sibola Account & Payment FAQ

To reset your password, go to the sibola login page and click "Forgot your password?" Enter your email address or registered phone number, and we send a password-reset link to your email. Click the link within 1 hour to create a new password. If you do not receive the email, check your spam folder or wait subject to verification and try again. If the reset link expires, you can request a new one. Once you set your new password, log in with your username and the updated credentials. If you cannot access your registered email or phone number, contact our support team with proof of account ownership (such as a recent withdrawal confirmation or account statement). We recommend enabling two-factor authentication (2FA) in your account settings after resetting your password—this adds an extra security layer for future logins.

Deposits via local payment, online payment, or e-wallet on sibola take subject to verification. Go to your account dashboard, select "Deposit," and choose your payment method. You are redirected to the app or web interface of mobile banking, local payment, or online payment, where you confirm the transfer amount and your account details. Once confirmed, the funds appear in your sibola account instantly. We do not charge deposit fees—e-wallet, mobile banking, and local payment process the transfer directly. If your deposit does not arrive within subject to verification, log out and back in to refresh your balance. If the issue persists, contact support with your transaction ID from your payment app. We also accept online payment, e-wallet, mobile banking, and direct bank transfer from local payment, online payment, e-wallet, and mobile banking. Bank transfers may take 1–2 hours depending on your bank. All deposits are recorded on your sibola account statement for record-keeping.

Live-dealer tables and slots are two distinct game categories on sibola. Live-dealer games—such as blackjack, roulette, baccarat, and Dragon Tiger—feature a real human dealer broadcasting from a multi-camera studio. You place bets, the dealer interacts with you via chat or video, and outcomes are determined live in real time. Slots are automated, single-player games like Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. In slots, you spin reels on your own schedule, outcomes are generated by the game algorithm, and there is no dealer or other player involvement. Live-dealer tables require an active internet connection because you are watching and interacting with a live stream. Slots work offline (after initial load) and on slower connections because there is no video component. Both categories contribute to your account balance in the same way—winnings and losses are added or deducted from your account immediately.

Bonus offers on sibola vary depending on your account status and the promotion period. New-customer welcome offers typically match a portion of your first deposit, subject to terms and conditions. Any bonus has a playthrough requirement—this means you must wager the bonus amount (sometimes plus the deposit) a certain number of times before you can withdraw it. Playthrough requirements, expiry dates, and eligible games are detailed in the promotion terms when you claim a bonus. We recommend reading the full terms before accepting any offer. Some bonuses apply only to specific games, such as slots or live-dealer tables, while others cover your entire account. Bonuses cannot be withdrawn as cash; they become part of your balance and can only be converted to withdrawable funds by meeting playthrough conditions. If you have questions about a specific bonus, contact our support team—we explain the conditions clearly.

Withdrawal requests on sibola are reviewed subject to verification windows. Typically, a withdrawal to your bank account (local payment, online payment, e-wallet, mobile banking) takes 1–3 business days from the time you submit the request. Withdrawals to local payment, online payment, or e-wallet may clear faster, often within hours, depending on those services' processing times. Our review process includes verifying your account details, checking that your withdrawal amount complies with any bonus conditions, and confirming your identity. During high-volume periods (such as around Idul Fitri or major Liga 1 finals), withdrawals may take slightly longer. We do not process withdrawals on weekends or public holidays; requests submitted on Friday evening are reviewed the following Monday. Once your withdrawal is approved, we send a confirmation email and the funds move to your chosen payment method. If your withdrawal is delayed beyond the typical window, check your email for any requests for additional information. You can contact support with your withdrawal ID to inquire about status.

No. sibola allows one account per person. Holding multiple accounts violates our terms of service and can result in account suspension and forfeiture of funds. We detect duplicate accounts during KYC verification—if two accounts are linked to the same email, phone number, identity document, or payment method, we close all but one. If you have forgotten your password or cannot access your existing account, use the password-reset feature or contact support rather than creating a new account. If you accidentally created a duplicate account, inform our support team immediately; we may be able to consolidate your balances if you provide proof of account ownership for both accounts. Keeping only one account ensures your funds are safe, your withdrawal history is clear, and you comply with local gaming regulations.

To request deletion of your personal data, contact our support team via email or in-app chat and state your request clearly. You must include your account username and email address. Our team will verify your identity—you may be asked to provide proof, such as a recent account statement or confirmation of a recent transaction. Once verified, we initiate the deletion process. Note that we retain transaction history and KYC documents as required by law for a defined retention period, even after account closure. Personal data such as your name, phone number, and payment details are deleted or anonymised once the retention window expires. You can request a copy of your data before deletion; this report is provided in a standard format. Deletion typically takes 30 days from the date your request is verified. If you have an outstanding withdrawal or dispute, we may delay deletion until those matters are resolved.

To open a support ticket on sibola, log into your account and navigate to "Help" or "Support" in the menu. You can start a live chat with an available agent or submit a ticket form with your question or issue. In the form, include your username, a clear description of your problem, and any relevant details (such as a transaction ID, game name, or error message). Support agents respond during business hours in English and Indonesian. For urgent issues such as account lockouts or suspicious activity, mention this in your message so we prioritise your ticket. You can also reach support via email; include your account username and a detailed description. Response times vary—simple questions are typically answered within 1 hour, while complex issues may take up to 24 hours. Once a ticket is open, you receive a ticket number via email; use this number to track your case. During holidays such as Idul Adha or Imlek, response times may be longer due to reduced staff availability.