pookiFrequently Asked Questions

If you forget your pooki password, visit the login page and click the "Forgot password?" link. Enter the email address associated with your account. We will send you a password-reset link to that email within a few minutes. Click the link, enter your new password (at least 8 characters, with uppercase, lowercase, numbers, and symbols), and confirm. Your new password will be active immediately. If you do not receive the email, check your spam folder or contact our support team. If you have lost access to your email address, contact us directly with proof of identity (ID photo and address document) and we can help restore your account access.

When you open a pooki account, we ask for your full name, date of birth, email address, mobile number, and residential address. You will also choose a username and password. During initial registration, you provide this information directly. Before your first withdrawal, we require identity verification (KYC): you upload a photo of your national ID (KTP, passport, or driver's licence), a proof of address (utility bill, bank statement, or rental agreement), and a selfie. Our compliance team reviews these documents within 24 hours on business days. Once verified, your account is fully active and you can deposit and withdraw funds.

If you cannot log in, or if you notice unusual account activity, contact our support team immediately. Use live chat, email, or phone — we are available in English and Indonesian with response times typically one to four hours. We can verify your identity and investigate. If your account has been compromised, we will help you secure it, reset your password, and review recent transactions. We monitor for suspicious activity, including duplicate accounts and unusual login patterns, and we use geolocation and device fingerprinting to protect accounts. In the meantime, do not share your password or personal information, and use a strong, unique password.

pooki accepts deposits via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and bank transfers (mobile banking, local payment, online payment, e-wallet). Deposit ranges vary by payment method and your account status, but we support both small and large transactions. For e-wallets like mobile banking and local payment, typical deposits range from modest amounts up to several million rupiah per transaction. Bank transfers via online payment, e-wallet, mobile banking, and local payment follow your bank's daily and monthly limits. Your first deposit may be subject to verification; subsequent deposits typically process within minutes. For exact limits applicable to your account and payment method, check the deposit page on pooki or contact our support team.

Withdrawal requests on pooki are typically reviewed and processed within a standard timeframe. Once you submit a withdrawal request, our compliance team verifies the request against your account history and Know Your Customer (KYC) documentation. The exact processing window depends on your account status, the withdrawal method, and whether additional verification is needed. Most withdrawals to verified accounts process within normal business hours. Withdrawals during major holidays like Idul Fitri, Idul Adha, Imlek, and Nyepi may experience longer windows due to bank closures. If your withdrawal is delayed, contact our support team with your request ID and we will investigate. You can check your withdrawal status anytime in your account history.

Our pooki support team is available via live chat, email, and direct message. We operate in English and Indonesian with typical response times of one to four hours during standard business hours. Live chat is the fastest channel for urgent issues. For account-specific questions (login, verification, withdrawals), email support works well and provides a documented record. You can also reach us via our in-app messaging system. We maintain basic coverage during weekends and major holidays. If your issue is time-sensitive, mark it as priority in your message and our team will escalate it. For technical issues, include details such as your device type, browser, and a description of the error.

Bonus offers on pooki come with specific terms and conditions that you accept when you claim a bonus. Typical terms include a playthrough requirement (how many times you must wager the bonus amount before you can withdraw it), game restrictions (some bonuses apply only to certain games, such as live-dealer tables or slots), and an expiration date. New-member bonuses, reload promotions, and seasonal offers each have their own conditions. Always read the full terms before claiming. You can view your active bonuses and their playthrough progress in your account dashboard. If you are unsure about bonus terms, contact our support team for clarification. Bonuses are subject to our Terms & Conditions, which outline withdrawal requirements and eligibility criteria.

Before placing your first wager on pooki, read our Terms & Conditions, which cover account eligibility, game rules, bonus conditions, withdrawal requirements, and dispute resolution. Also review our Jurisdiction Notice to confirm that our services are available where you are located — services are available only where local law permits, and you are responsible for verifying compliance with your own jurisdiction's regulations. Familiarise yourself with the specific rules of any game you plan to play: for sportsbook markets like Liga 1 and Piala AFF, understand how odds work and what triggers a settlement. For live-dealer tables such as blackjack and baccarat, learn the house rules and table limits. For slots like Aviator and Sweet Bonanza, check the RTP (return to player) and volatility. If you have questions, our support team can explain rules in detail.

To protect your pooki account, use a strong password (at least 8 characters with uppercase, lowercase, numbers, and symbols) and never share it with anyone, including our staff. Enable any two-factor authentication options available in your account settings. Log out of your account when using a shared device, and do not save your password in your browser. Monitor your account regularly for unusual activity. If you notice unfamiliar logins or transactions, change your password immediately and contact our support team. pooki uses encryption, fraud-detection tools, and geolocation monitoring to protect accounts. We will never ask for your password via email or live chat. If someone claims to be from pooki and asks for your password, it is a scam — report it to us immediately.