mansionFrequently Asked Questions

Users on mansion ask a range of questions—from how to open an account and verify identity, to deposit and withdrawal processes, game rules, and account security. This page collects the most common inquiries we receive across account setup, payments, gameplay, and platform policies.

We built this FAQ to help you find answers without waiting for support. It covers account registration, KYC verification, payment methods (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and regional banks), game categories, withdrawal timing, and account preferences. If your question is not answered here, you can reach our support team by email or in-app chat.

For detailed policy information—including jurisdiction restrictions, data handling, and account termination—refer to our Terms and Conditions and Privacy Policy. This FAQ is a quick reference; it does not replace those legal documents.

Select a topic below to find your answer. Scroll or search within each section for the question you need.

Account and registration

When you register on mansion, you provide a username (3–20 characters), email address, password, mobile phone number, and confirm your agreement to our Terms and Conditions. During registration, you also declare that access to mansion is legal in your jurisdiction. After registration, you must complete KYC (Know Your Customer) verification by uploading a government-issued ID (KTP or passport), proof of address (utility bill or bank statement), and a selfie holding your ID. We process KYC documents within 24 hours. Users in Jakarta, Surabaya, Bandung, and other supported regions follow the same verification steps. Once verified, you can deposit funds and begin using the platform.

Account opening on mansion follows these steps: (1) Visit mansion.bid and click "Open account"; (2) Enter username, email, password, and phone number; (3) Accept Terms and confirm jurisdiction eligibility; (4) Receive a verification email and click the link to confirm your email; (5) Log in and upload KYC documents (ID, proof of address, selfie); (6) We verify documents within 24 hours; (7) Once approved, you may deposit via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, or direct bank transfer (mobile banking, local payment, online payment, e-wallet); (8) Your account is ready to access live-dealer tables, sportsbook markets (Liga 1, Piala AFF, Champions League), slots, and esports games. Total time from registration to verified account is typically 1–2 hours if documents are clear.

You can adjust account settings by logging into mansion and navigating to "Account Settings." There you can change your password, update contact information, adjust notification preferences, and set login alerts. If you wish to pause activity temporarily, you may restrict access to your account during specific times or contact support to temporarily lock your account. We do not offer permanent account closure or account controls features on this platform; however, you may request that support investigate unusual activity or disable your account if you believe it has been compromised. Contact [email protected] or use in-app chat to request account changes.

You can email our support team at [email protected]. Include your username, the email address registered on mansion, and a clear description of your issue. Our team responds within 4–8 hours during regional business hours. For faster resolution, use in-app chat if available in your region, or check the help centre for common answers. For account security concerns (suspected unauthorized access, forgotten password), email us immediately so we can secure your account and guide you through recovery steps.

Payments and transactions

Deposits on mansion are free when using mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, or direct bank transfer (online payment, e-wallet, mobile banking, local payment). No processing fee is charged by mansion. However, some e-wallet providers or banks may charge their own transaction fees depending on your account type and plan; we recommend checking your provider's terms. Withdrawals are also free when processed by mansion. Funds return to your original payment method (e-wallet or bank account) at no charge to you. Processing time and any fees from your bank or e-wallet are the responsibility of that provider, not mansion.

When you request a withdrawal on mansion, our system performs immediate anti-fraud checks. If your account and request pass verification, we approve the withdrawal and send funds to your registered payment method (e-wallet or bank account) within a standard verification window. Processing time depends on your payment provider: e-wallets (online payment, e-wallet, mobile banking, local payment, online payment, e-wallet) often complete within hours; bank transfers (mobile banking, local payment, online payment, e-wallet) typically complete within 1–3 business days. During holidays like Idul Fitri or Imlek, bank processing may be delayed. You can track withdrawal status in your account transaction history. If a withdrawal does not arrive within the expected timeframe, contact support and we will investigate with your payment provider.

Promotion codes (if available) are entered during deposit. After you select your payment method (mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, or bank transfer), the deposit form will display a field for a promotion or bonus code if one is active. Enter the code exactly as provided (case-sensitive), then complete the deposit. The bonus terms will be applied to your account after the deposit confirms. If you have a code but do not see a field for it, check the mansion promotions page or contact [email protected] to confirm the code is active and applicable to your region. Not all promotion codes are available year-round or to all users.

Game rules and markets

Our sportsbook covers major football leagues and tournaments including Liga 1 (Indonesian Premier League), Piala Indonesia, Piala AFF (ASEAN Football Championship), Champions League, Premier League, La Liga, and international matches. We also list markets for MotoGP, badminton, and esports tournaments (Mobile Legends, Free Fire, PUBG Mobile). Live-dealer tables include blackjack, roulette, baccarat, Dragon Tiger, and specialty games from multi-camera studios. Slot games feature Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. Market availability varies by region; check the mansion app or website for game information and availability in your area. During tournament seasons (Liga 1 playoffs, Piala AFF finals, major league fixtures), we expand market depth and offer additional betting options.

Security and compliance

Our services are available only where local law permits. Users are responsible for verifying that access to and use of mansion comply with the laws of their jurisdiction. We do not offer services in jurisdictions where online wagering is prohibited by law. By registering and using mansion, you confirm that our platform is legal in your location. If you are unsure about the legal status of online gaming in your area, you should not create an account. Enforcement of gaming laws varies by country and region. We recommend reviewing your local regulations or consulting with a legal professional before accessing mansion. Our Terms and Conditions and Privacy Policy contain additional jurisdiction notices and compliance requirements.

We protect your account using SSL 256-bit encryption on all connections, so your data in transit is secure. Your password is hashed and never stored in plain text. Payment data (card numbers, e-wallet credentials) is tokenized and never stored on our servers—it passes directly to payment processors (online payment, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet). We maintain immutable transaction logs so you can review every deposit, bet, and withdrawal. Two-factor authentication is available to add an extra security layer. If you suspect unauthorized access, change your password immediately and contact [email protected]. Our team will review account activity and help you secure your account. For detailed data handling practices, see our Privacy Policy.
Did not find your answer? Contact our support team at [email protected] or use in-app chat. We respond within 4–8 hours. For legal questions, review our Terms and Conditions and Privacy PolicyFor account security concerns, reach out immediately.
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