suryaFrequently Asked Questions
Users on surya ask about account setup, payment methods, game rules, and account security. Questions range from how to complete KYC verification to which payment options work in your region, how live-dealer tables operate, and what happens to your data when you withdraw.
This FAQ answers the most common queries we receive. If your question is not covered here, contact our support team via in-app chat or email. For detailed terms, withdrawal policies, or jurisdiction restrictions, refer to our Terms and Conditions and Legal Notice
Read the relevant section below to find your answer. Most questions fall into account setup, payments, game mechanics, or security. If you need help with a specific transaction or account issue, our support team can review your case and provide guidance within standard business hours.
Topics covered in this FAQ
- Account and registrationhow to start, KYC verification, password recovery
- Payments and transactionsdeposit and withdrawal via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment
- Game rules and mechanicsfootball betting, live-dealer tables, slots, esports markets
- Security and account careaccount protection, data handling, and jurisdiction notice
On the login page, click the "Forgot password?" link. Enter your registered email address and we will send you a password-reset link. Click the link in your email, create a new password, and confirm it. Your new password takes effect immediately. If you do not receive the reset email within a few minutes, check your spam folder or contact our support team. For security, never share your password reset link with anyone.
On the login page, click the "Forgot password?" link. Enter your registered email address and we will send you a password-reset link. Click the link in your email, create a new password, and confirm it. Your new password takes effect immediately. If you do not receive the reset email within a few minutes, check your spam folder or contact our support team. For security, never share your password reset link with anyone.
We require two documents: a valid photo ID (passport, national ID, or driver's license) and proof of address (utility bill, bank statement, or government letter dated within the last three months). Upload clear, colour photos of both sides of your ID and a full view of your address document. Ensure your name and date of birth are legible. We review submissions within one business day. If your documents are unclear or incomplete, we will ask you to resubmit. Once verified, you can withdraw funds from your surya account.
Payments and transactions
Yes. We at surya accept deposits and withdrawals via online payment, e-wallet, mobile banking, and local payment bank transfers. You can also use e-wallets such as online payment, e-wallet, mobile banking, local payment, online payment, and e-wallet. When you add a payment method, select your bank or e-wallet from the list, follow the on-screen instructions, and confirm your account details. Bank transfers may take a few hours to process depending on your bank's schedule. E-wallet transfers are typically faster. If a transfer does not arrive within the expected window, contact our support team with your transaction reference number.
Deposits on surya carry no fee. Withdrawal fees depend on your payment method and may be charged by your bank or e-wallet provider, not by surya. When you request a withdrawal, we display any applicable fee before you confirm. Bank transfers may incur a small fee from your bank; e-wallet withdrawals are usually fee-free. Check with your bank or e-wallet provider if you have questions about their charges. We process withdrawal requests subject to verification windows and account review.
Promotion codes are entered during registration or in your Account Settings under "Promotions" or "Bonus Codes". If you have a code, paste it into the field and click Apply. The promotion will be added to your account if the code is valid and you meet the eligibility requirements. Some promotions are automatic and do not require a code. Check our promotions page or contact support if you are unsure whether a code applies to you. Codes expire on the date shown; expired codes cannot be redeemed.
Game rules and mechanics
RTP stands for Return to Player and is a percentage that describes how much of all money wagered on a slot game is returned to players over time. For example, a slot with returns an average of 96 cents for every dollar wagered, with the remaining non-specific info retained by the operator. RTP is calculated over millions of spins and does not predict individual session outcomes. Each spin is independent and random. Games like Sweet Bonanza, Gates of Olympus, and Fortune Tiger each have their own RTP, which we display in the game details. Higher RTP does not guarantee wins; it is a long-term statistical measure.
Live-dealer tables stream real dealers and real cards or wheels from our studios. You place bets on your phone or computer, and the dealer conducts the game in real-time. Games include blackjack, roulette, baccarat, and Dragon Tiger. You can see the dealer, other players, and the game action via multi-camera feeds. Chat with the dealer and other players during the game. Bets are placed before each round; once the round begins, no new bets are accepted. Payouts are calculated automatically and credited to your account immediately after the round ends. Live tables operate during set hours; check the schedule in the surya app.
We at surya cover Liga 1, Piala Indonesia, Piala AFF, Champions League, Premier League, and other major tournaments. You can bet on match outcomes, goals, corners, and other in-play markets. Odds update in real-time during live matches. Bets placed before kickoff are locked at the odds shown; live bets during the match reflect current odds. Check the surya app for today's fixtures and available markets. If a match is postponed or cancelled, bets are settled according to our terms. For specific rules on a particular market, tap the info icon next to the odds.
Security and account care
We encrypt all data in transit and at rest using industry-standard protocols. Your KYC documents, payment details, and account history are stored securely and accessed only by authorised staff for verification and support purposes. We do not sell or share your data with third parties except where required by law. You can request a copy of your data or ask for deletion by contacting our support team. For full details, see our Privacy PolicyEnable two-factor authentication in Account Settings for extra security.
Our support team responds to in-app chat messages and emails during standard business hours. Response times vary depending on query volume; most queries receive a reply within a few hours. Urgent account issues such as suspected unauthorised access are prioritised. For faster help, use in-app chat during peak hours. If you contact us outside business hours, we will respond when our team returns. For account security issues, contact support immediately and change your password.
Our services are available only where local law permits. We do not offer our services in jurisdictions where online wagering is prohibited. Users are solely responsible for verifying that their access to and use of surya comply with the laws and regulations of their own jurisdiction. If you are unsure whether surya is available in your region, contact our support team or review our Legal NoticeAccess from restricted jurisdictions may result in account suspension.