fatcaiFrequently Asked Questions

We require two documents to verify your identity on fatcai: a government-issued ID (national passport, ID card, or driver's licence) and a recent proof of residential address (utility bill, bank statement, or government letter dated within 90 days). Both must be clear photographs or scans with all four corners visible and text legible. We accept JPEG, PNG, and PDF formats up to 5 MB each. Upload both documents through your fatcai account settings under "Verify account". Our team reviews submissions within 24 hours during business hours. Once approved, your account remains verified permanently for all future withdrawals across Jakarta, Surabaya, Bandung, and other supported regions.

Withdrawal requests from verified fatcai accounts are reviewed within standard processing windows. The actual transfer time depends on your chosen payment method: e-wallet transfers (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet) typically arrive within the payment processor's standard window; bank transfers (mobile banking, local payment, online payment, e-wallet) depend on your bank's processing schedule. We do not guarantee exact delivery times—factors like bank maintenance, public holidays (Idul Fitri, Idul Adha, Imlek, Nyepi), and payment processor delays are outside our control. Once your withdrawal is approved by fatcai, we pass it immediately to the payment processor. Track your withdrawal status in your account transaction history. If a transfer does not arrive within the expected window, contact support with your request ID.

Before your first session on fatcai, read our Terms of Servicethis covers account eligibility, deposit and withdrawal terms, game rules, and prohibited activities. It also explains our Legal Notice regarding jurisdiction restrictions: our service is available only where local law permits, and you alone are responsible for verifying that access complies with the laws of your jurisdiction. Each game category (football betting, live-dealer tables, slots, esports) has specific rules documented in our platform. Football betting rules cover match-winner, total goals, handicap, and other market types. Live-dealer games follow standard casino rules (blackjack, roulette, baccarat, Dragon Tiger). Slot games are automated; outcomes are determined by certified random-number generators. Read game-specific rules before placing any money.

Fatcai members accumulate points based on net activity (deposits minus withdrawals) across the platform. Points accrue over time as you engage with football betting, live-dealer tables, slots, or esports markets. Your accumulated points determine your tier level, which unlocks status benefits including priority support, higher withdrawal limits, and special event access. Tiers reset on a calendar-year basis. Your current tier and point balance are visible in your fatcai account dashboard. Points do not expire within the same calendar year; any unused points at year-end are forfeited. We do not offer a cash conversion rate for points—they are used only for tier progression and unlocking tier-specific benefits. Contact support if you have questions about your specific tier status or benefits eligibility.

We collect and store your email, phone number, verified name and address, and payment method details to operate your fatcai account. We use encryption to protect all data in transit and at rest. We do not sell your personal information to third parties. Our Privacy Policy contains full details on data collection, storage, retention, and deletion. We may disclose your account information to law enforcement, tax authorities, or financial regulators if required by legal process—by opening a fatcai account, you consent to these potential disclosures. You can request a copy of your personal data or request deletion of non-essential information by contacting support. Deletion requests are processed subject to our legal and anti-money-laundering obligations. We retain transaction records for at least seven years for compliance purposes.

Contact our fatcai support team via live chat on the platform (available in English and Indonesian) or send an email to our support address listed in your account settings. Include your username or email address, the date and time of your issue, and a clear description of what happened. For account or payment issues, also include your transaction ID or request reference number if available. We aim to respond to all emails within 24 hours during business hours (Monday to Friday, standard time zone). Urgent issues (account locked, payment error, suspected fraud) should be reported via live chat for faster response. Check your email spam folder if you do not receive our reply within 24 hours, then resubmit your inquiry.

Fatcai services are 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. Access from cities like Jakarta, Surabaya, Bandung, Medan, Semarang, and Yogyakarta depends on local gaming law and your internet service provider's policies. Your ISP or bank may block access to fatcai regardless of local law—this is outside our control. If you cannot reach the platform, contact your ISP to understand why. We do not provide tools to circumvent geographic blocks. By opening a fatcai account, you confirm that access and use comply with the laws of your jurisdiction. If we discover non-compliance, we close your account immediately. See our Legal Notice for full jurisdiction details.

If your deposit via mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, or bank transfer does not complete, the funds remain with your payment provider and fatcai. Check your fatcai transaction history to see the request status (pending, failed, or completed). If the status shows "failed", the payment processor rejected the transfer—your bank or e-wallet account should reflect the funds back within 1–3 business days. If funds are deducted from your bank account but do not appear in your fatcai balance, contact your bank first to confirm the transfer status, then contact fatcai support with your bank's transaction reference. For withdrawals that do not complete, contact support immediately with your withdrawal request ID. We investigate discrepancies and restore funds or resubmit the request as needed.