alexistoFrequently Asked Questions
Users new to alexisto often ask about account setup, how deposits and withdrawals work, which payment methods we support, game mechanics, and how we protect account data. This page answers the most common questions we receive from players across Jakarta, Surabaya, Bandung, Medan, and other regions where our service is available.
Our FAQ covers four main topics: opening and securing your account, making deposits and withdrawals via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and bank virtual accounts, understanding how our sportsbook and live-dealer games work, and learning how alexisto keeps your information safe. Each answer is written in plain language so you can find solutions quickly without technical jargon.
If your question is not answered here, our support team is available during business hours through the contact methods in our footer. For detailed policy information, review our terms and conditions and privacy policyOur legal notice outlines jurisdiction restrictions and account eligibility.
- Account and registrationhow to start, KYC verification, password recovery, account security
- Payments and transactionsdeposits and withdrawals via mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, transaction fees, processing windows
- Games and marketssportsbook betting (Liga 1, Piala AFF, badminton, MotoGP), live-dealer tables (blackjack, roulette, baccarat, Dragon Tiger), slot games (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways), esports (Mobile Legends, Free Fire, PUBG Mobile), RTP and odds
- Account protection and jurisdictiondata handling, KYC documents, multi-account policy, service availability by region
Read the questions below to find answers about how alexisto works. If you cannot find what you need, contact our support team using the methods listed in our footer.
Account and registration
On the alexisto login page, click the "Forgot your password?" link. Enter your registered email address. We will send you a password reset link within minutes. Click the link in the email to set a new password. The reset link is valid for one hour — if it expires, request a new reset link.
If you do not receive the email, check your spam or junk folder. If you still cannot find it, contact our support team with your account email, and we will help you recover your account. Keep your registered email and mobile phone number current so you can recover your account quickly if needed.
On the alexisto login page, click the "Forgot your password?" link. Enter your registered email address. We will send you a password reset link within minutes. Click the link in the email to set a new password. The reset link is valid for one hour — if it expires, request a new reset link.
If you do not receive the email, check your spam or junk folder. If you still cannot find it, contact our support team with your account email, and we will help you recover your account. Keep your registered email and mobile phone number current so you can recover your account quickly if needed.
We collect your email, username, password hash, phone number, and transaction history to operate your account and prevent fraud. We encrypt all data during transmission. We do not store your bank login details or e-wallet passwords — payment providers (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet) handle those separately.
For large withdrawals or account opening, we request KYC verification: a photo of your identity card and proof of address. We use this to confirm ownership and comply with anti-fraud standards. Once verification completes, we delete these documents according to our privacy policy. Our full privacy policy explains how long we keep data and your rights to access or delete it.
We collect your email, username, password hash, phone number, and transaction history to operate your account and prevent fraud. We encrypt all data during transmission. We do not store your bank login details or e-wallet passwords — payment providers (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet) handle those separately.
For large withdrawals or account opening, we request KYC verification: a photo of your identity card and proof of address. We use this to confirm ownership and comply with anti-fraud standards. Once verification completes, we delete these documents according to our privacy policy. Our full privacy policy explains how long we keep data and your rights to access or delete it.
No. Each person may hold only one active account on alexisto. If we detect multiple accounts registered to the same email, phone number, or payment method, we will close all duplicate accounts and may restrict account access.
If you genuinely need to close one account and open another, contact our support team before opening the new account. We can help coordinate the closure and confirm your eligibility to register again. Attempting to maintain multiple accounts may result in withdrawal holds and account suspension.
No. Each person may hold only one active account on alexisto. If we detect multiple accounts registered to the same email, phone number, or payment method, we will close all duplicate accounts and may restrict account access.
If you genuinely need to close one account and open another, contact our support team before opening the new account. We can help coordinate the closure and confirm your eligibility to register again. Attempting to maintain multiple accounts may result in withdrawal holds and account suspension.
Payments and transactions
If a deposit fails, money is returned to your payment method (mobile banking, local payment, online payment, e-wallet, or bank account) within one to three business days. You will see a "Failed" or "Cancelled" status in your alexisto transaction history. Check your payment account to confirm the refund.
If a withdrawal is delayed beyond our standard review window, contact our support team with your transaction ID. We will investigate with the payment provider to confirm the status. Common reasons for delays include account verification pending, payment provider processing backlog during holidays (Idul Fitri, Idul Adha, Imlek), or security holds. Most delays resolve within one business day after investigation.
If a deposit fails, money is returned to your payment method (mobile banking, local payment, online payment, e-wallet, or bank account) within one to three business days. You will see a "Failed" or "Cancelled" status in your alexisto transaction history. Check your payment account to confirm the refund.
