sans Casino & Sportsbook FAQ
Users of sans often ask about account setup, payment methods, game mechanics, and security. This page answers the most common questions across registration, deposits and withdrawals, slot and live-dealer rules, and account protection.
We've organized our FAQ by topic so you can find answers quickly. If your question falls outside these sections, or if you need guidance on a specific transaction, our support team in English and Indonesian is available to help. For details on our full terms of service, legal obligations, and jurisdiction restrictions, please visit our Terms and Legal notice pages.
Our services are available only in jurisdictions where local law permits. If you have account-recovery questions, need to verify your identity, or want to understand withdrawal timelines, the answers below cover most scenarios. For urgent issues that aren't resolved here, contact us directly using the email address and support channels listed in the payment and security sections.
- Account and registrationhow to start, KYC verification, password recovery
- Payments and transactionsdeposit and withdrawal via DANA, e-wallet, mobile banking, local payment, online payment, and bank transfers (e-wallet, mobile banking, local payment, online payment)
- Game rules and mechanicsfootball betting, live-dealer tables, slot games, and esports markets
- Security and account careaccount protection, access recovery, and jurisdiction information
Read the accordion items below, grouped by topic. Each answer provides concrete steps, named payment options, and response expectations. If you need further help, our support team is ready to assist.
Account and registration
Opening an account on sans begins with email verification. You'll provide your email address, create a secure password, and confirm your email via a link we send to your inbox. Next, you complete KYC verification by uploading identity documents (such as a national ID card or passport) and a proof-of-address file. Our team reviews these documents to confirm your identity. Once verified, you add a deposit method—such as DANA, e-wallet, mobile banking, or a local payment bank transfer—and make your first deposit. After your payment clears, your account is fully active and you can access live football markets covering Liga 1, Piala AFF, and Champions League, as well as live-dealer tables and slot games. The entire process typically takes a few hours from email confirmation to full account activation, depending on document-processing windows.
Opening an account on sans begins with email verification. You'll provide your email address, create a secure password, and confirm your email via a link we send to your inbox. Next, you complete KYC verification by uploading identity documents (such as a national ID card or passport) and a proof-of-address file. Our team reviews these documents to confirm your identity. Once verified, you add a deposit method—such as DANA, e-wallet, mobile banking, or a local payment bank transfer—and make your first deposit. After your payment clears, your account is fully active and you can access live football markets covering Liga 1, Piala AFF, and Champions League, as well as live-dealer tables and slot games. The entire process typically takes a few hours from email confirmation to full account activation, depending on document-processing windows.
KYC verification on sans requires two main documents. First, a government-issued identity document such as a national ID card, passport, or driver's license, showing your full name, date of birth, and ID number. Second, a proof-of-address document dated within the last three months—utility bills, rental agreements, or official correspondence showing your name and address. Both files must be clear, legible photos or scans. Upload them via your account dashboard under the verification section. Our compliance team reviews submitted documents during business hours and notifies you of approval or requests for resubmission via email. Rejected documents typically include those that are blurry, partially cut off, or expired. If you have questions about which documents are acceptable for your location, contact our support team; they can guide you based on your jurisdiction.
KYC verification on sans requires two main documents. First, a government-issued identity document such as a national ID card, passport, or driver's license, showing your full name, date of birth, and ID number. Second, a proof-of-address document dated within the last three months—utility bills, rental agreements, or official correspondence showing your name and address. Both files must be clear, legible photos or scans. Upload them via your account dashboard under the verification section. Our compliance team reviews submitted documents during business hours and notifies you of approval or requests for resubmission via email. Rejected documents typically include those that are blurry, partially cut off, or expired. If you have questions about which documents are acceptable for your location, contact our support team; they can guide you based on your jurisdiction.
If you cannot log into your sans account, first try the "Forgot password?" link on the login page. We'll send a password-reset email to your registered address; click the link in that email to create a new password. If you don't receive the reset email within a few minutes, check your spam folder. If the reset link doesn't work or you cannot access the email address on file, contact our support team immediately with your username and account email. We'll verify your identity using your submitted KYC documents and account details, then help you regain access. For security reasons, we do not reset passwords or recover accounts via social media or chat applications—only through verified email or phone contact. Provide as much account information as you can to speed up the verification process.
If you cannot log into your sans account, first try the "Forgot password?" link on the login page. We'll send a password-reset email to your registered address; click the link in that email to create a new password. If you don't receive the reset email within a few minutes, check your spam folder. If the reset link doesn't work or you cannot access the email address on file, contact our support team immediately with your username and account email. We'll verify your identity using your submitted KYC documents and account details, then help you regain access. For security reasons, we do not reset passwords or recover accounts via social media or chat applications—only through verified email or phone contact. Provide as much account information as you can to speed up the verification process.
