simpanFrequently Asked Questions
Our users ask about account setup, deposit and withdrawal flows, game categories, settlement mechanics, data handling, and support responsiveness. This page answers the most common topics to help you understand how simpan operates.
We designed this FAQ to resolve questions about registration, payment rails, tournament structures, and account security without requiring you to contact our team. The answers reflect our standard practices and apply to all account tiers. If your question falls outside these topics, or if you need clarification on specific terms, our support team is available through your simpan dashboard or email during standard business hours.
For detailed legal obligations, license scope, and regulatory framework, please review our terms and conditions and legal noticeFor data handling specifics, see our privacy policysimpan services are available only where local law permits; you are responsible for verifying compliance with your jurisdiction's regulations.
- Account and registrationhow to open an account, KYC document requirements, password recovery, and multi-device access
- Payments and transactionsdeposit methods (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet), withdrawal processing, and transaction reconciliation
- Game categories and rulesslot tournaments, live-dealer tables, football and esports markets, and settlement timing
- Security and account caredata protection, privacy practices, and jurisdiction-restricted access
KYC verification on simpan requires two documents. First, a government-issued identity document: a national identity card (KTP), passport, or driver's license, photographed front and back with all text clearly legible. Second, proof of your residential address dated within the last three months: a utility bill (electricity, water, or internet), bank statement, rental agreement, or property tax document bearing your name and current address. Upload both documents through your simpan dashboard. Ensure the photos are well-lit, in focus, and show the complete document without glare. If any information is unclear or missing, our verification team will request you resubmit. Once approved, your account gains full deposit and withdrawal permissions, and you may participate in all simpan offerings across Jakarta, Surabaya, Bandung, Medan, Semarang, and other regions where services are available.
Yes. simpan supports deposits and withdrawals via all four major Indonesian banks: online payment, e-wallet, mobile banking, and local payment. When you select a bank transfer on the deposit page, you will receive a unique reference number and simpan's collecting account details. Complete the transfer from your own bank account using that reference; the system matches the reference to your simpan account and credits your balance within minutes. Withdrawal to these banks follows our standard processing window: requests submitted during business hours are typically processed within one business day, subject to your bank's settlement schedule. Bank transfers carry no simpan platform fee, though your own bank may charge a standard transfer cost. If your transfer does not appear after two hours, check that your reference number was entered correctly, then contact our support team through your dashboard.
Payments and transactions
If a deposit or withdrawal does not complete, first check your simpan account history to confirm the transaction status. For wallet deposits (online payment, e-wallet, mobile banking, local payment, online payment, e-wallet), most failures are instant: your wallet will not be charged, and the transaction will show as declined or pending. Wait five minutes, then try again or select a different payment method. For bank transfers, verify that your reference number and account details were entered exactly as shown. If funds were deducted from your bank account but did not appear in simpan after two business hours, contact our support team with your bank transaction receipt and reference number. We will trace the transfer and credit your account if the payment reached us. For withdrawals, check that your account is fully verified, your requested amount does not exceed your balance, and your nominated bank account details are correct. Withdrawal requests submitted during business hours are typically processed within one business day.
simpan collects your personal information to operate your account, process deposits and withdrawals, complete KYC verification, and detect fraud. We retain account data only as long as necessary for these purposes and legal compliance. Your data is never sold to third parties, and we do not use it for marketing beyond service-related emails. We use industry-standard encryption to protect your information in transit and at rest. If you wish to access, correct, or delete your account data, contact our support team through your simpan dashboard. We respond to data-access requests within standard timeframes and take steps to update or remove information as permitted by law. For details on data retention, cookies, and your privacy rights, please review our full privacy policy
Game categories and rules
simpan offers four main game categories. Slot tournaments feature daily and weekly scheduled events across Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways, each with transparent entry rules and settlement windows. Live-dealer tables include real-time blackjack, roulette, baccarat, Dragon Tiger, and other titles streamed from multi-camera studios with live dealers and auditable settlement. Football and traditional sports markets cover Liga 1, Piala Indonesia, Piala AFF, Champions League, Premier League, and MotoGP with game information and standard settlement rules. Esports markets include Mobile Legends, Free Fire, PUBG Mobile, and other competitive titles. All categories operate under published rules; you can review game terms, payout structures, and settlement procedures before entering any event. Rules are available in your simpan account under each game's information panel.
Free bets and free spins are promotional offers that appear in your simpan account under the "Promotions" or "Active Offers" section. Free bets are credits that can be used on eligible betting markets or slot tournaments; free spins are tokens usable on specific slot games. simpan awards these offers based on account tier, deposit activity during promotional periods (such as Idul Fitri or Nyepi celebrations), or participation in seasonal tournaments. Each offer carries specific terms: a maximum stake, eligible games, settlement deadline, and any minimum odds or bet count requirement. You must accept an offer to activate it; once active, it appears in your account balance separately from your cash funds. Free bets and free spins cannot be withdrawn as cash; any winnings from them become cash after you meet the offer's conditions. Offers expire on the date shown in the promotion details; we recommend reviewing your active offers regularly to avoid missing them.
Support and service
Our simpan support team operates during standard business hours and responds to account verification questions, deposit issues, and KYC document requests within 24 hours of submission. Technical support and account access problems are typically addressed within 48 hours. During peak periods or around major sporting events (Liga 1 matches, Piala AFF finals), response times may extend by up to 24 hours. You can reach us through your simpan account dashboard contact form or by email; include as much detail as possible about your issue, and attach any relevant transaction receipts or screenshots. For urgent account lockouts or security concerns, flag your query as high priority in the dashboard; we will escalate it to our security team. We do not offer phone support at this time; all inquiries are handled via email or dashboard messaging to create a documented record.