arcanaFrequently Asked Questions
Users of arcana ask questions across several topic areas: how to register and verify an identity, how to deposit and withdraw funds using local payment methods, what games and markets are available, and how to manage account security and disputes. This FAQ page answers the most common questions we receive, covering registration, payments, game rules, account controls, and support timelines.
Our arcana FAQ resolves everyday questions about getting started, using DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and direct bank transfers (mobile banking, local payment, online payment, e-wallet), understanding our football sportsbook, live-dealer tables, slot games, and esports markets. If your question is not answered here, our support team is available via in-app chat, email, or live help during business hours in both English and local languages.
This FAQ focuses on service logistics and account management. For detailed legal and policy information — including jurisdiction restrictions, bonus terms, and dispute resolution — please see our Terms & Conditions and Legal noticeFor technical troubleshooting or account-specific issues, contact our support team directly rather than relying on FAQ answers.
FAQ topics covered on this page
- Account and registrationhow to start, KYC verification, password recovery
- Payments and transactionsdeposit and withdrawal via mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, and direct bank transfer
- Games and marketsfootball sportsbook, live-dealer tables, slots, esports, and available tournaments
- Account controls and supportaccount security, promotional offers, response windows, and dispute handling
If you forget your arcana password, use the "Forgot your password?" link on the login page. Follow these steps:
- Enter your registered email address or username.
- We will send you a password-reset link to your email.
- Click the link (valid for a standard time window — typically 24 hours).
- Create a new password and confirm it.
- Log in with your new password.
If you do not receive a reset email, check your spam or junk folder. If the link has expired, return to the login page and request a new one. If you cannot access the email address on file, contact our support team to verify your identity and reset your password manually.
If you forget your arcana password, use the "Forgot your password?" link on the login page. Follow these steps:
- Enter your registered email address or username.
- We will send you a password-reset link to your email.
- Click the link (valid for a standard time window — typically 24 hours).
- Create a new password and confirm it.
- Log in with your new password.
If you do not receive a reset email, check your spam or junk folder. If the link has expired, return to the login page and request a new one. If you cannot access the email address on file, contact our support team to verify your identity and reset your password manually.
If you forget your arcana password, use the "Forgot your password?" link on the login page. Follow these steps:
- Enter your registered email address or username.
- We will send you a password-reset link to your email.
- Click the link (valid for a standard time window — typically 24 hours).
- Create a new password and confirm it.
- Log in with your new password.
If you do not receive a reset email, check your spam or junk folder. If the link has expired, return to the login page and request a new one. If you cannot access the email address on file, contact our support team to verify your identity and reset your password manually.
Our arcana account settings give you control over your personal details and security:
- Password change: Update your password from account settings at any time.
- Email and contact updates: Change your registered email address or phone number (subject to verification).
- Login history: Review recent login activity to detect unauthorized access.
- Withdrawal account management: Add or update the bank account or e-wallet where withdrawals are processed.
- Account closure: Request permanent account closure from your settings (final balance will be settled and withdrawn).
- Two-factor authentication (if available): Enable optional extra security for your login.
For advanced security concerns or if you suspect unauthorized access, contact our support team immediately. We can temporarily lock your account while we investigate.
Payments and transactions
Depositing via e-wallets (local payment, online payment, e-wallet, mobile banking, local payment) or online payment on arcana is straightforward:
- Log in to your arcana account.
- Go to "Deposit" or "Add funds".
- Select your e-wallet (e-wallet, mobile banking, or local payment).
- Enter the amount you wish to deposit.
- Confirm the transaction — you will be redirected to the e-wallet app or payment gateway.
- Authorize the payment in your e-wallet app.
- Once confirmed, your arcana balance updates instantly (or within a few minutes).
We do not charge deposit fees. However, your e-wallet provider may apply their own transfer costs. For users in Jakarta, Surabaya, Bandung, and Medan, e-wallet deposits are the fastest option. Direct bank transfer (online payment, e-wallet, mobile banking, local payment) typically takes up to one business day.
If a deposit or withdrawal does not complete on arcana, check the following:
- Deposit pending: Your e-wallet or bank may be processing the transfer. Check your e-wallet or bank app to confirm the debit. If money left your account but did not reach arcana, contact our support team with your transaction reference number — we can usually resolve this within a standard processing window.
- Withdrawal declined: We may decline a withdrawal if verification is incomplete, the account is flagged for review, or the withdrawal method is incorrect. We will send you an explanation email. Contact support if you need clarification.
- Technical error: If you see an error message during checkout, try again in a few minutes. If the error persists, screenshot it and contact support with the details.
Always save your transaction reference number or receipt. This helps our support team quickly locate and resolve the issue.
Games and markets
Our arcana platform spans multiple game and market categories:
- Football sportsbook: Liga 1 (Indonesia), Piala Indonesia, Piala AFF, Champions League, Premier League, and international tournaments. Markets include match winner, total goals, both teams to score, and Asian handicap.
- Live-dealer tables: Blackjack, roulette, baccarat, Dragon Tiger, and other card games with real dealers broadcast from multi-camera studios.
- Slot games: Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways, and other themed slots.
- Esports markets: Mobile Legends, Free Fire, PUBG Mobile, and other competitive esports titles.
- Other markets: Specialty markets may appear seasonally (e.g., during Idul Fitri, Idul Adha, or Imlek holidays).
All games are available via your single arcana account. Your balance transfers across all categories — no separate wallets needed.
Our arcana support team responds to inquiries within a standard response window:
- In-app live chat: We respond to live chat during business hours (typically within subject to verification).
- Email: We aim to reply within 24 business hours.
- Urgent account issues (e.g., suspected unauthorized access): Priority escalation — we investigate immediately.
We support inquiries in English and local languages. Response times may be longer during peak periods or holidays (e.g., around Piala AFF or Champions League fixtures). If you need immediate help, try live chat first. For non-urgent questions, email allows us to provide detailed, documented answers.
Promotions and account features
Our arcana weekly cashback offer (when available) provides a percentage refund on net losses during a calendar week. Here is how it works:
- Earn eligibility: Place stakes across eligible games during the week (usually Monday–Sunday).
- Calculate net loss: We calculate your net result (total stakes minus total winnings) for eligible markets.
- Receive cashback: If you have a net loss, we credit a percentage of that loss (exact percentage displayed with the offer) as a cashback bonus.
- Withdraw or play: Cashback credits can be withdrawn or used for further stakes (subject to any minimum play-through requirement).
Cashback terms vary and are clearly displayed when you claim the offer. Not all games or markets may be eligible — football sportsbook, slots, and live-dealer tables typically qualify, but check the terms. Bonuses expire if not used within a stated timeframe.