Privacy Policy

h5agent ("h5agent", "we", "us", "our") is committed to protecting and respecting the privacy of every individual who visits or registers on our platform ath5agent.cam (the "Platform"). This Privacy Policy ("Policy") describes in detail how h5agent collects, receives, uses, stores, shares, transfers, and otherwise processes personal data relating to users of the Platform ("you", "your", "User").

This Policy applies to all personal data processed by h5agent in connection with the delivery of its online gaming, sports betting, live casino, and related services. It covers data collected through the Platform website, any mobile interface, customer support communications, and all other touchpoints where you interact with h5agent.

By registering an Account on the Platform or by continuing to use the Platform after this Policy has been made available to you, you acknowledge that you have read and understood its contents. If you do not agree with any provision of this Policy, you should discontinue use of the Platform and close your Account.

For the purposes of this Policy, the following terms have the meanings set out below:

• "Personal Data" means any information that identifies or could reasonably be used to identify a living individual, directly or in combination with other information.
• "Processing" means any operation performed on Personal Data, including collection, storage, use, disclosure, transfer, or deletion.
• "Controller" means the entity that determines the purposes and means of processing Personal Data — in this case, h5agent.
• "Processor" means a third party that processes Personal Data on behalf of the Controller under a contractual agreement.
• "Consent" means a freely given, specific, informed, and unambiguous indication of your wishes by which you agree to the processing of your Personal Data for a stated purpose.
• "KYC" means Know Your Customer — the identity and document verification process required under our licensing obligations and anti-money laundering compliance programme.
• "Cookie" means a small text file stored on your device by the Platform to enable functionality, analytics, and personalisation.
• "Account" means the personal account registered by a User on the Platform.

h5agent collects the following categories of Personal Data in connection with your use of the Platform:

We do not intentionally collect sensitive personal data (such as racial or ethnic origin, religious beliefs, political opinions, health data, or biometric data beyond selfie KYC verification) unless explicitly required by our licensing authority and disclosed to you at the time of collection.

h5agent collects Personal Data through the following means:

1. Direct Collection: Information you provide when registering an Account, completing KYC, making a deposit or withdrawal, contacting customer support, or responding to surveys.
2. Automated Collection: Technical and Usage Data collected automatically through cookies, server logs, and similar tracking technologies when you access or interact with the Platform.
3. Payment Processors: Transaction confirmation data received from payment gateways handling MYR transactions via FPX, DuitNow, Maybank2u, CIMB Clicks, Public Bank, Hong Leong Connect, Touch 'n Go eWallet, Boost, and GrabPay.
4. Identity Verification Partners: Results and confirmation data from third-party KYC and fraud screening services used to verify your identity documents.
5. Publicly Available Sources: In limited circumstances, h5agent may cross-reference publicly available information (such as sanctions lists or politically exposed person databases) as part of our AML compliance obligations.

h5agent processes your Personal Data on the following legal bases:

• Contractual Necessity: Processing that is necessary to perform the contract between you and h5agent — including operating your Account, processing deposits and withdrawals, and delivering gaming services.
• Legal Obligation: Processing required to comply with our licensing authority's requirements, anti-money laundering regulations, and international financial compliance obligations — including mandatory KYC verification.
• Legitimate Interests: Processing necessary for h5agent's legitimate business interests, such as fraud detection, platform security, responsible gambling monitoring, and improving our services — where those interests are not overridden by your rights and interests.
• Consent: Processing for optional purposes where you have provided explicit, informed, and freely given consent — such as receiving promotional emails or SMS messages about bonuses and offers.

h5agent uses your Personal Data for the following specific purposes:

1. Account Management: Creating, maintaining, securing, and closing your h5agent Account; authenticating your identity at login; enabling password recovery and account settings changes.
2. Service Delivery: Processing deposits in MYR, settling withdrawals via your chosen payment method, crediting bonuses, and providing access to all Platform games and betting markets.
3. KYC & Age Verification: Verifying that you are at least 21 years of age; confirming your identity and address in compliance with our international licensing requirements.
4. Fraud Prevention & Security: Detecting and preventing unauthorised access, chargebacks, multi-account abuse, bonus exploitation, and money laundering activity.
5. Responsible Gambling: Monitoring play patterns to identify signs of potential problem gambling behaviour; enforcing self-exclusion orders and deposit limits set by you; complying with responsible gaming obligations under our licence.
6. Customer Support: Responding to your enquiries, resolving complaints, and maintaining records of support interactions for quality assurance purposes.
7. Platform Improvement: Analysing aggregated usage data to identify technical issues, optimise performance, and develop new features.
8. Marketing Communications: Sending you bonus offers, promotions, and platform updates by email or SMS — only where you have provided explicit consent and only until you withdraw that consent.
9. Legal & Compliance: Retaining records as required by our licensing authority, responding to lawful requests from regulatory bodies, and defending against legal claims.

