible Gaming: To identify patterns of potentially problematic gambling behaviour and, where appropriate, to apply responsible gaming tools such as deposit limits or self-exclusion in accordance with our Responsible Gaming policy.

4. Sharing of Information

h5agent does not sell, rent, or trade your personal data to third parties for their own marketing purposes. We may, however, share your information with the following categories of recipients under strictly controlled conditions:

• Payment Service Providers: Local and international payment processors (including e-wallet operators such as Touch 'n Go and Boost, and banking partners such as Maybank, CIMB, and Public Bank) require certain transaction data to process your deposits and withdrawals securely.
• Identity Verification Partners: Third-party KYC and AML screening services that assist us in verifying user identities and screening against sanctions lists or politically exposed person (PEP) databases.
• Game Software Providers: Our casino games are powered by licensed third-party software providers. Limited usage data may be shared with these providers solely for the purpose of delivering game services and detecting cheating or collusion.
• Regulatory & Law Enforcement Authorities: Where required by law, court order, or official government request, we may disclose your personal information to the relevant authorities. We will notify you of such disclosure where legally permissible.
• Corporate Transactions: In the event of a merger, acquisition, or sale of all or a portion of our assets, your personal information may be transferred to the acquiring entity, subject to the same privacy protections described in this policy.
• Service Providers & Contractors: Trusted vendors who provide us with IT infrastructure, fraud detection, analytics, email delivery, and customer support services under binding data processing agreements that prohibit them from using your data for any other purpose.

All third parties with whom we share data are required to maintain appropriate technical and organisational security measures and to process your data only in accordance with our instructions and applicable data protection laws.

5. Cookies & Tracking Technologies

h5agent uses cookies, web beacons, pixel tags, and similar tracking technologies to enhance your experience on our Platform, analyse traffic patterns, and deliver relevant content. Below is a summary of the types of cookies we use:

• Strictly Necessary Cookies: Essential for the operation of our Platform — these include session authentication cookies that keep you logged in to your h5agent account. These cannot be disabled without affecting Platform functionality.
• Performance & Analytics Cookies: Help us understand how players navigate the Platform, which pages are most visited, and where errors occur. This data is aggregated and anonymised wherever possible.
• Functional Cookies: Remember your preferences such as language selection, deposit currency, and notification settings to provide you with a more personalised experience on return visits.
• Marketing & Targeting Cookies: Used, with your consent, to deliver relevant promotions and to measure the effectiveness of our marketing campaigns. You may opt out of these cookies at any time through your browser settings or by contacting our support team.

Most web browsers allow you to control cookies through their settings preferences. Please note that disabling certain cookies may impact the functionality of the h5agent Platform. For more details on how to manage your cookie preferences, please refer to your browser's help documentation.

6. Data Retention

h5agent retains your personal data only for as long as is necessary to fulfil the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law. In general:

• Active Account Data: Retained for the duration of your account relationship with h5agent, plus a minimum of five (5) years following account closure to meet AML and regulatory record-keeping obligations.
• Transaction Records: Financial transaction records are retained for a minimum of seven (7) years from the date of the transaction in compliance with applicable financial regulations.
• KYC Documentation: Identity verification documents are retained for five (5) years following the termination of the business relationship, or longer if required by a regulatory authority.
• Customer Support Records: Communications with our support team are retained for up to three (3) years to assist with dispute resolution and service improvement.
• Marketing Data: Where you have opted in to marketing communications, we retain your contact preferences until you withdraw consent. Upon opt-out, your data is removed from our active marketing lists within thirty (30) days.

When personal data is no longer required, h5agent will securely delete or anonymise it in accordance with industry-standard data destruction procedures.

