mpocash linkFrequently Asked Questions

You open the mobile app, check a live-dealer table, then move to account settings to confirm identity. That short flow mirrors most questions we get: account setup, KYC verification, payment choices like DANA or e-wallet, live-dealer behaviour, and mobile streaming on low-data connections. We describe how our app and web layers work together so you know where to find features and where to raise a support ticket when something needs review.

This page resolves common points: how to reset a password, how to submit verification documents, which payment rails we accept, and the difference between live-dealer tables and slots. We also explain withdrawal review timing, loyalty tier basics, and how we manage account data. Where relevant we remind you that service is available only where local law permits and to check the [[legal notice]] or [[terms]] for jurisdiction details.

Use the headings below to jump to the area you need. Each answer gives step counts, typical time windows, and the next action to take. If the FAQ answer does not solve the issue, contact our support team via in-app chat or email with a short description and any transaction IDs. For privacy and legal questions, read the [[legal notice]] and [[terms]] before reaching out.

These questions are grouped for quick scanning. Expand an item for steps and typical timeframes. If an answer refers to documentation, use the in-app upload flow or contact support with the reference number you find in your account.

Account and registration

We provide a three-step reset flow. First, open the app or site and choose "Forgot password", enter your registered email or phone number, then request the reset code. Second, retrieve the code from your email or SMS and enter it in the reset screen. Third, set a new password and sign in. If you do not receive a code within subject to verification, check spam folders and network reachability (for example if you are travelling to/from Jakarta or Surabaya). Contact support with your account ID and the time if the code still fails.

We allow one account per person to protect customer identity and to simplify verification and withdrawals. If you create a second account by mistake, contact support with both account identifiers so we can merge or close the duplicate following our verification checks. Maintaining a single account helps with KYC, withdrawal reviews, and loyalty tier calculation. If you need separate accounts for business reasons, open a support case first; we will advise on allowed options and any required documentation.

We store only data necessary for account operation and compliance. Personal details you provide are encrypted at rest and during transfer. Access to your data is role-restricted inside our team and logged for audit. We retain verification documents while your account is active and for a period required by law after closure. If you need a copy of your data or want changes, submit a request through support. For legal or privacy questions, check the [[legal notice]] and [[terms]] and include your city if relevant (for example if you registered in Bandung or Medan).

Payments and transactions

We support major Indonesian bank transfers including local payment, online payment, and e-wallet. If the question means mobile banking rather than "ENI", we also accept local payment transfers. For each bank transfer, follow the deposit flow in the app, choose "Bank transfer", select the bank, and use the provided virtual account number. Bank transfers typically clear within subject to verification to a few hours but can take longer during bank maintenance or public holidays like Idul Fitri. If your transfer remains pending after 24 hours, contact support with the transaction receipt and timestamp.

Deposit minimums and maximums vary by method. For e-wallets such as online payment, e-wallet, and mobile banking, minimums are typically small (under typical mobile top-up amounts) and daily maximums follow local guidelines. Bank transfers via local payment, online payment, or e-wallet have higher maximums per transaction. You can see exact minimum and maximum ranges in the deposit screen before you confirm. If you plan to deposit around a holiday (for example before Piala AFF fixtures), check processing windows and the app’s posted limits to avoid hold times.

A deposit can be pending for several reasons: network delays between banks, mismatch in virtual account number, or the payment provider requiring confirmation. For e-wallets (mobile banking, local payment, online payment, e-wallet) check the app for a sent receipt; for bank transfers check the transaction reference. Pending status often resolves within minutes to a few hours, but during high traffic around events like Liga 1 matches it may take longer. If pending exceeds 24 hours, submit the receipt and transaction time to support so we can reconcile and clear the deposit.

Games and access

Live-dealer tables are streamed games with real dealers handling cards or roulette in a studio; interaction is near real-time and round structure is dealer-driven. Slots are server-driven games with automated spins and predefined game rules; rounds happen instantly on the server. Live tables may have minimum and maximum table limits and require stable streaming; slots load faster on low-data networks. For live-dealer schedules during major football events or Liga 1 match days, check the live lobby for studio availability from Jakarta and other studios.

Our loyalty tiers are based on account activity and qualifying actions such as verified deposits and gameplay across live-dealer and slot offerings. As you move up tiers you gain access to incremental benefits; tier movement is evaluated on a rolling monthly basis. Points and tiers are tracked in your account page so you can see progress. If you need a tier review or have questions about how specific activity (for example participation during Piala Indonesia matches) counts, open a support ticket and include relevant dates and account ID.

Yes. The app has low-bandwidth modes for lobby browsing and for many slots. Live-dealer tables require more bandwidth for smooth video; we offer adaptive streaming to reduce data use when network conditions are poor. If you plan to use mobile data from areas such as Semarang or Bandung, enable low-data mode in settings and close background apps. For long sessions during major events, connect to Wi‑Fi where available. If video quality degrades, switch to a non-video table or reduce stream quality in the player settings.

Security and support

We collect only required identity and contact information. Data is encrypted and stored according to our retention schedule. Staff access is limited and audited. Verification documents are processed by our compliance team and removed when no longer required by policy or law. We may keep records needed for dispute resolution or regulatory purposes. For a data export or deletion request, submit a support case and include your account ID and location; for example, state if you registered from Jakarta or another city so we can apply regional handling rules.

Typical reply time depends on the channel and complexity. In-app chat often replies within subject to verification to a few hours during business peaks; email responses can take up to 24–48 hours for non-urgent matters. Complex compliance or payment reconciliation can take longer, commonly 2–5 business days. Response times may extend during public holidays such as Idul Adha or Imlek. If your issue is urgent (for example a withdrawal under review), include transaction IDs and screenshots to speed investigation.

To request a withdrawal review, open a support case with your account ID, withdrawal reference number, and the bank or e-wallet used (for example mobile banking or local payment). Attach screenshots of the requested withdrawal and any bank receipts. We will acknowledge the case and begin verification; typical review windows are 1–5 business days depending on verification complexity. If additional documents are needed we will request them. Service is available only where local law permits and timing can vary during holidays or high-volume events.
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