396 Account & Payment FAQ
Our users ask a wide range of questions about opening a 396 account, verifying identity, making deposits and withdrawals, understanding game rules, and keeping their account secure. Many of these questions centre on payment methods—DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and direct bank transfers—and how our KYC process works to keep your account safe.
This page answers the most common questions we receive. We cover account opening, payment flow, game categories, security practices, and how to reach our support team if you need help. The answers below reflect our standard practice; for specific or legal questions, we recommend reading our terms and conditions or legal notice to understand the full context.
If you don't find the answer you're looking for on this page, our support team is available in English and Indonesian via live chat, email, and the support form in the 396 app. We aim to respond to account inquiries within 48 hours. For urgent issues such as account lockouts or suspected fraud, please contact us immediately using the live chat option or email support.
- Account and registrationopening an account, KYC verification, password recovery, and account security
- Payments and transactionsdeposit and withdrawal methods, fees, processing times, and payment partner information
- Games and bettinglive-dealer tables, slots, sportsbook, esports markets, and demo mode
- Support and contacthow to reach us, response windows, and when to contact legal or compliance
Questions and answers
Below you'll find answers to the most frequently asked questions about opening and using a 396 account. Questions are grouped by topic for easy browsing. Use the buttons below to expand each answer.
Account and registration
Opening a 396 account takes five steps. First, you enter your username, email, password, and mobile number on our registration page. Second, we send a verification code to your email; you enter it to confirm your email address. Third, you provide your date of birth and select your preferred language (English or Indonesian). Fourth, we conduct KYC verification by asking you to upload a photo ID and proof of address (utility bill, bank statement, or government document). This step usually completes within a few hours. Fifth, once KYC is approved, your account is active and you can make your first deposit. You may access 396 via the website or by installing the Android or iOS app. If you're in Jakarta, Surabaya, Bandung, Medan, or Semarang, your account will be verified the same business day in most cases.
If you suspect unauthorized access, account lockout, or unusual activity, contact us immediately via live chat or email. Do not log out if you're still able to access your account; instead, go to account settings and check recent login activity. If you see logins from unfamiliar devices or locations, change your password immediately using the password-reset tool. If you cannot access your account at all, use the "Forgot password" link on the login page to reset it. If password reset doesn't work, live chat will verify your identity using your registered email and mobile number, then help you regain access. We prioritize account-access issues and aim to respond within one hour during business hours.
No. We allow only one account per person. Each account must be tied to a unique email address and mobile number. If we detect that you have opened multiple accounts, we may close all of them and withhold any balance pending investigation. Multiple accounts also violate our terms and conditions. If you need to close your account and open a new one—for example, if you've forgotten your password or need to update your phone number—contact our support team instead. We can help you recover your existing account or, if necessary, assist with a controlled account closure and new registration using updated contact information.
Our live chat is available 24/7 in English and Indonesian. You can access live chat via the 396 website (look for the chat icon in the bottom-right corner) or through the support section of the Android or iOS app. Response time is typically under subject to verification during peak hours and near-instant during quieter periods. If no agent is immediately available, you can leave a message and we will respond within 2 hours. For non-urgent inquiries, email support is also available and we aim to respond within 48 hours.
Payments and transactions
Yes. We support direct bank transfers via online payment, e-wallet, mobile banking, and local payment. When you choose a bank deposit, we provide you with a unique account number and bank reference code. You can transfer funds from your own bank account using mobile banking, online banking, or an ATM. The transfer usually arrives within subject to verification. We also support e-wallet methods: online payment, e-wallet, mobile banking, local payment, and online payment. e-wallet (Quick Response Code Indonesian Standard) is also available—you can scan a QR code using any mobile banking-compatible app. All deposits are processed without fees by 396. Your bank or e-wallet provider may charge their own transfer fees; please check with them.
No. We do not charge any fees on deposits or withdrawals. The full amount you deposit reaches your 396 account, and the full amount you withdraw is transferred to your payment method without any deduction by us. However, your bank or e-wallet provider may charge their own fees for the transfer. For example, if you withdraw via local payment or online payment, e-wallet or mobile banking may deduct a small transaction fee; if you withdraw to local payment or online payment, your bank may charge a transfer fee. We recommend checking with your payment provider about their fee structure. We are transparent: non-specific info of your requested withdrawal amount is sent to your payment method.
We offer an attractive welcome offer for new accounts that meet our eligibility criteria. The offer is subject to terms and conditions, which are displayed when you first log in and are available in your account settings. Our welcome offer typically includes a deposit bonus or free-play credit that you can use on our platform. The exact terms—such as minimum deposit requirement, validity period, and wagering conditions—are set out in the offer terms. We update our promotions regularly, so the welcome offer available to you may differ based on your registration date and region. For details on the current welcome offer, log into your account or contact our support team.
Games and betting
Yes. Demo mode is available for most slot games and some live-dealer tables. In demo mode, you play with virtual credits—no real money is wagered or won. You can access demo mode from the game lobby: look for a "Play for free" or "Demo" button next to each game title. Demo mode is useful for learning game rules, trying different titles, and understanding the gameplay before you decide to play with real funds. Demo credits are reset when you close the game or log out. Demo play does not affect your account balance. Live-dealer tables such as blackjack, roulette, baccarat, and Dragon Tiger require real money to play; demo versions of these games may not always be available.
During Liga 1, Piala Indonesia, Piala AFF, and other major tournaments, our sportsbook offers live betting on all matches with game information updates. You can bet on match outcome, goals, cards, and other markets. Our platform streams key matches live (availability depends on broadcast rights). Alongside sportsbook coverage, we also maintain our full slate of live-dealer tables—blackjack, roulette, baccarat, and Dragon Tiger—with real dealers in multi-camera studios. Slot games such as Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways remain available 24/7. During Idul Fitri, Idul Adha, and other major holidays, fixture calendars may change; we update our odds and schedules accordingly.
Support and account care
For urgent issues such as account lockouts, suspected fraud, or payment problems, use live chat. Live chat is available 24/7 in English and Indonesian, and response time is typically under subject to verification. You can access live chat via the 396 website or app. If live chat is temporarily unavailable, email our support team immediately with the subject line "URGENT". We also maintain a phone-based support line for critical issues; the number is listed in the app settings and on our website footer. For non-urgent questions, email support is fine; we aim to respond within 48 hours.
KYC (Know Your Customer) verification is required by law and by our commitment to prevent fraud and money laundering. During KYC, we ask for a photo ID (passport, national ID, or driver's license) and proof of address (utility bill, bank statement, or government letter dated within the last 3 months). Verification typically takes a few hours to one business day. If we need additional documents, we will notify you via email. Once verification is complete, you receive email confirmation and your account is fully active. You can make deposits and withdrawals only after KYC is approved. If your documents are unclear or incomplete, we will request resubmission; please upload high-quality scans or photos.