Terms & Conditions Surga19 — Guide
Complete Platform Usage

These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("User", "Member", or "you") and surga19 ("Company", "platform", "we", or "surga19"), governing your use of the surga19 digital entertainment platform, accessible via the website surga19.wine and any related subdomains or applications.

By accessing, registering, logging in to, or using any part of the surga19 platform, you acknowledge that you have read, understood, and agree to be bound by all Terms set out in this document, together with our Privacy Policy and Responsible Gaming Policy, which are incorporated as part of this agreement.

If you do not agree with any part of these Terms, you are required to cease using the surga19 platform immediately. Continued use of the platform following the publication of any amendments to these Terms will be considered your acceptance of those amendments.

To be eligible to register and use the surga19 platform, you must meet all of the following requirements without exception:

• Be at least 21 years of age at the time of registration and throughout the entire period of platform use.
• An individual residing in Malaysia or who has the legal capacity to use the platform under the laws applicable to you.
• Register an account in your own name, not on behalf of another person or corporate entity.
• Not currently subject to an active self-exclusion limit that you yourself have set.
• Have the legal capacity to enter into a binding agreement.
• Has never previously been banned from using the surga19 platform for any reason.

3.1 One Account Per User

Each individual is permitted to hold and use only one active account on surga19. Owning multiple accounts — whether under the same name, different details, or by any other means — constitutes a serious breach of these Terms. Surga19 employs advanced detection systems to identify duplicate accounts. Once detected, all associated accounts will be closed immediately and all balances — including deposited funds and winnings — will be forfeited.

3.2 Accuracy of Registration Information

You are required to provide accurate, complete, and up-to-date information during registration and to update it whenever any changes occur. This includes your full legal name, active phone number, email address, and payment details. Providing false or misleading information is a breach of these Terms and may result in account closure without notice.

3.3 Account Security

You are solely responsible for keeping your account password confidential. It is strongly recommended that you:

• Using a strong password that includes a combination of uppercase letters, lowercase letters, numbers and symbols.
• Do not reuse the same password across other services.
• Does not share login credentials with anyone, including family members.
• Log out of your account after every session, especially when using a shared or public device.
• Report any unauthorised access to our support team immediately.

4.1 Accepted Deposit Methods

Surga19 accepts deposits via the following payment methods only — all of which are local Malaysian payment options processed in Malaysian Ringgit (RM):

4.2 Withdrawal Conditions

Withdrawals from your surga19 account are subject to the following conditions:

• Your account must be fully verified, including phone number and email confirmation.
• Any rollover requirements associated with a received bonus must be fully met before a withdrawal of bonus funds is permitted.
• The minimum withdrawal amount is RM 50 per transaction.
• Withdrawals must be made to the same payment method or the same name used for the original deposit.
• surga19 reserves the right to request additional verification documents before processing withdrawals of large amounts.

4.3 Withdrawal Processing Times

Withdrawals to e-wallets (Touch 'n Go, GrabPay, Boost, ShopeePay) are typically processed within 5 to 15 minutes. FPX withdrawals to a bank account may take between 30 minutes and 2 hours depending on the bank's processing time. VIP Gold members and above receive priority processing and higher withdrawal limits.

Surga19 offers its members a variety of bonuses and promotions from time to time. All bonuses are subject to specific terms stated alongside each offer. The following general terms apply to all bonuses unless stated otherwise:

5.1 General Bonus Terms

• Bonuses may only be claimed once unless stated otherwise in the relevant promotion's terms.
• Bonuses are valid for one registered account per individual, per address, per device and per IP address.
• Surga19 reserves the right to void any bonus claimed through illegitimate means or in violation of the spirit of the promotion.
• Bonuses cannot be transferred between accounts.
• surga19 reserves the right to modify, suspend, or cancel any promotion at any time with reasonable notice.

5.2 Rollover Requirements (Wagering)

Rollover requirements refer to the number of times the total deposit plus bonus amount must be wagered before any withdrawal is permitted. The rollover rate is stated in each promotion's terms. For example, a 10x rollover on an MYR 100 bonus means you must place bets totalling MYR 1,000 before you can withdraw those bonus funds.

5.3 Game Contribution Rates Towards Rollover

Not all games contribute equally toward rollover requirements. Generally, slots contribute at the highest rate, while table games such as blackjack and baccarat contribute at a lower rate. Full contribution rate details are available on the respective promotions page or by contacting our customer support.

