mashoki Account & Payment FAQ
Users of our mashoki platform ask recurring questions about account setup, deposit and withdrawal methods, game categories, bonus eligibility, security settings, and customer support availability. These questions often span multiple topics — from registration steps and KYC verification, to payment processor compatibility and live-dealer table rules.
This FAQ page compiles the most common questions we receive and provides direct answers. We organized the page by topic so you can find your answer quickly. For questions that fall outside these core areas, or if you need assistance beyond what this page covers, our customer-support team is available during business hours to help.
This page does not replace our full terms and conditions or legal notice. If you have questions about jurisdiction, service availability, data protection, or dispute resolution, please read our legal notice and privacy policy linked in the footer of this site.
- Account and registrationhow to start, KYC verification, password recovery
- Payments and transactionsdeposit and withdrawal via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment
- Game rules and categoriesfootball betting, live-dealer tables, slots, and esports markets
- Security and account careaccount protection, bonus terms, and service availability
Deposits via local payment, online payment, e-wallet, or mobile banking are processed instantly on mashoki. Log into your account, go to the Cashier or Deposit section, select your payment method, and enter the amount. You are then redirected to the payment app (or a login screen if you are on desktop). Complete the payment in your app, and the funds appear in your mashoki account immediately. No additional confirmation is required. We do not charge a deposit fee, but your payment processor (local payment, online payment, etc.) may apply their own fees — check your app for details. e-wallet, mobile banking, and bank virtual accounts (local payment, online payment, e-wallet, mobile banking) are also available. For virtual-account deposits, you receive a unique account number — transfer the amount from your bank account, and the credit is applied once the bank processes the transaction (usually within minutes to an hour during business hours).
Our customer-support team operates during business hours, typically 9 AM to 6 PM local time. Outside these hours, you can submit a support ticket via our contact form and we will respond within 24 hours. We provide support in multiple languages including Indonesian and English. For urgent account issues such as forgotten passwords or account recovery, use the password-reset link on the login page — you can reset your account without contacting support. If you cannot access password recovery or if your issue requires immediate assistance, email our support team and mark the message as urgent.
Payments and transactions
mashoki does not charge fees on deposits or withdrawals. However, your payment processor or bank may apply their own fees depending on your payment method and region. For example, local payment or online payment may charge a small transaction fee in certain cases — check your app for fee details before confirming a deposit. When you withdraw, the full amount (minus any processor fees assessed by your bank) is sent to your account. We do not retain any portion of withdrawal requests. All withdrawal requests are subject to standard account verification and compliance checks — we may ask for additional KYC documents if we suspect fraudulent activity or if withdrawal patterns appear unusual. Withdrawal review times depend on your payment method and your bank's processing windows, not on mashoki delays.
We operate mashoki only where local law permits online gaming and sports betting. Our service is available in select regions, including cities such as Jakarta, Surabaya, Bandung, Medan, and Semarang where gaming is permitted under applicable regulations. We do not operate in jurisdictions that prohibit online wagering. If you are unsure whether mashoki is available in your location, consult your local regulations or contact our support team before opening an account. Users who register from restricted jurisdictions violate our terms and do so at their own legal risk. We use geolocation technology to detect and block access from prohibited regions, though this system is not foolproof. Circumventing geographic restrictions using VPNs or proxies is prohibited and may result in account suspension and forfeiture of balances.
Game rules and categories
Live-dealer tables on mashoki include blackjack, roulette, baccarat, and Dragon Tiger, each hosted in our multi-camera studio with a real dealer and real cards or wheel. You place bets via the digital interface, and outcomes are determined by the physical table action. Live-dealer games are best for users who enjoy table games and want to interact with a live dealer. Slot games — such as Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways — are computer-generated and run on random-number generators. Slots offer simpler mechanics, faster rounds, and typically lower minimum bets than live tables. Both categories accept deposits from the same account and share the same bonus and cashback eligibility. Choose the category that matches your preference; neither is superior to the other.
Security and account care
Our welcome offer is available to new mashoki users upon first deposit. The exact offer terms vary by promotion — we do not advertise fixed bonus amounts, as offers are subject to change. When you open an account, we display the current welcome offer details before you make your first deposit. All bonus offers come with eligibility criteria and playthrough requirements (e.g., you may need to wager the bonus a certain number of times before you can withdraw). Weekly cashback and referral rewards have their own separate terms, which we display in the Promotions section of your account. Bonus terms apply to specific game categories or market types — for example, a bonus may apply to football markets but not live-dealer tables. Read the full terms for each offer before claiming it. We do not guarantee bonus value or return rates.
Your mashoki account includes several security and control tools. You can change your password at any time in the Account Settings section. You can view your login history and see which devices have accessed your account — if you see a login you do not recognize, change your password immediately and contact support. You can also update your email, phone number, and linked payment methods. If you forget your password, use the password-reset link on the login page. If your account is compromised or if you suspect fraud, lock your account immediately by contacting our support team. We will investigate and, if fraud is confirmed, can restore your balance subject to verification. You are responsible for keeping your password confidential and for logging out after each session on a shared device. We recommend using a strong, unique password and avoiding public WiFi when accessing your account.