ugarena FAQ

Opening an account on ugarena takes three steps. First, visit our registration page and enter your email address, phone number, and a secure password. Second, verify your email by clicking the link we send you. Third, complete KYC (Know Your Customer) verification by uploading a photo of your ID and a selfie. We accept Indonesian national ID cards, passports, and driver's licenses. Verification typically completes within one business day. Once approved, you can fund your account using DANA, e-wallet, mobile banking, local payment, online payment, or direct bank transfer (e-wallet, mobile banking, local payment, online payment). Your account is then ready to access live-dealer tables, sportsbook markets, and slot games. If verification is delayed, check your email for any requests for additional documents.

If you forget your ugarena password, click the "Forgot Password" link on the login page. Enter the email address associated with your account. We will send you a password-reset link via email. Click that link, then enter a new password. The reset link expires after one hour for security reasons. If you do not receive the email, check your spam folder or contact our support team. If you no longer have access to the email address on file, our support team can help you recover your account by verifying your identity through your phone number and ID documents.

We support deposits across a range of amounts to suit different users. Minimum and maximum account preferences vary by payment method. e-wallet, mobile banking, local payment, and online payment typically allow deposits starting from a modest minimum up to a daily limit set by the wallet provider. e-wallet and direct bank transfers (mobile banking, local payment, online payment, e-wallet) support larger amounts. Check the deposit page in your account for the exact limits applicable to your chosen payment method. If you need to deposit a larger amount, contact our support team to discuss options. Deposits are processed instantly for e-wallets and typically within one business day for bank transfers.

If a deposit or withdrawal does not complete, first check your account transaction history to see the status. For deposits, if the payment was deducted from your wallet but did not appear in your ugarena account, the funds are typically returned to your wallet within one to two business days. For withdrawals, if the request shows as pending, it may be awaiting verification or processing. We process withdrawal requests subject to verification windows and account status checks. If a transaction remains stuck after two business days, contact our support team with your transaction ID and payment method. We will investigate and either complete the transaction or arrange a refund. Do not attempt the same transaction multiple times, as this may cause duplicate charges.

Our sportsbook covers major football leagues and tournaments including Liga 1 (Indonesian domestic league), Piala AFF (Southeast Asian championship), Champions League, Premier League, and other international competitions. We also offer markets on MotoGP, badminton, and esports titles such as Mobile Legends, Free Fire, and PUBG Mobile. Live-dealer tables include blackjack, roulette, baccarat, and Dragon Tiger across multiple studios. Slot games feature titles like Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. The available markets and games may vary by region and are updated regularly. Check the ugarena app or website for the current full list of available markets and games in your jurisdiction.

We offer a loyalty programme that rewards regular activity on ugarena. As you place bets and play games, you accumulate points based on your wagering volume. These points can be redeemed for account credits or other benefits. The programme includes multiple tiers; as you progress, you unlock higher rewards and exclusive perks. Tier status is tracked in your account dashboard. Points do not expire as long as your account remains active. Specific tier thresholds and redemption rates are detailed in your account settings. If you have questions about your current tier status or point balance, contact our support team or check your account dashboard for a detailed breakdown.

We protect your personal information using industry-standard encryption and secure storage practices. All data transmitted between your device and our servers is encrypted using TLS protocols. Your account credentials are stored securely and never shared with third parties without your consent. KYC documents (ID photos, selfies) are encrypted and retained only as long as necessary for verification and compliance purposes. We do not sell or rent your personal data. Access to your account is restricted to you and our authorised support staff. We recommend enabling two-factor authentication in your account settings for additional security. For detailed information about how we collect, use, and protect your data, please read our Privacy Policy

Our support team is available via email at [email protected]. When you contact us, include your account email address and a clear description of your issue. Response times are typically within one business day during standard hours. For urgent account security issues (suspected unauthorised access, compromised password), mark your email as urgent and include "SECURITY" in the subject line. You can also reach us through the in-app help menu, which may offer faster response times for common issues. If you are in Jakarta, Surabaya, Bandung, Medan, or Semarang, our local support team can assist in English or Indonesian. For account recovery or complex issues, we may ask you to verify your identity by providing your registered email, phone number, and ID document details.