ace99 FAQ

We at ace99 do not operate globally. Our service is available only in jurisdictions where local law permits online gaming. Before you open an account, you must confirm that your jurisdiction permits access to our platform and that your use complies with local regulations. Users in Jakarta, Surabaya, Bandung, Medan, and Semarang should verify their own regional requirements. We implement geolocation and identity checks to restrict access to supported areas. If we discover you are accessing from a prohibited jurisdiction, we will close your account and may forfeit your balance. Your responsibility is to confirm your jurisdiction's laws before signing up.

KYC (Know Your Customer) verification requires government-issued photo identification and proof of address. Acceptable ID documents include a national identity card (KTP), passport, or driver's license. For proof of address, we accept recent utility bills, bank statements, or official correspondence dated within the past three months. Upload clear scans or photos with all text legible. Our verification team reviews documents and notifies you of approval or requests for clarification. The process is part of our compliance framework and helps protect your account from unauthorised access.

We accept deposits via local payment, online payment, e-wallet, mobile banking, local payment, online payment, and Indonesian banks including e-wallet, mobile banking, local payment, and online payment. To deposit, log in to your ace99 account, select your preferred payment method, and enter the amount. You will be redirected to your payment provider's app or website to authorise the transaction. Once authorised, the funds appear in your ace99 balance immediately or within a few minutes depending on your bank's processing. Keep your payment method details current and do not share login credentials. If a deposit fails, contact our support team with your transaction reference.

Withdrawal requests are reviewed within a standard processing window. The exact time depends on your account verification status, the payment method, and current transaction volume. Verified accounts typically see faster processing than unverified ones. After our review is complete, the funds are transferred to your chosen payment method. Bank transfers may take additional time depending on your bank's settlement schedule, especially during holidays such as Idul Fitri or Idul Adha when banking systems may operate on reduced schedules. You can check your withdrawal status in your account under transaction history. If your request is delayed beyond the normal window, contact support with your reference number.

We occasionally offer promotional credits such as free bets or free spins as part of account bonuses or special events. These are displayed in your account dashboard under "Promotions" or "Offers". Free bets are credited as account balance that you can use on eligible betting markets. Free spins are applied to specific slot games and can only be used on those games. Promotional credits are subject to terms, including wagering requirements and expiry dates. Read the terms attached to each promotion to understand how long your credit lasts and what games or markets are eligible. Unused promotional credits expire on the date specified.

We at ace99 operate live-dealer tables including blackjack, roulette, baccarat, Dragon Tiger, and Sic Bo with multilingual studios and professional dealers. We also offer football and sports betting markets covering Liga 1, Piala AFF, Champions League, Premier League, and other tournaments. Our slot game library includes titles such as Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. We support esports markets for Mobile Legends, Free Fire, and PUBG Mobile. Each category has its own rules and table limits. Visit the game lobby to explore available tables and place your first bet.

We protect your personal data using encryption, secure servers, and standard security practices. Your betting history, financial information, and account details are accessible only to you and to our internal team when needed to process your requests or comply with regulatory requirements. We do not sell your data to third parties, and we do not share your information for marketing purposes without your explicit consent. Your data is stored in secure facilities with access controls and backup systems. For detailed information about how we collect, store, and use your data, see our privacy policy.

Our support team handles English and local languages. You can contact us through live chat, email, or in-app messaging. Live chat is typically the fastest way to reach us for account questions, payment issues, or technical help. Email is suitable for formal requests or documentation submissions. In-app messaging allows you to send secure messages directly from your account dashboard. Our team aims to respond during standard business hours, and escalated issues are handled by a senior support agent. If you have a question in this FAQ that does not have an answer, or if you need personalised help, reach out to support and we will assist you.