VGame.gg Privacy Policy

Last Updated: Feb 15, 2026

This Privacy Policy explains how VGame.gg (“VGame,” “we,” “us,” or “our”) collects, uses, stores, discloses, and protects personal information when you access or use our website, product pages, checkout pages, payment features, customer support channels, order systems, and related services (collectively, the “Services”).

VGame.gg is a game-related digital service platform operated under the VGame brand by JOYLEVEL PTE. LTD. The Services may include direct top-up, login-based top-up, in-game item transaction support, CDK / redemption code services, and other virtual product-related services for global players.

The Services may be available to users in multiple countries and regions. However, availability may vary by product, game, user location, payment method, local law, sanctions restrictions, supplier coverage, publisher rules, and operational risk controls. We may refuse, cancel, restrict, or refund orders that originate from unsupported regions or that create payment, legal, tax, sanctions, fraud, platform-policy, or operational risk.

By accessing or using the Services, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with this Privacy Policy, please do not use the Services.

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1. Information We Collect

We collect information that is reasonably necessary to provide, process, secure, support, and improve the Services.

1.1 Information You Provide to Us

When you create an account, place an order, contact customer support, participate in promotions, or otherwise use the Services, you may provide information such as:

1. Name, nickname, account display name, or customer support name.
2. Email address, phone number, or other contact information.
3. VGame account login information, where account registration is available.
4. Order information, including game title, product selected, quantity, price, currency, order status, delivery method, and order history.
5. Game-related delivery information, such as UID, player ID, role ID, server, region, platform, character name, account email, phone number, or other identifiers required by the relevant game or product.
6. Information submitted for login-based top-up services, such as temporary login credentials, verification assistance, security code assistance, or account access details, where required for order fulfillment.
7. Customer support communications, including messages, screenshots, order evidence, payment evidence, delivery confirmation, complaint details, refund requests, and dispute materials.
8. Information submitted for refunds, payment disputes, fraud checks, chargeback defense, account verification, sanctions screening, or legal compliance.

1.2 Payment-Related Information

When you make a purchase, payment information may be collected and processed by third-party payment service providers. Depending on the payment method and user location, this may include:

1. Payment method type.
2. Transaction ID or payment reference number.
3. Billing details required by the payment provider.
4. Payment status, payment amount, currency, payment time, and refund status.
5. Risk review results, chargeback status, dispute records, fraud signals, or payment verification results.

VGame generally does not store complete card numbers, full bank account details, or complete payment credentials unless expressly required and permitted by applicable payment rules. Payment processing is mainly handled by third-party payment providers according to their own terms and privacy policies.

1.3 Automatically Collected Information

When you access VGame.gg, we may automatically collect technical and usage information, including:

1. IP address.
2. Device type, browser type, operating system, language settings, time zone, and approximate location derived from IP address.
3. Pages viewed, buttons clicked, referring URLs, access times, session duration, product interactions, and checkout activity.
4. Order-related technical logs, delivery logs, security logs, error logs, fraud prevention logs, and system activity records.
5. Cookie identifiers, local storage identifiers, pixels, tags, and similar online identifiers.

You can manage or reject certain cookies through your browser settings or through any cookie preference tool made available on VGame.gg. For more information, please review our Cookies Policy.

1.4 Information from Third Parties

We may receive information from third parties where necessary for service delivery, security, payment processing, fraud prevention, analytics, or legal compliance. These third parties may include:

1. Payment processors and payment gateways.
2. Fraud prevention, risk control, and security service providers.
3. Game-related suppliers, distributors, or fulfillment partners.
4. Analytics, advertising, and website performance service providers.
5. Customer support tools and communication platforms.
6. Banks, card networks, payment dispute platforms, or chargeback processors.
7. Legal, regulatory, law enforcement, or dispute resolution authorities, where applicable.

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2. How We Use Information

We use the information we collect for the purposes described below.

2.1 To Provide and Fulfill the Services

We may use your information to:

1. Create, process, verify, and complete orders.
2. Deliver direct top-up products, game credits, virtual currency, in-game items, memberships, subscriptions, CDKs, gift codes, or other digital products.
3. Complete login-based top-up services when requested by the user.
4. Confirm game account information, server information, region information, product compatibility, and delivery status.
5. Provide order tracking, delivery updates, receipts, and service notifications.
6. Handle refunds, cancellations, redelivery requests, failed orders, incorrect order information, and support cases.

