pasien FAQ
Users of our platform ask questions across several key areas: how to open and secure an account, how deposits and withdrawals work, what our game offerings include, how our loyalty tier system functions, and what your rights are regarding data and privacy. This FAQ page addresses the most common inquiries so you can find answers quickly without needing to contact support.
We've organized this page by topic to help you navigate account registration, payments via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and Indonesian banks, game rules for sportsbook and live-dealer tables, and account security. Each answer is written to be clear and practical, with references to our full terms and privacy policy where applicable.
If your question is not answered here, or if you need further clarification on a specific topic, please contact our support team via live chat, email, or phone. We also encourage you to read our terms and conditions and privacy policy for comprehensive information on your rights, our obligations, and the rules governing your account on pasien.
Topics covered on this page
- Account and registrationhow to start, KYC verification, password recovery
- Payments and transactionsdeposit and withdrawal via mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, and Indonesian banks
- Games and bettingdifferences between live-dealer tables and slots, loyalty tier programme, game rules
- Security, privacy, and supportaccount protection, data deletion requests, contacting our team
If you forget your password, click the "Forgot password?" link on the pasien login page. Enter your email address or username, and we'll send a password-reset link to your registered email. Follow the link and create a new password. Make sure your new password is at least 8 characters long and includes uppercase, lowercase, and numeric characters. If you do not receive the reset email within a few minutes, check your spam or junk folder. If you still cannot access your account, contact our support team via live chat or email — we can help verify your identity and restore your access.
Payments and transactions
pasien does not charge deposit or withdrawal fees. When you deposit via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, or your Indonesian bank (mobile banking, local payment, online payment, e-wallet), the full amount reaches your pasien balance. Similarly, when you request a withdrawal, the full amount is sent to your nominated account without pasien charging a fee. Note that your payment provider (your bank, e-wallet, or payment gateway) may charge their own fees for the transaction — we recommend checking with them directly. Our platform displays estimated processing times at withdrawal, though actual times depend on your bank's processing speed and current transaction volume.
To deposit via e-wallet, mobile banking, or local payment, log in to your pasien account and select "Deposit" from the menu. Choose your preferred payment method from our list. You'll be directed to the payment provider's interface, where you enter your app credentials or scan a QR code to authorize the transfer. The funds appear in your pasien balance instantly. We also support online payment, e-wallet, mobile banking, and direct bank transfers from local payment, online payment, e-wallet, and mobile banking. Each method processes immediately, so you can start playing sportsbook, live blackjack, roulette, slots, or esports markets right away. If your deposit does not appear within a few minutes, check your payment app to confirm the transaction, then contact our support team if needed.
Games and betting
Live-dealer tables on pasien feature real professional dealers operating from multi-camera studios. You join a live blackjack, roulette, baccarat, Dragon Tiger, or Sic Bo table via video stream, place bets, and interact with the dealer and other players in real time. Table limits vary by game and studio. Slots are standalone machine games (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways) where you spin reels and outcomes are generated by certified random-number generators. Both game types are available on pasien, and you can move between them within your account. Live tables offer a social, real-time experience; slots offer fast-paced, solitary gameplay. Choose based on your preference and budget.
Our loyalty tier programme rewards active players with points for deposits, wagers, and referrals. As you accumulate points, you advance through tier levels, each unlocking higher cashback percentages, exclusive promotions, and faster withdrawal processing. Your tier status is displayed in your account dashboard. Points do not expire as long as your account remains active; however, if your account is inactive for an extended period, your tier may be reset. Tier benefits vary by level — check your account settings to see which benefits apply to your current tier and what thresholds you need to reach the next level. During major events like Idul Fitri or Imlek, we often run tier-specific promotions offering bonus points or increased cashback.
Security, privacy, and support
You have the right to request deletion of your personal data held by pasien, subject to legal and regulatory constraints. To submit a data-deletion request, email our support team with the subject line "Data Deletion Request" and provide your full name, account username, and registered email address. We will verify your identity before processing the request. Note that we are required by law to retain certain financial and identity records for compliance purposes — these cannot be deleted. After we process your deletion request, your account will be closed, and you will not be able to log in or access pasien services. For full details on data retention, please review our privacy policy
Our support team is available via email at [email protected]. When you email, include your account username, registered email address, and a clear description of your issue. We aim to respond to all emails within one business day. For urgent matters — such as account lockouts, suspected fraud, or payment issues — we recommend using our live chat feature in the pasien app or website, as it offers faster responses. You can also reach us by phone during business hours. If you are in Jakarta, Surabaya, Bandung, Medan, or Semarang and prefer to communicate in local language, our team can assist. Our support team is available to help with account access, KYC verification questions, payment issues, game rules, and general inquiries about pasien services.