hanabi Account & Payment FAQ
Users of hanabi ask about account setup, password recovery, deposits via DANA / e-wallet / mobile banking / local payment / online payment / e-wallet / mobile banking / local payment / online payment / e-wallet, withdrawals, football market rules, live-dealer game mechanics, slot features, identity verification, and account security. This page answers the most common questions across all of those topics.
This FAQ resolves practical questions about how hanabi works: how to reset your login, what to do if a payment stalls, which tournaments we cover, how cashback is credited, how we protect your data, and what documents KYC verification requires. For legal details about jurisdiction restrictions, account eligibility, or our data policy, see our legal notice and privacy policyFor technical support, use the contact form on this site.
Read through the topics below to find your answer. If your question is not covered here, contact our support team via the form on hanabi. We aim to respond to support inquiries within one business day. Common issues (password reset, payment delays, KYC status) are often resolved faster if you provide your account email and a clear description of what happened.
- Account and registrationhow to start, password recovery, KYC verification, account security
- Payments and transactionsdeposit via mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, and bank virtual accounts; withdrawal requests and fee policies
- Markets and offersfootball tournaments (Liga 1, Piala AFF, Champions League), live-dealer tables, slots, and cashback
- Data and supporthow we handle your information, contacting hanabi support, and account protection
Account and registration
If you forget your hanabi password, go to the login page and click the "Forgot password?" link. Enter your registered email address, and we will send you a password reset link within a few minutes. Click the link, set a new password, and log in. If you do not receive the email, check your spam folder and make sure you are entering the exact email address you used when you created your account. If the reset link does not work, contact our support team and we can help you verify your identity and reset your password manually.
KYC (know-your-customer) verification on hanabi typically requires a government-issued ID (passport, driving licence, or national identity card) and proof of your current address (utility bill, bank statement, or rental agreement dated within the last 3 months). Some users may be asked for additional documentation, such as a recent selfie holding your ID, depending on your account activity or withdrawal amount. We review documents within 1-2 business days. If your documents are unclear or incomplete, we will ask you to resubmit. KYC is required before you can withdraw funds from hanabi.
We protect your account data with encryption in transit (HTTPS) and at rest (database encryption). Your password is hashed and never stored in plain text. We do not sell your personal information to third parties. We share your data only with staff who need it to serve you and with regulators or law enforcement when required by court order. Your transaction history is kept for anti-money-laundering compliance and tax purposes. You can request a copy of your data or ask us to delete your account by contacting our support team. See our privacy policy for full details.
Payments and transactions
If a deposit does not appear in your hanabi account within the expected time, first check that your bank or payment app (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, or your bank's app) shows the transaction as successful. If your payment provider confirms the transaction was sent, wait a few more hours; hanabi processes deposits throughout the day and during weekends. If the deposit is still missing after 24 hours, contact our support team with your transaction ID from your payment provider. We will investigate and manually credit your account if the funds were received but not matched to your hanabi account. For withdrawals, we initiate the transfer to your registered payment method within one business day of KYC verification, but the payment provider may take 1-3 business days to complete the transfer.
hanabi does not charge fees on deposits or withdrawals. However, your payment provider (your bank, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment) may charge you a small fee for using their service. These fees are set by your provider, not by hanabi, and we cannot waive them. Most e-wallet providers do not charge fees for transfers to merchants; check your app or contact your provider if you are unsure. Bank-to-bank transfers via online payment, e-wallet, mobile banking, or local payment virtual accounts typically carry no fee on the hanabi side. If you see an unexpected fee on your payment provider's statement, contact them directly.
Markets and offers
hanabi covers football markets from Liga 1 (Indonesia domestic league), Piala Indonesia (Indonesia cup competition), Piala AFF (Southeast Asian regional tournament), Piala Asia, Champions League (European club competition), Premier League (English domestic league), and other major leagues. We also list game information on MotoGP, badminton tournaments, esports markets (Mobile Legends, Free Fire, PUBG Mobile), and live-dealer tables (blackjack, roulette, baccarat, Dragon Tiger). Odds are updated in real time during matches. Not all markets are available at all times; check the hanabi app or website to see which matches and tournaments are currently available.
Our weekly cashback offer returns a percentage of your net losses on selected markets during a rolling weekly period. The exact cashback rate and eligible markets vary and are announced in your account dashboard. Cashback is credited to your account balance automatically at the end of each week and is subject to the terms outlined in our terms and conditionsSome users may not be eligible for cashback if their account is under review or if they have made large withdrawals. Check your account dashboard for your specific cashback rate and eligibility. Cashback is credited in the form of account balance and can be used for future transactions.
You can reach hanabi customer support via the contact form on this website. Fill in your email, account name (or the email linked to your account), and your question, then submit the form. We aim to respond within one business day. For urgent issues, include "Urgent" in your subject line. We also monitor our support email throughout the week and respond faster to questions about account security, payment delays, and KYC verification. If you need immediate help with a technical issue, try clearing your browser cache, disabling ad blockers, and trying again in a different browser. Contact form inquiries are recorded in our system for reference if you need follow-up.
Account security and general
hanabi operates continuously, but some payment providers may experience longer processing times during major Indonesian holidays (Idul Fitri, Idul Adha, Imlek, and national holidays). Deposits may take longer to credit, and withdrawals may be delayed if your bank or e-wallet provider (online payment, e-wallet, mobile banking, local payment, online payment) reduces staffing during the holiday period. We process payments as soon as the provider confirms them. If you are planning a withdrawal around a holiday, submit it a few days early to avoid delays. Our support team is available throughout holiday periods to help with account issues.
We may restrict or close an account if we detect unusual activity, if you fail to complete KYC verification, or if we determine that your access does not comply with our legal notice and jurisdiction requirements. If your account is restricted, we will notify you via email and explain the reason. If the restriction is due to jurisdiction (your IP address is from a prohibited territory), we will refund your balance to your registered payment method within 30 days. If the restriction is due to incomplete KYC or suspected fraud, we will ask you to provide additional information. Contact our support team to discuss your options.
Yes. You can update your email and phone number in your account settings on hanabi. When you change your email, we send a confirmation link to both your old and new email addresses to prevent unauthorised changes. When you change your phone number, we send an SMS verification code to your new number. Keep your contact details current so that we can reach you about account alerts, login activity, and withdrawal status. If you no longer have access to your old email or phone, contact our support team and we can verify your identity through other means (such as your ID and address documents) and help you update your details.
hanabi services are available only in jurisdictions where online wagering is permitted by local law. We determine your jurisdiction based on your IP address, account registration information, and login location. If you attempt to access hanabi from a prohibited jurisdiction, your account may be restricted and your balance refunded within 30 days. If you are unsure whether your jurisdiction is supported, contact our support team before creating an account. For full details on jurisdiction restrictions, see our legal noticeUsers are responsible for verifying that their access to and use of hanabi comply with the laws of their own jurisdiction.