cawan Account & Payment FAQ
Users on cawan ask questions across several topics: how to open and verify an account, which payment methods we accept, how withdrawal works, what the rules are for football betting and live-dealer tables, how slot RTP is calculated, and whether cawan operates in their jurisdiction. This page answers the most common questions we receive.
Our FAQ covers account basics, payment options, game rules, security practices, and service availability. If you cannot find your answer here, our support team is available through in-app chat, email, or phone. For legal matters—including jurisdiction eligibility, account suspension, or formal disputes—please read our Legal Notice and Terms of Use
This page is updated regularly as new questions arise. We recommend reading it before contacting support, as many queries are answered here. If you need help with account recovery, two-factor authentication, or security concerns, contact support directly; do not wait for a FAQ update.
Topics covered in this FAQ
- Account and registrationhow to open an account, KYC verification steps, password recovery, and eligibility rules
- Payments and transactionsdeposit and withdrawal methods including DANA, e-wallet, mobile banking, local payment, online payment, and bank transfers (e-wallet, mobile banking, local payment, online payment)
- Game rules and marketshow football betting works, live-dealer table rules, slot RTP, and esports settlement
- Security and supportaccount protection, data handling, response times, and jurisdiction restrictions
cawan services are available only in jurisdictions where online gaming is legal under local law. We operate across parts of Southeast Asia, including regions around Jakarta, Surabaya, Bandung, and Medan, subject to local regulations. If your region prohibits online sportsbooks or gaming, you will see a restricted-access message when you visit cawan. We use geolocation and user-reported information to enforce jurisdiction boundaries. Access availability may change as local laws evolve. Users are responsible for verifying that cawan is legal to use in their jurisdiction before opening an account.
Your account data on cawan—including username, email, phone, password hash, payment methods, and account activity—is stored on encrypted servers and protected by access controls. We collect data only for account verification, payment processing, and regulatory compliance. We comply with anti-money-laundering (AML) and know-your-customer (KYC) rules in all jurisdictions where we operate. We do not sell your data to third parties. For details, read our Privacy PolicyIf you have concerns about how your data is handled, contact our support team or our data-protection officer via in-app support.
Our support team responds to in-app chat messages during business hours (typically within 2–4 hours). Email inquiries receive a reply within 24 hours. Urgent issues—account security breaches, unauthorized transactions, or account lockouts—are prioritized and may receive faster response. For legal or formal complaints, our management team responds within 14 days. Response times may be longer during holidays like Idul Fitri and Idul Adha. For time-sensitive issues, use in-app chat rather than email to reach us faster.
Payments and transactions
Deposit minimums and maximums vary by payment method. Most e-wallet options (DANA, e-wallet, mobile banking, local payment, online payment) have minimums around our welcome offer and maximums up to our welcome offer per transaction, subject to your payment provider's limits. e-wallet transfers and bank transfers (mobile banking, local payment, online payment, e-wallet) typically have higher transaction limits. Your cawan account may also have cumulative daily or monthly deposit caps depending on your verification status. Check the deposit screen in your account for your exact limits. Contact support if you believe your limits are too low for your needs; higher limits may be granted after additional verification.
Yes. We support direct bank transfers from mobile banking, local payment, online payment, and e-wallet to our assigned virtual account numbers. When you select bank transfer at deposit, you will receive a unique virtual account number tied to your cawan account. Transfer the amount you wish to deposit from your bank account to that virtual account. Most bank transfers clear within 1–2 hours on weekdays and may take longer on weekends or holidays. Keep your virtual account number safe; use the same number for all deposits. If you accidentally transfer to the wrong account, contact our support team immediately with your transaction receipt.
Our weekly cashback offer returns a percentage of net losses (losses minus wins) from specific game categories during a calendar week (Monday–Sunday). Eligibility is based on your account status and previous activity. Cashback is credited automatically on Monday morning if you qualify. The cashback percentage and qualifying game categories may vary; check your account's promotions section for the current offer. Cashback credits are subject to withdrawal terms—typically a turnover requirement before you can withdraw. Cashback is promotional credit, not a guarantee; terms apply and may change. Detailed terms are in your account's promotions section; contact support if you have questions about a specific cashback transaction.
Game rules and markets
RTP stands for Return to Player. It is the percentage of money wagered on a slot game that the game returns to players over time. For example, a slot with returns our welcome offer for every our welcome offer wagered on average over a large number of spins. RTP is a long-term statistical measure, not a guarantee on any single session. Popular slots on cawan like Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways each have their own RTP, which you can find in the game's information screen. Higher RTP does not mean faster wins; it is a measure of fairness. All our slots are certified by third-party auditors to ensure RTP accuracy.
Football bets on cawan are settled according to the official match result from the competition organizer. For Liga 1 and Piala AFF matches, we use official scores and timings. Standard settlement rules apply: a match is considered complete after subject to verification plus injury time. If a match is abandoned before the 90-minute mark, bets on that match are void and stakes are refunded. Extra time and penalty shootouts count toward the final result. If the league or governing body changes a result (rare), we follow the official decision. In case of a dispute about settlement, contact our support team within 30 days with your bet ticket; we will investigate and respond within 14 days.
Our live-dealer tables (blackjack, roulette, baccarat, Dragon Tiger) are operated by certified studios with real dealers and multi-camera setups. Each game has standard rules displayed before play. Blackjack follows standard rules: dealer hits on 16, stands on 17. Roulette uses a physical wheel; bets close before each spin. Baccarat uses standard shoe rules. Dragon Tiger is a rapid two-card comparison game. All games are conducted transparently on camera. Results are final once the dealer calls them. If you experience a technical glitch during play, contact support immediately with your session ID; we will investigate and credit your account if warranted. Live-dealer games operate during set hours; check your account's schedule.
Security and support
We recommend several security practices: use a strong, unique password (at least 8 characters with uppercase, lowercase, numbers, and symbols); enable two-factor authentication (2FA) in your account settings; do not share your password with anyone; do not use cawan on public or shared computers; check your account activity regularly for suspicious logins; log out after each session. If you suspect unauthorized access, change your password immediately and contact support. If your account has been compromised, we may temporarily freeze it while we investigate. Enable 2FA now in your account settings—it is the single best way to prevent unauthorized access to your cawan account.
Click "Forgot your password?" on the login screen. Enter the email address associated with your cawan account. We will send a password-reset link to that email. Click the link and follow the on-screen instructions to create a new password. The reset link expires after 24 hours for security. If you do not receive the email, check your spam folder or contact support. If you no longer have access to the email address on your account, or if you believe your account has been compromised, contact our support team immediately with proof of identity (a government-issued ID photo). We will help you regain access after verification.