koihokiFrequently Asked Questions

Players on koihoki ask us about many things: how to verify an account, whether deposits carry fees, the rules for live-dealer games versus slots, how our loyalty tiers work, and how to withdraw funds back to DANA, e-wallet, or mobile banking. These questions touch on account setup, payments, game mechanics, and account security—the core areas where clarity matters most.

This FAQ page answers the questions we hear most often. If you're starting out on koihoki, you'll find guidance on KYC verification and your first deposit. If you're a regular player, you'll find details on our loyalty programme, withdrawal processes, and how we protect your data. The answers below are straightforward and concrete, designed to help you self-serve quickly.

Read through the topics that matter to you. If a question here doesn't address your issue, our support team is ready to help—scroll to the end of this page for the contact process. For legal details about our terms of service or how we operate in your jurisdiction, check our [[legal notice]] and [[terms]] pages, which set out the formal scope of your account and our obligations to you.

Account and registration

KYC (Know Your Customer) verification on koihoki requires a valid government-issued ID and proof of address. For your ID, we accept a national ID card, driver's license, or passport. For proof of address, provide a utility bill, bank statement, or rental agreement dated within the last three months—a document that shows your name and current address. Upload both documents via your account settings under Account Verification. We process documents within 24 hours during business hours. If your submission is rejected, we'll explain why and ask you to resubmit. Verification is required before your first withdrawal, and it applies to all users regardless of whether you are in Jakarta, Surabaya, Bandung, or elsewhere in supported regions.

If you forget your koihoki password, go to the login page and click the "Forgot your password?" link. Enter the email address or phone number registered to your account. We'll send you a password reset link via email or SMS. Click the link and follow the prompts to set a new password. The reset link expires after 24 hours for security. If you don't receive an email or SMS, check your spam folder or ask our support team to resend it. Once you've reset your password, log in with your new credentials. For account security, use a strong password that includes uppercase letters, numbers, and symbols, and never share it with anyone.

Payments and transactions

We at koihoki do not charge deposit or withdrawal fees on any transaction. Your full deposit amount goes into your account balance, and your withdrawal is processed for the exact amount you request. Some payment providers (your e-wallet or bank) may charge their own fees—check with DANA, e-wallet, mobile banking, local payment, or your bank (online payment, e-wallet, mobile banking, local payment) for their terms. Withdrawal processing times vary by payment method: e-wallet transfers typically complete within minutes, while bank transfers may take 1–3 business hours depending on your bank. We process all withdrawal requests during business hours, and any delays beyond our processing window are handled by your payment provider.

Depositing via local payment, online payment, or e-wallet on koihoki takes three steps. First, log into your account and go to Deposit. Second, select your payment method (mobile banking, local payment, or online payment), enter the amount you wish to add, and tap Continue. Third, you'll be redirected to your e-wallet app or website to approve the payment. Once approved, your balance updates instantly and you can start playing. The entire process takes about a minute. If your deposit fails, check that your e-wallet has sufficient balance and that you've entered the correct amount. If problems persist, contact our support team with your transaction ID. We also support e-wallet, mobile banking, local payment, and direct bank transfers—choose the option that suits you best.

Games and features

Live-dealer tables on koihoki feature real dealers and real cards or balls—blackjack, roulette, baccarat, and Dragon Tiger games streamed from multi-camera studios. You watch the action in real time and place bets on the outcome. Slots are digital games: you spin the reels, and the outcome is determined by a random number generator. Slots include titles like Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. Live-dealer games offer an interactive experience with real-time decision-making; slots are faster and more autonomous. Both are available on koihoki, and you can switch between them in seconds. Your account balance works across all games—deposit once and access the entire range.

The koihoki loyalty programme rewards regular players with points on every bet placed on live-dealer tables and slots. Points accumulate as you play and can be converted into bonus credit or cashback. The programme has multiple tiers—Bronze, Silver, Gold, and Platinum—each with increasing benefits. As you earn more points, you unlock higher tiers, which offer better conversion rates and exclusive perks. Your tier resets annually, and we track your progress in the Loyalty section of your account. The loyalty programme is available to all koihoki players, regardless of deposit method or region. During tournaments like Piala AFF or Idul Fitri promotions, we sometimes offer bonus point multipliers to accelerate tier advancement.

Security and support

We at koihoki encrypt all account data—your login credentials, payment details, betting history, and KYC documents—both in transit and at rest. Our systems use industry-standard SSL/TLS encryption and multi-factor authentication to protect your account from unauthorised access. We do not sell or share your personal data with third parties except where required by law (for example, to comply with local jurisdiction rules in Indonesia). Your data is stored on secure servers with regular backups. We conduct annual security audits to identify and fix vulnerabilities. If you suspect unauthorised access to your account, change your password immediately and contact our support team. You have the right to request a copy of your data or ask for deletion in accordance with local privacy laws.

To contact our support team on koihoki, log into your account and go to Help or Support. You can browse our self-service articles or submit a ticket. Fill in the form with your name, email, and a detailed description of your issue. Our team reads all submissions and replies within business hours. You can also reach us via email directly from the Support page. When you open a ticket, provide specific details—your account email, the payment method involved, transaction IDs, or timestamps if relevant—so we can diagnose your issue faster. We monitor support channels throughout the day, and for urgent matters (like account access problems), we prioritise your ticket. Check your email for responses, including our Support page in-account notifications.
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