mixue Platform Account Terms
When you open an account on mixue, you agree to our terms of service, which govern how we handle your personal data, process your deposits and withdrawals, and operate our gaming and sportsbook services. We enforce these terms consistently across all jurisdictions where our services are available. Our terms are transparent—we explain what we require from you, what we commit to providing, and what happens if either party breaches the agreement.
We at mixue structure our account terms around five key areas: account opening and verification, deposits and withdrawals, bonus and promotion terms, dispute resolution, and jurisdiction notice. Each area reflects our commitment to fair, transparent operation and your responsibility to use our platform in compliance with applicable law. We update our terms periodically and notify you of material changes via email and on our platform.
This page outlines the core terms you accept when you open a mixue account. If you have questions about any term, our support team is available via email and in-app messaging to clarify.
Our mixue Account Opening and Verification Process
When you register on mixue, we require accurate personal information: your full name, email address, phone number, and date of birth. We use this information to create your account, verify your identity, and comply with anti-fraud regulations. You must be of legal age in your jurisdiction to open an account; we do not specify a global age minimum because legal requirements vary by location.
We undertake KYC (Know Your Customer) verification by requesting identity documents—such as a national ID card, passport, or driver's license—and proof of address. We process these documents securely through encrypted uploads and delete them after verification is complete, usually within 1–2 business days. If we cannot verify your identity, we notify you and give you an opportunity to resubmit documents or contact our support team for assistance.
We verify every account to protect both you and our platform against fraud, money laundering, and unauthorized use.
Our mixue deposit terms and payment methods
On mixue, we accept deposits through multiple payment partners: DANA, e-wallet, mobile banking, local payment, and online payment for mobile wallets, as well as e-wallet and direct bank transfers via mobile banking, local payment, online payment, and e-wallet virtual accounts. You select your preferred method, confirm the deposit amount, and complete the transfer through your banking app. We verify each deposit against your bank's confirmation and credit your account balance immediately upon verification.
We do not charge hidden fees for deposits. Any transaction fee imposed by your bank or payment provider is your responsibility. We display all applicable costs before you confirm a deposit. Our deposit minimums and maximums vary by payment method and are displayed in your account's deposit menu. Deposits from users in Jakarta, Surabaya, Bandung, and Medan are processed through the same systems with consistent timelines.
Our mixue withdrawal policy and processing
When you request a withdrawal on mixue, we return funds to the payment method you used for deposits. If you deposited via mobile banking, your withdrawal goes to local payment. If you used a online payment Virtual Account, we return funds to your registered e-wallet account. We process withdrawal requests within standard review windows—typically 1–3 business hours on weekdays, longer on weekends and public holidays.
Our system performs anti-fraud checks on every withdrawal, which may extend processing time in some cases. If we detect unusual activity or cannot verify your identity, we contact you to confirm the request before releasing funds. Larger withdrawals may require additional KYC documentation. Once we release funds from our system, your bank or payment provider handles final processing; delays beyond our release are their responsibility.
Our mixue bonus and promotion terms
We offer optional promotions—such as welcome bonuses, reload bonuses, and seasonal campaigns—to eligible account holders. Every promotion carries specific terms: minimum deposit required, promotional value, conditions for using the promotional credit, and any wagering or usage requirements before you can withdraw promotional funds.
You always see full promotion terms before claiming a bonus. Promotional balances are held separately from your real balance, so you understand exactly what is promotional credit and what is your deposited money. If promotion terms require you to use the credit on specific games or markets before withdrawing, we display those restrictions clearly. Bonuses are optional; you can always deposit without claiming a promotion.
Our mixue account security and password management
We protect your account with encrypted password storage and optional two-factor authentication (2FA) via SMS or email. You are responsible for keeping your password confidential. If you forget your password, we reset it by verifying your email and phone number within subject to verification. If you believe someone has accessed your account without authorization, contact our support team immediately so we can investigate and secure your account.
We encrypt all data transmitted between your phone or browser and our servers using industry-standard TLS protocols. We do not store sensitive payment information (credit card numbers, full bank details) on our system; payment processing is handled by certified third-party providers. Your personal data is stored securely and accessed only by authorized staff for account administration and regulatory compliance.
Our mixue dispute resolution and complaints process
If you believe a transaction is incorrect or experience a dispute, contact our support team with details of the transaction. We investigate disputes within 5–7 business days and provide a written response explaining our findings. If we find an error, we correct it and credit your account. If you remain unsatisfied, we provide information on how to escalate your complaint through applicable regulatory channels.
We log all disputes and review them to identify systemic issues. Our goal is to resolve problems fairly and transparently. During major holidays like Idul Fitri or Idul Adha, response times may extend slightly due to reduced staffing, but we prioritize all disputes equally regardless of when they are submitted.
Our jurisdiction notice and service availability
Our services are available only in jurisdictions where online gaming and sportsbook operations are permitted by law. We do not offer our services to users in jurisdictions where such services are prohibited. Users are responsible for verifying that their access and use of mixue comply with their own jurisdiction's regulations.
We reserve the right to suspend or terminate accounts that violate applicable law, engage in fraud, or breach our terms. If we suspend your account, we retain your balance and notify you of the reason. You can request withdrawal of your balance if permitted by law, or dispute the suspension through our complaints process. These terms are governed by the laws of the jurisdictions in which we operate, and any legal action must be pursued through the mechanisms we specify in your account agreement.
Your responsibilities and our commitments on mixue
When you use mixue, you agree to provide truthful information, protect your account password, and use our platform only for lawful purposes. You agree not to attempt to circumvent our security measures, engage in fraudulent transactions, or use automated tools to access our services. We enforce these rules consistently and may terminate accounts that breach them.
We commit to operating transparently: we disclose all fees, display promotion terms clearly before you claim bonuses, process deposits and withdrawals promptly, and handle your personal data securely. We maintain detailed transaction records so you can review your account history anytime. We provide support in English via email and in-app messaging during standard business hours.
Our terms reflect our commitment to fair, compliant operation. If you have questions about any term or how we apply it, contact our support team. By opening an account on mixue, you accept these terms in full.