Payments and transactions
sans supports deposits across a range of amounts to fit different budgets. Minimum deposits vary by payment method: online payment, e-wallet, mobile banking, and local payment typically accept deposits starting from small denominations; online payment transfers begin at a comparable minimum; and bank transfers via e-wallet, mobile banking, local payment, and online payment have their own minimums set by each institution. Maximum account preferences per transaction also depend on your chosen method and your account history. We recommend checking the deposit page in your account for exact ranges and any promotional caps that may apply during campaigns like Idul Fitri or Idul Adha. If you're unsure about limits for your payment method, our support team can confirm current ranges.
sans supports deposits across a range of amounts to fit different budgets. Minimum deposits vary by payment method: online payment, e-wallet, mobile banking, and local payment typically accept deposits starting from small denominations; online payment transfers begin at a comparable minimum; and bank transfers via e-wallet, mobile banking, local payment, and online payment have their own minimums set by each institution. Maximum account preferences per transaction also depend on your chosen method and your account history. We recommend checking the deposit page in your account for exact ranges and any promotional caps that may apply during campaigns like Idul Fitri or Idul Adha. If you're unsure about limits for your payment method, our support team can confirm current ranges.
Yes, sans accepts deposits and withdrawals via all four major Indonesian banks: e-wallet, mobile banking, local payment, and online payment. To use bank transfer, select your bank from the deposit method list in your account, and we'll provide a unique virtual account number for you. Transfer funds from your personal bank account to that virtual account, and the deposit appears in your sans balance once the transfer clears—typically within a few minutes for same-bank transfers, or a few hours for inter-bank transfers. For withdrawals, you'll provide your bank account details (account holder name, account number, and bank name), and we'll process your request during business hours. Bank transfers are especially popular in cities like Jakarta, Surabaya, and Bandung. If your transfer doesn't arrive within the expected window, contact support with your transaction reference number.
Yes, sans accepts deposits and withdrawals via all four major Indonesian banks: e-wallet, mobile banking, local payment, and online payment. To use bank transfer, select your bank from the deposit method list in your account, and we'll provide a unique virtual account number for you. Transfer funds from your personal bank account to that virtual account, and the deposit appears in your sans balance once the transfer clears—typically within a few minutes for same-bank transfers, or a few hours for inter-bank transfers. For withdrawals, you'll provide your bank account details (account holder name, account number, and bank name), and we'll process your request during business hours. Bank transfers are especially popular in cities like Jakarta, Surabaya, and Bandung. If your transfer doesn't arrive within the expected window, contact support with your transaction reference number.
You can contact our support team by sending an email to the address listed on our contact page. Include your username, a clear description of your issue, and any relevant transaction IDs or dates. Our team responds to support emails in English and Indonesian during business hours; we aim to reply within a defined response window (typically the next business day, but check our support page for exact SLAs). For urgent matters such as disputed transactions or account-access lockouts, mention "urgent" in your subject line so your email is prioritized. If you prefer real-time help, our chat support is available on the platform during stated hours. Email is best for detailed issues that require document attachment or a written record.
You can contact our support team by sending an email to the address listed on our contact page. Include your username, a clear description of your issue, and any relevant transaction IDs or dates. Our team responds to support emails in English and Indonesian during business hours; we aim to reply within a defined response window (typically the next business day, but check our support page for exact SLAs). For urgent matters such as disputed transactions or account-access lockouts, mention "urgent" in your subject line so your email is prioritized. If you prefer real-time help, our chat support is available on the platform during stated hours. Email is best for detailed issues that require document attachment or a written record.
Game rules and mechanics
RTP stands for Return to Player, a percentage that describes how much of all wagered money a slot game returns to players over time. For example, a slot with an means that, on average, for every 100 units wagered across many spins, the game pays out 96 units back to players (the remaining non-specific info represents the house edge). RTP is a long-term statistical measure, not a guarantee for individual sessions. Games like Sweet Bonanza, Gates of Olympus, and Mahjong Ways each have their own RTP, which you can usually find in the game's information or help menu. Higher RTP does not mean you'll win more in a single session—variance (how wildly results swing) also matters. We recommend reading the game details before playing to understand both RTP and volatility, so you can choose games that suit your play style.
RTP stands for Return to Player, a percentage that describes how much of all wagered money a slot game returns to players over time. For example, a slot with an means that, on average, for every 100 units wagered across many spins, the game pays out 96 units back to players (the remaining non-specific info represents the house edge). RTP is a long-term statistical measure, not a guarantee for individual sessions. Games like Sweet Bonanza, Gates of Olympus, and Mahjong Ways each have their own RTP, which you can usually find in the game's information or help menu. Higher RTP does not mean you'll win more in a single session—variance (how wildly results swing) also matters. We recommend reading the game details before playing to understand both RTP and volatility, so you can choose games that suit your play style.
