masterhoki Casino & Sportsbook FAQ

Users of masterhoki ask questions across several overlapping areas: how to open and verify an account, which payment methods we accept and how deposits or withdrawals work, what rules apply to football betting and live-dealer games, and how account security and jurisdiction access function. This page addresses the most common of these questions so you understand the platform without needing to contact support for routine topics.

This FAQ resolves practical questions about account setup, payment processing, game mechanics, and account management. It does not cover promotional terms — for details on welcome offers, weekly cashback, or referral structures, see our promotions page. It also does not discuss odds, match predictions, or game outcomes, which depend on live data and your own decisions.

To use this page, scan the topic headings below and click any question that matches your concern. Most answers include step counts or named payment methods so you know what to expect. If your question is not listed here, or if you need help with a live transaction or account issue, use the support contact information in the "How do I reach support by email?" section further down.

Account and registration

Account opening follows four steps. First, you enter an email address and create a password; we send a verification link to that email. Second, you complete KYC verification — this requires your full name, date of birth, ID number, and proof of identity (see the "Which documents does KYC verification require?" section for accepted documents). Third, you add a deposit method (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, or e-wallet) and your account address. Once this is complete, your account is active and you can deposit funds. The entire process takes around subject to verification if your documents are clear and upload successfully.

KYC verification requires three documents. You must upload a clear photograph of your government-issued ID — a passport, national ID card, or driver's license. You must also provide a selfie holding that ID next to your face so we can confirm it matches your account name. Finally, you upload a recent utility bill, bank statement, or government document dated within the last three months that shows your name and current home address. All files must be JPG, PNG, or PDF format, under 5 MB, and legible enough to read all text. If any document is rejected, the system explains why and you can resubmit.

If you forget your password, click "Forgot password?" on the login page and enter the email address linked to your account. We send you a reset link that works for 24 hours. Click the link, choose a new password, and confirm it. Your new password takes effect immediately and you can log in. If you do not receive the email within subject to verification, check your spam folder or contact support.

Yes. In your account settings under "Contact Details", you can update your email or phone number. If you change your email, we send a confirmation link to the new address and the change becomes active once you verify it. You cannot change the email or phone tied to a pending withdrawal or an active dispute, so complete all transactions first. Changes take effect within a few minutes.

Account preferences are managed in the settings menu. You can change your language, notification settings, and currency display. To pause activity, log in and navigate to "Account Status" — you can choose a temporary pause (ranging from 24 hours to 30 days) or request permanent account closure. During a pause, you cannot log in, deposit, or place bets, but you can still withdraw any balance. Permanent closure is irreversible, so confirm your choice. Pauses are processed within one business day.

Payments and transactions

If a deposit does not complete, check the transaction status in your account under "Transaction History". If it shows "Pending", wait subject to verification — many payments via mobile banking, local payment, or online payment confirm within that window. If it shows "Failed", the most common reasons are insufficient balance, a timeout on your payment app, or a mismatch between your registered name and the name on your payment account. Retry with the same method or choose a different one (e-wallet, mobile banking, local payment, or a bank transfer via online payment / e-wallet / mobile banking / local payment). If a withdrawal does not appear in your bank account within 2 business days, contact support with your transaction ID.

Yes. masterhoki accepts direct bank transfers from local payment, online payment, e-wallet, and mobile banking. To deposit via bank transfer, select "Bank Transfer" at checkout, choose your bank, and we generate a unique account number. Transfer the exact amount to that account from your bank app or online banking. The system recognizes your transfer within subject to verification of confirmation by your bank. Do not add notes or change the amount — use the exact figure shown. Bank transfers are especially useful during high-traffic periods like Idul Fitri or Piala AFF matches when mobile payment apps experience delays.

Withdrawals can be requested on any day, including public holidays, but processing times depend on your bank. During Idul Adha, Imlek, Nyepi, and other national holidays, banks may take 3–5 business days to process transfers instead of the normal 1–2 days. Withdrawals to e-wallets like local payment, online payment, and e-wallet usually complete within 24 hours regardless of holidays. Choose your preferred method at checkout and the system shows an estimated processing window.

Deposit and withdrawal limits vary by payment method and account history. As a new user, your first deposit minimum is often lower than subsequent deposits. Withdrawal minimums are typically our welcome offer or your local currency equivalent. Maximum single transactions range from our welcome offer to our welcome offer depending on the method — mobile banking and local payment may have lower caps than bank transfers. Your account dashboard displays your personal limits. If you need a higher limit for a specific transaction, contact support to request a temporary increase.

Game rules and features

Live-dealer tables connect you to real dealers streaming from our studios via video. You play against the dealer in games like blackjack, roulette, baccarat, or Dragon Tiger. The outcome depends on cards or a spin in real time, and you can see and interact with the dealer. Slots are software games — you spin virtual reels and the outcome is determined by a random algorithm. Both have odds and rules, but live-dealer games feel more interactive because you watch a real person and can chat with other players at the same table.

Free bets and free spins are promotional credits added to your account under specific conditions. Free bets are applied to football betting and usually come from a welcome offer or a weekly promotion — they work like regular bets but the stake is provided by masterhoki, not your own funds. Free spins are applied to slot games like Aviator, Sweet Bonanza, or Gates of Olympus — each spin uses a credit instead of your balance. Both appear as a separate balance in your account labeled "Bonus" or "Free Spins". You must usually meet playthrough requirements (betting the credit multiple times) before you can withdraw any winnings. Check the promotions page for current offers.

To place a bet on a Liga 1 match, navigate to the Football section and select "Liga 1". A list of upcoming matches appears with odds for win, draw, and loss outcomes. Click the odd for your chosen outcome, a bet slip appears on the right side of the screen, you enter your stake, and you click "Confirm Bet". The bet is recorded in your account and you can watch the match live if we stream it. If your prediction is correct, your winnings appear in your balance immediately after the final whistle.

No, bets cannot be changed once confirmed. However, if a match is delayed or cancelled by the organiser, the bet is automatically settled based on the official event status — usually a refund to your balance if the match does not occur within a set window. For live bets placed during a match, the bet locks once the first goal is scored or the first card is issued, depending on the market. Check our rules page for the exact live-betting lockout rules for each sport.

Support and account care

Contact our support team at [email protected]. Include your account email, the issue you are facing, and any relevant transaction IDs or timestamps. Response time is typically 4–8 hours during business days (Monday to Friday, 09:00–18:00 WIB) and up to 24 hours on weekends. For urgent issues like a failed withdrawal or account access problems, mark your email as urgent and we prioritise it. You can also use the live chat feature in your account dashboard — a team member responds within subject to verification during business hours.

Your account and balance are secured by encryption (SSL/TLS) and password protection. We do not store your payment card details — payments are processed through secure gateways operated by the payment providers themselves. Never share your password or login code with anyone, including masterhoki staff. If you suspect your account has been accessed without permission, change your password immediately and contact support. We also recommend enabling two-factor authentication in your security settings if you transact frequently from Jakarta, Bandung, Surabaya, or elsewhere.

masterhoki operates in jurisdictions where the applicable law permits online wagering services. Access is currently available to users in supported regions. We do not offer services in jurisdictions where online wagering is prohibited by local law. Users are responsible for verifying that their access and use of masterhoki comply with the laws of their own region. If you are unsure whether access is legal where you live, consult our legal notice or contact a local authority. Account access outside supported regions may be suspended without notice.
↑