sekai Casino & Sportsbook FAQ
Users of our sekai platform ask questions across several key areas: how to open and secure an account, how to deposit and withdraw funds using Indonesia-region payment methods, how to understand slot game mechanics and tournament structures, and how to resolve technical or security concerns. This page addresses the most common topics to help you navigate our sportsbook, live-dealer tables, slot games, and esports markets with confidence.
The answers below cover account registration, password recovery, payment options including DANA, e-wallet, mobile banking, local payment, and bank transfers via online payment, e-wallet, mobile banking, and local payment, slot game terminology, cashback mechanics, and security practices. We have organised these by topic so you can find what you need quickly. If your question is not answered here, or if you need urgent assistance outside business hours, our support team is available through your account dashboard.
For information about our legal status, user responsibilities, and jurisdiction restrictions, please consult our legal notice and terms and conditionsThese documents outline the framework under which we operate sekai, who may access our services, and the rules that apply. Understanding these pages is important before you begin using our platform. If you have specific compliance or legal questions tied to your location, those pages are the authoritative source.
Topics covered in this FAQ
- Account and registrationhow to start, KYC verification, password recovery, and account security
- Payments and transactionsdeposit and withdrawal via online payment, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, and online payment
- Games and gameplayslot game terminology, tournament structures, and live-dealer mechanics
- Support and troubleshootingaccount access issues, support availability, and general platform assistance
If you forget your sekai password, go to the login page and click "Forgot password?" below the password field. Enter the email address or phone number you registered with. We will send you a secure recovery link to that email or a verification code to your phone. Click the link or enter the code on the next screen, then create a new password. Make sure your new password is at least eight characters long and includes a mix of uppercase, lowercase, numbers, and symbols to maintain security. Once you set your new password, you can log in immediately. If you do not receive the recovery email or SMS within a few minutes, check your spam or junk folder, or contact our support team with your registered email address.
If you notice unfamiliar activity on your sekai account, such as login notifications you did not trigger or balance changes you did not authorise, take these steps immediately. First, change your password right away using the "Forgot password" process described above. Second, review your recent login history in your account settings to see where and when your account was accessed. Third, contact our support team with details of the suspicious activity, including approximate times and any transactions you recognise. If you share your account or device with family members, verify with them first—sometimes familiar users are mistaken for unauthorised access. We at sekai take account security seriously and can help investigate and resolve such issues. For urgent security concerns, reach out through your account dashboard or send an email to our support address.
Payments and transactions
Depositing via a digital wallet like local payment, online payment, or e-wallet is straightforward. Log in to your sekai account, navigate to the "Deposit" section, and select your preferred wallet. Enter the amount you wish to deposit and tap "Continue." You will be redirected to that wallet's app or login screen; confirm the transaction using your wallet PIN or biometric authentication. Once confirmed, the funds appear in your sekai account within seconds, and you can begin playing on our sportsbook, live-dealer tables, or slot games immediately. Most digital wallets charge no fee for deposits to sekai. If your wallet declines the transaction, verify that you have sufficient balance, that your wallet is not in restricted mode, and that you are on a stable internet connection. If the problem persists, try a different payment method such as mobile banking or a bank transfer, or contact our support team.
Yes, we at sekai accept deposits via bank transfer from all major Indonesian banks, including local payment, online payment, e-wallet, and mobile banking. To deposit via bank transfer, log in to your account, select "Deposit," choose "Bank Transfer," and select your bank from the list. We will provide you with a unique account number and reference code specific to your transaction. Use your bank's app or ATM to transfer the deposit amount to that account number, including your reference code in the transaction note if possible. Bank transfers typically process within one to two business hours, depending on your bank's processing window. Transfers sent during banking hours (9 a.m. to 3 p.m. on weekdays) are usually faster than those sent outside these times or on weekends. If your transfer does not appear in your sekai account after two hours, contact our support team with your bank transaction receipt and reference code so we can investigate.
Our weekly cashback is a recurring promotional offer available to active sekai members. Each week, we calculate a percentage of your total activity (wagered amounts across slots, sportsbook, live-dealer, and esports) and credit that percentage back to your account as cashback. The exact percentage and terms vary by promotion period; you can check the current offer in your account's "Promotions" section. Cashback is credited every Monday or Tuesday and appears as a bonus balance that you can use like regular funds on any game or market. Cashback is subject to standard account-activity rules: you cannot withdraw cashback immediately—you must use it to play before you can convert any resulting balance to withdrawable funds. Detailed terms for each promotion are posted in your account when the offer becomes active. If you have questions about a specific week's cashback calculation, our support team can review your account activity and explain how the amount was determined.
Games and gameplay
RTP stands for "return to player" and describes a slot game's long-term payout percentage. For example, an means that, over thousands of spins, the game is designed to return an average of 96 cents for every dollar wagered—meaning the platform retains 4 cents per dollar. Important: RTP is a theoretical average calculated over a very large number of spins, not a guarantee on any individual session. You might win big on your first spin or lose on several spins in a row. RTP is set by the game developer and cannot be changed by sekai. All our slot games—Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways, and others—display their RTP in the game info menu or rules section. Higher RTP does not mean higher chances of winning today; it is simply a measure of how the game pays out over time. Think of it like a sports statistic: a football team's average goal-per-game tells you something about their history, not what will happen in their next match.
Support and troubleshooting
Our live chat support team is available during standard business hours, typically 9 a.m. to 6 p.m. Jakarta time, Monday through Friday. Chat availability may be extended during major sporting events such as Liga 1 matches, Piala AFF tournaments, or Champions League fixtures when traffic is high. Outside these hours, you can submit a support request through your account dashboard, and our team will respond within the next business window. For urgent matters outside business hours, such as account-access issues or suspected fraud, you can also email our support address directly, and we will prioritise your concern. Response times via email or dashboard ticket typically range from a few hours to one business day, depending on the complexity of your issue. We aim to resolve most common issues (payment problems, password resets, game questions) within one business day.