borneo138Frequently Asked Questions

Opening a borneo138 account takes three main steps. First, provide your email address, create a username and password, and confirm your email via a verification link we send you. Second, upload your identity document (national ID, passport, or driving licence) and proof of address (recent utility bill or bank statement) for KYC verification. This step ensures we meet anti-money-laundering standards. Third, add a payment method—DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, or a bank transfer to mobile banking, local payment, online payment, or e-wallet—and make your first deposit. Once your deposit settles, your account is fully active and you can access all games, sports betting, and live-dealer tables. The entire process typically takes less than an hour, though KYC verification may take a few hours during peak times.

We require two documents for KYC verification. The first is a government-issued identity document: a national ID card, passport, or driving licence. The document must be current and show your full name, date of birth, and photo. The second is proof of address: a recent utility bill, bank statement, government notice, or rental agreement issued within the last three months that shows your name and residential address. Both documents must be clear colour photos or scans—blurry or partial images may be rejected and you will be asked to resubmit. Once we receive your documents, our compliance team reviews them within a few hours. If anything is missing or unclear, we will ask you to provide a clearer image or an alternative document.

When you request a withdrawal, our compliance team reviews your account and transaction history to confirm everything matches our anti-fraud standards. This review typically takes a few hours but may extend during peak periods or on holidays such as Idul Fitri, Idul Adha, Imlek, or Nyepi when banking volumes increase. After review, we send your funds back to the payment method you used for your deposit (mobile banking, local payment, online payment, e-wallet, bank transfer, etc.). E-wallet withdrawals settle instantly once approved; bank transfers process during the next banking business day. Your withdrawal status is visible in your account under Transactions so you can track progress at any time.

You can request data deletion or account closure by contacting our support team via live chat, email, or phone. Explain that you want to delete your account and your personal data. We will verify your identity, check that you have no outstanding balance or pending transactions, and then begin the deletion process. Note that some data must be retained for legal and anti-money-laundering compliance (typically transaction history and identity documents for a minimum retention period). We will explain what will be deleted and what will be retained when we process your request. Your account will be closed and your game history, balance, and communication logs will be removed from active systems subject to applicable law.

If your deposit or withdrawal does not complete, first check your account under Transactions to see the status. Failed e-wallet deposits (mobile banking, local payment, online payment, e-wallet, mobile banking) usually show as cancelled immediately, and your funds are returned to your e-wallet within minutes. Bank transfers that fail typically show as returned within one to two business days. If a transaction shows as pending but has not settled after a few hours, you can contact our support team with your transaction reference number and we will investigate with the payment provider. For withdrawals, if the funds are not received after the expected window, check that the account details you provided match your payment method exactly. If there is a mismatch, we may need to reverse the withdrawal and have you resubmit with the correct details.

Bonus offers on borneo138 typically include a welcome bonus on your first deposit, subject to eligibility and turnover requirements. The exact bonus amount and conditions vary; we do not advertise fixed bonus sums. Instead, eligible new accounts may receive a percentage match on their initial deposit or a fixed credit, paired with a turnover multiplier (for example, "play through the bonus three times before you can withdraw"). Turnover requirements ensure the bonus is used for actual gaming rather than immediate withdrawal. Weekly cashback offers work differently—you earn a percentage of your weekly losses as cashback credits, which are added to your account on a set day. Referral bonuses are available when you invite a friend; both you and your friend receive a credit once they complete their first deposit and verification. All offers are subject to our full terms and conditions; read the terms for each promotion before claiming it.

Live-dealer tables on borneo138 (blackjack, roulette, baccarat, Dragon Tiger) feature real dealers streaming from our studio. You see the dealer and other players on video, place your bets via the interface, and the dealer manages the game in real time. Live tables work on a fixed schedule so you can join whenever the table is open. Slots, by contrast, are automated games (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways) where you spin reels or watch outcomes play out. Slots are instant—no waiting for other players or a dealer—and you can play whenever you like. Both categories use random number generators or live game mechanics to determine outcomes. Choose live-dealer if you enjoy social interaction and strategy; choose slots if you prefer fast, independent play with subject to verification.

You can reach our support team in three ways. Live chat is available on the borneo138 website and app—click the chat icon to speak with an agent during operating hours. Email support is available by sending your question to our support address; include your account username and a local paymentef description of your issue. Phone support is available during standard business hours; you can find the phone number in your account settings or in our footer. When you contact us, have your account details (username or email) ready so we can look up your account quickly. For account-related issues like password recovery or payment problems, you may be asked to verify your identity before we can help. Our team aims to respond to messages within a few hours; during busy periods like Liga 1 match days or major tournament events, response time may be slightly longer.