filabolaFrequently Asked Questions

Users ask us about account setup, payment methods, game mechanics, loyalty tiers, and support channels. We hear questions about password recovery, KYC verification, bank transfer options, RTP disclosure, and how to contact our team during peak periods like Liga 1 match days or around Idul Fitri holidays. This page answers the most common queries with concrete steps and timing windows.

This FAQ resolves straightforward questions about how filabola works—account registration, deposit and withdrawal flows, game rules, and account management. For detailed legal information about jurisdiction eligibility, data handling, or terms and conditions, refer to our full Terms of Use and Privacy Policy. For urgent account issues or verification problems, skip the FAQ and contact our support team directly.

Read each answer in full; many contain step-by-step details or timing expectations. If your question involves account security, failed transactions, or KYC delays, use the email or live-chat contact details in the "Support" section below rather than waiting for a FAQ response. Our multilingual support team responds during business hours, with faster replies to payment and account-access issues.

Account and registration

During registration, you provide your full name, email address, mobile phone number, date of birth, and residential address. You also create a username and password. After initial registration, we ask you to verify your email and phone number via one-time codes. During account verification, you upload a government-issued ID—passport, national ID card, or driver's license—and proof of address such as a utility bill or bank statement. Verification typically completes within one business day. If documents are unclear or incomplete, our KYC team requests resubmission by email, giving you five business days to provide corrected files. Users in Jakarta, Surabaya, and other major cities follow the same verification process.

On the login page, select "Forgot your password?" and enter your email address or username. We send a password-reset link to your registered email within two minutes. The link remains valid for 24 hours. Click the link and enter a new password—it must be at least 8 characters, include uppercase and lowercase letters, and contain at least one number. Confirm your new password and log in immediately. If you do not receive the reset email, check your spam folder or wait five minutes and request a new link. If you cannot access the email address associated with your account, contact our support team via live chat or email to verify your identity and update your recovery email address.

To request deletion of your personal data, email our support team at [email protected] with the subject line "Data Deletion Request." Include your full name, username, registered email, and a brief reason for the request. We acknowledge your request within five business days and inform you of any retention requirements under applicable law. Some data—transaction history, KYC records, and betting history—may be retained for regulatory and fraud-prevention purposes for up to five years after account closure. After the retention period, your personal data is deleted unless you have an open dispute or withdrawal pending. We do not delete account data while funds remain in your account or if active bets are unsettled.

Our loyalty programme awards tier points for every bet settled—one point per thousand rupiah wagered on sports, live-dealer tables, slots, and esports. Points accumulate monthly and reset on the first day of each calendar month. Bronze tier requires 5,000 points monthly; Silver requires 15,000; Gold requires 40,000; and Platinum requires 100,000. Each tier unlocks cashback rates (Bronze non-specific info, Silver non-specific info, Gold non-specific info, Platinum non-specific info), higher withdrawal limits, and priority support. Tier bonuses are credited as cashback on the 5th of each month to your account balance. Tiers do not carry forward; you must reach the monthly threshold to maintain your tier. If you drop below a tier's point requirement, you revert to the lower tier the following month.

Payments and transactions

In the Deposit section, select online payment, e-wallet, or mobile banking. Enter your deposit amount and the mobile number registered with that wallet. You are redirected to the payment app on your phone or mobile browser. Confirm the transaction in your wallet app using your PIN or biometric authentication. After confirmation, the deposit returns to filabola and reflects in your account within 30 seconds to two minutes. The entire process takes under five minutes. local payment, online payment, and e-wallet deposits carry no additional fees on filabola's side, though your wallet provider may apply processing fees. If the deposit fails mid-transaction, your wallet balance is not deducted, and you can retry immediately. All three methods are available 24 hours, seven days a week, including Idul Fitri and other public holidays.

Yes, filabola accepts bank transfers from mobile banking, local payment, online payment, and e-wallet via our virtual account system. In the Deposit section, select "Bank Transfer" and choose your bank. We generate a unique virtual account number linked to your filabola account. Transfer the deposit amount from your bank account to this virtual account using your mobile or internet banking. The transfer typically settles within subject to verification during business hours (Monday–Friday, 08:00–17:00 WIB) and within two hours during evenings and weekends. On public holidays such as Idul Fitri, settlement may take up to four hours. Your virtual account number remains active for seven days; after that, a new number is generated. Keep your virtual account number private and verify it matches our invoice before transferring. Transfers under our welcome offer are rejected by the bank; the minimum deposit is our welcome offer.

In the Withdraw section, select your preferred method—mobile banking, local payment, online payment, e-wallet, mobile banking, or bank transfer. Enter the withdrawal amount and confirm. For wallet withdrawals, the transfer processes within 30 seconds to five minutes. For bank transfers, processing begins within one hour and settles in your account within two to four business hours depending on your bank. Minimum withdrawal is our welcome offer. Your account must be fully verified (ID and address documents approved) before any withdrawal is allowed. Withdrawals are processed in the order received; high-volume periods such as sports playoffs or league finals may cause slight delays. If a withdrawal fails due to incorrect account details, the amount is returned to your filabola balance and you can retry with corrected information. Check your withdrawal history in Account Settings to track all pending and completed transactions.