Free bets and free spins are promotional offers that let you play without wagering your own funds. Free bets apply to sports markets (such as Liga 1 or Champions League matches), while free spins are used on slot games like Aviator or Fortune Tiger. These promotions typically appear in your account's promotions section after you meet certain conditions—for example, making a deposit or reaching a specific account milestone. Each offer comes with terms: you may need to wager the free-bet or free-spin winnings a certain number of times before you can withdraw them, or they may expire after a set period. Read the terms attached to each promotion so you understand the requirements. Some offers are tied to seasonal events like Idul Fitri or Piala AFF tournaments. Check your account dashboard regularly to see active promotions.
Free bets and free spins are promotional offers that let you play without wagering your own funds. Free bets apply to sports markets (such as Liga 1 or Champions League matches), while free spins are used on slot games like Aviator or Fortune Tiger. These promotions typically appear in your account's promotions section after you meet certain conditions—for example, making a deposit or reaching a specific account milestone. Each offer comes with terms: you may need to wager the free-bet or free-spin winnings a certain number of times before you can withdraw them, or they may expire after a set period. Read the terms attached to each promotion so you understand the requirements. Some offers are tied to seasonal events like Idul Fitri or Piala AFF tournaments. Check your account dashboard regularly to see active promotions.
Live-dealer tables on sans stream real games with professional dealers in real time. You can join tables for games like blackjack, roulette, baccarat, and Dragon Tiger from your browser or mobile app. Once you enter a table, you place your bets using your account balance, and the dealer conducts the game exactly as in a physical casino. You can see the dealer and the action via video stream, and place bets and chat with other players. Each table has minimum and maximum bet limits listed before you join. Games proceed in real time, so your decisions must be made quickly; most tables allow a few seconds per action. Live-dealer sessions are broadcast from licensed studios, and all outcomes are determined by the physical cards or wheel dealt by the live dealer, not by software. If your internet drops during a session, reconnect as quickly as possible to rejoin; your bets are preserved.
Live-dealer tables on sans stream real games with professional dealers in real time. You can join tables for games like blackjack, roulette, baccarat, and Dragon Tiger from your browser or mobile app. Once you enter a table, you place your bets using your account balance, and the dealer conducts the game exactly as in a physical casino. You can see the dealer and the action via video stream, and place bets and chat with other players. Each table has minimum and maximum bet limits listed before you join. Games proceed in real time, so your decisions must be made quickly; most tables allow a few seconds per action. Live-dealer sessions are broadcast from licensed studios, and all outcomes are determined by the physical cards or wheel dealt by the live dealer, not by software. If your internet drops during a session, reconnect as quickly as possible to rejoin; your bets are preserved.
Security and account care
Our Legal notice page outlines how sans operates, which jurisdictions our services are available in, and the responsibilities of users. We do not offer our services in jurisdictions where online wagering is prohibited. Users are responsible for verifying that access to and use of sans comply with the laws of their own jurisdiction. Our Terms and Conditions page covers account use, deposit and withdrawal rules, game mechanics, and dispute resolution. If you have specific questions about whether sans is available in your location, contact our support team; they can provide guidance based on your location and local regulations.
Our Legal notice page outlines how sans operates, which jurisdictions our services are available in, and the responsibilities of users. We do not offer our services in jurisdictions where online wagering is prohibited. Users are responsible for verifying that access to and use of sans comply with the laws of their own jurisdiction. Our Terms and Conditions page covers account use, deposit and withdrawal rules, game mechanics, and dispute resolution. If you have specific questions about whether sans is available in your location, contact our support team; they can provide guidance based on your location and local regulations.
Protect your account by using a strong, unique password (at least 8 characters, mixing letters, numbers, and symbols) and never sharing it with anyone, including sans staff. Change your password regularly, especially after any suspicious activity. Use the "Remember me" option only on devices you trust. Monitor your account regularly for unfamiliar logins or transactions; if you spot anything unusual, contact support immediately. Avoid using public or shared Wi-Fi for account access when possible, and always log out when finished. If you ever receive an email claiming to be from sans asking for your password or personal details, do not reply—forward it to support. Our team will never ask for sensitive information by email or chat. Enable notifications so you're alerted to deposits, withdrawals, and large transactions in real time.
Protect your account by using a strong, unique password (at least 8 characters, mixing letters, numbers, and symbols) and never sharing it with anyone, including sans staff. Change your password regularly, especially after any suspicious activity. Use the "Remember me" option only on devices you trust. Monitor your account regularly for unfamiliar logins or transactions; if you spot anything unusual, contact support immediately. Avoid using public or shared Wi-Fi for account access when possible, and always log out when finished. If you ever receive an email claiming to be from sans asking for your password or personal details, do not reply—forward it to support. Our team will never ask for sensitive information by email or chat. Enable notifications so you're alerted to deposits, withdrawals, and large transactions in real time.