pixels FAQ

We require a government-issued identity document (national ID card, passport, driver's license, or equivalent) and proof of residence (utility bill, bank statement, lease agreement, or official letter). Both documents must show your full name and match the name registered on your pixels account. Your identity document must be current and legible; we will reject blurry, cropped, or partially visible images. Proof of residence must be dated within the past three months. If your documents are in a language other than English or Indonesian, you may be asked to provide a certified translation. Submit documents via our secure upload system during account verification; we store them in encrypted storage and delete them after a regulatory retention period.

If you suspect unauthorized access to your pixels account—unusual betting activity, a changed password you did not authorize, or login notifications from unfamiliar devices—change your password immediately and contact our support team via email. Provide your account username and a description of the suspicious activity; do not include your current password. We will investigate the activity, review your account logs, and may temporarily restrict the account pending verification. If unauthorized transactions occurred, we can help you review them and dispute settlement if applicable. Enable two-factor authentication on your email account to prevent email-based account takeovers. We recommend using a unique, strong password for your pixels account and storing it in a password manager.

We do not permit one user to hold multiple accounts on pixels. Each account must be registered to a unique individual using one email address and one set of personal identity documents. If we detect duplicate accounts linked to the same person (by name, identity document number, email address, or payment method), we close all but one account and may forfeit any balances. If you need to recover access to an existing account, use the password-recovery function; if you cannot recover it, contact support. Users attempting to circumvent this policy through shared credentials or false identities risk account closure and forfeiture of all balances.

If a deposit or withdrawal transaction fails to complete—your payment processor declines it, the connection times out, or an error occurs—check your pixels account balance first. If the deposit amount does not appear in your account after ten minutes, the transaction likely failed and no funds were deducted. Contact your payment provider (DANA, e-wallet, mobile banking, local payment, online payment, or your bank) to verify whether the payment was charged. If your provider confirms the charge but pixels did not receive the funds, email our support team with your transaction ID, the amount, and the date. We will investigate with our payment processors. Refunds typically settle within three to five business days once confirmed. For withdrawal failures, we will retry the transaction automatically; if it fails repeatedly, contact support to update your payment details or choose an alternative withdrawal method such as e-wallet or bank transfer via mobile banking, local payment, online payment, or e-wallet.

We offer periodic cashback promotions on selected betting markets and game categories. During an active cashback period, a small percentage of your net losses on eligible games may be credited back to your account balance. Cashback is calculated weekly and credited automatically; you do not need to claim it. The exact cashback percentage, eligible game types, and terms (such as minimum turnover or maximum cashback cap) are displayed on the promotion notice when active. Cashback is subject to the terms stated in that notice and our standard promotional terms. Not all games or markets qualify; cashback typically applies to football markets on Liga 1, Piala AFF, Champions League, or selected slot games. Promotional terms may change without notice. Contact support if you have questions about your eligibility or cashback calculation.

We do not charge fees on deposits or withdrawals initiated through pixels. However, your payment provider (bank, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment processor, or online payment, e-wallet, mobile banking, local payment) may charge you a transaction fee. These fees are set by your provider and deducted before the funds leave your account or arrive at our platform. We have no control over third-party fees. When you initiate a deposit, check your provider's fee schedule to understand any charges. For withdrawals, the amount credited to your pixels account is the amount you requested; your provider may then deduct their own fees when the funds settle to your bank account or wallet. If you are uncertain about fees, contact your payment provider before depositing or withdrawing. We reimburse pixels-side processing errors only; provider fees are your responsibility.

Demo mode is not available on pixels. All games and betting markets require a verified account and a funded balance. You must complete account registration, pass KYC identity verification, and deposit funds before you can place bets or play any game. This ensures compliance with anti-money-laundering requirements and protects our platform from fraud. If you are new to pixels and want to explore our game library and betting markets before depositing, you may review game descriptions and market rules in our help section; however, you cannot place live bets without funds. Once your account is verified and you have made a deposit via online payment, e-wallet, mobile banking, local payment, online payment, e-wallet, or bank transfer, you can access all available games immediately.

Contact our support team by emailing the address listed in the footer of this site. Include your account username, the date of your inquiry, and a clear description of your issue or question. We respond to emails during standard business hours in English. For urgent issues (account compromise, unauthorized transactions, withdrawal holds), mark your email as urgent and provide a phone number if available. Do not include sensitive information such as your password, full bank account number, or identity document in your email. We will request only the information we need to help you. Response times vary depending on the volume of inquiries and the complexity of your case; we aim to respond within one business day but may take longer during peak periods or holidays such as Idul Fitri, Idul Adha, or Imlek.