polawedeFrequently Asked Questions

polawede requires three documents before your first withdrawal:

1. A government-issued identity document (ID card, passport, or driver's license) showing your full name, date of birth, and photo.
2. Proof of residence — a utility bill, bank statement, or rental agreement dated within the past three months, showing your registered address.
3. Proof of payment method ownership — if depositing via DANA, e-wallet, mobile banking, or local payment, a screenshot or download statement showing your name and phone number linked to that account.

Upload images or PDFs through your polawede account settings under "Verification." Our compliance team reviews documents within one business day. Users in Jakarta, Surabaya, Bandung, Medan, and Semarang follow the same verification process. If your documents are rejected, we notify you by email with a reason; you may resubmit corrected documents immediately.

If you forget your polawede password:

1. Go to the login page and click "Forgot password?"
2. Enter your email address associated with your polawede account.
3. Check your email inbox for a password-reset link (it arrives within subject to verification; check spam if not visible).
4. Click the link, enter a new password (minimum 8 characters, including uppercase, lowercase, and numbers), and confirm it.
5. Log in with your new password.

The reset link expires after 24 hours. If you do not receive the email, verify the email address you entered matches your account registration, then request a new link. If you cannot access the email address registered with your polawede account, contact our support team and provide government ID for identity verification.

Never share your password with anyone, including polawede staff. Our team will never ask for your password via email or chat.

polawede allows users to modify account settings and manage activity through the Account Settings menu. You can:

• Update your email address, phone number, and payment method information.
• Change your display name and language preference.
• Review and download your complete transaction history, including deposits, withdrawals, and game activity.
• Set a note or memo field for personal tracking (e.g., session tracking or budget notes).

If you wish to temporarily pause account access for any reason, contact our support team. We can set a temporary restriction that prevents login and deposits for a period you specify (e.g., 7 days, 30 days, or 1 year). Temporary restrictions do not affect your account balance or existing withdrawals in progress.

For permanent account closure, submit a written request via email to support with your username and registered email. We confirm closure within 3 business days; any remaining balance is forfeited unless you arrange a final withdrawal first.

Deposits via local payment, online payment, e-wallet, or mobile banking on polawede follow this flow:

1. Log in to your polawede account and select "Deposit."
2. Choose your payment method (local payment, online payment, e-wallet, mobile banking, local payment, online payment, or bank transfer via e-wallet, mobile banking, local payment, online payment).
3. Enter your deposit amount and confirm the transaction.
4. For e-wallet, mobile banking, local payment, or online payment, you are redirected to the payment app or web portal; authorize the transfer with your PIN or biometric verification.
5. Once confirmed, funds arrive in your polawede account immediately (within seconds to subject to verification).

Your payment account must be registered in your own name and match the identity document you provided during KYC verification. Deposits from third-party accounts are rejected. polawede does not charge a deposit fee; your payment provider may apply standard transaction fees.

If a deposit does not arrive after subject to verification, it may have failed at the payment provider level; check your e-wallet, mobile banking, or local payment app balance and transaction history. If funds were deducted but polawede shows no deposit, contact support with your payment transaction ID and screenshot; we investigate within 4 hours.

If a deposit fails during polawede checkout, one of the following usually occurred:

• Insufficient balance: Your online payment, e-wallet, mobile banking, or bank account does not have enough funds for the requested amount.
• Network interruption: Your internet connection dropped during the transaction; the payment app may prompt you to retry.
• Payment app authentication: You did not complete PIN or biometric verification within the time limit (usually subject to verification).
• Account restriction: Your payment provider flagged the transaction as suspicious (e.g., unusually large amount) and blocked it; contact your bank or payment app to review restrictions.

If your balance was deducted from local payment, online payment, e-wallet, or your bank but polawede shows no deposit credit after subject to verification, the funds may be held in a temporary pending state. Wait 1 hour for settlement. If still missing, contact our support team with your payment transaction ID and a screenshot of the debit from your payment app.

For withdrawals that fail, polawede refunds the amount to your account balance within 4 hours. You may then retry the withdrawal with corrected information (e.g., if the payment method is inactive) or select a different method (e.g., switch from mobile banking to local payment if online payment has restrictions).

polawede features four main game categories:

1. Live-dealer tables: Blackjack, roulette, baccarat, Dragon Tiger, Sic Bo, and other games with real dealers and live video feeds from multi-camera studios.
2. Sportsbook: Football markets on Liga 1, Piala Indonesia, Piala AFF, Champions League, and Premier League; badminton and MotoGP tournaments; esports including Mobile Legends, Free Fire, and PUBG Mobile.
3. Slots: Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways, and other spin-based games.
4. Esports: Competitive gaming markets covering Mobile Legends, Free Fire, PUBG Mobile, and other esports events.

All games are accessed from a single polawede account; your balance applies across all categories. Game availability may vary based on your jurisdiction and current market hours.

Free bets and free spins are promotional credits that polawede periodically offers to new and existing accounts. Free bets allow you to place sportsbook wagers without deducting your account balance; free spins are used on slot games (e.g., Aviator or Sweet Bonanza) without using real funds.

Free credits cannot be withdrawn as cash. Any winnings from free bets or free spins must be wagered an additional time (called a "playthrough" requirement) before withdrawal. If a promotion offers a "our matching offer bonus on your next deposit," it means polawede matches a percentage of your deposit as extra betting credit, subject to terms and conditions.

Not all users receive every promotion. Availability is based on account location, deposit patterns, and regional restrictions. For details on current offers, check your polawede account Promotions section or contact support.

polawede support staff handle inquiries primarily in English and Indonesian. Our live chat team is available to answer account, payment, game rule, and security questions in both languages during business hours. For non-urgent inquiries, email support accepts messages in English or Indonesian and responds within one business day.

If your preferred language is not English or Indonesian, you may still contact us; we will respond in English if our Indonesian speakers are unavailable. Game interfaces on polawede support multiple display languages (including English, Indonesian, Thai, Vietnamese, and others); your account language preference is set during registration and can be changed anytime in Account Settings.

Live dealers on polawede tables speak English and Indonesian; table chat is available in both languages. Sportsbook odds, game rules, and account statements are displayed in your chosen account language.