h5agent does not sell, rent, or trade your Personal Data to any third party. We may disclose your Personal Data to the following categories of recipients only to the extent strictly necessary for the stated purpose:

• Payment Processors: To facilitate MYR deposits and withdrawals via FPX, DuitNow, Touch 'n Go eWallet, Boost, GrabPay, Maybank2u, CIMB Clicks, Public Bank, Hong Leong Connect, and other approved payment channels. These processors operate under contractual data processing agreements.
• KYC & Identity Verification Providers: To verify your identity documents and confirm your eligibility to use the Platform under our licensing obligations.
• Fraud & AML Screening Services: To screen transactions and user profiles against sanctions lists, politically exposed person databases, and other compliance watchlists.
• Game and Technology Suppliers: Aggregated or anonymised usage data may be shared with technology partners for platform analytics and performance optimisation. No directly identifiable Personal Data is shared for this purpose.
• Regulatory Authorities: h5agent's licensing authority and, where legally required, law enforcement agencies or government bodies — strictly in response to lawful, documented requests and only to the extent required by applicable law.
• Professional Advisors: Legal counsel, auditors, and accountants bound by confidentiality obligations, where required in connection with legal proceedings, audits, or regulatory compliance.

In all cases of data sharing with third-party processors, h5agent ensures that appropriate contractual safeguards are in place, that those processors are bound to use your data only for the specified purpose, and that they maintain security standards consistent with those described in Section 10 of this Policy.

h5agent uses cookies and similar tracking technologies (including local storage, session tokens, and pixel tags) to operate and improve the Platform. Cookies are small text files stored on your device when you access the Platform.

We use the following categories of cookies:

• Strictly Necessary Cookies: Essential for the Platform to function. These include session authentication tokens, security cookies, and load-balancing identifiers. These cannot be disabled without breaking Platform functionality.
• Functional Cookies: Remember your preferences such as language settings, game display options, and deposit method defaults to provide a personalised experience.
• Analytics Cookies: Collect aggregated, anonymised data about how users navigate the Platform — such as pages visited, time spent, and click patterns — to help us improve the Platform. No individually identifiable data is used for analytics purposes.
• Security Cookies: Used to detect and prevent fraud, unauthorised access, and bot activity. These contribute to the Platform's fraud detection infrastructure.

You may control cookie settings through your web browser's privacy preferences. Please note that disabling strictly necessary cookies will impair your ability to use the Platform, including logging in and processing transactions. h5agent does not use third-party advertising cookies or behavioural retargeting cookies.

h5agent retains Personal Data for as long as necessary to fulfil the purposes for which it was collected, and in any case for the minimum period required by our licensing authority and applicable compliance obligations. Our standard retention periods are as follows:

• Account Data & KYC Records: Retained for a minimum of 5 years following Account closure, in accordance with standard anti-money laundering compliance requirements under international gaming licensing frameworks.
• Transaction Records: Full financial transaction history is retained for a minimum of 5 years from the date of each transaction, for audit, dispute resolution, and regulatory compliance purposes.
• Communications Data: Support transcripts and email correspondence retained for a minimum of 2 years from the date of the interaction.
• Marketing Preferences: Retained for the duration of your Account and for 1 year following Account closure as an audit record of consent status.
• Technical & Usage Data: Typically retained for a rolling period of 13 months for analytics and security purposes, after which it is aggregated or deleted.

