citawin FAQ

We at citawin require your legal name, national ID number (KTP), and date of birth for account verification. Some jurisdictions may require additional documentation, such as a proof-of-address document issued within the past three months. If you are opening an account in Jakarta, Surabaya, Bandung, or Medan, verification typically includes your ID and address proof. You upload these documents through your account settings, and our verification team reviews them within one business day. If documents are unclear or do not match your account details, we will request new images. Once approved, your account is fully activated for deposits and market access.

Withdrawal requests are processed within one to two business days. Once we approve your request, the funds are sent to your linked payment method—DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, or your registered bank account (mobile banking, local payment, online payment, e-wallet). Processing time also depends on your bank or payment provider; most transfers appear in your account within hours, but some may take up to one business day. We do not charge fees for withdrawals. If your withdrawal has not arrived after two business days, contact our support team via the Help menu with your withdrawal reference number, and we will investigate.

On the login page, click the "Forgot your password?" link. Enter your email address or username, and we will send a password-reset link to your registered email. Click the link in that email to create a new password. The reset link expires after one hour for security. If you do not receive the email, check your spam folder or wait a few minutes and try again. If you cannot access your email or have other account-recovery questions, contact our support team through the Help menu. They may verify your identity and assist with account access using your national ID and registered mobile number.

To request deletion of your account and associated data, log in and navigate to Settings, then Account Closure. Follow the on-screen prompts to confirm account closure and data deletion. Alternatively, contact our support team via the Help menu with a formal data-deletion request. We process deletion requests within ten business days, though we may retain certain records if required by anti-money-laundering regulations or ongoing investigations. Once your account is closed, you cannot reopen it, and all account balances must be withdrawn first. For questions about data retention periods, review our Privacy Policy

Yes, we support direct bank transfers from mobile banking, local payment, online payment, and e-wallet. After you open an account and verify your identity, you can choose one of these banks as your payment method during deposit. Enter your bank account number, and we will confirm it matches your verified name. Bank transfers typically clear within one to two hours during business hours. We also accept mobile wallets—mobile banking, local payment, online payment, e-wallet, and mobile banking—which often process faster. Choose the method that works best for you. All withdrawal requests must return to the same bank account or payment method you used for deposits, to ensure account security and regulatory compliance.

Our weekly cashback offer is applied to eligible account activity. The terms and percentage vary depending on your account tier and the types of markets you engage with. Cashback is credited directly to your account balance and can be withdrawn via any of our payment methods—local payment, online payment, e-wallet, mobile banking, local payment, online payment, or bank transfer. To see current cashback conditions and how much you have earned this week, check the Promotions section in your account dashboard. Cashback may be subject to minimum-activity or turnover requirements; review the specific terms in the Promotions menu to confirm eligibility.

We aim to respond to most queries within one business day. Account-related questions, payment inquiries, and settlement disputes are typically answered within 24 hours during weekdays. During holidays such as Idul Fitri or Idul Adha, response times may be longer. For urgent issues such as account access problems or suspicious activity, flag your query as urgent in the Help menu, and our team will prioritize it. For non-urgent questions, standard response time is one to two business days. You can track your support ticket status in the Help menu and receive email updates as we respond.

Before your first session, review our Terms and Conditions and the game-specific rules available in each market section. For football markets (Liga 1, Piala AFF, Champions League), understand how match outcomes settle—whether they are based on full-time results, extra time, or penalty shootouts. For live-dealer tables (blackjack, roulette, baccarat, Dragon Tiger), familiarize yourself with dealer procedure and settlement timing. For esports markets (Mobile Legends, Free Fire, PUBG Mobile), check tournament rules and how forfeits or disqualifications are handled. For slots (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways), understand RTP and volatility. All rules are transparent and published in each game's help section. Contact support if you have questions before placing your first wager.

Markets settle based on official results from the relevant governing body or tournament organizer. Football outcomes settle according to the league or tournament rules (full-time, extra time, or penalty shootout). Live-dealer results settle immediately after the hand or spin concludes. Esports outcomes settle based on official tournament results and any disqualifications or forfeits declared by the event organizer. Slots outcomes are determined by our certified game engine in real time. If you believe a market was settled incorrectly, contact support within 72 hours with the market ID and your concern. We investigate using official sources and our settlement records, and we will correct any errors.