cuan Casino & Sportsbook FAQ
Users of our cuan platform ask many questions about account setup, deposit and withdrawal methods, game categories, security practices, and how we handle data. This FAQ addresses the most common topics so you can understand our process and get answers quickly without waiting for support contact.
We at cuan aim to provide clear, factual answers to your questions so you know exactly what to expect when you open an account, verify your identity, fund your balance, and start using our sportsbook and live-dealer offerings. Below you will find detailed responses to questions about registration, payments, game rules, security, and account management.
This page covers the core FAQ topics. For detailed policy information, review our full terms and conditions page or our privacy policyIf you cannot find your answer here, our support team in your Account Settings is ready to help. For questions about jurisdiction-restricted access or legal obligations, consult our legal notice
Topics covered in this FAQ
- Account and registrationhow to start, KYC verification, password recovery
- Payments and transactionsdeposit and withdrawal via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking
- Game categories and rulesfootball betting, live-dealer tables, slots, esports markets
- Security and dataaccount protection, privacy, data requests, jurisdiction notice
We require two documents for KYC: a government-issued ID (e.g. Indonesian KTP, passport, or driver's license) and proof of address (e.g. recent utility bill, bank statement, or official residence letter). Both documents must be clear, legible, and valid. Upload them via the KYC section in your Account Settings. Our team verifies documents within one to two business days. If a document is rejected, the system will ask you to resubmit with better image quality or a different document. KYC verification is required before you can withdraw funds from your cuan account.
If a deposit does not complete, the funds remain with your bank or wallet provider — they do not reach your cuan balance. Contact your bank or payment provider to confirm the transaction status. We recommend checking your payment method's transaction history first. If the transaction appears failed on your bank's end but your balance was not credited, contact our support team with your payment reference number. For withdrawals, if the transfer fails, funds are returned to your cuan account within one to three business days. We do not charge fees for failed transactions.
Payments and transactions
Yes. We support deposits and withdrawals via virtual account transfers from online payment, e-wallet, mobile banking, and local payment. During checkout, select "Bank Transfer" and choose your bank. We will generate a unique virtual account number that you use to transfer funds via your bank's app or online portal. Virtual account transfers process within one to three business days. We also support online payment, e-wallet, mobile banking, local payment, online payment, and e-wallet for faster mobile wallet deposits. Withdrawal methods depend on your original deposit method — if you deposited via mobile banking virtual account, withdrawals return to that same account.
During deposit checkout, look for a "Promotion Code" or "Bonus Code" field. Enter your code and complete the deposit. The code is applied after payment confirms. If a code is not working, check that it has not expired and that it applies to your deposit amount. Promotion codes are subject to terms — each code specifies eligible games, wagering requirements, and any maximum cashout. Contact our support team if a code you believe is valid is rejected.
Games and betting
We at cuan offer four main game categories. Our sportsbook covers football — Liga 1, Piala Indonesia, Piala AFF, Champions League, Premier League — plus badminton, MotoGP, and other sports. Our live-dealer section features blackjack, roulette, baccarat, and Dragon Tiger streamed from our studios with real dealers. Our slot library includes Mahjong Ways, Aviator, Sweet Bonanza, Gates of Olympus, and Fortune Tiger. We also offer esports betting on Mobile Legends, Free Fire, and PUBG Mobile. Each game category has its own rules and odds. Read the game details before placing your first wager.
Account management and data
To request deletion of your personal data, contact our support team through your Account Settings with a written request. Include your username and email address. We will review your request and respond within five business days. Please note that we must retain certain data for legal and regulatory compliance — for example, transaction history for tax purposes and KYC records for anti-fraud. We will delete data that is not required by law, such as marketing preferences and optional profile information. Account closure does not automatically delete your data; you must submit a separate deletion request.
Our cuan support team aims to respond to account queries, payment issues, and technical problems within five business days. During high-volume periods such as major sporting events (Liga 1 finals, Champions League knockouts) or holidays (Idul Adha, Imlek), responses may take longer. You can check the status of your query in your Account Settings under "Support Tickets." For urgent account issues such as suspected fraud or unauthorized access, contact support immediately and mark your query as urgent. We prioritize security concerns.