apkhijau Casino & Sportsbook FAQ
Our users ask us about account setup, deposits and withdrawals, game rules, live-dealer table limits, slot mechanics, esports markets, and how to keep their account secure. This page answers the questions we hear most often.
We have structured this FAQ by topic so you can find answers quickly—whether you are starting your first deposit, joining a blackjack table, or verifying your identity for withdrawal. If your question is not covered here, or if you need to discuss a specific account issue, our support team is available to help.
For detailed information about how we collect and protect your data, please read our privacy policy. Our full terms of service cover dispute resolution, bonus terms, and jurisdiction-specific rules. The legal notice outlines the jurisdictions where apkhijau operates and clarifies that our services are available only where applicable local law permits.
What this FAQ covers
- Account and registrationhow to start, KYC verification, password recovery
- Payments and transactionsdeposit and withdrawal via DANA, e-wallet, mobile banking, local payment, online payment, and Indonesian banks
- Game rules and mechanicsfootball betting, live-dealer tables, slots, esports markets, and RTP
- Security and account careaccount protection, password reset, transaction troubleshooting
Read the answers below, grouped by topic. If you need further assistance, contact our support team through your account dashboard or the in-app messaging system.
Account and registration
We require a government-issued ID (such as your Indonesian KTP) and a proof of address document—typically a utility bill, bank statement, or rental agreement dated within the last three months. You upload both documents through our secure portal. We do not store these files longer than required by Indonesian financial regulations. Once your KYC review is complete (usually within one business day), you will see an "approved" status in your account settings. If we need clarification, we will email you and ask you to resubmit. You cannot make withdrawals until KYC approval is confirmed.
We require a government-issued ID (such as your Indonesian KTP) and a proof of address document—typically a utility bill, bank statement, or rental agreement dated within the last three months. You upload both documents through our secure portal. We do not store these files longer than required by Indonesian financial regulations. Once your KYC review is complete (usually within one business day), you will see an "approved" status in your account settings. If we need clarification, we will email you and ask you to resubmit. You cannot make withdrawals until KYC approval is confirmed.
On the login page, click "Forgot your password?" You will be asked to enter the email address or username associated with your apkhijau account. We will send a password-reset link to that email. Follow the link, set a new password (at least 8 characters, including a number and a special character), and confirm. The reset link expires after 24 hours for security. If you do not receive the email within a few minutes, check your spam folder or contact our support team. For added security, we recommend enabling two-factor authentication on your account once you have regained access.
On the login page, click "Forgot your password?" You will be asked to enter the email address or username associated with your apkhijau account. We will send a password-reset link to that email. Follow the link, set a new password (at least 8 characters, including a number and a special character), and confirm. The reset link expires after 24 hours for security. If you do not receive the email within a few minutes, check your spam folder or contact our support team. For added security, we recommend enabling two-factor authentication on your account once you have regained access.
If you notice login attempts you do not recognise, or if your balance or bet history looks unusual, change your password immediately and enable two-factor authentication. Then contact our support team with the date and time of the suspicious activity. We will review your account logs and advise on next steps. Do not delay—account security is our priority. If unauthorised transactions have occurred, we will investigate and escalate to our payments team. Our terms set out the process for disputing transactions, and we aim to respond within 48 hours of receiving a formal complaint.
If you notice login attempts you do not recognise, or if your balance or bet history looks unusual, change your password immediately and enable two-factor authentication. Then contact our support team with the date and time of the suspicious activity. We will review your account logs and advise on next steps. Do not delay—account security is our priority. If unauthorised transactions have occurred, we will investigate and escalate to our payments team. Our terms set out the process for disputing transactions, and we aim to respond within 48 hours of receiving a formal complaint.
Payments and transactions
We support deposits via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and direct bank transfers (mobile banking, local payment, online payment, e-wallet). Minimum and maximum limits vary by payment method and are displayed in your deposit form. Typically, mobile wallets accept deposits from a few thousand rupiah upward, while bank transfers may have higher minimums and maxima. During Idul Fitri and year-end periods, some providers may adjust their limits temporarily. Check your chosen payment method's limits before confirming the transaction. All deposits are processed instantly or within minutes; if your deposit does not appear within subject to verification, check your bank or wallet app for confirmation, then contact support.
We support deposits via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and direct bank transfers (mobile banking, local payment, online payment, e-wallet). Minimum and maximum limits vary by payment method and are displayed in your deposit form. Typically, mobile wallets accept deposits from a few thousand rupiah upward, while bank transfers may have higher minimums and maxima. During Idul Fitri and year-end periods, some providers may adjust their limits temporarily. Check your chosen payment method's limits before confirming the transaction. All deposits are processed instantly or within minutes; if your deposit does not appear within subject to verification, check your bank or wallet app for confirmation, then contact support.
If a deposit or withdrawal does not complete, first check your bank or wallet app to confirm whether the money left your account. If the transaction shows pending on your apkhijau account but is not confirmed by your bank, note your transaction reference number and contact our support team. We will trace the transaction with our payment processor. For withdrawals, ensure your registered bank account matches the account you are withdrawing to—mismatches cause rejections. Withdrawals typically complete within the timeframe stated in our terms; if yours is delayed beyond that window, escalate to support with your withdrawal reference. We do not hold funds; delays are usually due to bank processing times or failed verification checks.