Withdrawals are typically pending for one of three reasons: your account has open unsettled bets; you have not met the wagering requirement linked to a recent bonus; or our fraud-detection system has flagged the request for manual review. If you have active bets, they must settle before your withdrawal processes. If a bonus is active, you must wager the bonus amount plus deposit at least once before withdrawing. Wagering requirements are displayed in the Bonuses section of your account. If your withdrawal was flagged for manual review, our Risk team reviews it within 24 hours during business days; this is routine for large withdrawals or accounts with unusual activity. You can check the withdrawal status in your Account Settings under "Withdrawal History." If a withdrawal remains pending for more than 48 hours, contact support with your withdrawal reference number.

Games and betting

RTP stands for Return to Player and represents the long-term theoretical percentage of wagered money that a slot game returns to players over thousands of spins. For example, a slot with returns our welcome offer for every our welcome offer wagered on average, over a very long play cycle. RTP does not predict short-term outcomes or guarantee results on individual spins. Each spin is determined by a certified random number generator, so you may win or lose more than the RTP over a short session. filabola displays RTP for each game in its details panel—select the game and tap "Information" or "Rules." Games like Sweet Bonanza, Gates of Olympus, and Mahjong Ways have RTPs ranging from non-specific info to non-specific info. Higher RTP does not mean higher win probability; it is one factor among game volatility (how much prizes vary) and your stake size. Always wager an amount you can afford to lose.

In the Sports section, select Football and browse upcoming matches from Liga 1, Piala AFF, Champions League, or Premier League. Select a match and choose a market—Match Result (home / draw / away), Total Goals, Asian Handicap, or Both Teams to Score. Each market shows available odds. Enter your stake amount and the odds update the potential payout. Review your bet slip and select "Place Bet." Your bet is confirmed immediately. Once the match ends, results settle automatically—winning bets credit your account within five minutes. Liga 1 matches during weekends typically settle by 23:00 WIB the same day. For midweek matches or international tournaments, settlement occurs within subject to verification of full-time. You can track all active and settled bets in your Betting History. If you wish to cancel a bet before the match starts, select it from your pending bets and choose "Cancel"—your stake is returned immediately.

In the Live-Dealer section, browse available tables—Blackjack, Roulette, Baccarat, Dragon Tiger, or multi-camera studios. Tables display the dealer name, current players, stake range, and a live video feed. Select a table and select "Join." The video stream loads within three to eight seconds on standard 4G; on slower connections (3G), allow up to 15 seconds. You are assigned a seat and the game continues with the current round. You can place bets once a round ends and the next betting phase begins. All table activity is shown in real-time; your account balance updates instantly after each bet settles. To leave, select "Exit Table." You may rejoin at any time. If your connection drops mid-game, rejoin within 60 seconds to recover your seat; after 60 seconds, your seat is released. filabola's live tables operate 24 hours daily, including weekends and public holidays.

Security and support

Email our support team at [email protected] with your query, username, and a description of the issue. For urgent account or payment problems, include "URGENT" in the subject line. Our multilingual team responds in English and Indonesian within 24 hours on business days (Monday–Friday, 08:00–17:00 WIB). During evenings, weekends, and public holidays such as Idul Fitri or Nyepi, response time extends to 48 hours. For faster responses to payment and account-access issues, use our live-chat feature in the app or website—support staff monitor live chat continuously and respond within five minutes during business hours. Email is best for non-urgent documentation requests, data deletion inquiries, or complaints. Always provide your full name, account username, and a reference number if you have received one from a prior support interaction.

Your account may be locked for one of several reasons: too many failed login attempts (locked for subject to verification as a security measure); incomplete KYC verification (pending ID or address documents); or a triggered fraud alert. If locked due to failed logins, wait subject to verification and try again. If locked due to incomplete verification, upload any missing documents in the Account Settings under "Verification." If an alert was triggered, you will receive an email explaining the reason and the steps to unlock. Most alerts resolve within 24 hours once you provide additional information or confirm your recent activity. Do not attempt to bypass the lock or create new accounts. Contact support via live chat or email with your username and the lock reason to expedite review. Our Risk team investigates alerts and typically lifts locks within two business hours if you cooperate fully.

filabola operates in supported jurisdictions only, where local law permits online gaming. We enforce SSL 256-bit encryption on all data transmission, store account credentials in hashed and salted format, and do not retain unencrypted payment details on our servers. Payment data is tokenised and processed through certified payment gateways. Your account is protected by login verification and optional two-factor authentication via email or SMS. Betting data, account balances, and transaction history are stored on secure, regularly audited servers. We conduct monthly security audits and promptly patch any identified vulnerabilities. Your personal data is handled according to our Privacy Policy and applicable data-protection regulations. Do not share your password, account details, or one-time codes with anyone, including filabola staff. We never ask for your password via email or live chat. If you suspect unauthorised access, change your password immediately and contact support.
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