raft Legal Notice

Platform security layers

We at raft implement multiple security layers to protect account data throughout the entire account lifecycle — from registration through deposit, gameplay, withdrawal, and account closure. Every connection between your mobile device or desktop and our servers is encrypted using SSL/TLS protocols, the same encryption standard employed by banks for online transactions. This encryption is automatic and transparent; you do not need to configure any security settings. Your account password is stored using one-way cryptographic hashing, a method that ensures even our staff cannot view your original password. If you forget your password, we initiate a secure password reset workflow: we send a verification link to your registered email or phone number, and you create a new password through that link. We never transmit passwords via email or plaintext channels. Two-factor authentication (2FA) adds an additional security layer — once enabled, logging into raft from a new device or after a logout requires a one-time verification code sent to your registered email or SMS. This prevents unauthorized account access even if someone obtains your password through phishing or a data breach elsewhere. Our account security workflow includes automatic session timeouts — after subject to verification of inactivity, you are logged out, protecting your account if you leave your phone unattended. We monitor all account activity in real time, flagging suspicious patterns such as multiple failed login attempts, unusually large withdrawals, logins from unexpected geographic locations, or rapid account changes. When we detect anomalies, we contact you immediately to verify the activity is legitimate or lock your account for protection. Your payment data — e-wallet account numbers, bank account details — is never stored on your device or in plaintext form on our servers. We use tokenisation, storing only a reference ID. Our data centres maintain 24/7 physical security, redundant power supplies, automated backups, and disaster recovery protocols, ensuring your account data is never lost due to hardware failure. We undergo quarterly security audits by independent third-party firms; audit reports and security certifications are available upon request to our compliance team.

Game fairness and RTP

Games on raft fall into two categories: RNG-driven games and live-dealer games. RNG-driven games — such as slots like Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways — use certified Random Number Generators that have undergone independent third-party testing and monthly audit. These audits confirm that our RNG produces statistically random outcomes without bias or manipulation. RNG fairness means each spin outcome is statistically independent; results from previous spins have zero influence on future spins. We publish the Return to Player (RTP) percentage for each RNG game, representing the theoretical long-term payout rate calculated across millions of spins across all players globally. RTP applies to the entire player base over extended time periods, not individual sessions. In the short term, players experience variance — streaks of losses or wins that deviate significantly from published RTP — which is statistically normal and expected. We do not adjust or manipulate individual spins to meet daily quotas, punish frequent winners, or favour new players. Each spin outcome is determined by our RNG algorithm without human intervention. Live-dealer games — blackjack, roulette, baccarat, Dragon Tiger — depend on physical dealing or ball physics, not software. Fairness is ensured through live-streamed video, allowing you to observe the entire dealing process. Our dealers comply with gaming regulations, undergo regular training and background checks, and use audited equipment. All games are audited monthly for compliance with published rules and payout structures. We guarantee that game outcomes are never predetermined, rigged, or manipulated based on your account balance, deposit method, or playing history.

KYC verification process

Know Your Customer (KYC) verification is required by financial regulations in all jurisdictions where we operate. When you register on raft, we collect your full legal name, date of birth, and residential address. Before you can deposit funds, withdraw, or play games, you must submit a government-issued identity document — national ID card, passport, or driver's licence — and a recent utility bill (electricity, water, or internet bill dated within the last three months) to verify residential address. Our compliance team reviews documents manually; typical review time is one business day, though peak periods may extend to two days. During holidays like Imlek, Idul Fitri, or Idul Adha, review may take slightly longer due to reduced staff. Documents must be clear, in focus, and display all relevant information — full name, date of birth, issue date, expiry date, and issuing authority. We accept digital photographs or scanned PDFs. Once verified, your account is flagged as "KYC complete," and you can deposit, withdraw, and play without further documentation unless you request changes to your account details. We store identity documents in encrypted form and retain them only as long as required by law. We never share documents with third parties without your explicit written consent, except where legally required by regulators, law enforcement, or financial authorities. If a document is rejected — expired, illegible, or mismatched details — we notify you immediately with specific feedback and give you an opportunity to resubmit. Some jurisdictions may require additional verification for large withdrawals, such as video-call verification or proof of source of funds. Our support team guides you through these steps clearly if applicable to your account.

User feedback and review channels

We at raft actively encourage players to share feedback about our platform, games, and services. Reviews can be submitted via your account dashboard after completing a gaming session; they are moderated to remove spam and abusive content, but genuine feedback — positive or negative — is published and visible to other players. When reading reviews from other players, consider their experience level and timeframe. A new player unfamiliar with how randomness operates in short-term sessions may rate a slot game lower after experiencing early losses; this reflects their personal outcome, not the game's fairness or our platform's quality. A long-time player's review, reflecting hundreds or thousands of hands or spins, carries more statistical weight because it approaches true long-term performance aligned with published RTP. We do not fabricate reviews, pay players to post positive comments, or suppress negative feedback. We welcome honest third-party assessment from independent review websites and do not censor critical reviews. If you experience a technical problem — connection drop mid-game, missing balance update, disputed outcome — report immediately to our support team with details: account ID, game or transaction ID, time of issue, device type, connection type. Our team investigates every complaint and provides resolution or explanation within 48 hours. Our complaint resolution rate exceeds non-specific info, meaning most issues are resolved to the player's satisfaction or through appropriate remediation if a system error is confirmed. Contact support via in-app chat, email, or our FAQ page, which is updated regularly with common questions from players across Jakarta, Surabaya, Bandung, and Medan.