koi Account & Payment FAQ

When you register on koi, we ask for a username, email address, password, and mobile number. Your email is verified through a link we send — click it to confirm your address. After email verification, you must submit KYC documents: a valid ID (passport, national ID, or driver's license) and proof of address (utility bill, bank statement, or government letter dated within six months). Our support team reviews these documents during business hours. If your documents are unclear or incomplete, we request updated versions. Once verified, your account is activated for deposit and play. This process takes between one and three business days depending on document clarity and our support team's workload.

If you cannot log in or suspect unauthorized access, stop using your account and contact our support team by email immediately. Provide your username and the email address registered to your account. Do not attempt multiple login tries, as this may trigger security locks. Our team will verify your identity using KYC information on file, help you reset your password, and review your account activity. If you see transactions you did not make, report them immediately — we investigate all unauthorized-access claims. Once you regain access, we recommend changing your password to a strong, unique combination of uppercase, lowercase, numbers, and symbols. Never share your login credentials with anyone, and log out on shared devices.

Deposit fees depend on your payment method. DANA, e-wallet, mobile banking, and local payment transactions may carry fees set by those providers — we display any applicable fee before you confirm your deposit. Bank transfer deposits (online payment, e-wallet, mobile banking, local payment) typically do not carry koi fees, though your bank may charge a transfer fee. Withdrawal fees also depend on your chosen method. When you request a withdrawal, we show the fee amount in the confirmation screen. Some withdrawal methods are free; others charge a small processing fee. Fees cover payment-processor costs and do not go to koi — they are passed directly to payment partners. Always review the fee breakdown before confirming any deposit or withdrawal.

To deposit via local payment, online payment, or e-wallet, log into your koi account and go to the deposit section. Select your preferred payment method. You will be redirected to the payment provider's app or website, where you confirm the deposit amount and authorize the transaction using your account credentials or biometric login. Once authorized, the funds transfer to your koi balance immediately. Your koi account balance updates in real time. Keep your confirmation receipt for your records. If a deposit does not appear in your account within a few minutes, wait a short while — some transactions take longer during peak hours. If funds still do not appear after one hour, contact our support team with your transaction ID from the payment provider. We can investigate and confirm whether the transaction reached koi. Deposits during Idul Fitri or other major holidays may experience slight delays due to payment-provider processing schedules.

koi offers slot tournaments, live-dealer tables, sportsbook markets, and arcade games. Our slot section features Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways with daily and weekly tournament schedules. Live-dealer tables include blackjack, roulette, baccarat, Dragon Tiger, and other games with multi-camera studios. Our sportsbook covers football leagues (Liga 1, Piala AFF, Champions League, Premier League), MotoGP racing, and badminton tournaments. Esports markets include Mobile Legends, Free Fire, and PUBG Mobile. Each section is accessible from your koi account after you deposit. All games are available on mobile (Android APK, iOS browser, or web app) and desktop.

We offer a welcome incentive for newly registered accounts that have completed KYC verification and made a first deposit. The offer details are shown in your account dashboard after registration. Welcome terms apply — read them carefully before accepting. Terms typically include minimum deposit thresholds, wagering requirements, game category restrictions, and expiration dates. Welcome offers are not guaranteed withdrawals; they are credits subject to terms. We do not advertise fixed bonus amounts or percentages in advance — terms vary and are confirmed in your account. If you have questions about your welcome offer, contact our support team. We can explain the specific terms tied to your account and answer questions about wagering and expiration.

Our support team is available by email during business hours. Email your question or issue to our support address listed in the account settings. Include your koi username and a clear description of your issue. We maintain consistent response windows — most inquiries receive a response within a few hours. For urgent account-access or security issues, mark your email as urgent. Support is available in English and Indonesian. Keep email correspondence for your records. If you do not receive a response within one business day, send a follow-up email with your original message and ticket reference if you have one. For immediate technical help, check the in-app help section, which covers common questions and troubleshooting steps.

koi service is available only where local law permits. We operate in supported jurisdictions across Southeast Asia, with a focus on players in regions where online gaming is legally permitted. Our terms of use detail the jurisdictions where we provide service. Users in Jakarta, Surabaya, Bandung, Medan, and Semarang should verify local regulations before registering. If you are uncertain whether access is permitted in your location, contact our support team before creating an account. We do not operate in jurisdictions where online wagering is prohibited by law. You are responsible for confirming that your access and use of koi comply with your own jurisdiction's regulations. Attempting to access koi from a restricted jurisdiction may result in account suspension.