nanas Account & Payment FAQ
Users on nanas ask questions across several core areas: how to open and secure an account, how deposits and withdrawals work, what games and markets we offer, and how to get help when something goes wrong. This page addresses the most common inquiries so you can find answers quickly without contacting support.
The FAQ covers account registration and KYC verification, payment methods available in Indonesia (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and bank transfer), game categories including live-dealer tables and sportsbook markets, and account security practices. If your question is not answered here, our multilingual support team is available via live chat and email.
For detailed information on jurisdiction eligibility, account terms, and data protection, refer to our jurisdiction noticeterms and conditionsand privacy policyThese pages outline your legal responsibilities, our service availability, and how we handle your personal information.
- Account and registrationhow to start, KYC verification, password recovery
- Payments and transactionsdeposit and withdrawal via mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, and bank transfer
- Game rules and categoriesfootball betting, live-dealer tables, slots, and esports markets
- Security and account careaccount protection and jurisdiction notice
Account and registration
Account opening on nanas starts with email verification and personal details. You provide your username, email, password, and mobile number. Next, we verify your identity using KYC documents (national ID or passport). Once verified, you select a deposit method — DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, or bank transfer (mobile banking, local payment, online payment, e-wallet). After your first deposit clears, your account is fully active. The entire process typically takes one business day. Users in Jakarta, Surabaya, Bandung, Medan, and Semarang follow the same steps. If verification is delayed, our support team will contact you via email.
Account preferences are managed in your account settings on nanas. You can update your email, mobile number, and password at any time. You can also view your transaction history, deposit and withdrawal records, and active game sessions. If you wish to pause activity temporarily, contact our support team via live chat or email — we can place your account on hold for a specified period. During a hold, you cannot deposit or place new bets, but you can still withdraw any available balance. Holds are typically applied within one business day of your request.
nanas services are available only in jurisdictions where online wagering is permitted by local law. We operate in supported regions across Indonesia. Users must verify that their jurisdiction permits access to nanas before registering. If you attempt to register from a jurisdiction where our services are prohibited, your account may be closed and your balance refunded. For details on jurisdiction eligibility and our service area, see our jurisdiction noticeIf you are unsure whether your location is supported, contact our support team before attempting to register.
Payments and transactions
nanas does not charge deposit or withdrawal fees. However, your payment provider (mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, or your bank) may apply their own fees depending on your account type and transaction size. We recommend checking with your payment provider before depositing. Withdrawal requests are processed to your original payment method. Processing times vary by provider — bank transfers typically take one to two business days, while e-wallet transfers may be faster. If a withdrawal does not arrive within the expected timeframe, contact our support team with your transaction ID.
Promotion codes are entered during account registration or in your account settings under "Promotions" or "Bonus Code." If you have a valid code, enter it before or immediately after your first deposit. The promotion will be applied to your account balance once the code is verified. If a code is not recognized, check that you have entered it correctly — codes are case-sensitive. If the code is still not accepted, contact our support team via live chat or email with the code and the date you received it. We can verify whether the code is valid and apply it manually if needed.
If a deposit does not complete, the funds are typically returned to your payment method within one to two business days. Check your online payment, e-wallet, mobile banking, local payment, online payment, or bank account to confirm the refund. If the refund does not appear, contact your payment provider first — they can confirm whether the transaction was declined or reversed. If your payment provider confirms the refund was sent, contact nanas support with your transaction ID and payment method. We will investigate and escalate the issue if needed. For withdrawals that do not complete, the funds remain in your nanas account and can be withdrawn again using a different method or after the issue is resolved.
Game rules and categories
nanas offers four main game categories. Live-dealer tables include blackjack, roulette, baccarat, Dragon Tiger, and Sic Bo with professional dealers in English and Indonesian. Sportsbook covers football (Liga 1, Piala AFF, Champions League, Premier League), MotoGP, badminton, and esports (Mobile Legends, Free Fire, PUBG Mobile). Slot games include Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. Each category has its own rules, table limits, and settlement timing. Detailed rules for each game are available in the game lobby or in our support documentation. If you have questions about a specific game, our support team can explain the rules and settlement process.
Security and support
Our support team responds to live chat inquiries during business hours — typically within one hour. Email inquiries are answered within one business day. Account recovery, payment disputes, and security concerns are prioritized and may receive faster responses. Our team speaks English and Indonesian. If you contact us outside business hours, your message will be queued and answered when support resumes. For urgent issues, use live chat during business hours. If you need to report a security concern or account compromise, contact support immediately — we can freeze your account and help you regain access.