dwg FAQ
Users of our dwg platform ask questions across several core areas: how to open and verify an account, which payment methods we accept and how deposits and withdrawals work, what football tournaments and live-dealer games are available, and how to stay secure and compliant with local jurisdiction rules.
This FAQ page answers the most common questions our support team receives. We cover account setup, KYC verification, payment flows via DANA, e-wallet, mobile banking, local payment, online payment, and bank transfers, our sportsbook and live-dealer offerings, and account security. If your question is not answered here, you can contact our support team or review our full legal terms.
To find an answer quickly, scroll through the topic groups below or use your browser's search function. Most answers include step counts or time windows so you know what to expect. If you need help with a specific transaction or account issue, our customer support team is available during business hours. For detailed legal information about jurisdiction restrictions, data handling, or account terms, please read our Terms and Conditions and Privacy policy.
Topics covered in this FAQ
- Account and registrationhow to start, KYC verification, password recovery
- Payments and transactionsdeposit and withdrawal via e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet
- Games and marketsfootball betting, live-dealer tables, slots, esports markets
- Account management and supportpreferences, activity pause, customer support contact, security
We require three documents for KYC verification on dwg. First, a clear photo of the front of your national ID card showing your full name, ID number, and date of birth. Second, a clear photo of the back of your national ID card. Third, a selfie of your face taken against a neutral background. All photos must be well-lit, in focus, and show no glare or reflections. Your name and date of birth in the photos must match exactly what you entered during registration. If any document is unclear or does not match, we will ask you to resubmit. Verification typically completes within one business day.
You can adjust your dwg account preferences by logging in and visiting the Account Settings page. There you can update your email address, mobile number, and password. You can also set notification preferences for deposits, withdrawals, and game activity. If you wish to pause your account temporarily, contact our customer support team with your request. We can suspend your account for a set period (for example, during Idul Fitri or Idul Adha holidays) so you cannot log in or place bets. To resume your account, contact support again. Pausing is different from closing your account permanently; if you want to close your account, we can help with that as well.
Payments and transactions
dwg does not charge fees on deposits or withdrawals. However, your bank or e-wallet provider may charge a fee depending on your payment method and account type. For example, some DANA transfers incur a small fee if your account is not verified, and some bank virtual accounts may have minimum transfer amounts. We recommend checking with your bank (e-wallet, mobile banking, local payment, online payment) or e-wallet provider (e-wallet, mobile banking, local payment) before you deposit. online payment transfers typically have no additional fees. When you withdraw, funds go directly to your verified payment method; no dwg fee is applied. Your bank may take one to two business days to process the transfer to your account.
If a deposit does not complete, check your bank or e-wallet app to see if the money was deducted from your account. If it was deducted but did not appear in dwg, contact our support team with your transaction ID and payment method. We will investigate and credit your account within one business day. If the money was not deducted, the transaction may have been cancelled by your bank due to insufficient funds, network error, or security block. Try again with a different payment method or contact your bank. For withdrawals, if the money does not arrive in your account after two business days, contact support with your withdrawal request number. We will check the status with your bank and follow up.
Games and markets
Our dwg sportsbook covers major football leagues and tournaments. We list Liga 1 (Indonesian domestic league), Piala AFF (Southeast Asian championship), Piala Indonesia, Champions League, Premier League, and international friendlies. We also offer markets on MotoGP, badminton, and esports tournaments including Mobile Legends, Free Fire, and PUBG Mobile. game information update during matches. In addition to football, dwg offers live-dealer tables (blackjack, roulette, baccarat, Dragon Tiger) and slot games (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways). Each game category has its own section in the dwg app and website so you can browse by sport or game type.
dwg offers a loyalty tier programme that rewards regular users. As you place bets and play games, you earn points based on your activity. Points accumulate toward tier levels (for example, Bronze, Silver, Gold). Each tier unlocks benefits such as bonus offers, faster withdrawal processing, and exclusive game access. Your tier status is visible in your account dashboard. Points do not expire as long as your account remains active. If your account is inactive for a long period, your tier may reset. You can view your current points and tier benefits in the Loyalty section of your account. Contact support if you have questions about your tier status or how to earn more points.
Account management and support
You can contact dwg customer support through several channels. Log in to your account and use the live chat feature to speak with an agent during business hours (Monday to Friday, 8 AM to 5 PM Jakarta time). You can also submit a support ticket through your account dashboard; we respond within 24 hours on business days. For urgent account issues (locked account, suspicious activity, missing payment), mark your ticket as high priority and we will respond within 12 hours. Email support is available but may take longer. Our support team can help with account verification, payment issues, game questions, and account settings. For legal or compliance questions, refer to our Terms and Conditions or Privacy policy pages.
Opening an account on dwg takes three steps. First, visit our registration page and enter a username, email address, password, and mobile number. Second, verify your email by clicking the link we send you. Third, complete KYC verification by uploading a clear photo of your national ID card (front and back) and a selfie. Our team reviews your documents within one business day. Once approved, your account is active and you can deposit funds via e-wallet, mobile banking, local payment, online payment, e-wallet, or bank transfer. If you are in Jakarta, Surabaya, Bandung, or Medan, the process is the same regardless of location.