isb388Frequently Asked Questions
Users of isb388 ask questions across several key areas: account creation and security, deposits and withdrawals, game rules and settlement, payment methods, and technical troubleshooting. This FAQ addresses the most common topics to help you navigate the platform, understand our policies, and resolve issues without waiting for support.
This page covers operational questions — how to open an account, deposit via DANA, e-wallet, mobile banking, local payment, online payment, or bank transfer, and how withdrawal processing works. For questions about game rules (Liga 1 betting, live-dealer table limits, slot payout rates, Mobile Legends esports settlement), scroll to the relevant section or check the in-game help within your account.
If you cannot find an answer here, contact our support team via email or in-app messaging; we respond within 24 hours. For legal or compliance concerns — including jurisdiction restrictions, data rights, or account closure — refer to our Terms of Use and Privacy Policy linked in your account settings or visit the Legal Notice page.
Topics covered in this FAQ
-
Account and registrationhow to start, KYC verification, password recovery, data deletion
-
Payments and transactionsdeposit and withdrawal via e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, and bank transfer
-
Game rules and marketsfootball betting (Liga 1, Piala AFF, Champions League), live-dealer tables, slots, and esports settlement
-
Security and supportaccount protection, contact methods, and jurisdiction notice
KYC (Know Your Customer) verification on isb388 requires two documents. First, a clear colour photograph of your national identity card (e.g., Indonesian KTP, passport, or driver's licence). Second, proof of your current residential address, such as a recent utility bill, government letter, or rental agreement dated within the last three months. Both documents must show your name clearly; if either image is blurry or incomplete, we will request a new submission. Submit these documents through your account dashboard in JPG or PNG format (up to 5 MB each). We use these to confirm your identity and prevent fraud and duplicate accounts across Jakarta, Surabaya, Bandung, and other supported regions.
You may request deletion of your personal data by contacting our support team via email or in-app messaging and stating "I request deletion of my personal data under applicable data protection law." We will acknowledge your request within 24 hours. Deletion is subject to regulatory requirements: we retain identity documents and transaction history for seven years after account closure to comply with anti-fraud and anti-money-laundering standards. You may also close your account directly in your account settings; this immediately stops all access, but does not trigger automatic data deletion. Contact us for clarification on specific data fields you wish to delete.
Contact isb388 support by sending an email to the address listed in your account settings under "Support" or "Help." We respond to all email inquiries within 24 hours. Include your username or account email address and a clear description of your issue in English or local language. Common topics include password reset, account verification delays, deposit and withdrawal questions, and disputed game outcomes. For urgent account security concerns (e.g., unauthorized login attempts), mention "URGENT SECURITY" in the subject line. You may also reach us via in-app messaging from your account dashboard, which provides real-time status updates.
Payments and transactions
isb388 does not charge deposits or withdrawals. However, your payment provider (DANA, e-wallet, mobile banking, local payment, online payment, or your bank — e-wallet, mobile banking, local payment, online payment) may apply transaction fees; these are set by your provider and deducted directly by them, not by isb388. For example, some e-wallet services charge a small percentage or flat fee for large transfers. Check your provider's terms before depositing. On withdrawal, if your provider charges a fee, it is typically deducted from your withdrawal amount, so the amount you receive may be less than you requested. We recommend reviewing your provider's fee schedule on their website or app before completing a transaction.
If a deposit does not complete (e.g., payment fails at your bank or e-wallet), the funds remain in your payment provider's account and are not credited to isb388. Check your provider's account to confirm the transaction failed, then retry the deposit. If a withdrawal fails or is delayed, it may be held pending verification (typically 4–24 hours). During public holidays like Idul Fitri or Idul Adha, processing times may extend. Contact isb388 support with your withdrawal transaction ID if funds have not arrived within four business days; we investigate and either reprocess or refund. Do not re-submit the same withdrawal request multiple times, as this may cause duplicate processing. We take all disputed transactions seriously and resolve them within 24 hours if the error is on our side.
Game rules and markets
isb388 offers sportsbook betting on major football leagues and tournaments, including Liga 1 (Indonesian domestic league), Piala Indonesia (national cup competition), Piala AFF (Southeast Asian regional championship), Champions League (European club competition), and Premier League (English top division). We also cover MotoGP, badminton, and esports including Mobile Legends, Free Fire, and PUBG Mobile. Settlement occurs upon official event conclusion; if a match is postponed or abandoned, bets are cancelled and refunded. Check the specific market's rules in the isb388 app or website before placing a bet — each tournament has its own settlement rules (e.g., extra time is included in full-time bets, unless specified otherwise). Live-dealer tables settle immediately upon dealer action with no delays or disputes unless a system error occurs.
isb388 may offer promotional incentives to new account holders; details and availability vary and are subject to terms that apply at the time of account opening. We do not publish fixed bonus amounts or percentage rates; instead, promotions are described in your account dashboard and via email when active. Any promotional offer is credited to your account after your first deposit and must be used according to stated conditions (e.g., minimum odds, rollover requirements, or game restrictions). Promotional funds are separate from your real account balance and may expire if not used within a specified timeframe. For current promotion details, log into your isb388 account or contact support. Terms and conditions apply to all offers; read them carefully before accepting.
Security and support
isb388 may offer promotional incentives to new account holders; details and availability vary and are subject to terms that apply at the time of account opening. We do not publish fixed bonus amounts or percentage rates; instead, promotions are described in your account dashboard and via email when active. Any promotional offer is credited to your account after your first deposit and must be used according to stated conditions (e.g., minimum odds, rollover requirements, or game restrictions). Promotional funds are separate from your real account balance and may expire if not used within a specified timeframe. For current promotion details, log into your isb388 account or contact support. Terms and conditions apply to all offers; read them carefully before accepting.