7. Data Security

h5agent employs a comprehensive set of technical and organisational security measures to protect your personal data against unauthorised access, accidental loss, disclosure, alteration, or destruction. These measures include:

• 256-bit SSL/TLS encryption for all data transmitted between your browser or app and our servers
• Encrypted storage of sensitive data fields including passwords (hashed with bcrypt) and financial credentials
• Role-based access controls limiting staff access to personal data on a strict need-to-know basis
• Regular penetration testing and vulnerability assessments conducted by independent security professionals
• 24/7 infrastructure monitoring for anomalous access patterns or potential data breaches
• Two-factor authentication (2FA) options available to all h5agent account holders for additional account security

While h5agent takes every reasonable precaution to secure your data, no system is completely impenetrable. In the event of a data breach that is likely to result in a high risk to your rights and freedoms, we will notify you without undue delay and take all necessary steps to contain and remediate the incident.

You also have a role to play in keeping your account secure. Please use a strong, unique password for your h5agent account, do not share your login credentials with others, and contact us immediately if you suspect unauthorised access to your account.

8. Your Rights

As an h5agent player, you have the following rights with respect to your personal data. To exercise any of these rights, please contact our support team via live chat or by emailing [email protected].

• Right of Access: You have the right to request a copy of the personal data we hold about you, along with information about how and why we process it.
• Right to Rectification: If any of the personal data we hold about you is inaccurate or incomplete, you have the right to request that we correct or update it.
• Right to Erasure ("Right to be Forgotten"): In certain circumstances, you may request that we delete your personal data. Please note that we may be required to retain certain data to comply with legal obligations, even after an erasure request.
• Right to Restrict Processing: You may request that we limit the way we use your personal data in circumstances where you contest its accuracy, or object to our use of it, while your request is being considered.
• Right to Data Portability: Where technically feasible, you may request a copy of your personal data in a structured, commonly used, machine-readable format.
• Right to Object: You have the right to object to our processing of your personal data for direct marketing purposes at any time. You may also object to processing based on our legitimate interests.
• Right to Withdraw Consent: Where our processing is based on your consent, you may withdraw that consent at any time without affecting the lawfulness of processing carried out prior to withdrawal.

We will respond to all valid data rights requests within thirty (30) days of receipt. In complex cases, we may extend this period by a further sixty (60) days, in which case we will notify you of the extension and the reasons for it.

9. Minor Protection — Strictly 21+

h5agent is an online gambling platform intended exclusively for adults aged 21 years and above. We do not knowingly collect, process, or retain personal data from individuals under the age of 21.

As part of our account registration process, all users are required to confirm their date of birth and submit valid government-issued identification. Any account found to belong to a person under the age of 21 will be immediately suspended, all funds returned (where legitimately deposited), and any winnings forfeited in accordance with our Terms & Conditions.

If you believe a minor has created an account with h5agent or has gained access to the Platform, please contact our support team immediately at [email protected] so that we may investigate and take appropriate action without delay.

We also encourage parents and guardians to make use of parental control tools and internet filtering software to prevent underage access to online gambling platforms. For guidance on responsible gaming and self-exclusion tools, please visit our Responsible Gaming page.

10. Changes to This Policy

h5agent reserves the right to update or modify this Privacy Policy at any time. When we make changes, we will update the "Effective Date" at the top of this page and, where the changes are material, we will notify you via email or a prominent notice on the Platform prior to the changes taking effect.

We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your personal data. Your continued use of the h5agent Platform following the posting of any changes constitutes your acceptance of the revised Privacy Policy.

If you disagree with any changes to this Privacy Policy, you should stop using the Platform and may request the closure of your account by contacting our support team.

11. Contact Us

If you have any questions, concerns, or requests relating to this Privacy Policy or the way h5agent handles your personal data, please do not hesitate to get in touch with us through any of the following channels:

• Live Chat: Available 24 hours a day, 7 days a week directly on the h5agent Platform — in English, Bahasa Melayu, and Mandarin.
• Email: [email protected] — we aim to respond to all privacy-related enquiries within two (2) business days.

For formal data rights requests (access, erasure, portability, etc.), please include your full registered name, account username, and a clear description of your request so that we can verify your identity and process your request efficiently.

h5agent is committed to resolving any privacy concerns you may have in a fair, transparent, and timely manner. We value the trust you place in us and take our obligations as a data handler seriously.