istana Account & Payment FAQ

If you forget your istana password, go to the login page and tap "Forgot your password?". Enter the email address or username associated with your account. We send a password reset link to your email. Click the link and follow the prompts to set a new password. The reset link expires after one hour. If you do not receive the email, check your spam folder or request a new reset link. If the email address on your account is no longer active, contact our support team—we can help you recover access by verifying your identity through other details.

istana does not charge deposit or withdrawal fees. When you deposit via DANA, e-wallet, mobile banking, local payment, online payment, or e-wallet, the payment amount goes directly into your istana account without any deduction by us. When you withdraw funds to your bank account (mobile banking, local payment, online payment, e-wallet) or mobile wallet, istana does not deduct a fee. However, your bank or payment provider may charge their own transfer fee—this depends on your financial institution, not on istana. We recommend checking your bank's fee schedule before you withdraw. Deposit and withdrawal processing times depend on your payment method.

We do not offer a demo mode on istana. All games (slots, live-dealer tables, sports markets) require you to have an account and a real balance to play. You do not need to deposit immediately—you can create a free account, and then add funds when you are ready. If you have questions about how a specific game works, our support team can explain the rules and payout structure by email or in-app chat. Many slot games (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways) display their rules and odds on their info screens before you play.

istana tracks your account activity and assigns a loyalty tier based on your gameplay and deposits over time. Higher tiers unlock benefits such as faster withdrawal processing, dedicated support contact, and tournament invitations. You earn tier points by playing games and depositing funds. Your tier is visible in your account settings. Tier progression is automatic—there is no application needed. If you have questions about your current tier or how to advance to the next level, contact our support team. Tier benefits apply only to active accounts in good standing and are subject to our Terms & Conditions

We accept deposits from a range of amounts depending on your payment method. mobile banking, local payment, online payment, e-wallet, and mobile banking transfers typically support small to medium deposits. local payment and direct bank transfers (online payment, e-wallet, mobile banking, local payment) support larger amounts. The exact minimum and maximum for each method are shown in your istana account when you select a payment option. If you want to deposit a specific amount and are unsure which payment method supports it, use the deposit selector in your account and the system will show you which methods are available. Our support team can also answer questions about account preferences during business hours.

Our support team handles English and Indonesian during business hours. We respond to account questions, payment issues, game rule clarifications, and account security concerns via email and in-app messaging. Response times vary depending on the volume of inquiries—our team aims to reply within a reasonable timeframe during office hours. For urgent account issues (suspected unauthorized access, payment delays), contact us immediately. We do not offer live chat support, but you can leave a message and we will get back to you. For routine questions, this FAQ page often has an answer already available.

No. Each person may hold one istana account only. Duplicate accounts are not allowed under our Terms & ConditionsIf we detect multiple accounts linked to the same person (same email, phone number, payment method, or device), we may close all but one account and may freeze any funds involved. This rule protects our users and ensures fair play. If you have accidentally created two accounts, contact our support team—we can help you close the extra account and consolidate your funds into the one you wish to keep. During holidays such as Idul Fitri or Idul Adha, we may be slower to respond, so plan ahead if you need account adjustments.

istana uses industry-standard encryption to protect your login credentials and payment data in transit to our servers. Your password is hashed and never stored in plain text. We require two-factor authentication (optional but recommended) to add an extra layer of security to your account. When you withdraw funds, we review your account for compliance before processing to prevent fraud. Your identity documents (uploaded for KYC verification) are stored securely and are not shared with third parties except as required by law. For full details on how we collect, store, and use your data, review our Privacy PolicyIf you have specific security concerns, contact our support team.

istana hosts tournaments for popular slot games including Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. Tournaments run on a fixed schedule—most days have at least one daily tournament, and we schedule larger weekly events on specific days. Tournament times are listed in your istana account under the "Tournaments" or "Events" menu. You can join a tournament during its registration window by depositing your entry amount. Tournament rules, payout structure, and leaderboard rankings are displayed before you join. For details about upcoming tournaments during holidays like Idul Adha or around major events like Liga 1 matches, check the istana app or website for the current schedule.

Yes. istana offers sportsbook coverage for football tournaments including Liga 1, Piala Indonesia, Piala AFF, Champions League, and Premier League. You can view upcoming matches, odds, and market options in the sportsbook section of your account. Match schedules update when official league announcements are made. Odds and available markets vary by match and are set by our trading team. You can place bets during the pre-match window (before the match starts). In-play betting during a live match may also be available for selected fixtures. For specific questions about odds, available markets, or match schedules, check the sportsbook in your istana account or contact our support team.

istana offers live-dealer tables including blackjack, roulette, baccarat, and Dragon Tiger. Tables are hosted from multi-camera studios and are managed by professional dealers. Each table has set bet limits and game rules displayed before you join. You can watch a table and join when you are ready. Live-dealer games require an active account balance and an internet connection. Game results are fair and transparent. If you have questions about a specific table's rules or limits, click the table info button before you join. Tables operate during scheduled hours—check your istana account for availability and game hours.

Yes. istana offers betting on esports tournaments and matches, including Mobile Legends, Free Fire, and PUBG Mobile. Esports markets appear in the sportsbook section alongside traditional sports. Match schedules and odds are updated regularly as tournaments are announced. Esports odds and markets vary by match and are subject to availability. You can place pre-match bets on most tournaments. If an esports event is cancelled or postponed, we handle bets according to our Terms & ConditionsFor specific questions about esports coverage or match availability, contact our support team during business hours.

If you suspect unauthorized access to your istana account, contact our support team immediately. Change your password right away if you can still access your account. Enable two-factor authentication to prevent future unauthorized logins. Do not share your password or two-factor authentication code with anyone. Our support team can review your account activity and help secure it. In cases of suspected fraud or unauthorized withdrawal, we may freeze your account temporarily while we investigate. Provide our team with any details you remember about the suspicious activity—the date, time, and what was unusual. We work with you to resolve account security issues during business hours.

Our Terms & Conditions page outlines your rights, responsibilities, and limitations when using istana. The Privacy Policy explains how we collect, store, use, and protect your personal data. The Legal Notice page sets out our service availability and jurisdiction restrictions. All three documents are binding—by opening an account on istana, you agree to them. We recommend reading them before you deposit. If anything is unclear, contact our support team for clarification. These policies are updated periodically, and we notify you of material changes via email or account notification.

istana services are available only where local law permits. Our services are not available in all countries or regions. You are responsible for verifying that access and use of istana comply with the laws of your jurisdiction. We do not offer our services in jurisdictions where online wagering is prohibited by law. If you are unsure whether istana is available in your location, contact our support team or review our Legal Notice page. Access to istana from unsupported jurisdictions may result in account closure and forfeiture of funds. We use standard compliance checks to verify user location, and accounts found to be in restricted jurisdictions will be subject to our terms and may be closed at our discretion.

KYC verification is required before you can withdraw funds from istana. You upload a copy of your identity document (passport, driver's license, or national ID) and a recent proof of address via your account settings. Our team reviews these documents during business hours. Verification typically completes within a business day, but may take longer if documents are unclear or if we need additional information. You will receive an email or in-app notification when your verification is complete or if we need you to resubmit documents. Delays during holidays such as Idul Fitri or Imlek may occur. You can still deposit and play games before verification, but you cannot withdraw until your identity is confirmed.