puzzlesFrequently Asked Questions
Users who are new to puzzles often ask about account setup, how to deposit and withdraw funds, which games are available, and how our platform protects their data. We've gathered the most common questions here to help you navigate registration, payments, gameplay, and account security on puzzles.
This page answers questions about how puzzles works—from opening an account and verifying your identity, to understanding account preferences, choosing a payment method, and using account-control features. If your specific question isn't listed below, our support team is available via email and in-app chat to help.
For detailed information about our terms of service, jurisdiction rules, and what data we collect, refer to our Terms & ConditionsLegal Noticeand Privacy PolicyThese pages cover settlement timing, bonus rules, dispute resolution, and your jurisdiction eligibility. This FAQ focuses on the practical, everyday questions that help you get started and use puzzles smoothly.
- • Account and registrationhow to start, KYC verification, password recovery, and account security
- • Payments and transactionsdeposit and withdrawal via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and bank transfer
- • Game rules and gameplayfootball betting on Liga 1 and Piala AFF, live-dealer tables, slots, and esports markets
- • Support and account controlresponse times, account tools, and when to contact us
Below, you'll find answers to our most frequently asked questions organised by topic. Expand each question to read the full answer. If you don't see your question here, reach out to our support team—they can provide additional guidance on account setup, payments, games, and account security on puzzles.
Account and registration
To reset your password, click the "Forgot your password?" link on the member login page. Enter the email address associated with your puzzles account. We'll send you a password-reset link to that email within a few moments. Click the link, and you'll be directed to a secure form where you can create a new password. Choose a strong password combining uppercase letters, numbers, and special characters.
If you don't see the reset email in your inbox, check your spam or promotion folder. If you still don't receive it after subject to verification, contact our support team with your account email, and we can resend the reset link or assist with account recovery. We never ask for your password via email or chat—only you should ever know your password.
When you open an account on puzzles, we ask for your email address, a secure password, full name, date of birth, mobile phone number, and country and city of residence. These fields are required to create your account. Your email is used for login verification and password resets; your phone number can be used for optional two-factor authentication and support contact.
After registration, you can start depositing and playing immediately. However, to withdraw funds, we require identity verification (KYC): a government-issued ID, proof of residential address, and sometimes a selfie. Verification typically completes within 24 hours. During verification, your account remains active for deposits and play—only withdrawals are temporarily held pending clearance. This verification ensures we comply with anti-money-laundering regulations and protects your account security.
On puzzles, you control multiple account features: login credentials (email and password), two-factor authentication (enable or disable SMS verification on login), notification preferences (receive or mute push alerts for match results, settlements, and promotions), language settings, and transaction history visibility. All of these are managed in your account settings, accessible on your phone or desktop.
You can also update your registered phone number and email address, view your complete betting and deposit history with timestamps, and request a copy of your personal data. If you believe your account is at risk, contact support immediately to lock your account and prevent unauthorised access. Our teams can also help if you suspect fraudulent transactions or unusual login attempts.
Payments and transactions
We support deposits from a minimum of a modest amount up to higher limits depending on your payment method and account verification status. DANA, e-wallet, mobile banking, and local payment typically allow deposits within broad ranges suitable for both casual players and high-volume users. online payment and e-wallet offer similar flexibility. Bank transfers (mobile banking, local payment, online payment, e-wallet) via virtual account (VA) can accommodate any amount you choose, limited only by your bank's daily transfer caps.
For exact account preferences on your specific payment method, log into your puzzles account and navigate to the deposit page—we show your available limits there in real time. If you have a newly verified account, some limits may be lower initially; they increase as your account history grows. Contact support if you'd like to discuss limits suitable for your budget or if you wish to temporarily adjust your deposit preferences.
We do not charge fees on deposits made via mobile banking, local payment, online payment, e-wallet, mobile banking, or local payment. These payments are processed instantly, and you receive your full deposit amount in your puzzles account. Bank transfers (online payment, e-wallet, mobile banking, local payment) to our virtual account also carry no fee from puzzles—however, your bank may apply a transfer fee depending on your account tier and the amount transferred. Check with your bank for their standard transfer charges.
Withdrawals are also fee-free on puzzles—when you withdraw to your linked payment method, the full amount reaches your account without deduction. Processing times vary: e-wallet withdrawals (online payment, e-wallet, mobile banking, local payment) typically settle within a few hours; bank transfers settle within 1-2 business days depending on your bank's processing window. If your withdrawal is delayed beyond the expected window, contact support and we'll investigate.
Game rules and gameplay
puzzles offers four main categories: sportsbook (football matches from Liga 1, Piala Indonesia, Piala AFF, Champions League, and Premier League, plus badminton and MotoGP), live-dealer tables (blackjack, roulette, baccarat, and Dragon Tiger with real dealers in multi-camera studios), slots (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways with certified RNG), and esports markets (Mobile Legends, Free Fire, and PUBG Mobile tournaments with live settlement).
Each category has its own rules and settlement mechanics. Football matches settle when the final whistle is called. Live-dealer games settle immediately when the outcome is determined. Slots settle instantly on each spin. Esports markets settle when tournament results are official. Full rules for each game type are available in the in-app game guide or by contacting support.
Free bets are promotional wagers we occasionally offer to eligible players—they allow you to place a sportsbook bet without spending your own funds. Free spins are similarly promotional opportunities to spin a slot machine without deducting from your balance. When these promotions are active, they appear in your account's promotions tab or via a push notification on your phone. Terms apply: free offers may have minimum odds requirements, usage windows, or game restrictions.
Not all players receive the same promotions at the same time. Eligibility depends on your account age, activity, and jurisdiction. If you see a promotion you'd like to use, tap "Claim" in the promotions section. If you don't see any active promotions, contact support to ask about current offers. We're transparent about all promotion rules—read the full terms before claiming to understand any playthrough requirements or expiry dates.
Support and account care
Our support team responds to in-app chat queries within a few hours during business hours. Email inquiries receive a reply within one business day. For urgent account issues (suspected fraud, locked account, withdrawal problems), reach out via in-app chat first—you'll get faster assistance. Include your account email and a clear description of the issue so we can help quickly.
During peak times (match days during Liga 1 season or major tournaments like Piala AFF), response times may be slightly longer due to high volume. If your issue is not urgent, email is an excellent choice—we provide detailed, thorough answers to account, payment, and game-rule questions via email. For immediate help, chat is faster. We support English and local languages in both channels.