kocok arisan FAQ

Users ask about account setup, payment methods, game rules, and account security when they first register or encounter a technical question during play. Some questions also arise during high-traffic periods like Piala AFF or Idul Fitri, when payment queues lengthen or support volume peaks.

This page covers the most common topics we receive: account registration and KYC verification, deposit and withdrawal processes, game rules, account preferences, and how to reach our support team. If your question is not answered here, or if you need help with a specific transaction, use the support contact details below.

For detailed terms, account policies, or rules specific to live-dealer games and sports betting, please read our full terms page. This FAQ is a quick reference and does not replace those formal documents.

Account and registration

Account opening takes four steps. First, visit the registration page and enter your username, email, password, and mobile phone number. Second, verify your email via the link we send — this step takes seconds. Third, log in and complete KYC verification by uploading a government ID (driving licence, national identity card, or passport) and a proof of address (utility bill or rental agreement). Fourth, make your first deposit via DANA, e-wallet, mobile banking, local payment, online payment, or bank transfer through e-wallet, mobile banking, local payment, or online payment. Your account is active once verification is complete and your deposit clears.

We require two documents for account verification. The first is a valid government-issued identity document: a national ID (KTP), driving licence, or passport. The second is proof of address: a recent utility bill (water, electricity, or internet), a rental agreement, a bank statement, or a local council letter, dated within the past three months. Both documents must be clear, fully visible, and show your full name. If your address document does not match your identity document name, you will be asked to provide additional clarification — this is standard practice across the region.

On the login page, click the "Forgot password?" link. Enter your email address or username, and we will send a password reset link to your registered email. Click the link (valid for 24 hours) and enter a new password. Your new password must be at least 8 characters and include a mix of uppercase, lowercase, and numbers. If you do not receive the reset email, check your spam folder or wait a few minutes — emails can be slow during peak periods like Idul Fitri. If the problem continues, contact support with your username and registered email address.

Payments and transactions

We do not charge deposit or withdrawal fees. The fees you see during payment are set by your bank or payment provider (e-wallet, mobile banking, local payment, online payment, or e-wallet) — not by kocok arisan. Bank transfers (mobile banking, local payment, online payment, e-wallet) typically carry standard interbank charges that vary by provider. To minimise costs, check with your bank for any promotion periods that waive transfer fees. If you use a mobile wallet like mobile banking, check the app for any active fee-free periods.

If a deposit does not complete, your money returns to your payment method within 1–3 business days. Check your bank or wallet balance first — the transaction may appear as "pending" initially. Do not re-submit the same payment until you confirm the original one failed; double deposits can take longer to reverse. For withdrawals, we process requests within 24 hours on weekdays; weekend requests start processing the following Monday. If your withdrawal does not appear after 3 business days, or if your deposit remains missing after 5 days, contact support immediately with your transaction ID (found in your account history or bank statement).

Mobile wallets (local payment, online payment, e-wallet, mobile banking) are typically instant — your deposit clears to your kocok arisan balance within seconds. local payment transfers are also fast, usually completing within subject to verification. Bank transfers (online payment, e-wallet, mobile banking, local payment) can take 1–3 hours during business hours (08:00–17:00 Monday–Friday) and up to 24 hours on weekends or public holidays. During high-volume periods like Piala AFF finals or Idul Fitri, all methods may experience delays. Check the estimated time in the deposit form before you submit.

Game rules and features

Before your first bet, read our terms page to understand: (1) account restrictions based on where you are located; (2) account limits you can set yourself (deposit caps, session timers); (3) that you are solely responsible for the accuracy of your account information and payment details. For sports betting, understand match cancellations and how we settle bets if a match is postponed or abandoned. For live-dealer games, familiarise yourself with the house rules for blackjack hit/stand, roulette payout odds, and baccarat side bets. For slots, note that all outcomes are random and determined at the moment of spin. Our full game rules are in the Terms section of your account menu.

Free bets and free spins are credits awarded to your account under specific conditions — for example, after you deposit for the first time, or during promotional windows. Free bets can only be used on sports markets; free spins can only be used on selected slots like Aviator, Sweet Bonanza, or Fortune Tiger. They do not convert directly to cash — any winnings from free bets or free spins are subject to playthrough requirements set at the time of the offer. Check your account's "Promotions" tab to see active offers and their conditions. If you decline an offer, it expires after the stated period — we do not hold or restore expired credits.

We offer markets across Liga 1, Piala AFF, Champions League, Premier League, and other international leagues. Common markets are match winner (home / draw / away), total goals (over/under a set number), both teams to score (yes/no), and Asian handicap (goal advantage to level odds). Odds are displayed in decimal format. When a match is cancelled or postponed, bets are voided and refunded unless the match is rescheduled and played within a set number of days — check the specific market rules in your account. Live in-play betting is available for most matches once they start.

Dragon Tiger is a fast live-dealer card game where one card is dealt to the Dragon hand and one to the Tiger hand — the higher card wins. You can bet on Dragon, Tiger, or Tie. The game uses standard playing cards ranked from Ace (lowest) to King (highest). Suits do not matter. If Dragon and Tiger have the same rank, it is a Tie, and Tie bets win at higher odds. Each hand is dealt within seconds, making Dragon Tiger one of the quickest games in our live-dealer studios. Check the studio page for the current house rules and side-bet options.

Account management and support

Log in to your kocok arisan account and go to Settings (or Account Preferences). There you can update your registered email, phone number, and password. You can set deposit caps (limiting how much you spend per day, week, or month) and session timers (limiting how long you play in one sitting). You can also enable two-factor authentication for added security. If you want to pause your account temporarily — for example, to review your activity or for personal reasons — select the "Pause account" option and choose a duration (7 days to 30 days). During a pause, you cannot log in or place new bets, but you can resume whenever you choose within the pause period.

You can reach our support team through the "Help" link in your account menu (available once you log in), or via email at [email protected]. We also offer live chat during peak hours. Response times vary: live chat answers within subject to verification, email responses within 2–4 hours on weekdays. During heavy periods like Liga 1 finals or Idul Adha, responses may take longer. Have your account username and the date/time of the issue ready when you contact us. We support communication in Indonesian and English.

Yes. To close your account, log in and navigate to Account Settings, then select "Close account." You will be asked to confirm your reason (optional) and to withdraw any remaining balance first. Once closed, your account cannot be reopened — you will need to register fresh if you return. We retain account data as required by law and keep transaction records for regulatory compliance. Closing your account does not delete your data; if you want to know what personal data we hold, contact support with a data-subject-access request.
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