citibetFrequently Asked Questions
Our users ask us about account setup, deposits and withdrawals, game rules, and account security on citibet. These questions span payment methods like DANA, e-wallet, mobile banking, local payment, online payment, and bank transfers, as well as how our live sportsbook and casino tables work. This FAQ covers the most common topics we receive.
This page answers practical questions about how citibet operates. We explain account registration, KYC verification, deposit and withdrawal flows, game mechanics, and account controls. If your question is not answered here, our support team is available via email. For legal and compliance matters, see our terms and conditions or legal notice.
Our FAQ is organized by topic so you can find answers quickly. Each section covers a specific area of your citibet experience. Read the relevant section for your question. If you need live assistance, contact our support team; we respond to inquiries within one business day.
- Account and registrationhow to start, KYC verification, password recovery
- Payments and transactionsdeposit and withdrawal via e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking
- Game rules and mechanicsfootball betting, live-dealer tables, slots, esports markets
- Security and account careaccount protection, jurisdiction compliance, support channels
Find answers to common questions about opening and managing your citibet account, making deposits and withdrawals, understanding our games, and keeping your account secure.
Account and registration
When you open an account on citibet, we collect your email address, a username, a password, and your mobile number. You also confirm that you are legally permitted to use our platform in your jurisdiction. Before your first withdrawal, we perform KYC verification—you upload a government ID (passport or national ID) and confirm your address. This verification protects both you and citibet from fraud and money-laundering risk. If you are accessing citibet from Jakarta, Surabaya, Bandung, or other cities, you remain responsible for confirming that online gaming is permitted in your location.
On the member login page, click the "Forgot your password?" link. Enter your registered email address. We send a password-reset link to that email within a few minutes. Click the link to create a new password. The reset link expires after 24 hours for security. If you do not receive the email, check your spam folder or contact our support team. Never share your password with anyone, including citibet staff—we never ask for it.
On citibet, you control your account via your member dashboard. You can update your email address, change your password, review your deposit and withdrawal history, and manage your linked payment methods. You can also view your current balance, active bets (for sportsbook users), and game history. If you need to temporarily restrict access to your account, contact our support team. Your account remains subject to our terms and conditions and applicable local laws.
Payments and transactions
If your deposit does not complete, your payment processor (DANA, e-wallet, mobile banking, local payment, online payment, or your bank) will automatically refund the amount to your payment method within 1–3 business days. You can verify the status of a deposit by checking your citibet transaction history and your payment processor's app. For bank transfers via e-wallet, mobile banking, local payment, or online payment, if the transfer does not show in your citibet account within 2 hours, contact your bank to confirm the transfer was sent. If funds were deducted but not credited to citibet, contact our support team with your transaction receipt.
citibet does not charge deposit or withdrawal fees. Your payment processor (e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, or e-wallet) may charge fees according to their own terms. Check your payment processor's app to see any applicable fees before you confirm a transaction. Some payment methods may offer zero-fee transfers during promotional periods. If you see an unexpected fee charged by citibet, contact our support team immediately.
Send your question or issue to our support email address (available in your citibet account dashboard and in our footer). Include your username, a mobile bankingef description of your issue, and any relevant transaction IDs or screenshots. We read all support emails and respond within one business day. For urgent issues (such as unauthorized account access or missing deposits), mark your email as urgent and include details so we prioritize your case. Our support team cannot reset your password via email for security—use the password-reset link on the login page instead.
Game rules and mechanics
RTP stands for Return to Player. It is a percentage that describes how much of all money wagered on a slot game is expected to be paid back to players over a long period. For example, an means that over thousands of spins, players typically receive 95 cents for every dollar wagered. RTP is not a guarantee on any single spin—it is a statistical average. Games like Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways each have their own RTP. You can find the RTP for any slot game in the game's information panel on citibet before you play.
Free bets and free spins are promotional credits given to new or returning players. Free bets are used on sportsbook markets (such as Liga 1, Piala AFF, or Champions League matches), and free spins are used on slot games. These credits appear in your citibet account under "Promotions" or "Bonuses" and have terms attached—for example, they may expire after 7 days or require wagering before withdrawal. Always read the terms for any free bet or free spin offer. If you receive free spins for a specific slot game, you can only use them on that game.
Our sportsbook covers major football tournaments including Liga 1, Piala Indonesia, Piala AFF, Champions League, Premier League, and many others. We also offer live-betting markets on selected matches, so you can place bets while the game is in progress. Live-betting odds update in real time based on game action. You can view the full list of available tournaments and upcoming matches in the "Sportsbook" section of the citibet app or website.
We offer live-dealer tables including blackjack, roulette, baccarat, and Dragon Tiger. Each table is streamed live from our studios with a real dealer visible on your screen. You place bets via our app or website, and the dealer conducts the game in real time. Live-dealer games work on mobile and desktop. Check the "Live Casino" section of citibet to see available tables, current players, and minimum/maximum bet limits.
Security and account care
We protect your citibet account with encrypted passwords, secure login sessions, and fraud-detection systems. Your personal information and payment details are encrypted and stored on secure servers. Before your first withdrawal, we verify your identity (KYC) using government-issued ID and address confirmation. If we detect unusual activity on your account, we may temporarily restrict it and contact you to confirm. Never share your username or password. If you believe your account has been compromised, contact our support team immediately.
No. citibet is available only in jurisdictions where online gaming is permitted by local law. We do not offer our services in jurisdictions where online wagering is prohibited. You are responsible for verifying that access to and use of citibet complies with the laws of your own jurisdiction. If you access citibet from a jurisdiction where online gaming is prohibited, we may suspend your account and forfeit any balance. For details on jurisdiction restrictions, see our legal notice.