monke FAQ

monke is available only in jurisdictions where local law permits online gaming. We do not operate under a single global license. We do not claim to be licensed in Indonesia or any specific country. Users are responsible for verifying that access and use comply with the laws of their own jurisdiction. If you access monke from Jakarta, Surabaya, Bandung, Medan, or any other location, you must confirm that online gaming is lawful in your area before you proceed. If you are unsure, consult local legal counsel or contact your local gaming regulator. Our Legal Notice sets out our full position on jurisdiction and service availability.

Opening an account on monke takes subject to verification. Visit our Open account page and enter your username, email address, password, and mobile number. Confirm the terms of use. We send a verification link to your email. Click the link to activate your account. Next, we ask you to complete KYC verification: upload a photo ID (passport, national ID, or driver's license) and a proof of address (utility bill or bank statement). Our verification team reviews your documents within 24 hours. Once approved, your account is fully active and you can deposit and play. If you have questions during registration, contact our support team.

Log in to your monke account and go to Account Settings. You can update your email, mobile number, password, and notification preferences. You can enable two-factor authentication for added security. If you wish to pause your account temporarily, contact our support team and we can place a hold on your account for a specified period. During a hold, you cannot log in or place any activity, but your balance remains intact. When the hold period ends, your account reactivates automatically. If you wish to close your account permanently, we can do that as well. We will return your cash balance to your original payment method within a reasonable timeframe.

If a deposit does not complete, the funds remain with your payment provider (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, or your bank). Check your payment provider's app or statement to confirm the transaction status. If the transaction was deducted from your account but did not appear on monke, contact our support team with your transaction ID. We investigate all incomplete transactions and can usually resolve them within 24 hours. If a withdrawal does not complete, we notify you by email and attempt to resend the funds to your original payment method. Withdrawals typically process within 1-3 business days, depending on your payment provider and bank processing times.

Yes. monke supports deposits and withdrawals via mobile banking, local payment, online payment, and e-wallet. You can deposit by bank transfer to our virtual account number, which is generated when you select bank transfer as your deposit method. The virtual account number is unique to your monke account and remains active for 24 hours. Transfer the amount you wish to deposit to this virtual account. The funds appear on your monke account within minutes. For withdrawals, we send funds back to the bank account you registered during KYC verification. Withdrawals to mobile banking, local payment, online payment, and e-wallet typically complete within 1-2 business days. If you have questions about bank transfer deposits or withdrawals, contact our support team.

Free bets and free spins are promotional credits that we award to new and existing users. Free bets can be used on sportsbook markets (football, esports, MotoGP, badminton). Free spins can be used on specific slot games (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways). When you receive a free bet or free spin, it appears in your account as a separate balance. You can see your free-bet balance and free-spin balance in your Account menu. Free bets and free spins have expiration dates and usage terms. Read the terms carefully before using them. Winnings from free bets and free spins are subject to rollover requirements before you can withdraw them. Contact our support team if you have questions about your free bets or free spins.

Live-dealer tables are streamed in real time from our studios. A real dealer manages the game (blackjack, roulette, baccarat, Dragon Tiger). You see the dealer and other players on video and interact with them via chat. Results depend on real dealer actions and real card or wheel outcomes. Slots are automated games powered by certified random-number generators. You spin the reels and results are determined by the RNG algorithm. Slots do not involve a dealer or other players. Both game types are fair and certified. Live-dealer tables offer a social experience and real-time interaction. Slots offer faster gameplay and lower minimum bets. Choose the game type that suits your preference.

We respond to all support queries within one business day. If you contact us via live chat during business hours, we respond within minutes. If you email us or contact us outside business hours, we respond within 24 hours. For urgent issues (account lockout, payment problems, security concerns), contact our live chat team immediately. We prioritize urgent issues and resolve them as quickly as possible. For non-urgent questions (game rules, account preferences, general information), email is fine and we respond within 24 hours. During major holidays (Idul Fitri, Idul Adha, Imlek), response times may be longer. We notify users of holiday schedules in advance.

On the login page, click "Forgot your password?" Enter your email address. We send a password reset link to your email. Click the link and create a new password. The link expires after 24 hours for security. If you do not receive the email, check your spam folder. If you still cannot reset your password, contact our support team. We can verify your identity and help you regain access to your account. Always use a strong password (uppercase, lowercase, numbers, symbols) and never share your password with anyone. Enable two-factor authentication for added security.

Yes. We protect your account data using SSL encryption, password hashing, and secure server infrastructure. Your personal data is accessible only to authorized staff and is never sold to third parties. We comply with standard data protection practices and regularly audit our security systems. We use two-factor authentication to protect your account from unauthorized access. If you suspect unauthorized activity on your account, change your password immediately and contact our support team. We investigate all security concerns and can help you secure your account. For detailed information about how we handle your data, see our Privacy Policy

If you notice suspicious activity (unauthorized login, unexpected withdrawal, unfamiliar transactions), contact our support team immediately. Change your password right away. We investigate all suspicious activity and can freeze your account to prevent further unauthorized access. If funds were withdrawn without your authorization, we can review the transaction and may be able to reverse it. Enable two-factor authentication to prevent future unauthorized access. Do not share your password, email, or mobile number with anyone. Be cautious of phishing emails that claim to be from monke. We never ask for your password via email or chat. If you receive a suspicious email claiming to be from monke, forward it to our support team.