alpacuan FAQ
Users of alpacuan ask questions about account setup, payment methods, game rules, security, and how our platform works. This page answers the most common queries we receive from members across Jakarta, Surabaya, Bandung, Medan, and Semarang who are starting their first session or managing their existing account.
Our FAQ covers account registration and KYC verification, deposits and withdrawals through DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and bank transfer, game rules for sportsbook and live-dealer tables, promotional offers, and account security. Each answer is written to help you get started quickly and understand how alpacuan operates.
If you cannot find an answer in this FAQ, or if your question is about a specific transaction or account issue, contact our support team through the in-app chat. For detailed legal information about our service terms, account rights, and jurisdiction notice, please read our Terms of Use and Privacy Policy
Topics covered in this FAQ
- Account and registrationhow to open an account on alpacuan, KYC document requirements, password reset, and two-factor authentication
- Deposits and withdrawalspayment methods, processing times, fees, and transaction limits
- Games and rulessportsbook rules, live-dealer table mechanics, slot game instructions, and market coverage
- Security and supportaccount protection, support channels, service availability, and your rights on alpacuan
Read the answers below to find information about opening and using your alpacuan account, making deposits and withdrawals, understanding game rules, and keeping your account secure. Each answer is written by our support team based on questions we hear regularly from our members.
Account and Registration
When you register on alpacuan, we ask for your name, email, phone number, and date of birth. Our KYC (Know Your Customer) verification process requires a government-issued identity document—such as a passport, national ID card (KTP), or driver's license—and proof of your current address, such as a recent utility bill, bank statement, or lease agreement. Photographs of both documents taken on your phone are acceptable. We do not charge a fee for verification. Processing typically takes one business day. Once verified, you can deposit and withdraw on alpacuan. If your documents are unclear or do not match your registered name and date of birth, we will ask you to resubmit.
alpacuan does not charge a fee for deposits or withdrawals. When you deposit via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, or direct bank transfer through mobile banking, local payment, online payment, or e-wallet, all funds go into your alpacuan balance. Your payment provider—mobile banking, local payment, online payment, or your bank—may charge their own transaction fee; that is between you and your provider. Similarly, when you withdraw from alpacuan, we do not deduct a fee from your balance. Your bank or fintech provider may charge a fee for receiving the transfer. We recommend checking your payment provider's terms if you have questions about their fees.
You can adjust your account preferences—such as your email address, phone number, or preferred language—by logging into alpacuan and navigating to Account Settings. Two-factor authentication can be enabled or disabled from the Security section. If you wish to pause your account temporarily, contact our support team through in-app chat and specify the length of the pause. We can temporarily restrict your access for a week, a month, or longer at your request. This differs from closing your account, which is permanent and forfeits any remaining balance. You can request account closure through support at any time.
Deposits and Withdrawals
alpacuan does not charge a fee for deposits or withdrawals. When you deposit via e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, or direct bank transfer through local payment, online payment, e-wallet, or mobile banking, all funds go into your alpacuan balance. Your payment provider—local payment, online payment, e-wallet, or your bank—may charge their own transaction fee; that is between you and your provider. Similarly, when you withdraw from alpacuan, we do not deduct a fee from your balance. Your bank or fintech provider may charge a fee for receiving the transfer. We recommend checking your payment provider's terms if you have questions about their fees.
Yes, alpacuan accepts direct bank transfers from mobile banking, local payment, online payment, and e-wallet. When you select "Bank Transfer" during deposit on alpacuan, you will see account details for each bank. You transfer the amount from your personal account to our alpacuan account via your bank's app or online banking platform. Processing times depend on your bank and typically take one to two business days. During banking holidays such as Idul Fitri, Idul Adha, Imlek, or Nyepi, transfers may take longer. We recommend using a fintech method like mobile banking, local payment, online payment, or e-wallet if you need funds to appear more quickly, as these often process within minutes.
When you request a withdrawal on alpacuan, we process your request during standard banking hours. If you withdraw via mobile banking, local payment, online payment, or e-wallet, funds typically appear in your account within minutes to a few hours. Bank transfers through mobile banking, local payment, online payment, or e-wallet may take one to two business days depending on your bank's processing time. During major holidays, processing may extend by one to two additional business days. We verify all withdrawals before sending funds to prevent fraud. If our team detects any suspicious activity, we may request additional information such as a copy of your ID or proof of payment method ownership, which can add one business day to processing.
Games and Rules
Before you start playing on alpacuan, familiarize yourself with the rules of the specific game or market you choose. For sportsbook wagers, review the rules for the tournament (Liga 1, Piala Indonesia, Piala AFF, Champions League, or Premier League) and the specific market (match winner, over/under, handicap, etc.). For live-dealer tables such as blackjack, roulette, baccarat, or Dragon Tiger, read the table rules displayed before you join. For slot games such as Aviator, Sweet Bonanza, or Gates of Olympus, understand the payout structure and any bonus features. Each game displays its rules prominently on alpacuan. Our support team is available if you have questions about specific rules before you start.
alpacuan periodically offers a weekly cashback promotion to members. Terms are subject to change; the current cashback offer is displayed in the Promotions section of your account. Generally, a cashback offer applies a small percentage of your net losses from a specified time period back to your alpacuan balance. Cashback is credited automatically at the end of each promotion period, usually on a Monday. Terms and conditions apply, such as minimum gameplay thresholds or wagering requirements on the cashback amount. Read the Promotions section carefully before relying on a cashback offer, and contact support if you have questions about whether you qualify.
alpacuan offers four main categories: sportsbook markets covering football leagues (Liga 1, Piala Indonesia, Piala AFF, Champions League, Premier League) and other sports such as MotoGP and badminton; live-dealer tables including blackjack, roulette, baccarat, and Dragon Tiger with multi-camera studios; slot games such as Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways; and esports markets covering Mobile Legends, Free Fire, and PUBG Mobile tournaments. All categories are accessible on alpacuan via mobile app or web browser.
Security and Support
Our alpacuan support team handles inquiries in English and Indonesian. You can contact support through the in-app chat feature, available during standard business hours. For urgent issues outside business hours, you can submit a written inquiry, and our team will respond the next business day. We aim to resolve simple account and payment questions within a few hours. More complex disputes may take longer. If you cannot find the answer to your question in this FAQ or our Help section, reaching out to support is the fastest way to get assistance.
alpacuan services are available only in jurisdictions where online wagering is permitted by local law. We do not knowingly offer our platform to users in jurisdictions where such services are prohibited. You are responsible for verifying that access to alpacuan is legal in your location. If you are unsure, consult a legal advisor familiar with your jurisdiction's gambling laws. Our Terms of Use include a full jurisdiction notice explaining your responsibilities as a user.
Two-factor authentication (2FA) on alpacuan adds an extra layer of security to your account. When enabled, you must enter a code sent to your phone via SMS in addition to your password when logging in or making a withdrawal. To enable 2FA, go to Account Settings → Security and follow the setup steps. We recommend using 2FA to protect your account from unauthorized access. If you lose access to your phone number, contact our support team to disable 2FA and regain access to your account using your identity verification documents.
If you suspect unauthorized access to your alpacuan account, change your password immediately and contact our support team through in-app chat. Provide details of any unauthorized transactions. We will investigate and may temporarily freeze your account to prevent further unauthorized activity. Review your transaction history and verify all deposits and withdrawals are your own. Enable two-factor authentication if you have not already done so. Never share your password, PIN, or two-factor authentication codes with anyone, including alpacuan staff or support members.