cuanhoki Casino & Sportsbook FAQ

New users and existing members on cuanhoki ask questions about account setup, deposit and withdrawal flows, game mechanics, account security, and customer support availability. These questions typically reflect real decision points: whether to register, which payment method to choose, how account data is protected, and how to reach the support team if something goes wrong.

This FAQ answers the most common questions we receive. Each answer explains what we do, how long things take, and what your options are. We aim to be specific and clear rather than brief.

If your question is not answered here, you can contact our support team via in-app chat or email. We respond within one business day during weekday business hours. For questions about cuanhoki's legal status in your jurisdiction, read our [[legal notice]] page. For complete terms of service, see our [[terms]] page.

Account and registration

When you create a cuanhoki account, you provide your legal full name, date of birth, email address, mobile number, and residential address. You then submit identity verification: a government-issued photo ID (passport, driving licence, or national ID) and proof of address (utility bill or bank statement dated within three months). We verify this information within 24 business hours. Once verified, your account is activated and you can deposit funds via DANA, e-wallet, mobile banking, local payment, online payment, or e-wallet.

No. Each user may maintain only one active cuanhoki account. If we detect duplicate accounts registered to the same person, we suspend all linked accounts and withhold any funds pending review. To avoid accidental duplication, use the same email and mobile number across all cuanhoki sign-ups. If you need to change your registered email or recover a forgotten password, contact our support team via in-app chat or email; we respond within one business day.

Navigate to the member login page and click the "Forgot password?" link. Enter your email address. We send a password-reset link to your registered email within five minutes. Click the link and choose a new password. Your new password takes effect immediately. If you do not receive the reset email, check your spam folder or contact our support team; we can verify your identity and send a manual reset link within one business day.

Payments and transactions

Deposits on cuanhoki range from 50,000 to our welcome offer per transaction. E-wallet methods (mobile banking, local payment, online payment, e-wallet, mobile banking, local payment) typically settle within minutes. Bank virtual accounts (online payment, e-wallet, mobile banking, local payment) settle within one to two business days depending on your bank's processing speed. There is no deposit fee. Your cuanhoki account balance updates as soon as the deposit settles. You can make multiple deposits per day; there is no daily account preferences.

cuanhoki does not charge deposit fees. Withdrawals via online payment, e-wallet, mobile banking, local payment, or online payment settle within minutes and carry no cuanhoki fee. Withdrawals to bank accounts (e-wallet, mobile banking, local payment, online payment) take one to three business days depending on your bank's processing. Your bank may apply its own transfer fees; cuanhoki does not charge a withdrawal fee. Withdrawal minimums are our welcome offer per request. If your withdrawal is delayed, contact our support team and we investigate within two business days.

E-wallet withdrawals (e-wallet, mobile banking, local payment, online payment, e-wallet) arrive within subject to verification. Bank withdrawals (mobile banking, local payment, online payment, e-wallet) take one to three business days. If your cuanhoki account is under review for identity verification, deposits are accepted but withdrawals are held until verification is complete. Withdrawals during holidays (Idul Fitri, Idul Adha, Imlek) may take longer; your bank may have extended processing windows. If a withdrawal does not arrive within the stated timeframe, contact our support team via in-app chat and we investigate within five business days.

Games and betting

Live-dealer tables (blackjack, roulette, baccarat, Dragon Tiger) feature a real human dealer streamed on video, real-time cards or wheel spins, and table rules set by the casino. You make decisions based on cards or outcomes shown on video. Slots are computer-generated games where you spin reels and win based on symbol matches. Live-dealer sessions typically take subject to verification per round. Slot sessions are faster, usually 30 seconds to two minutes per spin. Both are available on cuanhoki 24 hours per day on desktop and mobile.

cuanhoki covers Liga 1 (Indonesia), Piala AFF, Piala Indonesia, Champions League, Premier League, and La Liga. We also offer markets on MotoGP, badminton, and esports (Mobile Legends, Free Fire, PUBG Mobile). Sportsbook markets update in real time during matches. You can place a selection before the match starts or during live play. All settlements follow official league results or tournament organizer announcements. If you believe a settlement is incorrect, contact our support team within 30 days and we investigate within five business days.

Every deposit and selection on cuanhoki earns loyalty points. As your points accumulate, you advance through tier levels (Bronze, Silver, Gold, Platinum). Higher tiers unlock faster withdrawals and priority chat support. Your tier status resets monthly. You can view your current points and tier level in your account settings. Loyalty points cannot be withdrawn or transferred to another user. If you have questions about your tier status or point balance, contact our support team via in-app chat and we respond within one business day during weekday business hours.

Aviator is a crash game where a plane multiplier rises and you cash out before it crashes. Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways are traditional slot games where you match symbols across reels to win. Each slot has documented paytables and return-to-player (RTP) percentages. All slots use certified random-number generators. Outcomes are not influenced by deposit size, account tier, or past results. Each spin is independent. If you notice unusual behaviour in any slot, contact our support team immediately and we investigate within two business days.

Security and support

All data on cuanhoki is encrypted in transit (SSL/TLS) and at rest (AES-256). We collect your identity documents (ID photo, address proof) only for account verification. These documents are stored encrypted and deleted 60 days after your account closes. We do not sell your personal data to third parties. Your payment information is shared only with payment processors and fraud-prevention services. We retain account activity logs for seven years to comply with regulatory obligations. You can request a copy of your data or request deletion via our support team; we respond within 30 days at no cost.

cuanhoki in-app chat support is available Monday through Friday during business hours (9:00 AM to 6:00 PM local time). Outside these hours, you can send an email and we respond within one business day during business hours. During public holidays (Idul Fitri, Idul Adha, Imlek), chat and email response times may extend by one to two days. For urgent account issues (suspected fraud, locked account), contact our support team immediately and describe the issue in detail. We prioritize security-related inquiries and respond within four business hours on business days.

If you notice unauthorized activity, contact our support team immediately via in-app chat or email. Describe what you saw (unexpected withdrawal, unrecognized selection, login from an unfamiliar location). We freeze your account pending investigation, typically within four business hours on business days. Do not share your password with anyone. Enable device recognition on login to catch suspicious access early. If your email or mobile number has been compromised, reset your password and contact our support team. We investigate account-security incidents within five business days and notify you of findings in writing.
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