arus hoki FAQ
Users of arus hoki ask questions about opening an account, depositing funds, understanding game rules, withdrawing balance, and keeping their account secure. We have collected the most common questions our support team receives and answered them here in plain language.
This page resolves the majority of issues new and returning users encounter when joining arus hoki, navigating our payment system, or reviewing the game categories we offer. Each answer explains the process step by step without jargon, so you can understand how arus hoki works before contacting our team.
If your question is not listed here, or if you need help beyond what this page covers, our support team is available to assist. For legal questions about your jurisdiction, service availability, or our compliance practices, please read our Legal Notice and Terms and Conditions
- Account and registrationhow to start, KYC verification, password recovery, and multi-account rules
- Payments and transactionsdeposit and withdrawal via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and bank transfers through mobile banking, local payment, online payment, e-wallet
- Game rules and categorieshow slot games work, football betting, live-dealer tables, and esports markets
- Account security and datahow we protect your information and what happens if your account is compromised
Click any question below to expand the answer. All answers reflect current arus hoki processes; if you notice a change or need real-time support, our team is ready to help.
Account and registration
Opening an account on arus hoki takes five steps. First, visit our registration page and enter your username, email, mobile number, and a strong password. Second, verify your email by clicking the link we send you — this usually arrives within minutes. Third, log in and upload your government identity document (KTP, passport, or driver's license). Fourth, our compliance team reviews your documents; this typically happens within a few minutes during business hours. Fifth, once approved, you set up your first payment method. We accept DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and bank transfers via mobile banking, local payment, online payment, e-wallet. After your first deposit, your account is fully active and you can access all game categories. The entire process usually takes less than one hour.
You can contact our support team by emailing [email protected] with a description of your issue. Please include your username or account email so we can locate your account quickly. We aim to reply within one business day. For urgent account lockouts or security concerns, mention this in your subject line and we will prioritise your email. You can also use the chat widget on our website if you prefer live messaging during business hours. For technical issues with deposits or withdrawals, provide your transaction reference number or the payment method you used (mobile banking, local payment, online payment, e-wallet, etc.) so we can investigate faster.
You can contact our support team by emailing [email protected] with a description of your issue. Please include your username or account email so we can locate your account quickly. We aim to reply within one business day. For urgent account lockouts or security concerns, mention this in your subject line and we will prioritise your email. You can also use the chat widget on our website if you prefer live messaging during business hours. For technical issues with deposits or withdrawals, provide your transaction reference number or the payment method you used (mobile banking, local payment, online payment, e-wallet, etc.) so we can investigate faster.
Payments and transactions
To deposit via e-wallet on arus hoki, log in and navigate to your Cashier or Deposit section. Select your preferred e-wallet — e-wallet, mobile banking, or local payment — and enter your deposit amount. You will be redirected to your e-wallet app or website to approve the transfer. Once you confirm the payment in your e-wallet, the funds arrive in your arus hoki balance instantly. Your transaction is logged immediately on your account statement. E-wallets are the fastest payment method we offer and do not require any bank account information. If your deposit does not arrive within five minutes, check your e-wallet transaction history to confirm the payment was sent, then contact our support team with your transaction reference. If you are in Jakarta, Surabaya, or another major city, most e-wallet transactions process without delay.
If your deposit or withdrawal does not complete, first check your bank account or e-wallet to confirm whether the money left your account. If you initiated a deposit and the funds left your e-wallet (online payment, e-wallet, mobile banking, local payment, or online payment) or bank (e-wallet, mobile banking, local payment, online payment) but did not appear in arus hoki, the transaction may be pending approval on our payment partner's side. Wait thirty minutes and refresh your account — the balance usually appears automatically. If the funds still do not show after one hour, email our support team with your transaction reference number and proof of payment (a screenshot from your bank or e-wallet app). We will investigate and return the funds to your original payment method if needed. For withdrawals that appear delayed, check our Terms and Conditions for withdrawal review windows — most cashouts process within several hours during business hours.
Game rules and categories
RTP stands for Return to Player. It is a percentage that shows the average amount of money a slot game returns to players over a very long period of play — for example, an means that for every our welcome offer wagered across many thousands of spins, the game returns approximately our welcome offer on average. RTP is set by the game provider (such as Pragmatic Play or CQ9) and does not change based on your account or betting amount. Different slot games have different RTPs — some games on arus hoki may have, others non-specific info. A higher RTP does not guarantee you will win more money in the short term; it is a statistical measure over millions of spins. Each spin is random and independent. You should only wager money you can afford to lose, regardless of the RTP.
Our loyalty programme on arus hoki rewards players for their activity with points. Each time you wager (place a bet or spin), you earn points based on the amount wagered and the game category. Points accumulate in your account and can be redeemed for bonuses or account credit. Higher loyalty tiers unlock benefits such as faster withdrawal processing or dedicated support. To check your current points and tier, log in to arus hoki and visit your Loyalty or Rewards section. Points are tracked automatically and updated in real time. The tier structure and redemption rates are explained in your account settings. There is no cost to join the loyalty programme — every account on arus hoki participates automatically. If you have questions about your points balance, our support team can assist.
Account security and data
We at arus hoki protect your personal information using encryption and secure servers. Your identity documents, payment methods, and account history are stored separately from publicly accessible systems. Only our compliance team and authorised support staff can view your documents for verification and support purposes. Payment information is processed through certified third-party payment partners — we do not store your full card number or e-wallet credentials on our servers. Your account activity is logged and audited; we maintain records of all logins, deposits, withdrawals, and support interactions. If we receive a legal request from law enforcement or a court, we comply with proper legal process. For more details, please read our Privacy PolicyIf you believe your account has been compromised, contact support immediately and we will help secure it.
Each person may open only one account on arus hoki. If we detect duplicate accounts registered to the same individual, we will close all but one account without refund. To verify account ownership, we link your identity document (KTP, passport, or driver's license), email address, and mobile number to your account. These details must be unique across arus hoki. If you have forgotten your password or cannot access your original account, contact our support team for account recovery assistance. Do not create a second account — this violates our terms and will result in account closure. If you are managing an account for a family member or colleague, they must open their own account using their own personal details and payment method.