Surga19 is committed to providing a fair, transparent, and consistent gaming environment for all members. Our fair play principles are as follows:

• All Live Casino games — including baccarat, roulette, blackjack, Dragon Tiger, Sic Bo, and more — are played with real physical cards and dice, dealt by live human dealers in front of a live camera.
• Slot games and RNG games use a Random Number Generator that has been independently audited by a recognised third party.
• The advertised RTP (Return to Player) for each game is accurate and based on long-term statistical analysis, not a guarantee of short-term returns.
• Game results are final and cannot be disputed once a session has concluded, unless there is clear evidence of a verifiable technical system failure.
• Any technical disruption during an active game session will be resolved based on the transaction records logged in surga19's system, which shall be considered accurate and final.

6.1 Sports Betting and Football

For Sports Betting — including Malaysia Super League football, EPL, La Liga, e-sports and other sports — the odds displayed at the time a bet is placed are the odds that apply. Surga19 reserves the right to void any bet placed after an event has started, or where odds have been incorrectly displayed due to a technical error. Stakes from voided bets will be returned to your account balance.

The following activities are strictly prohibited on the surga19 platform and may result in immediate account closure, forfeiture of balances, and legal action where applicable:

8.1 Closure by User

You may close your surga19 account at any time by contacting our support team via live chat or email. Prior to closure, all rollover requirements tied to active bonuses must be fulfilled, and any eligible balance may be withdrawn in accordance with standard withdrawal procedures.

8.2 Closure or Suspension by Surga19

Surga19 reserves the right to temporarily suspend or close any user's account without prior notice under the following circumstances:

• Violation of any part of these Terms.
• Suspicion or evidence of fraud, money laundering or other illegal activity.
• Providing false information during registration or verification.
• A self-exclusion request that you yourself have imposed.
• Legal or regulatory compliance requirements that apply.

The surga19 platform is provided "as is" without any express or implied guarantees or warranties. To the maximum extent permitted by applicable law, surga19 shall not be liable for:

• Any financial losses incurred as a result of gaming activity on the platform.
• Service disruptions caused by scheduled or unscheduled system maintenance.
• Any losses resulting from internet failure or device issues on the user's end.
• Processing delays caused by third-party payment providers.
• Any indirect, consequential or punitive losses.

Your use of the surga19 platform is entirely at your own risk. Gambling involves the risk of losing money. Please only wager what you can afford to lose.

Surga19 reserves the right to modify, update or replace any part of these Terms at any time at our sole discretion. Notice of amendments will be provided via one or more of the following methods:

• A notification will be sent to the user's account upon their next login.
• Email sent to the address registered to your account.
• Announcements on the platform's main page.
• Update the "Last Updated" date on this page.

Your continued use of the surga19 platform after an amendment's effective date constitutes your acceptance of the updated Terms. If you do not agree to the changes, you have the right to close your account before the effective date.

Surga19 is fully committed to promoting responsible gaming. We provide the following tools, accessible directly from your account settings:

• Daily / Weekly / Monthly Deposit Limits — Set a cap on how much you can deposit within a chosen time period.
• Loss Limit — An automatic limit that stops gameplay once you reach your set loss threshold.
• Session Play Limits — A time limit feature that automatically ends your session after a set period.
• Temporary Self-Exclusion — Restrict access to your account for a period of 24 hours, 7 days, 30 days, or 6 months.
• Permanent Self-Exclusion — Permanently close your account with protection against re-registration.

Surga19 is intended for entertainment purposes only. If you are concerned about your own gambling habits or those of someone close to you, please use these tools or reach out to our support team for guidance. More information on responsible gaming is available on our dedicated page.

If you have any questions, concerns, or complaints regarding these Terms & Conditions or any aspect of the surga19 platform, please reach out to us through the following channels:

• Live Chat: Available 24/7 via the chat icon at the bottom of the platform. Average response time is under 2 minutes.
• Email: support@surga19.wine — for enquiries requiring documentation or formal written correspondence.

The surga19 support team communicates in both Bahasa Melayu and English. We operate 24 hours a day, including Malaysian public holidays. We do not use automated bots to handle genuine enquiries — you will always be speaking with a trained human agent who has a thorough understanding of the platform.