tisu FAQ
Users of our platform ask a wide range of questions about how to open and manage an account, deposit and withdraw funds, understand game rules, and keep their account secure. This page addresses the most common inquiries across account registration, payment methods, game categories, and account protection.
Our FAQ resolves straightforward operational questions—how KYC verification works, which payment methods we accept in Indonesia, what live-dealer tables and sportsbook coverage we offer, and how to contact support when you need help. For detailed legal obligations, account terms, or privacy practices, we direct you to our terms and conditions and privacy policy
Read the answers below to find information about account setup, transaction troubleshooting, game ranges, and security. If your question is not covered here, or if you require urgent assistance, our customer-support team is available via email and live chat. Our legal notice outlines our jurisdiction restrictions and service availability.
Topics covered on this page
- Account and registrationhow to start, KYC verification, password recovery, and account access
- Payments and transactionsdeposit and withdrawal via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and bank transfer
- Game rules and categoriesfootball betting, live-dealer tables (blackjack, roulette, baccarat, Dragon Tiger), slots, and esports markets
- Security and account caredata deletion, account protection, live-chat hours, and jurisdiction notices
We accept three forms of government-issued identification for KYC verification: a national ID card (KTP), a passport, or a driver's licence. Upload a clear colour photograph or scan of the front and back (for card-format IDs). The document must be valid (not expired) and match the name and date of birth you provided during registration. If your document is rejected, we explain why and allow you to resubmit. KYC is a one-time requirement for all new accounts; once verified, you do not need to re-verify unless your account is flagged for a transaction review. Users across Indonesia—in Jakarta, Surabaya, Bandung, Medan, Semarang, and other regions—follow the same KYC process.
To request permanent deletion of your tisu account and associated data, contact our customer support team via email or live chat. Provide your account username and registered email address. We will ask you to confirm the request and verify that you have no outstanding transactions or withdrawal requests. Once confirmed, we schedule your account for deletion. Depending on regulatory and compliance windows, the deletion process takes a standard processing period. After deletion, your username and email address are no longer recoverable and cannot be re-registered. For detailed information about data handling and deletion rights, see our privacy policy
Payments and transactions
If a deposit or withdrawal does not complete, check your account transaction history first. A failed deposit usually appears as "pending" or "cancelled"; funds are returned to your payment method (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, or bank account) automatically. A failed withdrawal may be held pending review if our compliance team flags the request. Contact support via live chat or email with your transaction reference number. We review the failure reason and either retry the transaction or explain why it was declined. Common causes include insufficient account balance, network interruptions, or unverified account details. Do not attempt the same transaction repeatedly; wait for our support response. We aim to resolve transaction issues within a standard processing window.
Are there fees on a deposit or withdrawal request?
Tisu does not charge deposit or withdrawal fees. However, your bank or e-wallet operator (mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment) may apply their own transaction fees depending on your account type and payment method. These fees are set by your financial provider, not by us. When you initiate a deposit, we display any applicable fees before you confirm the transaction. For withdrawals, we process your request without charging a tisu fee; any deduction comes from your selected payment provider. If you are unsure whether a fee applies, check with your bank or e-wallet before submitting the transaction. Our support team can clarify which fees are tisu-related (none) and which are your provider's responsibility.
Tisu does not charge deposit or withdrawal fees. However, your bank or e-wallet operator (mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment) may apply their own transaction fees depending on your account type and payment method. These fees are set by your financial provider, not by us. When you initiate a deposit, we display any applicable fees before you confirm the transaction. For withdrawals, we process your request without charging a tisu fee; any deduction comes from your selected payment provider. If you are unsure whether a fee applies, check with your bank or e-wallet before submitting the transaction. Our support team can clarify which fees are tisu-related (none) and which are your provider's responsibility.
Game rules and categories
Tisu offers four major game categories. Live-dealer tables include blackjack, roulette, baccarat, Dragon Tiger, and Sic Bo with real dealers in multi-camera studios; table limits vary by game. Sportsbook betting covers football tournaments (Liga 1, Piala Indonesia, Piala AFF, Champions League, Premier League), badminton, and MotoGP. Slot games include Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways, and others. Esports markets feature Mobile Legends, Free Fire, and PUBG Mobile competitions. Each game category is accessible via our platform once your account is verified. Detailed rules for each game are available in-platform when you select the game.
Free bets and free spins are promotional offers that allow you to place wagers or spin slot reels without using your account balance. Free bets may be credited after you meet an account milestone or during a promotional period; free spins are typically offered on selected slot games. When available, promotional offers appear in a dedicated section of your account dashboard and also in our platform notifications. Each offer carries terms—such as a minimum odds requirement, a playthrough threshold, or an expiration date—which are displayed before you activate the offer. Free bets and free spins are subject to account verification and may be region-specific. If you do not see any active offers, check your account settings or contact support to ask about current promotions.
Security and account care
Our customer-support team offers live chat during our standard business hours. Response times vary depending on queue length and the complexity of your question. Outside of live-chat hours, you can submit a support request via email and we will respond within a standard processing window. Urgent issues—such as account access problems or failed withdrawals—should be flagged in the live-chat subject line or email title so our team prioritizes your request. Live-chat availability is displayed on the support page when you log into your tisu account. During public holidays like Idul Fitri, Idul Adha, Imlek, and Nyepi, support may be delayed; we provide advance notice of any holiday closures.
Protect your tisu account by using a strong, unique password (at least 8 characters with letters, numbers, and symbols), enabling two-factor authentication if available, and never sharing your login credentials. Do not click suspicious email links claiming to verify your account; we only send verification links to the email address you registered. Keep your registered email and mobile number current so you receive account alerts. Log out after each session, especially on shared devices. Monitor your transaction history regularly for unauthorized activity. If you suspect your account has been compromised, change your password immediately and contact support. Our privacy policy and terms and conditions detail how we protect your data and your obligations to keep your account secure.