If a withdrawal is delayed beyond our standard review window, contact our support team with your transaction ID. We will investigate with the payment provider to confirm the status. Common reasons for delays include account verification pending, payment provider processing backlog during holidays (Idul Fitri, Idul Adha, Imlek), or security holds. Most delays resolve within one business day after investigation.
Promotion codes are entered in your account dashboard under "Promotions" or "Bonuses" after login. Paste the code into the text field and click "Apply". The system will confirm whether the code is valid and active. If the code does not apply, it may have expired or be restricted to certain regions or account types.
Codes must be applied before or after a qualifying deposit, depending on the promotion terms. Check the promotion details on our promotions page to confirm eligibility and any conditions. If a code fails to apply, contact our support team with the code and promotion name, and we will verify whether you are eligible.
Promotion codes are entered in your account dashboard under "Promotions" or "Bonuses" after login. Paste the code into the text field and click "Apply". The system will confirm whether the code is valid and active. If the code does not apply, it may have expired or be restricted to certain regions or account types.
Codes must be applied before or after a qualifying deposit, depending on the promotion terms. Check the promotion details on our promotions page to confirm eligibility and any conditions. If a code fails to apply, contact our support team with the code and promotion name, and we will verify whether you are eligible.
alexisto does not charge deposit or withdrawal fees. However, your payment provider (mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, or bank) may charge fees depending on your account type and transaction size. These fees are set by your payment provider, not by alexisto.
Before you deposit, check your payment method's fee schedule. Most e-wallet transfers in Indonesia carry no fee, but bank transfers may incur a small charge. Withdrawal fees also depend on your payment provider. If you are uncertain, contact your bank or e-wallet support to confirm their fee policy.
alexisto does not charge deposit or withdrawal fees. However, your payment provider (mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, or bank) may charge fees depending on your account type and transaction size. These fees are set by your payment provider, not by alexisto.
Before you deposit, check your payment method's fee schedule. Most e-wallet transfers in Indonesia carry no fee, but bank transfers may incur a small charge. Withdrawal fees also depend on your payment provider. If you are uncertain, contact your bank or e-wallet support to confirm their fee policy.
Games and markets
RTP stands for Return to Player — a percentage that describes how much of all wagered money a slot game pays back to players over a very long period of time. For example, a game with means that, on average, 96 cents of every dollar wagered is paid to players across thousands of spins.
RTP is a theoretical average calculated over millions of plays, not a guarantee for individual sessions. Games like Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways have their own RTP values, which we display in the game information. Shorter play sessions may show much higher or lower returns than the stated RTP. RTP does not predict your result on any single bet.
RTP stands for Return to Player — a percentage that describes how much of all wagered money a slot game pays back to players over a very long period of time. For example, a game with means that, on average, 96 cents of every dollar wagered is paid to players across thousands of spins.
RTP is a theoretical average calculated over millions of plays, not a guarantee for individual sessions. Games like Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways have their own RTP values, which we display in the game information. Shorter play sessions may show much higher or lower returns than the stated RTP. RTP does not predict your result on any single bet.
Our support team provides live chat during business hours (Monday to Friday, 9:00 AM to 6:00 PM local time). On weekends and public holidays (including Idul Fitri, Idul Adha, and Imlek), live chat is not available, but you can leave a message and we will respond the next business day.
For urgent account issues outside business hours, contact us via email at the address in our footer, and we will prioritise your inquiry when support resumes. You can also review our FAQ and terms page for immediate answers to common questions.
Our support team provides live chat during business hours (Monday to Friday, 9:00 AM to 6:00 PM local time). On weekends and public holidays (including Idul Fitri, Idul Adha, and Imlek), live chat is not available, but you can leave a message and we will respond the next business day.
For urgent account issues outside business hours, contact us via email at the address in our footer, and we will prioritise your inquiry when support resumes. You can also review our FAQ and terms page for immediate answers to common questions.
Account protection and service
Our services are available only in jurisdictions where local law permits online gaming. We do not offer services in regions where online wagering is prohibited. You are responsible for verifying that access to and use of alexisto comply with the laws of your own jurisdiction.
If you are unsure whether online gaming is legal in your area, consult your local authorities or legal counsel before accessing alexisto. Our legal notice provides more detail on jurisdiction restrictions and your responsibilities as a user.
Our services are available only in jurisdictions where local law permits online gaming. We do not offer services in regions where online wagering is prohibited. You are responsible for verifying that access to and use of alexisto comply with the laws of your own jurisdiction.
If you are unsure whether online gaming is legal in your area, consult your local authorities or legal counsel before accessing alexisto. Our legal notice provides more detail on jurisdiction restrictions and your responsibilities as a user.