2.2 To Provide Customer Support

We may use your information to:

1. Respond to inquiries, complaints, refund requests, and service requests.
2. Verify order ownership, account information, and payment status.
3. Investigate delivery problems, account information errors, failed transactions, or disputes.
4. Maintain records of support conversations for service quality, fraud prevention, dispute resolution, and chargeback defense.

2.3 To Process Payments and Prevent Fraud

We may use your information to:

1. Process payments, refunds, payment confirmations, and transaction records.
2. Detect and prevent fraud, unauthorized payments, stolen payment methods, chargeback abuse, account misuse, coupon abuse, bot activity, and suspicious activity.
3. Conduct risk reviews, payment verification, account verification, sanctions screening, and compliance checks.
4. Protect VGame, users, payment providers, suppliers, and other parties from financial loss, security incidents, or abuse.

2.4 To Improve and Operate the Website

We may use information to:

1. Maintain, monitor, test, and improve VGame.gg.
2. Analyze website traffic, product demand, user behavior, conversion performance, checkout performance, and service quality.
3. Fix bugs, detect technical issues, and optimize page performance.
4. Develop new features, products, service processes, and user experience improvements.

2.5 To Send Service and Promotional Communications

We may use your contact information to send:

1. Order confirmations, payment notices, delivery updates, refund updates, and account security notices.
2. Customer support replies and dispute-related communications.
3. Important changes to our terms, policies, services, or security practices.
4. Promotional offers, coupons, product recommendations, event notices, or marketing messages, where permitted by applicable law.

You may opt out of marketing communications where an unsubscribe or opt-out method is available. However, we may still send non-marketing service messages that are necessary for orders, account security, legal compliance, policy updates, or dispute handling.

2.6 To Comply with Legal and Regulatory Obligations

We may use your information to:

1. Comply with applicable laws, regulations, payment network rules, sanctions requirements, tax obligations, anti-fraud rules, and consumer protection requirements.
2. Respond to lawful requests from courts, regulators, law enforcement agencies, payment providers, or dispute resolution bodies.
3. Enforce our User Agreement, Refund Policy, Cookies Policy, marketplace rules, and other applicable terms.
4. Protect our legal rights, users, suppliers, payment partners, and business operations.

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3. How We Share Information

We do not sell your personal information for money. However, we may share information with trusted parties where necessary for the purposes described in this Privacy Policy.

3.1 Service Providers

We may share information with third-party service providers that help us operate the Services, including:

1. Payment processors and payment gateways.
2. Fraud prevention and risk control providers.
3. Game product suppliers, distributors, or fulfillment partners.
4. Customer support platforms and communication tools.
5. Hosting, cloud storage, security, monitoring, and technical service providers.
6. Analytics, advertising, and performance measurement providers.
7. Professional advisers, such as legal, accounting, compliance, or audit service providers.

These service providers may access information only as needed to perform services for us and are expected to protect the information according to appropriate confidentiality and security obligations.

3.2 Game-Related Fulfillment Partners

For certain products, we may need to share limited order information with suppliers or fulfillment partners to complete delivery. This may include game title, product type, server, region, platform, UID, player ID, role ID, character name, order amount, delivery instructions, or other information necessary to complete the order.

For login-based top-up services, account access information may be used only as necessary to complete the requested service, verify the order, prevent fraud, or resolve delivery issues.

3.3 Payment, Fraud, and Dispute Handling

We may share relevant information with payment providers, banks, card networks, fraud prevention providers, dispute resolution bodies, or law enforcement agencies when necessary to process transactions, prevent fraud, respond to chargebacks, investigate unauthorized payments, or protect legal rights.

3.4 Legal Compliance and Protection

We may disclose information if we reasonably believe that disclosure is necessary to:

1. Comply with applicable laws, regulations, legal processes, or governmental requests.
2. Enforce our User Agreement, Privacy Policy, Refund Policy, Cookies Policy, or other terms.
3. Detect, prevent, or address fraud, security issues, technical issues, or illegal activity.
4. Protect the rights, property, safety, or legitimate interests of VGame, JOYLEVEL PTE. LTD., users, suppliers, payment providers, or the public.

