mastoto FAQ

KYC (Know Your Customer) verification on mastoto requires a government-issued ID and proof of address. Accepted government IDs are your national ID card (KTP), passport, or driver's license. The ID must show your full name, date of birth, and ID number clearly. For proof of address, submit a recent utility bill, bank statement, or official letter dated within the last three months. Your name on the address document must match your registered mastoto account name. Upload both documents via the Account → Verification section in the mastoto app. Our team reviews submissions within 24 business hours and notifies you by email once verification is complete. If a document is rejected, we will explain the reason and allow you to resubmit.

No. Each user may open and maintain only one account on mastoto. If we detect multiple accounts registered to the same person (same email, phone number, or payment method), we will suspend all linked accounts and may forfeit any balances. This rule protects the integrity of our platform and prevents abuse of new-user offers. If you have forgotten your password or lost access to your account, use the account recovery process instead of opening a second account. Contact our support team via the mastoto app, and we will help you regain access to your existing account within 2–4 hours during business hours.

Before your first session on mastoto, read our Terms and Conditions and Legal Notice to understand jurisdiction restrictions, account eligibility, and platform rules. The Terms explain how deposits and withdrawals work, what counts as suspicious activity, and our approach to account suspension or closure. The Legal Notice outlines which regions have access to mastoto and confirms that our services are available only where local law permits. You should also review the rules for the specific game category you plan to use: football betting rules (odds, bet types, settlement), live-dealer game rules (blackjack, roulette, baccarat payout tables), and slot-game RTP (return-to-player percentage) information. This information is available in the Rules section of the mastoto app and on our website. If you have questions about a specific rule, contact support.

If a deposit or withdrawal does not complete, the first step is to check the transaction status in your mastoto account under Transactions → History. A transaction may show as Pending if your bank or payment provider (DANA, e-wallet, mobile banking, local payment, or online payment) is processing it; pending transactions usually resolve within 2–6 hours. If a transaction fails, your funds are automatically returned to your original payment method within 24–48 hours. Do not attempt to resubmit the same transaction immediately; wait at least one hour. If funds do not appear after 48 hours, or if a transaction shows Failed and you are unsure why, contact our support team via live chat. Provide your transaction ID, the payment method used, and the amount. Our team will check with your bank or payment provider and advise you on next steps.

mastoto offers several account-control features to help you manage your session and funds. In Settings, you can change your password, update your registered email and phone number, and enable two-factor authentication for extra security. The Transaction History section shows all deposits, withdrawals, and gaming activity with dates and amounts. You can also view your current account balance, bonus balance (if applicable), and any active promotions. For payment methods, you can add or remove linked accounts (e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet) so that you control which method is used for your next deposit or withdrawal. If you suspect unauthorized activity on your account, change your password immediately and contact support via live chat. Our team will review your account activity and advise on security measures.

mastoto does not charge a platform fee on deposits or withdrawals. However, your bank or payment provider (mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet, or mobile banking) may apply their own transaction fees depending on your account type and the transfer amount. These fees are set by your bank or payment provider, not by mastoto, and will be deducted at the time of the transaction. Before you submit a deposit or withdrawal, check with your bank or payment app to understand any applicable charges. If you are unsure whether a fee will apply, contact your bank's customer service or our support team. When you withdraw funds, the amount shown in the mastoto app is the net amount that will reach your bank account after any bank fees.

Our support team monitors email during business hours (08:00–20:00 WIB, Monday to Sunday). When you email us, include your mastoto account email, username, and a clear description of your issue. Email support typically responds within subject to verification during business hours. For urgent issues (such as account lockout or suspected fraud), use live chat in the mastoto app for a faster response. During holidays such as Idul Fitri or Idul Adha, email response times may be longer; check our status page for updates. You can find the exact support email address in the Contact Us section of the mastoto app. Save this email and include your account details and transaction ID (if applicable) in every inquiry so our team can assist you promptly.

mastoto offers a welcome package to new accounts that have completed KYC verification and made an initial deposit. The exact terms of the welcome offer are displayed in the Promotions section of the mastoto app at the time you sign up. Welcome offers typically apply to your first deposit and may include bonus funds or free-play credits that you can use on live-dealer tables, slots, or football betting. Any bonus is subject to terms such as a play-through requirement (meaning you must wager the bonus a certain number of times before you can withdraw it). Read the full terms of any promotion before accepting it. If you have questions about whether a promotion applies to your account or jurisdiction, contact our support team. Note that some regions may not qualify for certain promotions due to local law.

Our live-dealer studios (blackjack, roulette, baccarat, Dragon Tiger) stream video directly from multi-camera setups in professional broadcast facilities. The mastoto app detects your network speed and automatically adjusts video quality to suit your connection. On a standard mobile network, the app uses adaptive bitrate streaming, which may reduce resolution if your signal is weak but maintains a playable stream. For the smoothest experience, connect to a strong WiFi network or 4G signal. If your stream freezes or drops, the mastoto app will attempt to reconnect within 10–15 seconds. If you are in an area with very weak network coverage (such as during travel between Jakarta and Bandung), consider using the slot games or football betting features, which require less bandwidth. You can also check the Connection Status in Settings to see your current network quality before joining a live table.

Our support team is available by email during standard business hours (08:00–20:00 WIB, every day). You can find the support email address in the Contact Us section of the mastoto app or on our website. When you email us, provide your registered account email, username, and a detailed description of your question or issue. If you are reporting a security concern, include the date and time it occurred. Email support typically responds within subject to verification during business hours. For faster help, use live chat within the mastoto app, which often responds within subject to verification. During major holidays such as Idul Fitri, Idul Adha, or Imlek, response times may be extended; we will notify you of any delays on our status page.

mastoto services are available only in jurisdictions where online wagering is legal and permitted by local law. We do not offer our platform in regions where such activities are prohibited. Access to mastoto may be restricted based on your IP address, registered location, or payment method. If you are unsure whether mastoto is available in your area, consult our Legal Notice or contact our support team. We take jurisdiction compliance seriously and will suspend or close any account found to be accessing the platform from a restricted region. If your account is suspended due to jurisdiction concerns, you can contact support to discuss your situation, but reinstatement is not guaranteed. Users are responsible for verifying that access and use of mastoto comply with their own jurisdiction's law.