If a deposit or withdrawal does not complete, first check your bank or wallet app to confirm whether the money left your account. If the transaction shows pending on your apkhijau account but is not confirmed by your bank, note your transaction reference number and contact our support team. We will trace the transaction with our payment processor. For withdrawals, ensure your registered bank account matches the account you are withdrawing to—mismatches cause rejections. Withdrawals typically complete within the timeframe stated in our terms; if yours is delayed beyond that window, escalate to support with your withdrawal reference. We do not hold funds; delays are usually due to bank processing times or failed verification checks.
Our weekly cashback promotion returns a percentage of your net losses (losses minus wins) each week, calculated on a rolling basis. The exact percentage and minimum loss threshold are shown in the promotions section of your account. Cashback is credited automatically each Monday and is added to your playable balance—no code or claim is required. Cashback earnings are subject to our promotion terms, which specify any turnover or game-type restrictions. The promotion is available to all verified members in supported jurisdictions. You can view your weekly cashback history in your account statements. If you believe your cashback calculation is incorrect, contact support with your weekly loss summary.
Our weekly cashback promotion returns a percentage of your net losses (losses minus wins) each week, calculated on a rolling basis. The exact percentage and minimum loss threshold are shown in the promotions section of your account. Cashback is credited automatically each Monday and is added to your playable balance—no code or claim is required. Cashback earnings are subject to our promotion terms, which specify any turnover or game-type restrictions. The promotion is available to all verified members in supported jurisdictions. You can view your weekly cashback history in your account statements. If you believe your cashback calculation is incorrect, contact support with your weekly loss summary.
You can reach our support team through the in-app contact form, email, or live chat (available during business hours). All channels are monitored by our team in Jakarta and other regional centres. We aim to respond to account security issues within 24 hours and to routine queries within 48 hours. Include your username or account number, a clear description of your issue, and any relevant transaction references. Our team speaks English and Indonesian. For urgent account-access concerns, mark your message as priority and include a phone number; we will escalate these cases immediately.
You can reach our support team through the in-app contact form, email, or live chat (available during business hours). All channels are monitored by our team in Jakarta and other regional centres. We aim to respond to account security issues within 24 hours and to routine queries within 48 hours. Include your username or account number, a clear description of your issue, and any relevant transaction references. Our team speaks English and Indonesian. For urgent account-access concerns, mark your message as priority and include a phone number; we will escalate these cases immediately.
Game rules and mechanics
RTP (Return to Player) is a percentage that describes how much of all money wagered on a slot game is returned to players over a long period—typically millions of spins. A slot with returns an average of 96 cents per dollar wagered over time; the remaining non-specific info is the house edge. RTP is not a guarantee for individual sessions; in any given day, you may win or lose more or less than the RTP suggests. Our slot games (such as Sweet Bonanza, Gates of Olympus, Aviator, Fortune Tiger, and Mahjong Ways) display their RTP in the game information panel. Variance (or volatility) describes how much results swing—high-variance games produce larger wins and losses, while low-variance games produce steadier outcomes. We publish both RTP and variance for all our games on the platform.
RTP (Return to Player) is a percentage that describes how much of all money wagered on a slot game is returned to players over a long period—typically millions of spins. A slot with returns an average of 96 cents per dollar wagered over time; the remaining non-specific info is the house edge. RTP is not a guarantee for individual sessions; in any given day, you may win or lose more or less than the RTP suggests. Our slot games (such as Sweet Bonanza, Gates of Olympus, Aviator, Fortune Tiger, and Mahjong Ways) display their RTP in the game information panel. Variance (or volatility) describes how much results swing—high-variance games produce larger wins and losses, while low-variance games produce steadier outcomes. We publish both RTP and variance for all our games on the platform.
On the apkhijau live-dealer section, select your table—blackjack, roulette, baccarat, Dragon Tiger, or Sic Bo—and choose your table limit (minimum and maximum bet per hand). Once you click "Join Table," the live video feed loads with a real dealer in our multi-camera studio. You place bets directly on the table interface before the round starts. The dealer shows hole cards or spins the wheel live, and all outcomes are settled in real time. Most tables allow you to join mid-session; simply wait for the next round to begin your betting. All live-dealer sessions are recorded and archived for dispute resolution. Table limits vary to accommodate different bankroll preferences across Jakarta, Surabaya, Bandung, and other player locations.
On the apkhijau live-dealer section, select your table—blackjack, roulette, baccarat, Dragon Tiger, or Sic Bo—and choose your table limit (minimum and maximum bet per hand). Once you click "Join Table," the live video feed loads with a real dealer in our multi-camera studio. You place bets directly on the table interface before the round starts. The dealer shows hole cards or spins the wheel live, and all outcomes are settled in real time. Most tables allow you to join mid-session; simply wait for the next round to begin your betting. All live-dealer sessions are recorded and archived for dispute resolution. Table limits vary to accommodate different bankroll preferences across Jakarta, Surabaya, Bandung, and other player locations.