castle FAQ
Users opening a castle account often ask about the registration process, how to deposit via e-wallet or bank transfer, which games and markets we offer, and how our support team handles inquiries. This page answers the most common questions we receive from new and existing account holders across Jakarta, Surabaya, Bandung, Medan, and Semarang.
Our FAQ covers account setup, payment methods, game categories, loyalty tiers, data requests, support response times, and security practices. If your question is not answered here, our support team is available in English during business hours via our help portal, email, and in-app chat. For detailed information about our terms of service, privacy practices, or jurisdiction restrictions, please visit our terms and conditionsprivacy policyor legal notice pages.
We recommend reading this FAQ before opening an account so you understand our process, payment options, and support channels. If you encounter technical issues, account access problems, or need urgent assistance, contact our support team directly rather than waiting for an FAQ update.
- Account and registrationhow to start, KYC verification, password recovery
- Payments and transactionsdeposit and withdrawal via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment
- Game rules and marketsfootball betting, live-dealer tables, slot tournaments, esports coverage
- Security and account careaccount protection, data requests, jurisdiction notice
During registration, we ask for your username (3–20 characters), email address, mobile number (Indonesia format), password (at least 8 characters with mixed case and numbers), and confirmation that you accept our terms and conditions. We also ask you to confirm that you are of legal age and eligible to use our services under your local jurisdiction's law. After registration, you will need to verify your email and then upload identity documents (KYC) before you can deposit. We collect this information to verify your identity, process payments, comply with financial regulations, and maintain account security.
If you forget your password, go to the login page and click "Forgot password?" Enter your email address, and we will send you a password-reset link. Click the link in the email and create a new password. If you do not receive the email, check your spam folder or request a new link. If you continue to have trouble accessing your account, contact our support team via the help portal or email. We can verify your identity and help you regain access to your account.
We require two documents for KYC verification. First, a clear photo of your government-issued ID (KTP, passport, or driver's license) — both front and back if applicable. Second, proof of address dated within the last three months (utility bill, bank statement, or lease agreement). Some verifications may also request a selfie holding your ID. Upload these documents through your Account settings, and our verification team will review them during business hours. Approval typically completes within a standard timeframe. Do not attempt to deposit before verification is complete, as transactions may be delayed or reversed.
Payments and transactions
Depositing via local payment, online payment, or e-wallet is straightforward. Log in to your castle account, go to the Deposit page, and select your e-wallet. Enter your desired amount and follow the payment flow — you will be redirected to your e-wallet app or website to confirm the transaction. Once your e-wallet confirms the payment, your castle balance updates within moments. We do not charge deposit fees, though your e-wallet provider may apply their own charges. E-wallet deposits are the fastest payment method on castle and are ideal for players in Jakarta, Surabaya, Bandung, Medan, and Semarang who want immediate access to their account.
Yes, we support bank transfers via mobile banking, local payment, online payment, e-wallet, and mobile banking. When you select bank transfer on the Deposit page, we provide you with a unique virtual account number. Transfer your desired amount from your bank account to this virtual account using your bank's app or online portal. Once your bank confirms the transfer, your castle balance updates — typically within a few hours depending on your bank's processing speed. Bank transfers are a secure alternative to e-wallets and are widely used by players across Indonesia. We do not charge transfer fees, though your bank may apply their own charges.
To withdraw, log in to your account and navigate to the Withdrawal page. Enter your desired withdrawal amount and select your payment method (the same method you used to deposit). Our compliance team reviews your request during business hours. Once approved, funds are sent back to your original payment method according to that provider's processing speed. Withdrawals typically complete within a standard timeframe. We do not charge withdrawal fees, though your bank or e-wallet provider may apply charges. If your withdrawal is delayed or you have questions about the status, contact our support team.
Our support team aims to respond to queries within a few hours during business hours. For urgent issues (account access problems, suspected fraud, or payment delays), contact us via the help portal or in-app chat for faster assistance. Email inquiries may take slightly longer depending on volume. We are available in English and respond to most account questions, payment issues, and game-related queries promptly. If you submit a query outside business hours, we will respond when our team returns. For time-sensitive matters, use the in-app chat feature for the quickest response.
Game rules and markets
We cover major football leagues and tournaments including Liga 1 (Indonesia's top division), Piala AFF (Southeast Asian championship), Champions League, Premier League, and other international competitions. Our sportsbook also includes esports markets (Mobile Legends, Free Fire, PUBG Mobile), badminton, MotoGP, and other sports. Each market displays pre-match odds and game information during matches. You can browse all available markets from your account dashboard and select the fixture or event you wish to follow. Our odds update in real time during live events, and you can place stakes before kickoff or during the match where live betting is available.
Our loyalty tier programme rewards active players with benefits as they accumulate activity on castle. As you play slot tournaments, live-dealer tables, and sportsbook markets, you earn points toward higher tiers. Each tier unlocks perks such as bonus offers, priority support, and exclusive tournament access. Your tier status is displayed in your Account settings, and you can track your progress toward the next tier. Tier benefits refresh periodically, and we notify members of new rewards via email and in-app notifications. The more you engage with castle, the higher your tier and the greater your benefits.
We offer daily and weekly slot tournaments featuring games such as Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. Each tournament runs on a published schedule with transparent leaderboard rules. Players compete for positions on the leaderboard, and rankings are updated in real time. Tournament details (start time, end time, entry requirements, and prize structure) are displayed on the tournament page before you join. You can view past tournament results and upcoming schedules from your Account dashboard. Slot tournaments are a popular way to engage with castle's game library and compete with other players.
Security and account care
To request deletion of your personal data, contact our support team via the help portal or email. Provide your account email and a clear statement that you wish to delete your data. Our team will verify your identity and process your request. Please note that we may retain certain data for legal compliance (such as transaction records for anti-money-laundering purposes, typically 5–7 years). We will delete personal data (name, address, phone number) within 90 days of your request unless we are required by law to retain it longer. For detailed information about our data practices, see our privacy policy
We protect your account using encrypted connections (HTTPS), secure password storage, and fraud-detection systems. We recommend using a strong, unique password and never sharing your login credentials with anyone. If you suspect unauthorized access to your account, change your password immediately and contact our support team. We can review your account activity, reset your password, and help you regain control if your account has been compromised. Enable two-factor authentication if available on your account for an additional security layer. Always log out after each session, especially on shared devices.
Our services are available only where local law permits. Regulations vary by region and municipality across Indonesia. We recommend that you verify with your local regulatory authority or legal resources whether castle is available in your area before opening an account. If you are unsure about your jurisdiction's laws regarding online gaming and sportsbook services, consult a local legal advisor. For more information about our jurisdiction restrictions and user responsibilities, see our legal notice page. Users are responsible for ensuring that their access and use of castle comply with their local laws.