fangwingFrequently Asked Questions

We at fangwing require three documents for KYC (Know Your Customer) verification. First, a government-issued identity document — KTP (Indonesian national ID), passport, or equivalent. Second, proof of address — utility bill, bank statement, or official correspondence dated within the last three months, showing your name and address in Jakarta, Surabaya, Bandung, Medan, Semarang, or another supported jurisdiction. Third, a recent colour photograph of yourself holding your ID document next to your face. Upload these via your account settings. Verification typically completes within one business day. If a document is rejected, we will email instructions for resubmission.

If you forget your fangwing password, click the "Forgot your password?" link on the login page. Enter the email address or username linked to your account. We will send you a password-reset link to your registered email address. The link expires after 24 hours. Click it to create a new password. Your new password must be at least eight characters long and include uppercase, lowercase, and numeric characters. If you do not receive the reset email, check your spam folder. If you still cannot access your email or need additional help, contact our support team with proof of identity.

Your fangwing account includes several control features. You can update your email, phone number, and password in account settings. You can view your full transaction history — deposits, withdrawals, wagers, and payouts — and export statements for record-keeping. You can change your language preference (English or Bahasa Indonesia). You can also temporarily restrict access to your account by enabling login PIN verification if you suspect unauthorized activity. For additional security, we recommend logging out of all sessions if you use shared devices. You cannot close your account via self-service; contact support if you wish to permanently close your account.

If a deposit does not complete, your payment method is not charged and your account balance remains unchanged. Common reasons include insufficient funds, network timeout, or payment-provider restrictions. Check your payment method's app or bank statement to confirm. If the transaction was debited but not credited to fangwing, contact your bank or payment provider (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet) first — they can trace the transaction. Then email our support team with your bank or app statement showing the debit. For withdrawals, if your request fails, the funds return to your fangwing account automatically. You can resubmit the request or choose a different withdrawal method.

We at fangwing review withdrawal requests within one business day of submission. Once approved, the transfer to your payment method (mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, or bank account) proceeds immediately. Actual credit to your account depends on your payment provider — e-wallets like online payment and e-wallet typically credit within minutes, while bank transfers may take 1-3 business days. During public holidays such as Idul Fitri, Idul Adha, Imlek, or Nyepi, processing may be delayed due to bank closures. Check your account statement or contact your payment provider to confirm receipt. If a withdrawal shows as approved but never arrives, email support with your withdrawal ID and bank or app statement.

We periodically offer cashback promotions on certain games or markets. The specific terms vary by promotion — some apply to live-dealer tables, others to slot games or sportsbook wagers. Check the Promotions section of your fangwing account to see active offers and eligibility rules. Cashback is typically credited to your account on Monday and calculated based on your net losses during the promotion period. Credited cashback is treated as bonus funds and may be subject to playthrough requirements — review the promotion terms before accepting. Cashback does not apply to withdrawn funds or forfeited bonuses. Contact support if you believe a cashback calculation is incorrect.

Live-dealer tables on fangwing feature real dealers streaming from HD studios. You can see the cards being dealt in blackjack and baccarat, the roulette wheel spinning, or the tiles in Dragon Tiger and Sic Bo. Tables support multiple cameras and multilingual dealers. You join with other players in real time, view the game history, and interact via chat. Slots are digital games with random outcomes — Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways. Each spin is independent, and the result is determined by a random number generator. Slots offer faster gameplay and no dealer interaction. Both live tables and slots display RTP (return-to-player) percentages. Choose based on your preference for real-time dealer interaction or solo gameplay.

You can contact our support team via email for account questions, payment issues, game disputes, or complaints. Our team responds in English and Bahasa Indonesia. Send your email from the address linked to your fangwing account and include your account username or email in the message. Provide a clear description of your issue and any relevant details — for example, transaction ID, game name, or error message. We aim to respond within 24 hours on business days. For urgent issues, use our live chat feature available during extended support hours. Live chat is fastest for simple questions like password resets or payment-method changes. For complex disputes or formal complaints, email ensures you have a recorded correspondence.