monaco99Frequently Asked Questions
Users ask us about account setup, deposits and withdrawals via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and bank transfer, how live-dealer tables differ from slots, KYC verification requirements, security practices, and when to contact our support team. This page addresses the most common questions we receive about creating an account, managing funds, understanding game types, and protecting your account on our platform.
We at monaco99 designed this FAQ to help you find answers without waiting for live chat. If your question is not answered below, our support team offers English and Indonesian assistance during standard business hours. For detailed policies on account eligibility, data handling, and jurisdiction restrictions, please read our full Terms and Conditions and Privacy Policy pages—links are in the footer. If you have a legal or compliance inquiry, contact our legal department via the channels listed in our Legal Notice page.
The FAQ is organised into four topic areas so you can quickly navigate to the section you need. Each accordion item expands when you tap or click the question. Answers explain what we do (how deposits clear, what KYC documents we need, when live chat is available) and direct you to the right team if you need further help.
- Account and registrationhow to start, KYC verification, password recovery
- Payments and transactionsdeposit and withdrawal via mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, and bank transfer
- Game rules and featureslive-dealer tables, slots, sportsbook, and esports markets
- Security and account careaccount protection, data handling, and jurisdiction notice
We require your legal name, date of birth, and identity document number (KTP, passport, or driver's license) to complete Know-Your-Customer verification. You must also photograph or scan the identity document itself—front and back—and upload it via the mobile app or website during account setup. Verification typically completes within hours. Once approved, you can deposit and play immediately. We may request additional documents (proof of address, bank statement, or video verification) if your initial submission does not match our records or if your account shows unusual activity. Keep your documents clear and legible; blurry or partially obscured images may delay verification. If your submitted document is rejected, we will explain why in your account notification and ask you to resubmit with better clarity.
Our support team offers live chat in English and Indonesian during standard business hours, Monday to Friday 08:00–22:00 (Jakarta time). On weekends and public holidays (Idul Fitri, Idul Adha, Imlek, Nyepi), we provide limited support; response times may be longer. If you contact us outside business hours, we will respond to your message within 24 hours when our team returns. For urgent account security issues (suspected unauthorised access, fraudulent transactions), send a message through live chat or email [email protected] and mark it as urgent—we prioritise security matters. For routine questions (game rules, deposit status), you can also check the FAQ or Terms page first, as they may answer your question immediately.
Payments and Transactions
No. We do not charge deposit or withdrawal fees. All deposits via QRIS, e-wallet, mobile banking, local payment, online payment, e-wallet, or bank transfer (mobile banking, local payment, online payment, e-wallet) go directly to your account balance without any deduction. Withdrawals to your chosen payment method are also processed at no charge. Your bank or payment provider may charge their own transfer fees, but we do not add any markup. Deposits clear instantly on most payment methods; mobile banking and bank transfers may take a few minutes if they require batch processing. Withdrawals are processed within our standard verification window, typically within hours, depending on your bank's settlement schedule.
If a deposit does not complete, the funds return to your original payment method within 24–48 hours. Check your bank or payment app (local payment, online payment, e-wallet, mobile banking) to confirm the refund. In the meantime, do not attempt the same deposit again—wait for the refund to arrive, then retry with a fresh transaction. Common reasons for failed deposits are network timeout, incorrect amount entry, or payment provider maintenance. If a withdrawal does not arrive, first check your transaction history on our platform to confirm we sent it. If the transaction shows as completed on our side but the funds have not reached your bank account, contact your bank directly to trace the transfer—this usually indicates a clearing delay on their end. If the withdrawal shows as pending on our platform, wait for the standard verification window; do not request a second withdrawal. Contact live chat if the transaction remains pending longer than expected.
We periodically offer cashback promotions to active players. When a cashback offer is active, a portion of your wagering losses during that week (Sunday to Saturday) is credited back to your account as a bonus balance. The exact percentage and conditions vary by promotion; check the promotions page in the app or website to see the current offer details, eligibility requirements (minimum deposit, minimum wagering volume), and terms. Cashback is usually credited on Monday morning for the previous week's activity. Bonus balances from cashback have the same wagering and withdrawal conditions as other promotional credits—you must play the bonus amount through once before you can withdraw it. Terms apply; contact live chat if you have questions about a specific promotion or whether you qualify.
Game Rules and Features
Live-dealer tables feature real dealers conducting games (blackjack, roulette, baccarat, Dragon Tiger, Sic Bo) via video stream from our studios in Jakarta, Surabaya, and Medan. You place bets by clicking buttons on your screen; the dealer handles the cards or wheel in real time. Games run on the dealer's schedule, so timing depends on how many other players are at the table. Slots are automated games where you set your stake and spin; the outcome is determined by a random number generator. Slots offer faster rounds (each spin takes seconds) and lower minimum bets, while live-dealer tables suit players who want the experience of a real casino with other players and a live dealer. Both are available on our platform; choose based on your preference and how much time you have.
We collect and store your personal data (name, email, phone, identity document, address, payment method) to verify your identity, comply with anti-money-laundering regulations, process deposits and withdrawals, and provide customer support. All data is encrypted in transit using HTTPS and stored on secure servers with access controls. We do not sell your data to third parties. We share it only where required by law or where necessary to process your payments. For a full explanation of what data we collect, how we use it, and how long we retain it, see our Privacy Policy page. You have the right to request a copy of your personal data or ask us to delete it (subject to legal retention requirements). Contact our support team to exercise these rights.
Security and Account Care
We recommend enabling two-factor authentication (2FA) in your account settings immediately after registration. 2FA requires a one-time code sent to your phone each time you log in, preventing unauthorised access even if someone learns your password. Change your password at least every three months and use a combination of uppercase, lowercase, numbers, and symbols. Never share your password or 2FA codes with anyone—our support staff will never ask for them. If you suspect unauthorised access to your account, change your password immediately and contact live chat. We will review your account activity and address any fraudulent transactions. Enable login notifications in your settings so you are alerted each time your account is accessed from a new device. If you see a login from an unfamiliar location or device, change your password and review your recent transactions.