aerithFrequently Asked Questions for account, games, payments

A typical user opens our app, checks a live-dealer table or a football market, then reviews account status or recent transactions. We describe common flows for registration, KYC verification, deposits and withdrawals, live-dealer access, and mobile streaming configuration so you can complete routine tasks without waiting on chat.

This page resolves practical questions: which documents we accept for identity checks, how payment methods like DANA or bank transfer are processed, what markets are listed for football and esports, and how to manage account controls. Answers explain step counts, expected time windows, and the cases where we require additional review before approving a request.

Use the topic list below to jump to the area you need. Each accordion answer gives an example case—how a verification step proceeds or how a withdrawal request is reviewed. If an answer refers to [[legal notice]] or [[terms]], read those pages for the full conditions that govern eligibility and service availability.

Account and registration

We require a government-issued photo ID plus a recent proof of address for full KYC. Acceptable photo IDs include national ID (KTP), passport, or driving licence. Proof of address can be a utility bill, bank statement, or government letter dated within three months. Upload both files in our verification page; we check image clarity and data match. Typical review time is 24–72 hours; in some cases we ask for a selfie or secondary document. If you are in Jakarta or other cities, the same document standards apply.

During registration we collect full name, date of birth, email address, mobile number, and country of residence. You will also set a password and choose a preferred currency. We ask you to confirm that you are eligible to use the service where you live. After account creation we prompt you to complete KYC by uploading ID and proof of address; this step is required before certain transactions or withdrawals. Keep your registered phone and email active for notification and verification steps.

We provide tools to change your password, enable two-factor verification via email or SMS, and review active sessions. From account settings you can update contact details and payment methods. If you suspect unauthorised access, you can request a temporary freeze by contacting support; we will require identity re-check before reactivation. For persistent issues we run a session audit and can force logout of all devices. These measures help protect your account while we investigate.

Contact options include in-app live chat, email, and a support form. Live chat operates within the app and usually responds within minutes during peak hours; email responses are typically within 1–24 hours depending on volume. Provide your account ID, a short description, and screenshots where helpful. If you are in Surabaya or Bandung and need documentation guidance, note your city in the message so we can tailor instructions. We offer support in English and Indonesian; escalate payment or verification issues to the email in-app contact if needed.

Payments and transactions

We support bank transfers to and from major Indonesian banks including local payment, online payment, and e-wallet via virtual account or direct transfer, depending on your selected method. "ENI" is not a supported bank code in our system; if you see an unfamiliar bank name, check the transfer instruction carefully or contact support before sending funds. Bank transfer processing depends on the bank: some clear instantly, others within 1 business day. Always use the exact virtual account number shown in the app to ensure automatic reconciliation.

Deposits via mobile banking, local payment, online payment, e-wallet and mobile banking are usually processed without an aerith service charge; third-party wallet fees may still apply. Bank transfers may incur nominal fees charged by your bank. Withdrawal processing includes our review time (typically 12–72 hours) and then the bank or wallet clearing time; banks may add network fees. We display estimated fees during the transaction step. For precise limits or fee schedules for local payment, online payment, e-wallet, or a wallet like mobile bankingcheck the withdrawal page before confirming.

Withdrawals enter a verification queue on submission. Standard internal review time is 12–72 hours for verified accounts. After approval, bank transfers typically reflect in 1–3 business days depending on the receiving bank; e-wallet payouts (local payment / online payment / e-wallet) often clear within the same day but can be delayed by provider maintenance. During public holidays (Idul Fitri, Idul Adha) or major event days (Liga 1 fixtures), expect additional processing delays. If a withdrawal exceeds stated windows, contact support with your request ID.

Games, markets, and app use

We list major international and regional football markets including Champions League, Premier League, and regional competitions such as Liga 1 and Piala AFF. Markets offered include match result, totals, handicaps, and select in-play options; availability varies by match and jurisdiction. For domestic cup fixtures like Piala Indonesia we publish markets closer to kickoff. If you follow specific leagues, set notifications in the app; match market sets can change depending on competition rules and licensing windows for broadcast and data.

Promotional offers for new accounts vary by region and change over time. A typical example: a time-limited registration bonus that requires account verification, an opt-in, and a qualifying deposit within a set window. Conditions usually include wagering requirements and contribution rules for different products. To claim, register, complete KYC within the stated period, and follow the offer instructions on the promotion page; bonus crediting usually occurs within 24–48 hours after verification. Always review the [[terms]] linked on the promotion page for exact eligibility and restrictions.

Live-dealer tables stream to the mobile app with adaptive bitrate to suit network conditions. We offer multi-camera studios for blackjack, roulette, baccarat and Dragon Tiger; you can switch camera angles where supported. The mobile app includes a low-data streaming mode that reduces resolution to preserve bandwidth while keeping gameplay responsive. To improve streaming in cities like Medan or Semarang, close background apps and enable low-data mode in settings. If a table fails to load, clear cache or switch from Wi-Fi to mobile data and retry.

Support, security, and troubleshooting

If a game or live-dealer table does not load, check network connectivity and app permission for camera/audio if required. Restart the app, clear its cache, and update to the latest app version. Some tables are region-locked or offline for maintenance during busy events; if the table is unavailable during a big fixture (for example a major MotoGP day), we display a maintenance notice. If problems persist after these steps, capture a screenshot and send it to support with device model and OS version.

To change a payment method, go to Wallet > Payment Methods in the app. Add the new method (bank account details or e-wallet), then complete any small verification steps we require such as a micro-deposit or OTP confirmation. For bank changes, we may ask for a photo of a signed bank statement or a screenshot from your banking app. After successful verification the new method becomes available for deposits and withdrawals; older methods can be removed once no pending transactions exist.

Yes. The app supports a low-data streaming mode and lighter UI for slower connections. In settings enable "Data Saver" to reduce image resolution and limit non-essential background updates. For best results on weak networks, switch to lower-quality stream for live-dealer tables and avoid simultaneous downloads or streaming from other apps. If you are in Bandung or other regions with variable coverage, the data saver helps maintain session stability and reduces chances of disconnects during play.
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