sepuhplayFrequently Asked Questions

We at sepuhplay require three documents during Know Your Customer (KYC) verification: a government-issued photo ID (passport, national ID card, or driver's license), proof of address (utility bill, bank statement, or rental agreement dated within three months), and a selfie holding your ID next to your face.

Upload these via your account dashboard after registration. Our compliance team reviews submissions within one business day. If a document is unclear or incomplete, we send a message requesting a resubmission. Once approved, your account moves to verified status and you can deposit and withdraw.

Withdrawal requests typically process within 1–4 business hours on weekdays (Monday–Friday). On weekends and public holidays (including Idul Fitri and Idul Adha), processing may take longer. Your withdrawal returns to your original deposit payment method — if you deposited via OVO, your funds return to your e-wallet account; if via mobile banking bank transfer, to your local payment account.

Once we release your withdrawal, the payment processor (online payment, e-wallet, mobile banking, or your bank) controls the final delivery time. E-wallet transfers typically arrive within minutes; bank transfers within 1–2 hours on weekdays.

If you cannot log in, see unfamiliar activity, or suspect unauthorized access, contact our support team immediately. We can freeze your account within minutes to prevent further access. Provide your registered username, email, or phone number. Our team will guide you through account recovery and password reset.

If you remember your password but want to change it for security, use "Change password" in your account settings. If you have forgotten your password, click "Forgot password?" on the login page and follow the email reset link. Our support responds during business hours (Monday–Sunday, 09:00–21:00 Jakarta time).

No. We at sepuhplay permit one account per person. Multiple accounts linked to the same identity, email, phone number, or payment method violate our terms. If we detect duplicate accounts, all are suspended and balances are forfeited.

If you have already registered and wish to use a different username or email, contact our support team to discuss account recovery or closure options. Attempting to create duplicate accounts through different devices, names, or payment methods will result in permanent ban.

Promotion codes can be entered during deposit or in your account settings under "Promotions" or "Bonuses". Look for a text field labeled "Promo code" or "Bonus code". Enter the code exactly as provided (codes are case-sensitive) and confirm. The promotion (if valid and still active) applies to your deposit or account balance.

If a code is invalid or expired, you will receive an error message. Codes may have restrictions (new users only, minimum deposit amount, or specific payment methods). Check the promotion terms before using. If you encounter issues applying a code, contact our support team.

Yes. We at sepuhplay support direct bank transfers from local payment, online payment, e-wallet, and mobile banking. When you deposit via "Bank Transfer" on our platform, we provide account details for one of these banks. Initiate a transfer from your own bank account to ours using your online banking portal or mobile app.

Bank transfers typically clear within 1–2 hours on weekdays. Weekend and holiday transfers may take longer. Your withdrawal also returns to your original deposit method — if you transferred from your local payment account, your withdrawal goes back to online payment. e-wallet and e-wallets (mobile banking, local payment, online payment, e-wallet) process faster for deposits.

New users should review our Terms & Conditions and the game-specific rules before playing. For slot games (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways), understand the paytable, spin mechanics, and any bonus features. For live-dealer tables (blackjack, roulette, baccarat, Dragon Tiger), learn hand rankings and betting limits.

For sportsbook bets covering Liga 1 and Piala AFF, familiarize yourself with bet types (match winner, over/under, handicap). Esports markets (Mobile Legends, Free Fire, PUBG Mobile) follow standard tournament structures. Each game displays rules in-app. Start with demo mode (if available) to learn before using real funds.

Our live chat support team is available Monday through Sunday, typically 09:00–21:00 Jakarta time. During these hours, response time is usually within minutes. Outside these hours, your message is queued and answered when the team returns online.

For urgent issues outside business hours (such as account access problems or fraud concerns), send an email to our support address. We prioritize urgent requests and respond within 4–8 hours on the next business day. You can also submit a support ticket through your account dashboard anytime.