sudirman FAQ

Our weekly cashback offer gives eligible users a percentage return on net losses (turnover minus winnings) from the previous week. Cashback is calculated automatically every Monday morning based on activity across live-dealer tables, sportsbook (Liga 1, Piala AFF, Champions League), and slot games. Eligibility requires at least one successful deposit in the current week and account verification. Cashback is credited as bonus credit, not cash, and may be withdrawn once you meet the playthrough requirement (stated when the bonus is credited). Cashback does not apply to accounts under review, accounts that have triggered fraud detection, or accounts that have submitted a withdrawal request in the same week. Check your account promotions section for details on the current week's cashback calculation.

Before your first session, we recommend reviewing three core documents. First, the account terms cover registration, KYC verification, account closure, and dispute resolution. Second, the privacy policy explains how we collect, store, and use your personal data. Third, the game-specific rules for any games you plan to play (live blackjack, roulette, baccarat, Liga 1 sportsbook, or slots)—these are accessible in-game or via the sudirman support menu. New players should also understand that sudirman services are available only where local law permits; you are responsible for verifying legality in your jurisdiction. If you have any questions about these documents, contact support before you play.

We protect your personal information with industry-standard encryption (TLS 1.2 or higher) during transmission and storage. Your national ID, proof of address, and other KYC documents are encrypted and stored on secure servers with restricted access. Documents are retained only as long as necessary for compliance and account recovery—typically 90 days after verification; older documents are securely deleted. We do not sell, rent, or share your personal data with third parties except where required by law (fraud investigation, account recovery, regulatory compliance). Our privacy policy details all data retention periods, access controls, and your rights. If you believe your account has been compromised, contact support immediately—we will audit your account activity and help you restore security.

We offer support via three channels. Live chat is the fastest—open the chat widget in the sudirman app or website to speak with an agent; typical response time is under subject to verification during business hours (Monday to Sunday, 10:00 to 22:00 local time). Email support is available 24/7 at [email protected]; we reply within 4 hours on weekdays and 8 hours on weekends. For account or security emergencies outside business hours, our email support provides 24/7 response. All our agents speak English and Indonesian. If you are having trouble accessing your account, include your username and email in your support message so we can help you quickly.

If a deposit via mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, or bank transfer does not complete, you will see a "Failed" or "Pending" status in your transaction history. For pending deposits, wait subject to verification—most complete automatically. For failed deposits, the funds are returned to your payment method within 1 to 3 business days (banks in Jakarta, Surabaya, and other major cities often process faster). Check your payment method's app or account to confirm the reversal. If funds are not returned after 3 days, contact support with your transaction ID and payment method details—we will investigate and may file a claim with the payment processor. For incomplete withdrawals, check your status in the sudirman app; if still "Pending" after 2 business days, contact support immediately.

To protect your sudirman account, enable two-factor authentication (2FA) via SMS or email in your account settings. Use a strong, unique password (at least 8 characters with uppercase, lowercase, and numbers) and change it every 3 months. Do not share your password or 2FA code with anyone, including sudirman staff. Log out after each session, especially on shared devices. When you log in from a new location or device, we may ask for identity verification—this is normal. Monitor your account activity regularly in the sudirman app. If you see unauthorised transactions, immediately change your password and contact support. We use fraud detection to flag unusual activity (large withdrawals, rapid account changes); these alerts help protect you even if your account is compromised.