keraton Account & Payment FAQ

When you create a keraton account, we ask for your legal name, date of birth, and national ID number during registration. To complete KYC (Know Your Customer) verification, we require a high-resolution photo of your government-issued ID—such as a national identity card (KTP), passport, or driver's license. You must also provide a recent selfie taken with your phone camera so we can verify that the photo ID matches your face. Users in Jakarta, Surabaya, Bandung, Medan, and Semarang follow the same verification process. Verification typically completes within one business day. If your documents are unclear or do not match, our team will ask you to resubmit them. Once verified, you can deposit funds and access all keraton services.

Opening a keraton account takes four steps. First, visit our registration page and enter your username, email, password, and mobile phone number. Second, confirm your email by clicking the link we send you; this takes a few minutes. Third, log in and submit your legal name, date of birth, and national ID number for initial verification. Fourth, upload your government-issued photo ID and a selfie to complete KYC verification, which normally finishes within one business day. Once verified, you can add a payment method (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, or e-wallet), make your first deposit, and start entering keraton slot tournaments, live-dealer tables, or sportsbook markets. The entire process from registration to verified account takes approximately 24 hours.

If you forget your keraton password, click the "Forgot password?" link on the login page. Enter your registered email address or username, and we will send you a password-reset link via email. Click the link and follow the prompts to create a new password. The reset link expires after one hour for security. If you do not receive the email, check your spam folder or contact our support team to resend it. Once you reset your password, you can log into keraton immediately with your new credentials and continue accessing your account, balance, and tournament history.

When you request a withdrawal from keraton, our payment team reviews your request within two hours on business days and one business day on weekends or public holidays such as Idul Fitri and Idul Adha. Once approved, the funds are transferred to your chosen payment method—mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, or your bank account (online payment, e-wallet, mobile banking, local payment)—typically within one to three business days depending on your payment provider. Mobile wallet transfers (online payment, e-wallet, mobile banking, local payment) often complete faster than bank transfers. You can track your withdrawal status in your keraton account under "Transaction History." If a withdrawal is delayed beyond three business days, contact our support team with your keraton username and withdrawal request ID.

If a deposit to keraton fails—for example, your payment is declined or your internet connection drops—the transaction appears as "Failed" in your keraton transaction history and no funds are deducted from your payment method. If you see a charge on your bank or mobile wallet statement despite a failed keraton deposit, contact your bank or payment provider (online payment, e-wallet, mobile banking, etc.) directly to request a refund; they handle the reversal on their end. If a withdrawal from keraton fails, the funds return to your keraton account balance within one business day and you can attempt the withdrawal again. If a transaction shows as "Processing" for more than 24 hours, contact our support team with your transaction ID and they will investigate why it has not completed or failed.

We at keraton accept deposits and withdrawals via six mobile wallets and four banks. Mobile wallets include local payment, online payment, e-wallet, mobile banking, local payment, and online payment (a universal QR code standard). Banks include e-wallet, mobile banking, local payment, and online payment. When you deposit to keraton, you choose your preferred method and follow the payment instructions; most wallet deposits complete instantly and bank transfers complete within one business day. All payment methods are secured with encryption and your financial details are never stored in plain text on your keraton account. You can add multiple payment methods to your keraton profile and choose which one to use for each transaction.

Yes, demo mode is available for all keraton slot games—Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways—and for most live-dealer tables without requiring a deposit. When you access a game in demo mode, you receive free practice credits that reset daily so you can learn the game mechanics, controls, and tournament entry process at no cost. Demo mode does not affect your real keraton account balance or tournament standings. To play in demo mode, log into keraton, navigate to any game, and click "Play Demo" or "Practice Mode." Once you understand how the game works and are ready to enter a paid tournament, click the "Play for Real" button to transition to your real account balance. Demo mode is ideal for new players learning the keraton platform during Idul Adha, Imlek, Nyepi, or whenever you want to practice without risk.

If you have received a keraton promotion code via email, SMS, or from our support team, log into your account and click on the "Promotions" or "Offers" section in the main menu. Paste or type your code into the "Enter code" field, then click "Activate" or "Claim." If the code is valid and you meet any eligibility requirements (such as minimum account age or deposit history), the promotional offer will be added to your keraton account immediately. Some promotion codes expire after a set date, so check the expiry information before entering your code. If your code does not activate, verify that you entered it correctly or contact our support team to confirm the code is still valid. Promotion codes cannot be applied after an offer has expired.

To enter a keraton slot tournament, log into your account and navigate to the "Tournaments" section. You will see a list of active tournaments for games such as Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. Each tournament shows its entry fee, prize pool, and start time. Click "Enter Tournament" and confirm your entry. Your entry fee is deducted from your keraton balance and you receive a tournament-specific balance that you use only during that tournament. Play the tournament game for the duration of the event—typically a few hours or a few days depending on the tournament structure. Your score on the leaderboard updates in real time. Once the tournament ends, payouts are distributed to top-ranking players and credited to your main keraton balance within one business day. Payouts are final and cannot be reversed once the tournament closes.

To contact keraton support, use one of three methods. First, open the live chat widget on our website or app (typically visible in the bottom-right corner) and type your question; a support agent responds within two hours on business days. Second, email our support team at the address listed in your keraton account settings with your username, the date and time of your issue, and a description of what happened. Third, call or SMS our support number (also in your account settings) and provide your keraton username and a e-walletef description of the problem. When you contact us, have your keraton username and any transaction IDs or screenshots ready so we can help you faster. Our team responds in Indonesian and English. If your issue involves a failed transaction or a missing withdrawal, include the transaction ID from your keraton transaction history so we can look it up immediately.

If you wish to delete your keraton account and all associated personal data, submit a data-deletion request via our support team. Log into your keraton account, open the live chat or email support, and state clearly: "I request deletion of my keraton account and all personal data." Our support team will verify your identity by asking for your account username and the email address you registered with. Once verified, they will initiate the deletion process. Your account will be closed, your balance forfeited (you cannot withdraw after requesting deletion), and your personal data removed from keraton systems within thirty days. Deletion is permanent and cannot be undone; if you change your mind, you will need to create a new keraton account from scratch. For more detail on data deletion, see our Privacy Policy.

Our keraton services are available only where local law permits. Users are responsible for verifying that their access to and use of keraton complies with the laws and regulations of their own jurisdiction. We do not operate in jurisdictions where online gaming or wagering is prohibited by law. If you are unsure whether keraton services are permitted where you live, consult your local legal authority or contact our support team. By creating a keraton account, you confirm that you have verified that access is legal in your location and that you understand the terms of service governing our platform. keraton reserves the right to restrict or suspend service to any user or jurisdiction at any time to comply with local legal requirements.