Following the expiry of applicable retention periods, Personal Data is securely deleted or irreversibly anonymised. Where complete deletion is not immediately practicable (for example, due to backup systems), data will be isolated from active processing until deletion is completed.

h5agent implements a comprehensive range of technical and organisational security measures to protect your Personal Data against unauthorised access, accidental loss, alteration, disclosure, or destruction. These measures include:

1. Encryption in Transit: All data transmitted between your device and the Platform is encrypted using TLS 1.3 (256-bit SSL). This applies to all login sessions, deposit and withdrawal requests, and personal data submissions.
2. Encryption at Rest: Sensitive Personal Data stored on h5agent servers, including KYC documents and financial records, is encrypted using AES-256 encryption.
3. Access Controls: Strict role-based access controls ensure that employee access to Personal Data is limited to those who require it to perform their job functions. All access is logged and audited.
4. Two-Factor Authentication: Available to all users as an optional but strongly recommended additional layer of Account security.
5. Real-Time Fraud Detection: Automated systems monitor Platform activity for patterns indicative of fraud, unauthorised access, or account takeover attempts.
6. Regular Security Audits: h5agent commissions periodic independent security assessments and penetration tests to identify and remediate vulnerabilities.

As a registered user of h5agent, you have the following rights in relation to your Personal Data. These rights may be subject to limitations where their exercise would conflict with h5agent's legal obligations, such as our data retention requirements under anti-money laundering compliance programmes.

To exercise any of the above rights, please contact h5agent via the support details set out in Section 16. We will acknowledge your request within 5 business days and aim to resolve it within 30 calendar days. Where additional time is required due to complexity, we will notify you accordingly.

The h5agent Platform is intended exclusively for adults aged21 and above. h5agent does not knowingly collect, process, or retain Personal Data from individuals under the age of 21. The KYC identity verification process is specifically designed to confirm that all registered users meet this minimum age requirement.

If h5agent becomes aware that Personal Data has been collected from an individual under the age of 21 without verified parental consent, we will immediately suspend the associated Account, delete the collected data, and refund any real-money deposits to the originating payment method to the extent operationally possible.

If you believe that a minor has registered an Account on the Platform, please contact our support team immediately at the address listed in Section 16 so that we can take prompt action.

The h5agent Platform may contain references to third-party services, including payment processors such as Maybank2u, CIMB Clicks, Public Bank, Hong Leong Connect, Touch 'n Go eWallet, Boost, GrabPay, DuitNow, and FPX. When you navigate to a third-party site or service, you are leaving the h5agent Platform and are subject to that third party's own privacy policy and terms of use.

h5agent is not responsible for the privacy practices, data security standards, or content of any third-party websites or services. We encourage you to review the privacy policies of all third-party services you use in connection with your h5agent Account.

The inclusion of any third-party payment service on the Platform does not constitute h5agent's endorsement of that service's privacy practices beyond the contractual safeguards described in Section 7of this Policy.

h5agent operates under an international gaming licence, and certain aspects of Platform infrastructure, data processing, and third-party service provision may involve the transfer of Personal Data to countries outside Malaysia. Where such transfers occur, h5agent ensures that appropriate safeguards are in place to protect your Personal Data to a standard consistent with this Policy.

Safeguards employed for international transfers include contractual clauses that impose data protection obligations on receiving parties equivalent to those described in this Policy, and selection of third-party processors that maintain internationally recognised security certifications.

h5agent does not transfer Personal Data to jurisdictions where adequate data protection standards cannot be assured, unless required to do so by a lawful order from a competent regulatory authority.

h5agent reserves the right to update or amend this Privacy Policy at any time. When material changes are made — particularly changes that affect the purposes for which your Personal Data is used, the categories of third parties with whom it is shared, or your rights as a data subject — h5agent will:

1. Update the "Last Updated" date displayed at the top of this document.
2. Publish the revised Policy on the Platform with reasonable notice prior to the new Policy taking effect.
3. Where the changes are significant, notify registered users by email to the address associated with their Account.

Your continued use of the Platform following the effective date of any amended Privacy Policy constitutes your acknowledgement of the updated terms. If you do not agree with any material amendment, you should discontinue use of the Platform and submit an Account closure request to our support team.

If you have any questions, concerns, or formal requests regarding this Privacy Policy or the manner in which h5agent processes your Personal Data, please contact our Data Protection team using the details below:

We endeavour to acknowledge all privacy-related enquiries within 5 business days and to resolve data rights requests within 30 calendar days. For complex requests, we may require additional time and will notify you in advance with a projected resolution date.

For urgent account security issues, such as suspected unauthorised access, our 24/7 live chat support is the fastest channel and is available directly through the Platform at any time.