simba Account & Payment FAQ

Users on simba ask questions across several core areas: how to open and secure an account, how deposits and withdrawals work, what game rules apply to football betting and live-dealer tables, and how to manage account settings. This page answers the most common questions we receive, organised by topic so you can find answers quickly.

We've compiled this FAQ to help you get started on simba without delay. If your question isn't answered here, or if you need help with a specific transaction or account issue, contact our support team via email or through your account settings. For detailed information about our legal obligations, jurisdiction restrictions, and data practices, read our legal notice and privacy policy

Each answer below covers practical steps and real payment methods we support—DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and bank virtual accounts from mobile banking, local payment, online payment, and e-wallet. We also explain account verification, withdrawal timelines, and game categories available on our platform.

Account and registration

No. We allow one account per person. If we detect multiple accounts linked to the same identity, phone number, or payment method, we close all but one and may restrict withdrawals pending investigation. This policy protects against fraud and money-laundering risk. If you have forgotten your password or username, use the password-recovery link on the login page instead of opening a new account. If you believe your account was compromised, contact support immediately.

During registration, you provide your full name, date of birth, email address, mobile number, and a username and password. After account creation, we ask you to upload a copy of your ID document (passport, national ID, or driver's license) and verify your mobile number via SMS. This is our KYC (know-your-customer) process. Verification typically completes within minutes. Once verified, you can deposit and access all markets on simba, including Liga 1, Piala AFF, Champions League, live-dealer tables, and slots.

Read our terms and conditions and legal notice before you deposit. The terms explain how trades are settled, what happens if a match is postponed, and your rights if a dispute arises. The legal notice clarifies that our services are available only where local law permits and that you are responsible for verifying compliance with your jurisdiction's law. We also recommend reviewing the rules for each game type—football betting rules differ from live-dealer rules, which differ from slot rules. These are available in-game or via support.

Log in to your account and navigate to Settings. There you can change your password, update your email or phone number, and manage your payment methods. You can also request a temporary pause on your account, which suspends access for a period you choose (7 days, 30 days, or longer). During a pause, you cannot deposit or trade, but you can still withdraw your balance. To resume, contact support with your account details. Pausing is different from closing; a paused account can be reactivated.

Payments and transactions

We do not charge fees on deposits or withdrawals. However, your bank or e-wallet provider may apply their own charges. For example, if you withdraw via OVO or e-wallet, your e-wallet provider may deduct a small transfer fee. If you withdraw to a mobile banking, local payment, online payment, or e-wallet virtual account, your bank may charge a fee depending on your account type. We recommend checking your provider's fee schedule before you deposit. All fees charged by third parties are outside our control.

Withdrawal requests are processed within hours for e-wallets (mobile banking, local payment, online payment, e-wallet, mobile banking, local payment) and within one to two business hours for bank transfers (online payment, e-wallet, mobile banking, local payment virtual accounts) during banking hours. Processing may be slower during holidays like Idul Fitri, Idul Adha, or Imlek. If your withdrawal is flagged for anti-money-laundering review, processing may take longer. We notify you of any delay and explain the reason. Once processed, funds appear in your e-wallet or bank account within minutes to hours, depending on your provider.

Contact our support team via the email address listed in your account settings or through the support portal on simba. Include your username, account email, and a clear description of your issue. We aim to respond within one business day. For urgent matters—account compromise, payment error, or withdrawal stuck—mark your message as urgent; we prioritise these within a few hours. You can also reach support through live chat during business hours if available in your region.

Game rules and markets

We reward active users on simba through a loyalty tier system. As you deposit and trade, you earn points. Points accumulate toward higher tiers, each unlocking benefits like bonus offers, faster withdrawals, or exclusive market access. Tier status is tracked in your account dashboard. Points do not expire as long as your account remains active. If your account is closed or inactive for an extended period, points may be forfeited. Tier benefits vary; check your account for current offers and tier details.

Security and account care

Contact our support team via the email address listed in your account settings or through the support portal on simba. Include your username, account email, and a clear description of your issue. We aim to respond within one business day. For urgent matters—account compromise, payment error, or withdrawal stuck—mark your message as urgent; we prioritise these within a few hours. You can also reach support through live chat during business hours if available in your region.
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