sydneypoolsFrequently Asked Questions

If you forget your password, go to the member login page and click the "Forgot your password?" link. Enter the email or username associated with your account. We will send a password-reset link to your registered email within a few minutes. Click that link and create a new password. If you do not receive the reset email, check your spam folder or contact our support team. We will verify your account identity (typically via email confirmation or security questions) before issuing a reset. For security reasons, we do not reset passwords via phone calls or instant messages.

No. Each person may hold only one active account on sydneypools. Accounts must be registered in your legal name and must carry your unique identity document number. If we detect that you own or operate multiple accounts, we will close all but one and may forfeit balances. Shared accounts (where multiple people use one login) are also prohibited. If you have a legitimate reason to close an existing account and open a new one, contact our support team first to ensure proper closure and prevent accidental account duplication.

During account opening, you provide your legal name, date of birth, email, and phone number. To complete KYC (Know Your Customer) verification and unlock full features, we request a government-issued photo ID (passport, driver's license, or national ID card) and a recent utility bill or bank statement showing your name and address. Upload clear, colour images of both documents. Our compliance team reviews submissions within 24 hours. If your documents are unclear or do not match your account information, we will request resubmission. KYC verification is required before you may withdraw funds. Users in Jakarta, Surabaya, Bandung, and other major cities follow the same KYC process.

To deposit via local payment, online payment, or e-wallet, go to your account cashier and select the payment method. Enter your deposit amount (we accept deposits in a wide range). The system generates a unique payment code or redirects you to the e-wallet app to authorize the transfer. Once you confirm the payment in your e-wallet app, the funds arrive in your sydneypools account within minutes. No fees are charged by us; your bank or e-wallet provider may apply their own fees. If your deposit does not arrive after subject to verification, check that the transaction was confirmed in your e-wallet app. If it appears pending there, wait 24 hours. If it fails or does not appear after one business day, contact our support team with your e-wallet transaction ID.

Withdrawal requests are reviewed and processed during our standard business hours. Initial review typically takes one business day. Once approved, your funds are returned to the payment method you used for your last deposit (e.g., your mobile banking wallet if you deposited via local payment, or your online payment bank account if you used a e-wallet virtual account). The receiving bank or e-wallet then processes the transfer, which can take one to three business days depending on their processing speed. Public holidays (Idul Fitri, Idul Adha, Imlek, Nyepi) may extend timelines. You can check your withdrawal status in your account history at any time. If a withdrawal is delayed beyond five business days, contact support with your withdrawal request ID.

We accept deposits and withdrawals via mobile banking, local payment, online payment, e-wallet, mobile banking, and local payment (for e-wallet transfers). For bank transfers, we offer online payment, e-wallet, mobile banking, and local payment virtual accounts (VA). Each payment method carries the same deposit and withdrawal terms on sydneypools. E-wallet transfers typically arrive within minutes; bank transfers may take up to one business day. Withdrawals return to the same method you used for your most recent deposit. If you switch payment methods frequently, ensure your account KYC is complete so we can verify each new payment method before processing withdrawals. We do not charge fees for deposits or withdrawals; any fees come from your bank or e-wallet provider.

We cover major football leagues and tournaments: Liga 1 (Indonesia domestic league), Piala AFF (Southeast Asia confederation cup), Champions League (European club competition), and Premier League (English domestic league). We also offer markets on badminton tournaments and MotoGP motorcycle racing. Each market shows pre-match odds (available before the match starts) and in-play odds (updated live during the match). Markets settle based on official match results as published by the competition organiser. Odds and available markets vary by competition and may change based on betting volume or technical updates. Check the sydneypools sportsbook section for the current list of available markets and their settlement rules.

Our main slot titles include Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. Each game has its own mechanics, paytables, and return-to-player (RTP) percentage. We also run daily and weekly slot tournaments where players compete on leaderboards for scheduled prize distributions. Tournament results are calculated each week, typically on Sundays, and prizes are credited to winning accounts within one business day. You can join tournaments at no extra cost; your regular gameplay counts toward tournament standings. Rules and prize tiers for each tournament are listed in the tournament details page before entry.

We offer live-dealer tables including blackjack, roulette, baccarat, and Dragon Tiger. Each table streams from a multi-camera studio with professional live dealers. Games are available around the clock. You place bets via the on-screen interface; the dealer executes the action and announces the outcome, which settles instantly on your account. Minimum and maximum bets vary by table. Live-dealer sessions are recorded for dispute resolution—if you contest a hand outcome, we review the video recording. Games settle immediately after the dealer announces the result; there is no settlement delay like in sportsbook markets. Table rules and betting limits are shown on each game page.

Yes. We list esports markets including Mobile Legends, Free Fire, and PUBG Mobile tournaments. Markets cover popular competitions and regional qualifiers. Odds are updated as tournament brackets progress and as teams are eliminated. Markets settle based on official tournament results as announced by the esports organization. In-play betting is available for some matches during live streams. Settlement typically occurs within hours of the match conclusion. Esports markets are seasonal and vary based on tournament schedules, so check the esports section regularly for current available markets.

Our weekly cashback offer returns a percentage of net losses (bets minus winnings) each week. The cashback percentage and minimum loss threshold are published in the promotion details. Cashback is calculated every Sunday and credited to your account by Monday. For example, if the promotion offers our matching offer on a minimum weekly loss of our welcome offer, and your net loss for the week is our welcome offer, you receive a our welcome offer cashback credit. Cashback credited to your account has no playthrough requirement and may be withdrawn immediately. However, the promotion terms may vary—always check the current promotion page before the week ends to confirm the exact percentage and minimum. Cashback is available to all active account holders; certain game categories may be excluded.

Our support team handles English and Indonesian. You may contact us via email or the support contact form available in your account. Responses are provided during standard business hours. For urgent issues, use the in-app chat feature (if available) for faster assistance. We do not provide support in other languages; if you need help in a specific language, please provide a translated version of your question or ask a local resident to help you communicate with us. Users across Indonesia—from Jakarta to Medan to Semarang—use the same support channels and receive responses in English or Indonesian depending on your preference.

We protect your personal information using industry-standard encryption and secure servers. Your password is hashed and never stored in plain text. Payment information (e-wallet tokens, bank account numbers) is encrypted and kept separate from your profile. We do not sell your data to third parties. We share information with financial regulators and law-enforcement authorities only when required by law or court order. We may share aggregate (non-identifying) statistics with partners for business analysis, but never your individual identity. For details, review our privacy policyIf you believe your personal information has been compromised, contact our support team immediately and reset your password.