canduFrequently Asked Questions
Users on candu ask questions across account setup, payments, game rules, market coverage, and account security. This FAQ page answers the most common inquiries our support team receives, covering everything from KYC verification to deposit methods, football and esports markets, and account recovery. Whether you are opening your first account or managing an existing one, you will find practical guidance here.
This page resolves questions about how candu works day-to-day: which documents you need for identity verification, how deposits via DANA, e-wallet, mobile banking, or local payment are processed, which Liga 1 and international football markets we cover, and what to do if you forget your password or suspect account tampering. We aim to answer your question quickly and clearly.
If your question is not covered here, contact our multilingual support team. We respond in English and Indonesian during business hours across Jakarta, Surabaya, Bandung, Medan, and Semarang time zones, typically within one business day. For detailed information about our legal status, service availability in your jurisdiction, and account terms, please read our Terms of Use and Legal Notice
- Account and registrationhow to start, KYC verification, password recovery, and account access
- Payments and transactionsdeposit and withdrawal via online payment, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, and e-wallet
- Game rules and marketsfootball betting, live-dealer tables, slots, and esports coverage
- Security and account careaccount protection, jurisdiction notice, and support response times
Find answers to common questions about your candu account, payments, game rules, and support. Click each question to expand the answer.
Account and registration
We require a valid national identity document for KYC verification on candu. Acceptable documents include a national ID card, passport, or driver's license. You will upload a clear photograph or scan of the front and back of your document during account verification. Verification typically completes within one business day. If your document is unclear, expired, or does not match your account details, our team will contact you to request a resubmission. We keep your identity documents encrypted and secure, used only for regulatory compliance and fraud prevention.
If you forget your password, click the "Forgot password?" link on the login page. Enter your username or email address registered with candu. We will send a password-reset link to your email. Click the link and follow the steps to create a new password. The reset link expires after one hour for security. If you do not receive the email, check your spam folder or request a new reset link. If you cannot access your email or need further help, contact our support team. We will verify your identity and assist with account recovery.
If you forget your password, click the "Forgot password?" link on the login page. Enter your username or email address registered with candu. We will send a password-reset link to your email. Click the link and follow the steps to create a new password. The reset link expires after one hour for security. If you do not receive the email, check your spam folder or request a new reset link. If you cannot access your email or need further help, contact our support team. We will verify your identity and assist with account recovery.
If you suspect unauthorized access to your candu account, change your password immediately and contact our support team. Tell us what activity seems suspicious — unusual login locations, unauthorized transactions, or unexpected game activity. We will review your account login history and transaction records. If we detect fraud or unauthorized use, we may temporarily lock your account to protect your funds while we investigate. We respond to account-access reports within a few hours during business hours. In Jakarta, Surabaya, Bandung, Medan, and Semarang, our team is available to help.
Payments and transactions
Deposits via local payment, online payment, or e-wallet on candu are straightforward. Log into your account, go to the Deposit section, and select your payment method. Enter the amount you wish to deposit. You will be redirected to your payment app to confirm the transaction. Once confirmed, the funds appear in your candu account balance within seconds. There are no hidden fees — the amount you enter is exactly what you deposit. All payments are encrypted and processed securely. Deposits are available 24/7. If your deposit does not appear within a few minutes, contact our support team with your transaction reference number.
Yes, candu supports bank transfers via mobile banking, local payment, online payment, and e-wallet. When you select bank transfer as your deposit method, we provide you with our bank account details and a unique reference number. Transfer the amount from your bank account using your bank's app or online banking. Include your reference number in the transfer notes. Your deposit will be credited to your candu account once the transfer clears, typically within one to two business hours during banking hours. Bank transfers are ideal if you prefer not to use e-wallet services. For withdrawal, you can transfer funds back to your registered bank account.
Our candu support team responds in English and Indonesian. We are available during business hours across major Indonesian cities including Jakarta, Surabaya, Bandung, Medan, and Semarang. Whether you contact us with account questions, payment issues, or game-rule clarifications, we will respond in your preferred language. Most inquiries are answered within one business day. You can reach us through the support portal in your candu account, via email, or through our contact form. We are committed to providing clear, helpful support in a language you understand.
Game rules and markets
candu covers major football leagues and tournaments including Liga 1, Piala Indonesia, Piala AFF, Champions League, and Premier League. We also offer markets on international tournaments, MotoGP, and badminton. In addition to sportsbook markets, candu features slot games — Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways — and live-dealer tables including blackjack, roulette, baccarat, and Dragon Tiger. Esports markets cover Mobile Legends, Free Fire, and PUBG Mobile tournaments. Each game and market has its own rules and odds. Full details are available in each game's information section.
Our candu loyalty tier programme rewards active users. As you deposit and play, you accumulate loyalty points. Points accumulate based on your transaction volume and gameplay across slots, live-dealer tables, and sportsbook markets. Higher tiers unlock benefits such as faster withdrawals, dedicated support, and special offers during festivals like Idul Fitri and Idul Adha. Your current tier is displayed in your account dashboard. You can view your points balance and tier progress at any time. There is no cost to join — all active users automatically earn points. Tier benefits apply immediately upon reaching the next level.
Security and account care
candu services are available only where local law permits. We do not claim to be licensed in any specific country. Users are responsible for verifying that access to candu complies with the laws of their own jurisdiction. For detailed information about our legal status, regulatory framework, and service restrictions, please read our Legal Notice page. If you have questions about whether candu is available in your location, contact our support team. We will provide accurate information to help you verify compliance with your local laws. Our Terms of Use also outline your responsibilities as a user.