bcoin Casino & Sportsbook FAQ

Users ask us about account setup, payment methods, game rules, security, and how to resolve common issues. Our FAQ covers the topics we hear most often — from KYC verification and deposit flows to live-dealer table rules and withdrawal timelines. This page answers the questions that come up regularly, so you can find answers quickly without waiting for support.

This FAQ resolves most account and transaction questions. If your question isn't answered here, or if you need help with a specific issue, our support team is available to assist. We also recommend reading our Terms & Conditions and Legal Notice for detailed policy information — those pages cover jurisdiction restrictions, account eligibility, and data handling in full.

Browse the topics below to find what you're looking for. Each section groups related questions together, so you can jump to the area that matters to you. If you can't find an answer, contact our support team via email or in-app chat. We respond to all inquiries within a reasonable timeframe.

Find answers to the most common questions about opening an account, depositing and withdrawing funds, playing games on bcoin, and keeping your account secure.

Account and registration

KYC verification requires a valid government-issued ID (passport, national ID, or driver's license) and proof of address (utility bill, bank statement, or rental agreement dated within the last three months). We also verify your mobile number and email address during account setup. If you're opening an account in Jakarta, Surabaya, Bandung, Medan, or Semarang, the same documents apply. Upload clear, legible copies of both documents. Our verification team reviews submissions within a reasonable timeframe. If your documents are unclear or incomplete, we'll ask you to resubmit. Once verified, you can deposit and withdraw without further delays.

Click the "Forgot your password?" link on the login page. Enter your email address or username. We'll send a password-reset link to your registered email. Click the link and follow the instructions to create a new password. The reset link expires after a set period, so act quickly. If you don't receive the email, check your spam folder or contact our support team. For security, we never send passwords via email — only reset links. Once you've reset your password, sign in with your new credentials. If you can't access your email, contact support and we'll help verify your identity before resetting your password.

If you suspect unauthorized access or notice unusual activity on your account, change your password immediately and enable two-factor authentication in your account settings. Contact our support team right away with details of the suspicious activity. We'll review your account and help secure it. If funds were withdrawn without your authorization, report it to support immediately — we'll investigate and take appropriate action. Never share your password or two-factor authentication codes with anyone, including bcoin staff. Our team will never ask for your password. If you receive a suspicious email claiming to be from bcoin, forward it to support and do not click any links.

Payments and transactions

bcoin does not charge deposit or withdrawal fees. The amount you transfer is the amount that appears in your account (or the amount you receive on withdrawal). Your bank or payment provider may charge their own fees for sending or receiving funds — those fees are set by your bank, not by us. We accept deposits via QRIS, e-wallet, mobile banking, local payment, online payment, e-wallet, and direct bank transfers from mobile banking, local payment, online payment, and e-wallet. All transactions are in Indonesian Rupiah (IDR). If you're unsure about your bank's fees, contact your bank directly. We're transparent about our fees — we don't charge any.

If a deposit doesn't complete, the funds are returned to your payment method within a few business days. Check your bank or payment app to confirm the refund. If a withdrawal doesn't complete, the funds are returned to your bcoin account balance. Contact our support team with your transaction ID and we'll investigate. Incomplete transactions usually happen due to network issues, incorrect account details, or payment-provider delays. Always verify your withdrawal destination before confirming. If you've entered the wrong account number, contact support immediately — we may be able to help recover the funds, but we can't guarantee it. For future transactions, double-check all details before submitting.

Game rules and markets

bcoin covers Liga 1, Piala Indonesia, Piala AFF, Champions League, Premier League, and other major football tournaments. We also offer markets on MotoGP and badminton. Our sportsbook updates odds regularly throughout the season. During major tournaments like Idul Fitri and Idul Adha, we often add special markets and promotions. Live-dealer tables include blackjack, roulette, baccarat, and Dragon Tiger with HD multi-camera streams. Slot games include Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. Esports markets cover Mobile Legends, Free Fire, and PUBG Mobile. Check our Popular Games section for the full list of available markets and games.

Our loyalty programme rewards active players with points on every deposit and bet. Points accumulate as you play and can be redeemed for bonuses or account credits. Higher tiers unlock better rewards and exclusive perks. Your tier status is based on your activity over a rolling period. As you earn more points, you move up tiers and unlock better benefits. The programme is designed to reward consistent, long-term players. Check your account dashboard to see your current tier, points balance, and available rewards. Tier benefits vary — higher tiers may include faster withdrawals, dedicated support, or exclusive game access. Points do not expire as long as your account remains active.

Security and support

Our support team is available via in-app chat, email, and phone. In-app chat is the fastest way to reach us — responses are typically quick during business hours. Email support is available 24/7; we respond within a reasonable timeframe. Phone support is available during standard hours. All support channels are staffed by our team, and we speak English and Indonesian. When you contact support, have your account username and transaction ID ready if your question is about a specific transaction. We take all inquiries seriously and aim to resolve issues fairly and quickly. If you're not satisfied with a response, you can escalate your complaint to our management team.

bcoin uses industry-standard encryption to protect your data during transmission and at rest. We require KYC verification before you can deposit or withdraw, which protects both you and us. Two-factor authentication (2FA) adds an extra security layer — enable it in your account settings. We monitor accounts for suspicious activity and will alert you if we detect anything unusual. Your password should be strong and unique — never reuse passwords from other sites. We never ask for your password or 2FA codes via email or chat. If you receive a message asking for sensitive information, it's not from us. Review your account activity regularly and report any unauthorized transactions immediately.
↑