hurdle FAQ

Open an account by visiting our registration page and providing your email address and a strong password. Next, enter your full name, date of birth, and phone number. We send a verification code to your email and phone — confirm both to activate your account. At this point, your account is open and you can browse game categories, but you cannot deposit or play until you complete identity verification.

Identity verification requires a photo of your national ID (KTP, passport, or driver's licence) and a selfie holding the ID next to your face. Upload these documents via your account settings. Our team reviews submissions within a few hours on business days. Once approved, you can deposit using DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, or direct bank transfer from mobile banking, local payment, online payment, or e-wallet. Your balance updates instantly after deposit, and you can play live football markets, live-dealer tables, or slots immediately.

Registration begins with email and password. You then provide your full legal name, date of birth, phone number, and residential address. During identity verification, we collect a scanned or photographed copy of your national ID and a selfie for facial-match verification. We use this information to comply with anti-money-laundering and anti-fraud regulations, and to contact you regarding your account, withdrawals, or promotional offers if you opt in.

All personal data is encrypted and stored securely on our servers. We do not share your information with third parties except as required by law. You can review our full data-handling practices in our Privacy PolicyIf you have questions about what we collect or how we use your data, contact our support team.

To request deletion of your personal data, contact our support team via live chat, email, or phone with the subject line "Data Deletion Request." Include your account email and username. We will verify your identity and inform you of any legal or regulatory reasons we may need to retain certain data (for example, records of deposits and withdrawals for tax compliance). Once we confirm that retention is not required, we delete personal identifiers from your account records within 30 days.

Note that account closure and data deletion are separate processes. Closing your account stops access to hurdle services, but some transaction records may be retained by law. Data deletion removes your name, address, and contact information from our active systems. You can request both simultaneously or one at a time. See our Privacy Policy for the full data-deletion procedure.

Withdrawal requests are reviewed by our finance team during business hours. Typical review time is within a few hours on weekdays. Once approved, the payment is sent to your chosen payment method — mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, or your bank account. Arrival time depends on the payment provider: mobile wallets like online payment and e-wallet usually credit within minutes; bank transfers may take 1–3 business days depending on your bank and whether the transfer crosses multiple institutions.

Withdrawals are subject to verification windows during holidays like Idul Fitri or Idul Adha when banking services may be limited. If a withdrawal does not arrive after the expected window, contact our support team with your withdrawal ID and payment method. We will investigate and reissue the payment if needed.

If a deposit does not complete, first check your payment method's transaction history. Your bank or mobile wallet may show the charge even if hurdle did not receive the funds — this is common when network connection is interrupted. If the transaction appears in your payment history but not in your hurdle balance, do not deposit again. Instead, contact support with your transaction ID or receipt. We will check our records and manually credit your account if the payment reached us.

For withdrawals, a failed transaction usually means the payment details on file are incorrect (wrong account number, expired card, or closed mobile wallet). Update your payment method in your account settings and resubmit the withdrawal. If the same payment method fails twice, try a different method — for example, switch from mobile banking to local payment or request a direct bank transfer. Our support team can help troubleshoot any recurring payment issues.

Demo mode is available for many slot games — Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. You can play demo versions without logging in or depositing. Demo games use virtual credits instead of real money, so outcomes do not affect your account balance. Demo mode is a way to learn game rules and features before you decide to play with real funds.

Live football betting and live-dealer tables (blackjack, roulette, baccarat, Dragon Tiger) do not have demo versions because they involve real-time interaction with dealers and odds that change based on market activity. To practice before betting, review the game rules in our help section, then start with a small deposit and minimal stakes. Many new users also claim free bets or free spins (if available) to try games without risking their own balance.

Free bets are credits you can use to place wagers on football markets without spending your own balance. Free spins are automatically triggered spins on eligible slot games. Both are promotional offers that may be available to new users, returning players, or users who reach certain tier levels. To check if you have free bets or free spins, open your account and look for a "Promotions" or "Offers" section. We display any active offers there with terms — such as the expiration date, eligible games, and any requirements (for example, minimum odds or wagering limits).

Free offers are not guaranteed and vary by region and account status. During major tournaments like Liga 1 or Piala AFF, we may add special free-bet offers for live football. Terms always apply — read the offer details carefully before using free credits. Once you use a free bet, any winnings are subject to wagering rules before you can withdraw them. If you have questions about a specific offer, ask our support team.

Our support team operates live chat during business hours on weekdays. Response times typically fall between a few minutes and a few hours depending on queue volume. Outside business hours, you can send an email to our support address and we will reply within one business day. For urgent account access or security issues (such as suspected unauthorized activity), use live chat when available or call our phone line during business hours.

We also provide contact options in the help section of your hurdle account. Select the issue type (account, payment, game rules, or security) and we route your request to the correct team. Email is suitable for non-urgent questions and document submissions. Phone is fastest for live troubleshooting. Chat is ideal for quick clarifications about game rules or offer terms.