pohon Casino & Sportsbook FAQ
Users accessing pohon ask questions across several topic ranges: how to create an account and complete identity verification, how to deposit and withdraw using Indonesian payment methods, what football and esports markets we cover, and how account security and preferences work. These are the most frequently raised concerns, and we have gathered the answers here to help new and existing users navigate our platform.
This FAQ page resolves common questions about account management, payment processing, our game and market offerings, and customer support contact channels. We have structured the answers to be concrete and direct, avoiding jargon wherever possible. Our goal is to make it easy for you to find the information you need without reading our full terms.
If your question is not addressed here, or if you need assistance beyond what this page covers, you can reach our support team via live chat during business hours or by email. We maintain English-language support and can provide assistance in other languages where available. For legal or compliance questions, please refer to our legal notice and terms and conditions pages, which contain important information about service availability, account eligibility, and your responsibilities as a user.
Topic areas covered on this page
- Account and registrationhow to start, KYC verification, password recovery, multiple accounts
- Payments and transactionsdeposits and withdrawals via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, and e-wallet
- Games and marketsfootball betting, live-dealer tables, slot games, esports coverage
- Account managementpreferences, promotions, support contact, and security
If you forget your password, go to the login page and click the "Forgot password?" link. Enter the email address associated with your pohon account. We will send you a password-reset link to that email. Click the link and follow the on-screen instructions to set a new password. The reset link is valid for two hours. If you do not receive the reset email, check your spam folder or contact our support team. If you forget both your password and the email address you registered with, our support team can help you recover your account using identity verification. This process may take one to two business days as we confirm your identity against the documents you submitted during registration.
Payments and transactions
pohon does not charge a deposit fee. When you deposit funds via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, or your bank's virtual account (mobile banking, local payment, online payment, e-wallet), the full amount you send reaches your pohon account with no deduction. However, your payment provider (your e-wallet operator or bank) may charge a fee for the transaction — this is their fee, not ours, and we have no control over it. For withdrawals, we also do not charge a fee. We process withdrawal requests to your original payment method without deducting a processing charge. Your payment provider may charge a small fee to receive the funds back into your e-wallet or bank account. All fee information is displayed before you confirm your transaction.
Yes, we at pohon support deposits and withdrawals via bank virtual accounts from all four major Indonesian banks: mobile banking, local payment, online payment, and e-wallet. During the deposit process, you can select your bank, and we will generate a unique virtual-account number for you. Transfer funds from your bank's mobile app or online banking to that virtual account, and your pohon account will be credited within minutes. For withdrawals, select "Bank transfer" and choose your bank. Your withdrawal will be processed to the bank account you registered during verification. Bank transfers typically complete within one to two business hours during weekday hours. During weekends or public holidays such as Idul Fitri or Idul Adha, processing may take longer. You can check the status of your transaction in your account history at any time.
Games and markets
pohon covers a broad range of football and tournament markets. Our football coverage includes Liga 1 (the top Indonesian football league), Piala Indonesia (the national knockout tournament), the AFC Asian Cup and Piala AFF featuring Southeast Asian teams, the Champions League, Premier League, and major international fixtures. Beyond football, we offer markets on MotoGP, badminton, and other sports depending on the season. We also provide esports coverage, including Mobile Legends, Free Fire, and PUBG Mobile tournaments. Our live-dealer tables include blackjack, roulette, baccarat, and Dragon Tiger from professional studios. Our slot games feature titles such as Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. Market availability varies by region and by license; check your pohon account to see which markets and games are available to you.
If you have a promotion code, you can typically enter it during account creation or in your account settings under "Promotions" or "Bonus codes." The exact location depends on your device and our current interface. During registration, look for a field labeled "Promo code" or "Bonus code" and paste your code there before completing your account. If you have already created your account, log in and navigate to your account menu. Select "Promotions" and enter your code there. The code must be valid and active; if you enter an invalid or expired code, you will receive an error message. If you received a code via email or SMS, copy the exact code including any hyphens or capital letters. If you have questions about a specific promotion, our support team can help clarify the terms and assist with code entry.
Account management and support
You can adjust many account preferences by logging into pohon and navigating to your account settings. From there, you can update your email address, phone number, language preference, and notification settings. However, you cannot change your registered name, date of birth, or identity document details — these are locked for compliance and fraud-prevention reasons. If you need to change any locked fields, contact our support team and we can assist you with verification. If you wish to pause or close your account, contact our support team via live chat or email. We can temporarily suspend your account for a period you specify, after which it will automatically reactivate. Alternatively, you can request account closure, which is permanent. When you close your account, we retain your transaction history as required by anti-money-laundering regulations, but we will stop collecting new data from you.
Our pohon support team is available during business hours via multiple channels. The fastest way to reach us is through live chat — log into your account and click the support or chat icon to connect with a team member. Live chat is typically answered within minutes during business hours. You can also email our support team, and we will respond within a few business hours. Our support team speaks English and can provide assistance in other languages where available. We maintain support across multiple time zones to serve users from Jakarta, Surabaya, Bandung, Medan, Semarang, Yogyakarta, and other regions. For legal or compliance questions, use the contact information provided on our legal notice page. For urgent security issues (suspected account compromise), contact support immediately via live chat and note the urgency in your message.