p0ki Casino & Sportsbook FAQ

When you register a p0ki account, we ask for a username, email address, strong password, mobile phone number, and basic personal details (full name, date of birth, address). These details are used to set up your account and to verify your identity later. During KYC (Know Your Customer) verification, you'll upload a government-issued ID (passport or national ID card) and proof of residence. We store these documents securely and use them only to confirm you are who you claim and that you are of legal age in your jurisdiction. Verification typically completes within one business day. All information is protected under standard banking encryption.

On the login page, click "Forgot password?" and enter your email address or username. We'll send a password-reset link to your registered email. Click the link, and you'll be directed to create a new password. The reset link expires after one hour for security. If you don't see the email, check your spam folder or request a new link. If you have trouble receiving the email or resetting your password, contact our support team—they can verify your identity and help restore access to your account.

You can update your email, phone number, and address in your account settings anytime. If you need to pause access to your account temporarily, contact our support team with details of how long you'd like the pause to last. We can restrict login access for a set period without closing your account. This allows you to return later without losing your account history or balance. Pauses may take up to one business day to activate. For permanent account closure, submit a request through support, and we'll process it within 5 business days subject to any verification windows.

Withdrawal requests are reviewed and processed within standard banking windows. For bank transfers (BCA, e-wallet, mobile banking, local payment), processing typically takes 1–3 business days depending on your bank and the time of day you submit the request. For mobile payment methods (online payment, e-wallet, mobile banking, local payment, online payment, e-wallet), processing is usually faster—often the same day if submitted during business hours. Holiday periods (Idul Fitri, Idul Adha, Imlek, Nyepi) may extend timescales. Once your withdrawal is approved, we send the funds immediately to your chosen payment method. You'll receive a confirmation email when the withdrawal completes.

If a deposit fails to process, your payment method is not charged, and you'll see a failed status in your p0ki transaction history. Check the error message for details—it may indicate insufficient funds, an expired card, or a payment processor issue. You can retry the deposit using the same or a different payment method. If a withdrawal fails, the funds are returned to your p0ki account balance immediately, and you'll receive an email explaining why (e.g., account name mismatch, closed payment method). Contact support with your transaction ID if you need help troubleshooting or if the same method keeps failing.

Our weekly cashback is a scheduled offer that applies a percentage return on losses across certain games during the offer period. Cashback is calculated weekly and credited automatically to your p0ki account if you meet the participation threshold during that week. The exact percentage and eligibility criteria are displayed in our promotions section and updated each week. Cashback credits are subject to standard terms—they may carry wagering requirements if you choose to withdraw them. There is no fixed amount; the return depends on your activity and losses during the week. Check your account promotions page for the current week's details and your eligibility status.

Before you start, read our Terms & Conditions to understand account rules, dispute resolution, and what we expect from users. Our Legal Notice explains jurisdiction boundaries—we operate only where local law permits, and you are responsible for verifying that access complies with your jurisdiction's law. For specific game rules (how Liga 1 betting works, what the RTP on Aviator is, how Dragon Tiger hands resolve), each game displays its own rules and paytable within p0ki. Live-dealer games have specific table rules—check these before joining. If you're new to sportsbook betting or slots, our support team can walk you through how each game works during business hours.

Our English-language support team is available via live chat Monday to Friday, 08:00–22:00 WIB (Western Indonesia Time). On weekends and public holidays, we offer chat support from 10:00–20:00 WIB. For urgent account issues outside these hours, you can email [email protected], and we'll respond within one business day. You can also submit a support ticket through your p0ki account dashboard anytime, and we'll prioritize it based on urgency. Response times vary depending on support volume, but we aim to address most requests within a few hours during business hours.