draftkings Account & Payment FAQ
Users registering on draftkings ask about account verification, deposit and withdrawal methods, payment fees, password recovery, and how our games differ from one another. This FAQ covers the most common questions around account setup, payment processing via DANA, e-wallet, mobile banking, and bank transfers, and how our support team operates.
This page answers routine questions about creating an account, confirming your identity, funding your balance, and accessing live-dealer tables, sportsbook markets, and slots. For detailed terms, regulatory status, or complex account disputes, review our terms and conditions and legal notice. For urgent account issues or disputes outside this FAQ scope, contact our support team directly via live chat, email, or phone.
Each FAQ item is written in plain language with concrete steps and time frames. If you cannot find your question below, use the search function or go to our contact page to reach a support agent in English or Bahasa Indonesia. Our agents are available 24/7 to troubleshoot deposits, withdrawals, betting rules, and account security.
- Account and registrationKYC verification documents, password reset, data-deletion requests
- Payments and transactionsdeposits via local payment, online payment, e-wallet, mobile banking, local payment, online payment, bank transfers; withdrawal processing and fees
- Games and featureslive-dealer tables versus slots, rules, cashback offers, settlement timing
- Support and contactreaching customer support, email channels, general account questions
Account and registration
We require a valid national identity document (KTP), passport, or driver's license issued by the Indonesian government or a recognised authority. The document must be legible, in color, and valid for at least six months from the date you submit it. We also request proof of address—a utility bill, bank statement, or official government letter issued within three months, showing your name and address. If you live in Jakarta, Surabaya, Bandung, Medan, or Semarang, submit documents matching your local residence. All files must be in JPEG or PDF format, no larger than 5 MB. Once submitted, our verification team reviews your documents within 24 hours.
On the login page, click the "Forgot your password?" link. Enter your email address or username and select Continue. We will send a password-reset link to your registered email within two minutes. Click the link and set a new password—at least eight characters, with at least one letter and one number. The reset link is valid for 24 hours; if it expires, request a new one. Once you save your new password, you can log in immediately. If you do not receive the email, check your spam folder or contact support.
To request deletion of your personal data, contact our support team via email at [email protected] or through live chat on the website. Provide your account username, registered email, and a brief description of your request. Our privacy team will acknowledge your request within 48 hours and explain what data can be deleted, what must be retained for regulatory reasons, and the timeline for completion. Some data is retained under Indonesian gaming law for up to seven years. Your request will be processed according to our privacy policy and applicable data protection regulations.
Payments and transactions
To deposit via online payment, e-wallet, or mobile banking, go to your account dashboard and select Deposit. Choose your preferred payment method and enter the amount. You will be redirected to the app or browser of your e-wallet, where you confirm the payment with your PIN or biometric login. Once confirmed, your balance is credited to your draftkings account within 30 seconds. Minimum deposit is our welcome offer; maximum per transaction is our welcome offer. There are no fees charged by draftkings on deposits made through these methods. If your payment fails, check your e-wallet balance and try again. Successful payments appear immediately in your account history.
We do not charge fees on deposits made via local payment, online payment, e-wallet, mobile banking, local payment, or online payment. Bank transfers (e-wallet, mobile banking, local payment, online payment) may incur a small processing fee depending on your bank—typically our welcome offer to our welcome offer. For withdrawals, we deduct no fee from your requested amount; however, some banks charge a small fee on their end when receiving the transfer. Withdrawals are processed within one to three business days. Our accounting system shows the exact amount you will receive net of any bank charges before you confirm. Check with your bank if a withdrawal shows a discrepancy.
Standard withdrawals to e-wallet, mobile banking, local payment, and online payment are processed within 1–4 hours on business days and may take longer during weekends or public holidays such as Idul Fitri or Idul Adha. Bank transfers (e-wallet, mobile banking, local payment, online payment) typically appear within one to three business days. Your withdrawal request enters our queue immediately after submission; processing time depends on your bank's settlement schedule. You can check the status of your withdrawal in your account dashboard under Transaction History. If a withdrawal is delayed beyond the stated window, contact support with your transaction ID.
Games and features
Live-dealer tables feature a real human dealer and other players, streamed from our multi-camera studios in real time. You can play blackjack, roulette, baccarat, Dragon Tiger, Sic Bo, and other games with table limits ranging from our welcome offer to our welcome offer per hand. Bets are settled by the dealer and shown on screen. Slots are algorithmic games where you spin reels and win by matching symbols. Outcomes are generated by a certified random-number generator (RNG). Slots have no dealer, no other players, and faster play. Minimum bet on slots is our welcome offer; maximum is our welcome offer per spin. Both categories support multiple languages, include game history, and allow you to pause or exit at any time.
Our weekly cashback offer refunds a percentage of your net losses on sportsbook and live-dealer games each Monday at 3 PM. The cashback rate depends on your account tier: Standard members receive non-specific info, Silver non-specific info, and Gold non-specific info. Cashback is calculated on net losses only—total wagered minus total winnings. Minimum weekly loss must exceed our welcome offer to qualify. Cashback is credited directly to your account balance as cash (not bonus funds) and may be withdrawn or wagered immediately. Cashback calculations are shown in your account dashboard under Promotions. Tier upgrades are based on cumulative turnover over 30 days.
Football bets on Liga 1, Piala AFF, Champions League, and Premier League matches are settled based on the official final score at the end of regular time (subject to verification plus injury time). Extra time and penalty shootouts are not counted unless you placed a bet on the full-match winner including extra time. Abandoned matches are void and stakes are returned. If a match is postponed, your bet remains active and is settled once the match is played, typically within 30 days. Settlement occurs within subject to verification of the match ending. Your bet slip shows the settlement rules for each market before you confirm your stake. You can review all settled bets in your account under Bet History.
Support and contact
Email our support team at [email protected] with your account username, email address, and a description of your issue. We acknowledge all emails within 24 hours and provide a full response within 48 hours on business days. For urgent issues—such as account access problems, suspected fraud, or payment disputes—use our live chat, which offers responses within subject to verification during business hours. Live chat is available 24/7. Support replies may also arrive via SMS if you provided a phone number. If your issue requires investigation, we may request additional information and provide an update within three to five business days.
Our support team operates 24 hours a day, seven days a week, including weekends and public holidays. Live chat is available anytime and typically responds within subject to verification. Email support is monitored continuously; you can expect acknowledgment within 24 hours and a full response within 48 hours. Phone support is available from 8 AM to 10 PM Western Indonesia Time (WIB), seven days a week. During peak hours (evening and weekend evenings), wait times may be longer. For account-security emergencies outside business hours, use live chat or email, and we will escalate your case for immediate review.
If you forget your username, go to the login page and click "Need help signing in?" Then select "I don't remember my username" and enter your registered email address. We will send your username to that email within two minutes. If you do not receive it, check your spam folder. If you no longer have access to your registered email, contact support via live chat or email ([email protected]). Provide your full name, phone number, and the email address you currently use, and our team will verify your identity and provide your username or help you update your account email.