aloha FAQ

Users opening an aloha account ask questions across account setup, deposits and withdrawals, game rules, market coverage, security, and verification. This page answers the most common queries about how our platform works, how to use payment methods like DANA, e-wallet, mobile banking, and local payment, and how we protect your account.

This FAQ resolves practical questions about day-to-day use of aloha. If your question is not answered here, or if you need immediate help, contact our support team. For legal details about service availability, account eligibility, and jurisdiction restrictions, read our legal noticeFor the full terms governing your account, see our terms and conditions

We recommend reviewing the relevant topic section below before contacting support. Most questions about deposits, withdrawals, KYC verification, and password recovery are resolved here. If you encounter a technical issue or need account-specific help, our support team can assist within standard business hours.

  • Account and registrationhow to start, password recovery, KYC verification, two-factor authentication, and account security
  • Payments and transactionsdeposit and withdrawal via online payment, e-wallet, mobile banking, local payment, online payment, e-wallet, and direct bank transfer to mobile banking, local payment, online payment, e-wallet
  • Game rules and marketsfootball betting, live-dealer tables, slot mechanics, RTP, and esports markets
  • Security and complianceaccount protection, data handling, jurisdiction restrictions, and support contact

Our aloha loyalty tier programme rewards frequent users with points based on deposit and betting activity. Points accumulate as you use the platform and can be redeemed for account credits or other benefits. Higher tiers unlock additional rewards and exclusive features. Your tier status is calculated monthly based on your total activity. Tier levels are reset at the start of each calendar month. The programme is available to all verified account holders. Specific tier thresholds and reward rates are displayed in your account settings. Points do not expire if you maintain regular account activity.

KYC (Know Your Customer) verification requires a government-issued photo ID and proof of address. Accepted IDs are passport, national ID, or driver's licence. Proof of address can be a recent utility bill, bank statement, or rental agreement showing your name and address. Documents must be dated within the last 90 days for proof of address. Photos must be clear, legible, and unobstructed. We verify your documents within 24 hours of submission. If documents are rejected, we will explain why and ask for resubmission. Verification is required before you can make a withdrawal.

Payments and transactions

Deposits via local payment, online payment, or e-wallet are processed instantly on aloha. Log in to your account, go to the Deposit page, select your payment method, and enter the amount. You will be redirected to the payment provider's app or website to confirm the transaction. Once you approve the payment, your funds appear in your aloha account immediately. No additional fees are charged by our platform. Your bank or payment provider may apply a small service fee. Deposits are available 24 hours a day. If a deposit does not complete, check your payment app to confirm the transaction was sent, then contact our support team with your transaction reference number.

If a deposit or withdrawal does not complete, the transaction status will show as "pending" or "failed" in your account history. For failed deposits, funds are returned to your payment method within 2–5 business days, depending on your bank. For failed withdrawals, funds are credited back to your aloha account. Check your account transaction history for the status of any incomplete transaction. If the transaction shows as pending for more than 24 hours, contact our support team with your transaction reference and date. We will investigate and help resolve the issue. Do not attempt to resubmit the same transaction multiple times, as this may result in duplicate charges.

We accept deposits and withdrawals via mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, and direct bank transfers to online payment, e-wallet, mobile banking, and local payment. All methods are available in supported jurisdictions. Payment availability may vary depending on your region and local banking agreements. Some methods may have minimum deposit or withdrawal amounts. During public holidays such as Idul Fitri, Idul Adha, or Imlek, bank processing times may extend due to closures. Check the Payments page in your account for the full list of available methods and current limits.

Game rules and markets

RTP (Return to Player) is the percentage of wagers that a slot game pays back to players over a long period. For example, a slot with returns our welcome offer for every our welcome offer wagered, on average. RTP is a statistical measure, not a guarantee — individual sessions will vary. Each aloha slot game (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways) displays its RTP in the game information panel. Higher RTP games statistically favour players more, but do not guarantee wins. RTP is certified by independent auditors and verified as part of our regulatory compliance.

We offer sportsbook markets on Liga 1 Indonesia, Piala Indonesia, Piala AFF, Piala Asia, Champions League, Premier League, and other major tournaments. Market availability varies by competition and season. Football betting on aloha includes match odds, over/under, and handicap markets. Live betting is available during matches. All odds and markets settle according to official league records and verified match outcomes. Settlement rules are published before each market opens. Major tournaments such as Piala AFF and Champions League have extended market coverage during their seasons.

Live-dealer tables on aloha use real dealers streaming from professional studios. Tables include blackjack, roulette, baccarat, and Dragon Tiger. You see the dealer and game in real-time video and place bets via the aloha interface. Chat with the dealer and other players during the game. Game outcomes are determined by the physical card draw or wheel spin, broadcast live. Live-dealer tables operate during set hours. Minimum and maximum bet limits are displayed for each table. Settlement is immediate once the round completes.

Security and compliance

We encrypt all personal data (name, ID, payment details, transaction history) at rest and in transit using industry-standard encryption. Your data is stored on secure servers with access restricted to authorised personnel. We comply with data protection standards and anti-money-laundering regulations. We do not sell your data to third parties for marketing. Data may be shared with payment processors, compliance partners, and government authorities if required by law. You can request a copy of your data or request deletion under applicable privacy laws. For full details, see our privacy policy

Our support team handles inquiries in English. We respond to tickets within standard business hours. For urgent issues, email our support contact listed on the about us page. Response times vary based on ticket volume and complexity. For account-specific issues such as verification delays or transaction problems, include your account username and transaction reference. For general questions about service availability or compliance, refer to our legal notice

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