eksa Account & Payment FAQ

When you open an eksa account, we collect your email address, username, password, mobile phone number, and date of birth. You also provide your full legal name and national ID number during KYC (Know Your Customer) verification. This information is encrypted and stored securely. We use your email for account confirmations, password resets, and withdrawal notifications. Your mobile number is used for two-factor authentication and account recovery. Your ID number is verified against government records to confirm your identity and ensure you meet our eligibility requirements. If you are based in Jakarta, Surabaya, Bandung, or Medan, our KYC process is the same — we verify all users regardless of location. We do not share your personal data with third parties except as required by law.

Withdrawal requests pass through a review window that varies based on your payment method and account history. For established accounts using familiar payment methods (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet), the review is typically completed within a standard timeframe. New accounts or requests that flag our fraud-detection system may take longer as we verify your identity and transaction details. Once your withdrawal is approved, the funds transfer to your bank account or e-wallet within the timeframe set by your payment provider. We do not control bank processing times — that depends on your financial institution. During peak periods or holidays (e.g., Idul Fitri), withdrawals may experience delays. Check your account dashboard for your withdrawal status and estimated completion date.

You may request deletion of your personal data by contacting our support team via in-app chat or email. We will process your request and delete your personal information from our systems, subject to legal and compliance holds. We may retain some data (such as transaction records) for anti-money-laundering and tax compliance purposes as required by law. Data deletion does not erase your game history or account ledger — those records are kept for regulatory compliance. Once we delete your personal data, you cannot recover your account or access past information. Your request is final. Allow a standard processing window for deletion to complete. We will send you a confirmation email once your data has been deleted from our system.

We provide support via in-app chat during extended hours throughout the week. Response times depend on support volume. During high-traffic periods, you may experience a wait before an agent becomes available. For urgent account issues (locked account, compromised password, suspicious activity), use the in-app chat to contact support immediately. For general inquiries, email support is also available — send your question to our support inbox and we will reply within a standard timeframe. Support is available in English. We do not provide support via phone or social media direct messages. If you cannot reach support through the app, check your email for a support contact address or visit our help section for troubleshooting guides.

No. Each user may open and maintain only one eksa account. Opening multiple accounts using the same email, phone number, ID, or payment method violates our terms. We use automated detection and manual review to identify duplicate accounts. If we discover that you control more than one account, we will close all duplicate accounts and may forfeit balances in those accounts. You are responsible for keeping your account information accurate and up to date. If you accidentally opened a second account, contact support immediately to request closure of the duplicate. Do not attempt to hide or use false information to create a second account — this is a breach of our terms and may result in permanent account restriction.

We support deposits from a wide range of amounts, with minimum and maximum limits that vary by payment method. mobile banking, local payment, online payment, e-wallet, and mobile banking have different limits based on e-wallet provider rules and your account status. local payment transfers, online payment Virtual Account, e-wallet, mobile banking, and local payment bank transfers also carry specific ranges. First-time depositors may face lower limits until their account is fully verified. After KYC verification and a history of successful transactions, your account preferences increase. Check your deposit screen in-app for your current minimum and maximum. If you exceed the limit, the deposit will be rejected and your funds will return to your payment source. For questions about your personal account preferences, contact support — we can explain any restrictions on your account.

RTP stands for Return to Player. It is a percentage that describes, over a very large sample of spins, how much of all money wagered on a slot game is expected to be paid back to players as winnings. For example, a slot with is expected to return our welcome offer for every our welcome offer wagered, over millions of spins. This is a statistical average, not a guarantee for any single session. You may win more or less than the RTP in any given period. RTP varies by game — popular games like Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways each have their own RTP. You can view the RTP for any game by opening its information panel in-app. Higher RTP does not mean easier wins — it simply describes the long-term payout rate. Slot outcomes are generated by a certified random-number generator.

Free bets and free spins are promotional offers we provide to new and existing players. Free bets are credits you may use on sports markets (e.g., Liga 1, Piala AFF, Champions League betting). Free spins are turns you may use on designated slot games without using your own balance. Both appear in your account under "Active Offers" or "Promotions." Each offer has terms: an expiry date, eligible games, and wagering requirements. You must meet these conditions before you can withdraw winnings from free bets or free spins. For example, a free-spins promotion may require you to wager the winnings 3 times before withdrawal is allowed. Check the terms of each offer carefully before you claim it. Not all offers are available to all players — your eligibility depends on your account status and region. Contact support if you do not see an offer you expected.

If you forget your password, click "Forgot your password?" on the login page. Enter your email address. We will send a password-reset link to that email. Click the link and follow the steps to create a new password. The reset link expires after a standard window — if it expires, request a new one. Use a strong password: at least 8 characters, including uppercase letters, lowercase letters, and numbers. Avoid using birthdays, usernames, or dictionary words. If you do not receive the reset email, check your spam folder. If you still cannot reset your password, contact support via in-app chat — we can verify your identity and help you regain access.