vava Account & Payment FAQ

Opening a vava account takes three steps: registration, email verification, and identity verification. First, visit vava.bet or open the vava mobile app, tap "Create account," and enter your username, email address, password, and phone number. Next, we send a verification link to your email—click it to confirm your address. Once confirmed, upload a photo of your identity card (KTP, passport, or driver's licence) and a selfie. Our identity-verification system typically processes these documents within minutes. After verification completes, you can deposit funds via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, or bank transfer, and access all game categories. Your account remains active until you request closure, which we process within one standard business day.

We at vava require two documents for identity verification: a government-issued identity card (KTP, passport, driver's licence, or national identity card) and a selfie taken with your phone camera. Your identity card must be in colour, clearly readable, and show your full name, date of birth, and card number. The selfie must be taken in natural light, show your face clearly, and match the photo on your identity document. Do not wear sunglasses or a hat in the selfie. Upload both images through your vava account settings. Our system verifies these documents automatically and typically completes within minutes. If verification fails, the system shows a reason (for example, "photo too dark" or "document not readable") and allows you to resubmit. If you have difficulty after three attempts, contact our support team for manual review.

To request deletion of your personal data on vava, contact our support team through your account's Help section and write "Data deletion request" in the subject line. Provide your username, email address, and full name. We will acknowledge your request within two standard business days. Data deletion takes effect after your account balance is zero and any pending transactions (including withdrawals under review) are settled. We retain your account name, registration date, and transaction history for seven years as required by financial regulations and anti-money-laundering law. Personal identifiers (ID card number, phone number, address) are deleted within thirty days of your request, except where we are required by law to retain them. You will receive confirmation when deletion is complete. Until then, you can withdraw your request by logging into your account and contacting support again.

When you request a withdrawal on vava, we initiate processing within one standard business day. However, the time your funds appear in your bank account or digital wallet depends on your payment provider. Withdrawals to mobile banking, local payment, online payment, and e-wallet typically complete within two to four hours after we submit them. Bank transfers to mobile banking, local payment, online payment, or e-wallet may take one to three business days depending on inter-bank settlement schedules. mobile banking withdrawals usually settle within one business day. local payment transfers depend on your receiving bank. We do not control settlement time—that is determined by your payment provider and their banking partners. You can check your withdrawal status in your vava account under "Transaction history." If a withdrawal shows as "Submitted" for more than three business days, contact our support team and provide your transaction ID. We will investigate with your payment provider to locate the funds.

We at vava charge no fees on deposits or withdrawals. Your balance is credited in full when you deposit via online payment, e-wallet, mobile banking, local payment, online payment, e-wallet, or bank transfer. When you withdraw, we send the full amount you requested to your payment provider. However, your payment provider (your bank, digital wallet, or remittance service) may charge a processing fee or foreign-exchange fee on their side—this is not controlled by vava and appears in your payment provider's statement, not in your vava account. For example, if you withdraw to mobile banking, local payment may charge a processing fee for an inter-bank transfer; if you withdraw via online payment, e-wallet may deduct a small service charge. We recommend checking your payment provider's fee schedule before requesting a withdrawal. If you notice an unexpected deduction in your withdrawal amount, contact your payment provider first—they control the fee. If you believe vava charged you a hidden fee, contact our support team with your transaction ID and we will investigate.

vava offers four main game categories: live-dealer casino tables, slot and arcade games, sportsbook betting, and esports markets. Our live-dealer tables include Blackjack, Roulette, Baccarat, and Dragon Tiger, with professional dealers streamed from multi-camera studios. Slot games include Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways, and arcade games such as Fishing Arcade. Sportsbook betting covers football tournaments including Liga 1 (Indonesia's premier league), Piala Indonesia, Piala AFF, Champions League, Premier League, and international matches. Market types include match winner, total goals, both teams to score, and Asian handicap. Esports markets cover Mobile Legends, Free Fire, PUBG Mobile, and regional competitive leagues. Each game category has its own rules and settlement terms, which are explained in the game details section on vava. If you are unsure about a specific market's rules, contact our support team for clarification before you stake.

We at vava operate a loyalty tier system based on your account activity. As you deposit, play games, and place stakes over time, you earn points that advance your tier level. Higher tiers unlock benefits such as faster withdrawal processing, a dedicated support line, and periodic bonus offers. Your current tier and points balance are shown in your account under "Loyalty." Tier status is reviewed monthly—if your activity drops, your tier may decrease in the following month. We do not publish exact point thresholds, as these change seasonally, but your account dashboard shows your progress toward the next tier. During special events such as Idul Fitri, Idul Adha, or Imlek, we often run tier-exclusive promotions that reward higher-tier members with bonus points or special market access. To view current tier benefits, open your account settings and tap "Loyalty Programme." Contact our support team if you have questions about your tier status or want to know what benefits you have earned.

We at vava offer customer support through multiple channels. The fastest method is the Help section inside your vava account—tap the Help icon, describe your issue, and submit a ticket. Our team responds to account and payment issues within one standard business day, and urgent matters (such as suspected unauthorized access) are prioritized higher. You can also email our support team directly; find the email address in your account settings under "Contact us." We offer English-language support during standard business hours, Monday through Friday. If you have a question about your withdrawal, provide your transaction ID; if you are reporting a technical problem, describe the issue, your device type (Android / iOS / desktop), and the step where you encountered the error. For complaints about fair play or disputes, contact support and ask to escalate your case—we investigate and respond within three business days. For legal or compliance inquiries, refer to our Legal notice page.