pg138 Account & Payment FAQ

Our users ask a wide range of questions — from how to set up an account and verify identity, to how deposits and withdrawals work, what our promotions cover, and how to reach support when something goes wrong. This page addresses the most common topics so you can find answers without waiting for a response.

We've organized this FAQ into account setup, payment methods, game rules, and security. If your question isn't here, or if you need urgent help with a transaction or account access, our support team is available during standard business hours via live chat and email. For legal matters, account disputes, or jurisdiction-related concerns, please refer to our terms and conditions and legal notice

Each section below walks through common scenarios — for example, how password recovery works, what KYC documents we need, and how to initiate a withdrawal to your bank or mobile wallet. We also explain how our weekly cashback and referral offers function, so you understand the eligibility and claim process before you apply.

Below you'll find detailed answers to the questions our team hears most often. Each answer explains the process, payment methods, or policy in plain terms. If you need further help, our support team is ready during standard business hours.

Account and registration

To reset your password, go to the member login page and click the "Forgot your password?" link. Enter the email address or username associated with your pg138 account. We'll send a password reset link to your email inbox. Click the link, set a new password (at least 8 characters), and confirm it. If you don't receive the email within a few minutes, check your spam folder. If you can't access the email address linked to your account, contact our support team via live chat or email — they can help verify your identity and reset access. Our team responds during standard business hours.

We require two documents for KYC verification: a valid government-issued ID (such as a passport, national ID card, or driver's license) and proof of your current address (a utility bill, bank statement, or rental agreement dated within the last three months). Once you've uploaded both documents via your account settings, our verification team reviews them during standard business hours. You'll receive a confirmation email when verification is complete. If we need clarification or additional information, we'll contact you via email. This process typically takes a standard review window — we do not offer instant or guaranteed timelines.

Before you begin, read our terms and conditions and privacy policyOur terms explain how accounts work, what promotions are available, how deposits and withdrawals function, and what actions may result in account restrictions. The privacy policy describes how we handle your personal data. Our legal notice outlines the jurisdictions where we operate and user responsibilities. If you plan to use our football markets (Liga 1, Piala AFF, Champions League), live-dealer tables (blackjack, roulette, baccarat, Dragon Tiger), or slot games (Aviator, Sweet Bonanza, Gates of Olympus), each game category has its own rules accessible in-game. For esports markets (Mobile Legends, Free Fire, PUBG Mobile), market-specific terms are posted before you place any action.

Payments and transactions

We support deposits across a range of amounts to suit different needs. The exact minimum and maximum vary by payment method. DANA, e-wallet, mobile banking, and local payment typically have lower minimums for convenience, while online payment and bank transfers (e-wallet, mobile banking, local payment, online payment) offer flexible ranges for larger deposits. To see the current ranges for your preferred method, log into your account, navigate to the deposit section, and select your payment option — the range will be displayed. If you have questions about a specific method, our support team can provide details during standard business hours. All deposit transactions are subject to verification and may require additional checks depending on your account status.

To deposit via online payment, e-wallet, or mobile banking, log in and go to the deposit page. Select your preferred wallet (local payment, online payment, or e-wallet), enter the amount, and confirm. You'll be redirected to the wallet app or browser to authorize the transfer. Once you approve the payment in your wallet, the funds appear in your pg138 account. The process typically completes in moments. If the deposit doesn't arrive within a standard window, check that the transaction was confirmed in your wallet app. If it shows as pending or failed, contact our support team with your transaction reference number — they can investigate during business hours. Always ensure your wallet has sufficient balance before initiating a deposit.

To request deletion of your personal data, contact our support team via email or live chat with the subject line "Data Deletion Request." Include your username and email address associated with your pg138 account. Our team will verify your identity and explain the scope of what can be deleted (for example, transaction history may be retained for compliance reasons). Once confirmed, we'll process your request and provide a confirmation email. This process takes a standard review window; we cannot guarantee instant deletion due to legal and financial record-keeping requirements. If you simply wish to close your account rather than delete all data, you can request account closure — our team will guide you through that option as well.

Promotions and loyalty

Our weekly cashback reward applies to eligible activity during each calendar week. To qualify, you must have a verified account and meet minimum activity thresholds set out in our promotion terms. Cashback is calculated as a percentage of net losses (or qualifying turnover) and is credited to your account at the end of the week, usually by standard business hours on Monday or Tuesday. The cashback amount is subject to terms — for example, it may have a turnover requirement before you can withdraw it, or it may be credited as bonus balance rather than cash. To check if you're eligible and view your earned cashback, log in to your account and navigate to "Promotions" or "My Rewards." If you have questions about your specific calculation, our support team can review your activity during business hours. Terms apply; cashback is not guaranteed and depends on your account tier and activity level.

We offer a welcome bonus for new accounts that pass KYC verification. The offer is a percentage-based match on your first deposit — no fixed amount is guaranteed, and the exact terms depend on your jurisdiction and account status. To claim it, you must complete account verification (ID and proof of address), make a qualifying deposit, and opt into the promotion before your first activity. The bonus is credited as balance and may have a turnover requirement — you'll need to place a certain volume of activity before you can withdraw the bonus or related winnings. Once you claim the welcome offer, you become eligible for our weekly cashback and other ongoing promotions. Read the promotion terms carefully before claiming, as each offer has specific conditions. Our support team can explain the terms in detail if you're unsure.

Security and support

Our live chat team is available during standard business hours. You can also reach us via email at any time — we respond to emails within a standard business window, typically within 24 hours. If you contact us outside business hours, your message will be queued and addressed when the team returns. During holidays such as Idul Fitri, Idul Adha, Imlek, or Nyepi, response times may be longer. For urgent account issues (such as unauthorized access or payment disputes), email is often faster than waiting for live chat availability. Always include your username and a clear description of your issue so we can help you efficiently.

Our services are available only where local law permits. We operate in selected jurisdictions and do not offer access where online gaming or wagering is prohibited by local regulation. To check whether pg138 is available in your location, read our legal noticewhich lists the jurisdictions where we do and do not operate. If you're unsure about your region — for example, if you're in Jakarta, Surabaya, Bandung, Medan, or Semarang — contact our support team and provide your location details. They can confirm availability and explain any regional restrictions. Attempting to access our platform from a restricted jurisdiction may result in account suspension. Users are responsible for verifying that their access complies with their own jurisdiction's law.
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