mahoniFrequently Asked Questions

Account opening on mahoni takes three steps. First, you visit our platform and provide your email address, create a password, and confirm your phone number. Your account is created immediately and you can log in. Second, you complete KYC verification by uploading your government-issued ID (KTP, passport, or driver's license) and a proof of address document. Our verification team reviews your submission, which typically takes a few hours. Third, once verified, you add a deposit method — DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, or bank transfer — and make your first deposit. After your deposit is confirmed, you can access all games on mahoni, including live-dealer tables, football betting, slots, and esports markets.

KYC verification on mahoni requires two documents. First, a government-issued ID — your KTP (Indonesian national ID), passport, or driver's license. The document must be clear, legible, and not expired. Second, a proof of address document issued within the last three months — a utility bill, bank statement, or official letter from your local government office. Both documents must show your full name and match the information you provided during registration. Upload clear photos of both sides of your ID and a full photo of your address document. Our verification team scans and validates your documents, which typically takes a few hours. If your documents are unclear or do not match your registration details, we will request resubmission.

If you forget your password, visit the login page and 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 the 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 contact our support team. We will verify your identity and send a new reset link. For security, we do not reset passwords over the phone or via chat without email verification.

If a deposit does not complete, check your payment method to confirm whether the funds were deducted. If the funds were deducted from your e-wallet or bank account but did not appear in your mahoni account, contact our support team immediately with your transaction ID. We will investigate and either credit your account or process a refund to your original payment method. E-wallet deposits (mobile banking, local payment, online payment, e-wallet, mobile banking) typically complete within seconds. Bank transfers via local payment or virtual account (online payment, e-wallet, mobile banking, local payment) typically complete within subject to verification. If your deposit does not appear after subject to verification, contact support. Do not attempt to re-submit the same transaction.

Withdrawal requests on mahoni are subject to a verification window to confirm your identity and account activity. This window typically spans a few hours, though it may extend during peak periods or holidays like Idul Fitri or Idul Adha. Once your withdrawal is approved, the funds are transferred to your registered payment method. E-wallet withdrawals (online payment, e-wallet, mobile banking, local payment, online payment) typically arrive within minutes. Bank transfers (e-wallet, mobile banking, local payment, online payment) typically arrive within 1-2 hours, depending on your bank's processing time. We do not control bank processing times, so exact windows cannot be guaranteed. If your withdrawal does not arrive after the typical window, contact our support team with your withdrawal ID.

mahoni accepts six e-wallet options and four major Indonesian banks. E-wallets — e-wallet, mobile banking, local payment, online payment, and e-wallet — are the fastest deposit method. You authorize the payment in your e-wallet app, and the funds appear in your mahoni account within seconds. mobile banking is also available for quick transfers from any bank app. Bank transfers via local payment, online payment, e-wallet, and mobile banking virtual accounts are also supported. We generate a unique virtual account number for you, and you transfer funds from your bank app. These transfers typically complete within subject to verification. All deposits and withdrawals use the same payment method for security. If you need to change your payment method, contact our support team.

Demo mode is available for most slot games on mahoni. You can play demo slots without logging in or depositing money. Demo mode uses virtual credits that reset when you close the game. Demo mode is useful for learning game rules and mechanics before playing with real money. Live-dealer tables and football betting do not have demo modes — these require a verified account and a real deposit. Esports betting also requires a verified account. If you want to practice live-dealer games, contact our support team and we can discuss options. Demo mode is not available on mobile apps — use the web platform to access demo slots.

mahoni offers a welcome offer for new accounts. The specific terms of the offer are displayed during account registration and in your account dashboard. Welcome offers typically include a bonus on your first deposit, subject to terms and conditions. These terms may include minimum deposit amounts, wagering requirements, game restrictions, and expiration dates. Read the full terms before accepting any offer. If you have questions about the offer or how to claim it, contact our support team. We do not guarantee specific bonus amounts or percentages — all offers are subject to verification and compliance with our terms.

Live-dealer games on mahoni — blackjack, roulette, baccarat, Dragon Tiger, and Sic Bo — settle based on the dealer's actions and the outcome of the game. You place your bet before the dealer begins the round. The dealer then conducts the game according to standard rules. The outcome is determined by the cards dealt, the wheel spin, or the dice roll. Settlement is automatic and immediate. If you believe a game has been settled incorrectly, contact our support team within 24 hours with your game ID. We will review the game recording and correct any errors. All live-dealer games are conducted fairly and transparently.

Football bets on mahoni settle based on official match results. We cover Liga 1, Piala AFF, Piala Indonesia, Champions League, Premier League, and other international leagues. You place your bet before the match begins. The bet settles after the match ends based on the official final score. Bets on goal totals, player performance, and other markets settle based on official statistics. If a match is postponed or cancelled, bets are typically voided and stakes are refunded. If a match is replayed, bets on the original match remain settled. Settlement is automatic. If you believe a bet has been settled incorrectly, contact our support team within 24 hours with your bet ID.

We at mahoni protect your personal information using industry-standard encryption and security practices. Your national ID number, address, payment details, and account information are stored securely and accessed only by our verification and support teams. We do not sell your information to third parties, and we do not use your data for marketing purposes without your consent. Our privacy policy sets out in detail how we collect, use, and protect your data. We comply with data protection regulations in the jurisdictions where we operate. If you have a data protection complaint, contact our support team or escalate your complaint to the relevant data protection authority in your jurisdiction.

Our support team is available to assist with account, payment, game, and security questions. You can contact us via live chat on our platform, email, or phone. We speak English and respond to inquiries during all game sessions. For urgent issues like account restrictions or payment problems, use live chat for immediate assistance. For general questions, email is also available. Response times vary depending on inquiry volume, but we aim to respond to all inquiries within a few hours. If you have a legal question or complaint, contact our support team and we will direct you to the appropriate department.

If your account is restricted, you will receive a notification explaining the reason. Common reasons include failed KYC verification, suspected fraud, or access from a prohibited jurisdiction. If your account is restricted, contact our support team immediately. We will review your account and explain the restriction. If the restriction is due to a verification issue, we will guide you through resubmission. If the restriction is due to jurisdiction compliance, we will explain your options. Account restrictions are temporary pending investigation. If our investigation confirms a violation, your account may be suspended or terminated. Do not attempt to circumvent account restrictions by creating new accounts — this may result in permanent suspension.

mahoni services are available only in supported jurisdictions where local law permits online gaming and sportsbook services. We do not operate in jurisdictions where online wagering is prohibited by law. If you are unsure whether mahoni is available in your jurisdiction, contact our support team and we will provide guidance. You are responsible for verifying that access and use of mahoni comply with the laws of your jurisdiction before opening an account. If you access mahoni from outside a supported jurisdiction, your account may be restricted or suspended. Read our legal notice for more information about service availability and jurisdiction restrictions.