cuanunited FAQ

To verify your cuanunited account, we require a government-issued identity document (ID card, passport, or driver's license) and proof of address. The identity document must show your full name, date of birth, and document number. Proof of address should be dated within the past three months — a utility bill, bank statement, or lease agreement works. If you live in Jakarta, Surabaya, Bandung, Medan, or Semarang, the document must match the address registered on your cuanunited account. Upload clear colour photographs or scans of both documents through the account verification page. Do not send photos of other people's documents. We review submissions within two business days. If your documents are unclear or do not match your account details, we will ask you to resubmit.

If you forget your cuanunited password, click the "Forgot password?" link on the login page. Enter the email address associated with your account. We will send you a password reset link to that email within five minutes. Click the link in the email to create a new password. The reset link expires after 24 hours, so complete the process promptly. Choose a strong password — at least 8 characters, including uppercase, lowercase, numbers, and special characters. Do not share your new password with anyone. If you do not receive the reset email, check your spam folder or contact our support team. If you cannot access the email on your account, we may ask for identity verification before resetting your password.

Yes, cuanunited accepts deposits and withdrawals via online payment, e-wallet, mobile banking, and local payment bank transfers. When you request a withdrawal, you provide your bank account details — account holder name, account number, and bank name. We process bank transfers within one to two business days, depending on the bank's processing time. Some banks may take longer during holidays such as Idul Fitri or Idul Adha. For deposits, you can transfer funds directly to one of our cuanunited collection accounts. The account details are displayed on the deposit page in your account. We also support faster mobile wallet options — online payment, e-wallet, mobile banking, local payment, and online payment typically process within minutes. For bank transfers, ensure the account name on your bank account matches the name on your cuanunited account to avoid delays.

If a deposit or withdrawal does not complete, cuanunited reviews what went wrong. For deposits, if your payment is declined by your bank or wallet provider, no funds are deducted from your account — the transaction simply fails. Check the error message on the screen; common reasons include insufficient balance, incorrect details, or a bank restriction. Retry the deposit with corrected information, or try a different payment method. For withdrawals, if the transaction fails (for example, if your bank account details are incorrect), the funds return to your cuanunited account within two business days. You can then request another withdrawal or contact support for help. Always verify your account details before submitting a withdrawal. If a withdrawal fails repeatedly, our support team can help investigate the issue.

RTP stands for Return to Player. It is a percentage that describes how much money a slot game returns to players over a large number of spins. For example, a game with returns an average of 96 pence for every pound wagered, over thousands of spins. The remaining non-specific info represents the house margin. RTP is calculated across millions of outcomes — individual sessions will vary. On cuanunited, each slot game (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways) has its own RTP, displayed in the game's information page. Higher RTP does not mean you will win more in the short term — it is a long-term statistical measure. Games are tested and certified by independent auditors to ensure RTP accuracy. You can view the RTP percentage before launching any game.

Free bets and free spins are promotional credits that allow you to play games on cuanunited without using your own money. Free spins are specific to slot games — you can use them on games like Aviator, Sweet Bonanza, or Mahjong Ways. Free bets apply to betting markets such as football tournaments (Liga 1, Piala AFF, Champions League) or live-dealer tables. Promotions appear in your account under the "Promotions" or "Offers" section. When you receive free spins or bets, they are credited to a separate promotional wallet on cuanunited. Use them the same way you use regular funds. Any winnings from free spins or bets are added to your main account balance, subject to the promotion's terms — some offers require you to play through the credits a certain number of times before you can withdraw them. Check the promotion details page for specific conditions.

cuanunited protects your personal information through encryption, secure storage, and strict access controls. All data transmitted between your device and our servers is encrypted using TLS (Transport Layer Security). Your identity documents (uploaded during KYC verification) are stored in a secure encrypted database and accessed only by our compliance team. We do not share your personal data with third parties except as required by law or to process your payments. Your password is never stored in plain text — we use cryptographic hashing so that even our staff cannot see your password. We recommend enabling two-factor authentication (2FA) on your account for added security. With 2FA, anyone trying to log in from an unknown device must verify using a code sent to your email. You can enable 2FA in your account settings. For full details on how we handle data, see our Privacy Policy.

Our cuanunited support team responds to queries within one business day during standard hours (Monday–Friday, 09:00–17:00 WIB). If you submit a query on a Friday afternoon, expect a response on Monday. For urgent issues such as account access problems or a withdrawal that has not arrived after the stated timeframe, flag your message as urgent and we will prioritize it. We handle routine questions (game rules, payment method options, account settings) within the one-business-day window. KYC verification queries may take up to two business days if additional documentation is needed. We communicate in English and Indonesian. If you do not hear back within two business days, contact us again — your query may have been missed. We do not offer telephone support, but you can reach us via the support form on cuanunited or through email listed in our contact page.