3.5 Business Transfers

If VGame, JOYLEVEL PTE. LTD., or related business assets are involved in a merger, acquisition, restructuring, financing, sale of assets, transfer of business, bankruptcy, or similar transaction, user information may be transferred as part of that transaction, subject to reasonable confidentiality and legal protections.

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4. Login-Based Top-Up and Sensitive Account Information

Certain services may require users to provide temporary login credentials, verification information, security code assistance, or account access assistance. Because this information may be sensitive, VGame applies additional handling rules.

4.1 User Authorization

By submitting login information or verification assistance, you represent that:

1. You are the lawful owner of the relevant game account or are authorized to use and manage it.
2. You authorize VGame to access the account only for the purpose of completing the requested service, verifying delivery, preventing fraud, or resolving order issues.
3. The information you provide is accurate, lawful, and not obtained through unauthorized means.

4.2 Limited Use and Credential Deletion

VGame will use login-based information only for purposes such as:

1. Completing the requested top-up or digital delivery.
2. Verifying delivery status.
3. Resolving order disputes or support issues.
4. Preventing fraud, abuse, unauthorized access, or chargeback abuse.

Temporary game login passwords, verification codes, or similar access credentials provided for login-based top-up will be deleted, anonymized, or rendered inaccessible after the order is completed and the reasonable complaint or dispute review period has expired, generally no later than 14 days after order completion, unless longer retention is necessary for fraud investigation, chargeback defense, legal compliance, security review, or dispute resolution.

4.3 Third-Party Game Security and Account Risk

You understand that login-based top-up may involve account access from a device, IP address, network, fulfillment environment, or geographic location that differs from your normal usage pattern. Third-party game publishers or platforms may detect unusual login behavior, non-routine IP activity, cross-region activity, account sharing, payment differences, or other account security signals.

Any resulting account verification, security lock, warning, rollback, top-up reversal, currency deduction, item removal, restriction, suspension, ban, or similar action taken by a third-party game publisher or platform is a known industry risk and is not controlled by VGame.

VGame collects IP address, device information, order records, login assistance records, and delivery logs for our own fraud prevention, order fulfillment, customer support, security, and dispute handling. VGame cannot control and is not responsible for third-party game publishers or platforms enforcing their own terms of service, account security systems, regional policies, or anti-fraud rules.

4.4 Recommended User Protection Measures

For your own security, you should:

1. Use login-based services only when necessary.
2. Avoid sharing unrelated personal information.
3. Change your password after the order is completed where appropriate.
4. Revoke temporary access where the game or platform allows it.
5. Enable two-factor authentication or other security features where supported by the game or platform.
6. Contact customer support immediately if you suspect unauthorized access or abnormal account activity.

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5. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by law.

Retention periods may vary depending on the type of information and the purpose of processing. For example:

1. Order records may be retained for customer support, accounting, tax, fraud prevention, chargeback defense, and dispute resolution purposes.
2. Payment and transaction records may be retained as required by payment providers, financial regulations, tax rules, or chargeback handling requirements.
3. Customer support records may be retained to resolve disputes, improve service quality, and prevent abuse.
4. Security logs and risk-control records may be retained to detect fraud, unauthorized access, bot activity, payment risk, sanctions risk, or system abuse.
5. Account information may be retained while your account remains active and for a reasonable period after account closure where necessary.
6. Temporary login credentials used for login-based top-up are handled according to Section 4.2 above.

When information is no longer needed, we will delete, anonymize, or securely store it according to applicable legal and operational requirements.

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6. Data Security

VGame uses reasonable technical, administrative, and organizational measures to protect personal information against unauthorized access, loss, misuse, alteration, disclosure, or destruction.

These measures may include access controls, encryption where appropriate, security monitoring, order risk review, internal permission management, system logging, secure service provider arrangements, and limited access to sensitive order information.

However, no website, payment system, communication channel, or digital storage method is completely secure. We cannot guarantee absolute security. You are responsible for keeping your account credentials, email access, device access, payment information, and game account information secure.

If you believe that your information, VGame account, payment method, or game account has been compromised, please contact us immediately.

