ceri FAQ
Our users ask us about account setup, KYC verification, deposits and withdrawals, game rules, live-dealer studio hours, payment methods including DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and bank transfers, as well as security and account recovery. We've compiled the questions we hear most often so you can find answers quickly.
This FAQ page addresses the most common topics: how to register, how to verify your account, how to make deposits and withdrawals, what games and markets we offer, and how we protect your data. If your question is not answered here, our support team is available via live chat, email, or in-app messaging in English and Indonesian.
For information about our legal status, jurisdictional restrictions, and your responsibilities as a user, see our Legal Notice. For full details on account terms, game rules, and withdrawal policies, refer to our Terms of Use. If you need immediate help with account recovery, payment issues, or verification delays, contact our support team—response times are typically under subject to verification for live chat.
- Account and registrationhow to start, KYC verification, password recovery, and multi-account policy
- Payments and transactionsdeposit and withdrawal via mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, and how long reviews take
- Games and marketsfootball betting on Liga 1 and Piala AFF, live-dealer tables, slots, and esports markets
- Security and dataaccount protection, KYC document requirements, and how we handle your information
We at ceri answer the most frequently asked questions below. Each answer is brief and direct. If you need more detail or have a question not listed here, reach out to our support team.
Account and registration
No. We at ceri enforce a one-account-per-user policy. If we detect multiple accounts registered to the same person, email, or payment method, we will suspend all linked accounts pending investigation. This protects both you and ceri by preventing fraud, collusion, and misuse of promotional offers. If you have lost access to your account and need to create a new one, contact our support team first—we can often recover your existing account. If you genuinely need a fresh start, we may authorize account closure and a new registration after verification.
Our KYC process requires two documents: a government-issued ID (passport, national ID card, or driver's license) and proof of residence (utility bill, bank statement, or rental agreement) dated within the last three months. Both documents must show your legal name and match the information on your ceri account. Upload clear, color scans or photos; blurry or cropped images may be rejected. We review documents within one business day. If your submission is declined, we'll notify you of the reason and allow resubmission. For users in Jakarta, Surabaya, Bandung, Medan, and Semarang, our support team can answer jurisdiction-specific questions about acceptable documents.
Payments and transactions
Withdrawal requests are reviewed within 24 hours of submission. After approval, the time to receive funds depends on your payment method: e-wallet, mobile banking, local payment, and online payment typically complete within 1–2 hours; bank transfers via e-wallet, mobile banking, local payment, and online payment usually arrive within 1–3 business days; e-wallet and mobile banking transfers are typically processed within 2 hours. Delays may occur during bank maintenance windows, public holidays (such as Idul Fitri or Idul Adha), or if your bank flags the transaction for review. Contact our support team if a withdrawal does not arrive within the expected window.
What happens if a transaction does not complete?
If a deposit fails, the funds should return to your payment method within 1–3 business days. If a withdrawal is declined (for example, if your payment method is inactive or your bank rejects the transfer), we'll notify you of the reason and return your balance to your ceri account. Contact our support team with your transaction ID; we can investigate the specific error and guide you through resubmission. Never attempt the same deposit or withdrawal multiple times in quick succession—this may trigger fraud alerts on both sides. If you continue to experience issues, our team can help you try an alternative payment method.
If a deposit fails, the funds should return to your payment method within 1–3 business days. If a withdrawal is declined (for example, if your payment method is inactive or your bank rejects the transfer), we'll notify you of the reason and return your balance to your ceri account. Contact our support team with your transaction ID; we can investigate the specific error and guide you through resubmission. Never attempt the same deposit or withdrawal multiple times in quick succession—this may trigger fraud alerts on both sides. If you continue to experience issues, our team can help you try an alternative payment method.
Games and markets
We at ceri offer markets on Liga 1, Piala Indonesia, Piala AFF, Champions League, Premier League, and international friendlies. We also cover MotoGP and select badminton tournaments. Markets include match result, over/under goals, both-teams-to-score, correct score, and first-goalscorer bets. Live betting is available during matches. For a complete list of upcoming fixtures and available markets, log in to your ceri account and browse the Sportsbook section. Market availability varies by region and date; some markets may be suspended during peak holiday periods like Idul Fitri or Imlek.
Free bets and free spins are promotional offers that appear in your account or via email once you meet the promotion criteria (such as depositing or playing on specific dates). Free bets can be used on eligible sportsbook markets and cannot be withdrawn directly—only the winnings are withdrawable. Free spins are credited to specific slot games (such as Sweet Bonanza or Aviator) and work the same way: winnings are withdrawable, the credit itself is not. Terms apply to all promotions, including minimum odds requirements, time limits, and eligible games. Check the Promotions section of your account or contact our support team for details on current offers.
Security and data
We at ceri protect your personal data using industry-standard encryption and secure servers. Your account information, payment details, and game history are stored confidentially and are not sold to third parties. We collect your data to verify your identity (KYC), process transactions, prevent fraud, and comply with anti-money-laundering regulations. We may be required by law to share your data with financial regulators, law enforcement, or government agencies. For full details on data retention, sharing, and your rights, see our Privacy Policy. You can request access to your data or request deletion by contacting our support team.
Our live chat support team is available daily in English and Indonesian. Response times are typically under subject to verification. If live chat is busy, you can email our support team or use the in-app messaging feature; email responses are usually sent within 24 hours. For urgent account recovery, payment issues, or KYC verification problems, live chat is the fastest option. You can also contact us during peak gaming periods around Liga 1 matches and major Piala AFF events when support demand is higher.