kompas138 Account & Payment FAQ

KYC (Know Your Customer) verification on kompas138 requires two documents. First, upload a clear, front-facing photo of a government-issued ID — a national identity card, passport, or driver's license. Second, take a selfie of yourself holding the ID next to your face. Both images must be in colour, well-lit, and show all corners of your ID card. We use these documents to confirm your identity before you can deposit or withdraw funds. Verification typically completes within one business day. If your submission is rejected, we will notify you through your account dashboard with instructions on resubmission. Users across Jakarta, Surabaya, Bandung, Medan, and Semarang follow the same KYC process.

If you forget your kompas138 password, click "Forgot password?" on the login page. Enter your registered email address, and we will send a password reset link to your inbox. Click the link within the email to set a new password. If you do not receive the email within a few minutes, check your spam folder. If you no longer have access to your registered email, contact our support team through the Help Center. We will verify your identity using information from your KYC documents before issuing a new password. Keep your new password secure and never share it with anyone, including kompas138 staff.

Withdrawal requests on kompas138 enter a standard review queue. Approval typically takes one to two business days, but may be longer during peak periods such as Idul Fitri or Idul Adha. Once approved, funds are transferred to your selected payment method — DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, or e-wallet — and settlement times depend on the bank or e-wallet. Most transfers complete within one additional business day after approval. You can track your withdrawal status in your account dashboard. If your request has been pending longer than expected, open a support ticket with your transaction ID and we will investigate.

If a deposit or withdrawal does not go through, check your account dashboard for a failure message. Common causes include insufficient funds, incorrect bank details, or a temporary network error. For deposits via mobile banking, local payment, online payment, or e-wallet, retry the transaction or use a different payment method. For bank transfers to mobile banking, local payment, online payment, or e-wallet accounts, confirm that your account number is correct and that your bank has not flagged the transaction as suspicious. If your funds were deducted but the transaction appears incomplete, contact support with your payment reference number. We will trace the transaction and either reprocess it or refund the amount to your original payment method.

Live-dealer tables on kompas138 feature a real person — a croupier or dealer — running the game from a multi-camera studio. You play blackjack, roulette, baccarat, or Dragon Tiger against a live dealer and other players, and you see the action unfold in real time. Slots are automated digital games — Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways — where you spin a reel and the outcome is determined by the game's internal algorithm. Live-dealer games emphasize interaction and transparency; slots emphasize speed and scheduled tournaments. Both are available on kompas138, and you can switch between them in the same account.

Free spins are complimentary rounds on certain slot games that we award as part of promotional campaigns or scheduled events. Free bets are complimentary wagers on live-dealer tables or football markets. When you receive free spins or free bets, they appear in your account under "Bonuses" or "Promotions." You can use them within the promotion's timeframe — usually seven to thirty days. Terms attached to each promotion specify which games or markets the free spins or bets are valid for. Free spins on Mahjong Ways, for example, may have different rules than free spins on Aviator. Read the promotion details before claiming to understand any wagering requirements or game restrictions.

kompas138 encrypts your account data in transit and at rest using industry-standard TLS encryption. Your login credentials, payment details, and KYC documents are stored on secure servers with restricted access. We do not sell, rent, or share your personal information with third parties except as required by law or to process your withdrawals through your chosen payment method. Your account is tied to your registered email and phone number — keep these details current so you can verify your identity if needed. For full details on data handling, privacy, and retention, read our Privacy Policy

To open a support ticket on kompas138, log into your account and navigate to the Help Center or Support section. Click "Open a ticket" and select your issue category — account access, payment problem, game question, or technical issue. Describe your problem clearly, including any relevant transaction IDs or timestamps. Our support team will review your ticket and respond with next steps. Response times depend on ticket volume, but we aim to acknowledge all submissions within one business day. For urgent account access issues, you can also contact support directly through the Help Center contact form with your registered email address.