chinahokiFrequently Asked Questions

When you open an account on chinahoki, we require your full name, email address, mobile number, and date of birth. Before your first deposit, we conduct KYC (know-your-customer) verification using a valid national ID. For Indonesian users, we accept the KTP (Kartu Tanda Penduduk). You will upload a clear photo of both sides of your ID through our account portal. We may also ask for proof of address — a recent utility bill or bank statement showing your name and address. Verification typically completes within one business day. If your documents are unclear or do not match your account information, we will request new submissions. Users in Jakarta, Surabaya, Bandung, Medan, and Semarang follow the same verification process.

No. Each user is permitted one account on chinahoki. If we detect that you are operating multiple accounts under your name, related names, or using the same payment method, we will close all duplicate accounts and may forfeit any balance. Multiple accounts violate our terms and conditions. If you forget your password, use the password-recovery link on the login page to reset it rather than opening a new account. If you have other questions about account access, contact our support team.

Chinahoki does not charge fees on deposits or withdrawals. However, your bank or e-wallet provider (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet) may apply their own fees depending on the transaction type and your account status. For example, some banks charge a transfer fee for each outbound bank transfer; some e-wallets may charge a small withdrawal fee. These fees are set by your financial institution, not by chinahoki. You should check your bank or e-wallet app to see if fees apply before you initiate a transaction. We always process the exact amount you request without deduction.

After you submit a withdrawal request on chinahoki, we conduct a review to verify that your account and the requested amount comply with our terms. This review typically takes one to three business days, depending on the amount and your account history. Once our review is complete, we send the funds to your registered bank account or e-wallet. The time it takes for your bank or e-wallet provider to receive and display the funds depends on their processing speed and may take an additional one to two business days. You will receive an email notification when we initiate the withdrawal. During high-volume periods or public holidays such as Idul Fitri or Idul Adha, processing may take longer. If your withdrawal has not arrived after five business days, contact our support team.

New accounts on chinahoki may be eligible for a welcome offer depending on your jurisdiction and account status. We do not advertise fixed bonus amounts or percentage multipliers publicly. Instead, when you open an account and verify your identity, you will see any available welcome offer in your account dashboard. Terms apply to all welcome offers — typically you must meet a minimum deposit, play through the offer on eligible games, and complete any other conditions we specify before you can withdraw. Welcome offers are not guaranteed and may vary by region and time period. For current details about available offers, log in to your chinahoki account or contact our support team.

RTP stands for Return to Player. It is a percentage that describes how much of all money wagered on a game is paid back to players over a long period of time. For example, a game with returns approximately 96 units of every 100 units wagered to players as winnings, and 4 units go to the operator. RTP is calculated over millions of spins and is not a guarantee of individual results. On any single spin or session, you might win more or less than the RTP percentage suggests. Different slot games on chinahoki have different RTP values — Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways each have their own RTP, which is disclosed in the game information. RTP is set by the game provider and does not change based on time of day, account age, or deposit size. You can find RTP details in the game rules or help section of any slot game.

Your personal information on chinahoki is encrypted using industry-standard SSL encryption. We store your account data (name, ID number, address, payment details) in secure databases with restricted access. We do not share your data with third parties for marketing purposes. We share your data with payment processors to process deposits and withdrawals, and with law enforcement or regulators only when legally required to do so. We retain account data for at least five years to comply with anti-money-laundering regulations; we cannot delete data sooner than required by law. You can review our full data-handling practices in our privacy policy. If you believe your account has been compromised, reset your password immediately and contact our support team.

You can reach our support team through the in-app chat feature, which is available during business hours. For written inquiries, you can also send an email to our support address, which you will find listed in your account settings under Help or Support. When you contact us, include your username or account email address, the date and time of your issue, and a clear description of what you need help with. Our team typically responds to email inquiries within one business day. For urgent account issues (such as suspected unauthorised access), use the in-app chat feature to contact us immediately. We do not offer phone support at this time, but our support team is available via chat and email during standard business hours.