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7. International Data Transfers

Because VGame serves global players and works with international payment, hosting, analytics, customer support, fraud prevention, and fulfillment partners, your information may be transferred to, stored in, or processed in countries or regions other than where you live.

Where required by applicable law, we will take reasonable measures to protect transferred information, such as contractual safeguards, access controls, security measures, or other lawful transfer mechanisms.

By using the Services, you understand that your information may be processed internationally for service delivery, payment processing, fraud prevention, customer support, hosting, analytics, legal compliance, and dispute resolution purposes.

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8. Your Privacy Rights

Depending on your country, region, or state of residence and applicable law, you may have certain rights regarding your personal information. These rights may include:

1. The right to request access to the personal information we hold about you.
2. The right to request correction of inaccurate or incomplete personal information.
3. The right to request deletion of certain personal information.
4. The right to object to or restrict certain types of processing.
5. The right to withdraw consent where processing is based on consent.
6. The right to receive a copy of certain personal information in a portable format.
7. The right to opt out of certain marketing communications.
8. The right to opt out of certain uses of personal information for targeted advertising, where applicable.
9. The right to opt out of the sale or sharing of personal information, where applicable.
10. The right not to be discriminated against for exercising applicable privacy rights.

These rights may be subject to legal limits. For example, we may need to retain certain information to complete orders, prevent fraud, resolve disputes, process refunds, comply with legal obligations, handle tax or accounting requirements, defend chargebacks, or enforce our terms.

To exercise privacy rights, please contact us at privacy@vgame.gg. We may need to verify your identity or request additional information before processing your request.

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9. Children’s Privacy

The Services are not intended for children under the minimum age required by applicable law. VGame does not knowingly collect personal information from children without appropriate parental or legal guardian consent where such consent is required.

Users under 18 should use the Services only with the involvement and consent of a parent or legal guardian, and only where permitted by applicable laws and game publisher rules.

If you are a parent or legal guardian and believe that a child has provided personal information to us without proper consent, please contact us at privacy@vgame.gg. We will take reasonable steps to review and delete such information where required by applicable law.

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10. Third-Party Websites and Services

The Services may contain links to third-party websites, game platforms, payment pages, social media pages, customer support tools, analytics tools, or other external services.

VGame is not responsible for the privacy practices, security measures, content, terms, or policies of third-party websites or services. Your use of third-party services is subject to their own terms and privacy policies.

We encourage you to review the privacy policies of any third-party services before providing personal information or completing transactions through them.

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11. Marketing and Advertising

VGame may use limited information to provide promotional messages, product recommendations, coupons, advertising measurement, referral tracking, and marketing analytics.

Where required by applicable law, we will obtain consent before sending certain types of marketing communications or using certain non-essential tracking technologies.

You may opt out of promotional emails or messages by following the unsubscribe instructions provided in the communication or by contacting customer support. Opting out of marketing communications does not affect necessary service-related communications, such as order confirmations, delivery notices, refund updates, payment notices, security alerts, or legal notices.

For more information about cookies, pixels, advertising identifiers, and related tracking technologies, please review our Cookies Policy.

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12. Changes to This Privacy Policy

VGame may update this Privacy Policy from time to time to reflect changes in our Services, business operations, technologies, legal requirements, or data practices.

When we update this Privacy Policy, we will revise the “Last Updated” date at the top of this page. Where required by law or where changes are material, we may provide additional notice through the website, email, account notification, or other reasonable methods.

Your continued use of the Services after the updated Privacy Policy becomes effective means that you acknowledge the updated policy. If you do not agree with the updated Privacy Policy, you should stop using the Services.

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13. Contact Us

If you have any questions, requests, complaints, or concerns regarding this Privacy Policy or our handling of personal information, please contact us through the following methods:

Privacy / Legal Requests: privacy@vgame.gg Customer Support: support@vgame.gg Website: VGame.gg

If these email addresses are not yet active, VGame should activate and monitor them before publishing this Privacy Policy.

When contacting us about privacy matters, please provide sufficient information for us to identify your request, such as your order number, account email, relevant transaction details, and a clear description of your concern. Please do not send unnecessary sensitive information unless requested for verification or dispute resolution.

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End of Privacy Policy