tales Account & Payment FAQ

Users opening an account on tales ask about registration steps, KYC verification, deposit and withdrawal methods, game rules, and account security. This page answers the most common questions across account setup, payments, game categories, and account protection. Read through the sections below to find answers to your question.

This FAQ covers account registration, payment processing via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and bank transfers, game rules for football betting and live-dealer tables, and basic account security. If your question is not answered here, contact our support team via email or in-app chat during standard business hours.

For detailed information about our legal obligations, jurisdiction restrictions, and data handling, see our legal notice and privacy policyFor complete terms governing your account and use of tales, see our terms and conditions

Account and registration

During registration on tales, you provide a username, email address, password, and mobile number. After account creation, you complete KYC verification by uploading a government-issued ID and proof of address. This verification is required before you can deposit funds. We use your information to verify your identity, process payments, and comply with applicable regulations. Your data is encrypted and stored securely. If you are registering from Jakarta, Surabaya, Bandung, Medan, or Semarang, the same verification process applies.

If a deposit or withdrawal does not complete, the funds remain in your original payment method (your bank account, DANA wallet, e-wallet account, or mobile banking balance). Check your transaction history in the tales app or website to see the status. If a transaction shows as pending after several hours, contact our support team with your transaction ID. We investigate incomplete transactions and either complete them or confirm that the payment was cancelled. Do not attempt to retry the same transaction immediately; wait at least subject to verification before trying again.

Before you start playing on tales, read our terms and conditionswhich cover account eligibility, deposit and withdrawal policies, and game rules. Review our legal notice to understand that our services are available only where local law permits and that you are responsible for verifying compliance with your jurisdiction's laws. Understand the rules for each game type you plan to play—football betting rules differ from live-dealer table rules, which differ from slot game mechanics. If you have questions about any rule, contact support before placing your first bet.

tales may offer a welcome bonus to new accounts that meet eligibility criteria. The specific terms of any welcome offer—including bonus amount, wagering requirements, and eligible games—are displayed during account creation and in your account dashboard. All welcome offers are subject to our terms and conditions. We do not guarantee a specific bonus amount or structure; offers may change. If you have questions about your welcome offer or whether you qualify, contact our support team.

If you cannot log in to your tales account, first check that you are using the correct username or email and password. If you have forgotten your password, use the password-recovery link on the login page. If you suspect unauthorized access or your account has been compromised, contact our support team immediately via email or in-app chat. Do not share your password or login details with anyone. We will verify your identity and help you secure your account. If your account has been locked due to multiple failed login attempts, wait subject to verification before trying again, or contact support for immediate assistance.

Payments and transactions

To contact our support team, use the in-app chat feature (available during standard business hours) or send an email to our support address. Include your username, account email, and a clear description of your issue. For urgent matters—such as account lockouts or withdrawal problems—mark your message as priority. Our support team responds within standard business timelines. You will receive a response via email or in-app notification. Keep your ticket reference number for follow-up inquiries. We do not offer customer support, but we prioritize account security and payment issues.

KYC verification on tales requires two documents: a government-issued ID (such as a national ID card, passport, or driver's license) and proof of address (such as a utility bill, bank statement, or rental agreement dated within the last three months). Upload clear, legible images of both documents through your account dashboard. We verify your documents within standard business timelines. If your documents are unclear or do not match your account information, we will request updated images. Once verified, you can deposit and withdraw funds. Your documents are encrypted and stored securely.

tales does not charge fees on deposits or withdrawals. However, your payment provider (local payment, online payment, e-wallet, mobile banking, local payment, online payment, or your bank—e-wallet, mobile banking, local payment, online payment) may charge fees depending on your account type and transaction method. Check your payment provider's fee schedule before depositing or withdrawing. The amount you see in your tales account balance reflects any fees already deducted by your payment provider. If you believe you have been charged incorrectly, contact your payment provider first, then contact our support team with details of the transaction.

Game rules and categories

tales accepts deposits via e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, and direct bank transfers from local payment, online payment, e-wallet, and mobile banking. Select your preferred payment method during the deposit process. Your account is credited immediately after payment confirmation. All payment methods are available to verified users. If your preferred payment method is not listed, check that your account has completed KYC verification. Payment availability may vary by region; if you are in Jakarta, Surabaya, Bandung, Medan, or Semarang, all listed methods are typically available.

To withdraw funds, go to your account dashboard and select the withdrawal option. Choose your preferred payment method (local payment, online payment, e-wallet, mobile banking, local payment, online payment, or bank transfer). Enter the amount you wish to withdraw and confirm. Your withdrawal is processed within standard business timelines. Funds are sent to the payment method you registered during account setup. You cannot withdraw to a different payment method than the one you used to deposit, unless you contact support to update your withdrawal details. Check your payment method's account to confirm receipt of funds.

tales offers live-dealer tables including blackjack, roulette, baccarat, and Dragon Tiger. Each table is hosted by a professional dealer and streamed in real time via multi-camera feeds. You can see the dealer, other players, and the game action on your screen. Live tables operate during extended hours. You can join a table at any time during operating hours. Minimum and maximum bet amounts vary by table. All live-dealer games follow standard casino rules; review the rules for each game before joining a table.

tales covers football markets including Liga 1, Piala AFF, Piala Indonesia, Champions League, and Premier League. We also offer betting on MotoGP, badminton, and esports (Mobile Legends, Free Fire, PUBG Mobile). Markets are updated during tournament seasons and major events. Odds and available markets change based on upcoming fixtures and real-world events. Check the sportsbook section of the tales app or website to see current markets and odds. If a market you are looking for is not listed, it may not be available during the current period.

tales offers slot games including Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. Each slot has its own rules, paylines, and bet ranges. Review the game rules and paytable before playing. Slot outcomes are determined by a random number generator; we do not guarantee any specific result. You can play slots on your mobile device or desktop. Slot games are available 24/7. If you experience a technical issue while playing a slot, contact our support team with the game name and time of the issue.

Security and account care

tales uses SSL encryption to protect data transmitted between your device and our servers. Your password is hashed and never stored in plain text. Your payment information is encrypted and processed by our payment partner; we do not retain full card numbers or banking credentials. Your KYC documents are encrypted and stored separately from your gaming account. We use standard security practices to protect against unauthorized access. Never share your password or login details with anyone. If you suspect a security issue, contact our support team immediately.

tales is available only in jurisdictions where online gaming is lawful. We do not offer our services in regions where online wagering is prohibited by law. You are responsible for verifying that access and use of tales comply with the laws of your own jurisdiction. If you are uncertain whether tales is available in your location, consult local legal resources or authorities before opening an account. Our legal notice provides more information about jurisdiction restrictions and your responsibilities.

Yes, you can request to close your tales account at any time. Contact our support team via email or in-app chat and request account closure. You must withdraw your account balance before closure, or you can request a withdrawal to your original payment method before we finalize closure. Once your account is closed, you cannot reopen it using the same email address without contacting support. If you close your account during a promotional period (such as around Idul Fitri or Idul Adha), any unclaimed bonus offers are forfeited.
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