cuanhoki.com FAQ

Opening an account on cuanhoki.com takes four main steps. First, visit our site or app and tap "Open account." Enter your username, email, password, and mobile number, then agree to our Terms & Conditions. Second, we send a verification email to the address you provided—click the link to confirm your email. Third, upload a government-issued ID (KTP, passport, or driver's licence) and proof of address to complete KYC verification. Most verification requests are reviewed within minutes. Fourth, select a payment method (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, or bank VA) and make your first deposit. Once your deposit clears, your account is fully active and you can access all cuanhoki.com games.

We at cuanhoki.com require two documents for identity verification. First is a government-issued photo ID such as your KTP (Kartu Tanda Penduduk), passport, driver's licence, or national ID card. This document must be valid and clearly show your full name, date of birth, and ID number. Second is proof of address, such as a utility bill, bank statement, or rental agreement issued within the last three months and bearing your name and current address. If you live in Jakarta, Surabaya, Bandung, Medan, or Semarang, any local utility bill or official correspondence serves as proof. Both documents must be clear colour photographs or scans—blurry or partial images may be rejected and you will need to resubmit.

Your cuanhoki.com account settings are found in the app or web dashboard under "Account" or "Settings." You can update your email, phone number, password, and language preference at any time. We offer a temporary account pause feature—when activated, your account remains open but you cannot log in or place any activity for a period you specify (7 days, 30 days, or 90 days). This pause does not delete your account or your balance. If you wish to close your account permanently, contact our support team with a written request. We will verify your identity and process the closure, subject to any pending withdrawals or account holds. For specific questions about pausing or closing your account, email support or use the live chat in the cuanhoki.com app.

If a deposit or withdrawal does not complete, check your cuanhoki.com transaction history in the app under "Wallet" or "Transactions." Deposits via mobile banking, local payment, online payment, or e-wallet typically appear within seconds; if yours does not, the payment may have been declined by your e-wallet. Verify that your e-wallet account has sufficient balance and that you have not exceeded your daily transaction limit. Bank transfers via mobile banking or virtual accounts (local payment, online payment, e-wallet, mobile banking) may take several minutes depending on your bank. If a payment still shows as pending after subject to verification, contact support with your transaction ID (found in your cuanhoki.com transaction log). For withdrawals, we typically review requests within 24 hours during business days. If your withdrawal has not been processed after that time, reach out to support immediately to check the status.

We at cuanhoki.com process withdrawal requests subject to standard verification windows. When you request a withdrawal, your account balance is held and the request enters a review queue. Most withdrawals are reviewed and approved within 24 hours during business days. Once approved, the funds are sent to your chosen payment method—e-wallet transfers (local payment, online payment, e-wallet, mobile banking) typically arrive within minutes, while bank transfers (local payment, online payment, e-wallet, mobile banking, local payment) may take 1–3 business days depending on your bank's processing time. During high-volume periods (such as around Idul Fitri or Idul Adha) or on weekends, review times may extend. You can check your withdrawal status in your cuanhoki.com account under "Transactions" or "Wallet." If a withdrawal is marked "pending" after 24 hours, contact support to escalate.

Many slot games on cuanhoki.com (such as Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways) offer a demo or practice mode. You can access demo play by selecting a slot game from the cuanhoki.com menu and looking for a "Demo" or "Free Play" button. In demo mode, you receive virtual credits instead of real money—any wins or losses in demo mode do not affect your cuanhoki.com account balance. Demo mode is useful for learning how a game works, understanding its rules and features, before you play with real funds. Demo play ends when you close the game or select "Play for Real" to switch to your real account. Live-dealer games (blackjack, roulette, baccarat, Dragon Tiger) and sportsbook markets do not offer demo mode—you must fund your account first to participate in these.

We at cuanhoki.com may offer welcome bonuses or seasonal promotions to new or returning players. Bonus terms vary by offer, so check the details carefully before claiming. Typical conditions include a minimum deposit amount, a playthrough requirement (meaning you must stake your bonus a certain number of times before you can withdraw), and eligible game categories (some bonuses may apply only to slots or live-dealer games, not sportsbook). Bonuses are non-transferable and must be used within a specified timeframe—usually 7, 14, or 30 days depending on the offer. If a bonus expires, you lose access to any unused funds. Any wins from a bonus remain in your account after the playthrough is complete and may be withdrawn, subject to withdrawal minimums. For the exact terms of a current promotion, visit the cuanhoki.com Promotions page or contact support.

We at cuanhoki.com offer multiple support channels. The fastest way to reach us is via live chat within the cuanhoki.com app or website—look for the chat icon in the bottom right corner. Live chat is available during business hours and our team typically responds within minutes. If you prefer email, send your question to our support address (found in the cuanhoki.com app under "Help" or "Contact Us") with your username, account email, and a clear description of your issue. Include your transaction ID if your question relates to a specific payment or game activity. Support requests are reviewed in order of priority—account security issues are handled first, followed by payment problems, then general inquiries. You will receive an initial response via email within a few hours, and a full resolution typically follows within 24 hours. For urgent issues such as suspected unauthorized access, call our support line directly.

Account security on cuanhoki.com starts with a strong password—use at least eight characters combining uppercase letters, lowercase letters, numbers, and symbols. Never share your password with anyone, including cuanhoki.com staff or support. We at cuanhoki.com never ask for your password via email, live chat, or phone. Enable two-factor authentication (2FA) in your account settings—this adds a verification step when you log in from a new device. Two-factor authentication can use your registered mobile number via SMS or an authenticator app. Keep your mobile number and email address current in your cuanhoki.com profile so we can contact you if suspicious activity is detected. If you suspect unauthorized access to your account, change your password immediately and contact support. If you notice unfamiliar transactions, report them to support right away—we will investigate and may reverse unauthorized activity subject to our Terms & Conditions.