mpochas Casino & Sportsbook FAQ

We at mpochas do not charge deposit fees when you fund your account via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, or virtual-account transfer (mobile banking, local payment, online payment, e-wallet). Your full deposit amount is credited to your balance. Withdrawal fees depend on your payment method. E-wallet withdrawals (mobile banking, local payment, online payment, e-wallet, mobile banking) are typically processed without mpochas fees, though your e-wallet provider may apply a small processing charge. Virtual-account withdrawals (local payment, online payment, e-wallet, mobile banking) to your personal bank may incur a standard bank transfer fee from your receiving bank, not from mpochas. All fees are disclosed before you confirm a withdrawal. Always review the fee summary on the withdrawal confirmation screen before finalizing the transaction.

If a deposit on mpochas does not complete—your payment authorization succeeded but your balance was not credited—first check your account transaction history to see the pending status. E-wallet deposits (local payment, online payment, e-wallet, mobile banking) typically settle within seconds; if not received within subject to verification, contact your e-wallet provider to confirm the transaction left their system. Virtual-account deposits (local payment, online payment, e-wallet, mobile banking) depend on your bank's processing schedule; transfers made during business hours usually clear within one hour, while those after office hours settle the next business day. If your withdrawal does not arrive, check that you selected the correct payment method (the withdrawal goes to the account you used for the deposit). Withdrawals typically process within one business hour during office hours. For transactions stuck in pending status after 24 hours, contact mpochas support with your transaction ID and payment method; we will investigate with our payment processor and your bank.

Our weekly cashback offer on mpochas credits a percentage of your total weekly losses back to your account. Losses are calculated based on your net wagers across all game categories (live-dealer tables, slots, sports betting, esports markets) minus any winnings during the week (Monday to Sunday, resetting each Monday at midnight server time). The cashback percentage and minimum loss threshold are displayed in the Promotions section of your mpochas account. Cashback is credited automatically by Tuesday afternoon if you meet the minimum requirement. There are no additional wagering or verification steps required. Cashback funds are added to your balance and can be withdrawn or wagered immediately, subject to the same withdrawal rules as regular deposits. Cashback terms apply only to active accounts with verified KYC documentation and in good standing.

RTP stands for Return to Player percentage. It represents the average amount a slot game pays back to players over a very long period (millions of spins). For example, a slot with returns an average of 96 cents per dollar wagered, meaning the house keeps 4 cents. On mpochas, all slot games (Mahjong Ways, Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger) display their RTP in the game information panel before you play. Higher RTP means better long-term odds for players, though RTP is theoretical and does not guarantee results on any single session. Each spin is independent and determined by a certified random number generator. We recommend reading the RTP and game rules before playing any slot to understand the payout structure and volatility.

Our mpochas live-chat support team is available Monday through Friday, 09:00 to 18:00 server time (UTC+7). Outside these hours, you can submit an email inquiry through the Contact page, and we will respond within one business day. During major Indonesian holidays like Idul Fitri, Idul Adha, Imlek, or Nyepi, our response times may be extended. For urgent account-security issues (suspected unauthorized access, payment fraud, account suspension), email our compliance team directly; we prioritize security matters and respond as quickly as possible. You can also access our FAQ, Terms and Conditions, and Legal Notice pages anytime for self-service answers to common questions about policies, game rules, and account management.

During registration on mpochas, you provide your full name, email address, date of birth, and mobile phone number. You create a secure password (we recommend a combination of uppercase, lowercase, numbers, and symbols). We send a verification email to confirm your address. During Know Your Customer (KYC) verification, you upload a photo of your government ID (Indonesian KTP or passport) showing your name, date of birth, and ID number. You also provide proof of address—a recent utility bill, bank statement, or rental agreement dated within the last three months and showing your current residential address. We do not collect payment card numbers, banking passwords, or e-wallet PINs during registration—our payment gateways handle payment credentials separately in secure, isolated systems.

If you suspect unauthorized access to your mpochas account—login attempts from unfamiliar devices, balance changes you did not authorize, or unusual game activity—contact our support team immediately. Provide your account email, the date and time you noticed the issue, and specific details of any suspicious activity. We will review your account history, verify your identity through security questions or document verification, and secure your account by resetting your password and enabling two-factor authentication. Do not share your password or reset links with anyone. If you have forgotten your password, use the password-reset option on the login page. You will receive a secure reset email; follow the link to create a new password within one hour. For immediate security concerns, reach out to our compliance team during business hours via live chat or email.

Our mpochas live-chat support is available Monday through Friday, 09:00 to 18:00 server time (UTC+7). Outside these hours, submit an email inquiry via the Contact page, and we will respond within one business day. During major Indonesian holidays (Idul Fitri, Idul Adha, Imlek, Nyepi), response times may extend. For urgent account-security matters—suspected unauthorized access, payment fraud, or account suspension—email our compliance team directly. Security matters are prioritized and we respond as quickly as possible. You can access our FAQ, Terms and Conditions, Legal Notice, and Privacy Policy pages anytime for self-service answers about policies, account management, and data handling.