sancaFrequently Asked Questions
Users frequently ask us about account setup, KYC verification, deposits and withdrawals, game rules, security, and how to navigate our platform on mobile and desktop devices.
This FAQ page addresses the most common questions we receive. We cover account registration, payment methods including DANA, e-wallet, mobile banking, local payment, online payment, and bank transfers, game categories and rules, and account security. If your question is not answered here, our multilingual support team is available to help.
For detailed information about service availability, jurisdiction restrictions, and your legal rights, please review our legal notice and terms and conditionsIf you have a specific complaint or dispute, we encourage you to contact our support team first; if the matter cannot be resolved through standard channels, dispute resolution procedures are outlined in our terms.
Common topics covered in this FAQ
- Account and registrationhow to start, KYC verification, password recovery, and account access on mobile and desktop
- Payments and transactionsdeposit and withdrawal via e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, and bank transfer to local payment, online payment, e-wallet, mobile banking virtual accounts
- Game rules and marketsfootball betting (Liga 1, Piala AFF, Champions League, Premier League), live-dealer tables, slot games, and esports markets
- Security and account careaccount protection, password reset, transaction verification, and jurisdiction compliance
On the login page, select "Forgot your password?" and enter your registered email address. We send you a password-reset link immediately. Click the link, choose a new password (at least 8 characters, with uppercase, lowercase, numbers, and a symbol), and confirm it. The new password takes effect within moments, and you can log in on your mobile or desktop device. If you do not receive the reset email, check your spam folder. If the link expires, you can request a new one at any time. If you cannot access the email address registered to your account, contact our support team; they can verify your identity and help you regain access.
If you notice unusual activity, cannot log in, or suspect your account has been compromised, contact our support team immediately through live chat, email, or phone. Do not attempt to log in multiple times, as this may trigger additional security locks. Our team will verify your identity using your registered details and either unlock your account or guide you through the recovery process. We can also review your recent transaction history to identify any unauthorized activity. If fraud is confirmed, we investigate the transaction and work with you to recover any funds that were taken. For account security, we recommend changing your password regularly and using a unique password that you do not share with other sites.
Our support team in English and regional languages aims to respond to all queries within one business day. Live chat messages during business hours typically receive a response within minutes to a few hours. Email inquiries are reviewed and answered within 24 hours. For urgent matters such as account security, payment disputes, or settlement questions, we prioritize faster response and may answer within hours. Phone support is available during standard business hours. Response times may vary during public holidays such as Idul Fitri, Idul Adha, and Imlek, when we may experience higher inquiry volumes.
Payments and transactions
sanca supports deposits starting from very small amounts, allowing you to begin with a budget that suits your circumstances. account preferences vary slightly depending on your chosen payment method. DANA, e-wallet, mobile banking, and local payment have per-transaction limits set by the payment provider. online payment and e-wallet also have per-transaction ceilings. Direct bank transfer to mobile banking, local payment, online payment, or e-wallet virtual accounts may allow larger single deposits. Your account may also have daily or monthly cumulative limits depending on your verification status. If you wish to deposit a large amount or have questions about your specific limits, contact our support team; they can explain your account's limits and help you plan your deposits.
If a deposit or withdrawal does not complete, the funds remain in your original payment account (mobile banking wallet, bank account, etc.). Your sanca account balance is not affected. If a deposit fails to process, you may retry using the same or a different payment method. If a withdrawal fails, the funds return to your sanca balance automatically within one to two business days. If a transaction remains stuck or you do not see a refund after the expected time, contact our support team with your transaction details (date, amount, payment method). We investigate the issue, contact the payment provider if needed, and ensure the transaction is either completed or fully refunded. Do not attempt to repeat the same transaction multiple times in quick succession, as this may create duplicate charges.
Promotion codes are entered during account creation or in the account settings menu after you log in. Look for a "Promotion code" or "Promo code" field in the registration form or account section. Paste the code exactly as provided (codes are case-sensitive) and save. The promotion is credited to your account once the code is validated and any associated terms are met. Some promotions require a minimum deposit or first transaction before the bonus is released. If a code does not work, verify that it has not expired and that your account meets any eligibility requirements. If the code is still not accepted, contact our support team with the code and they can assist you.
Game rules and markets
sanca lists football markets for major domestic leagues and international tournaments. We cover Liga 1 (Indonesia's top division), Piala Indonesia, Piala AFF (Southeast Asian tournament), Champions League, and Premier League. We also offer markets on other major tournaments and regional leagues depending on the season. Beyond football, we list esports tournaments (Mobile Legends, Free Fire, PUBG Mobile), MotoGP racing, and badminton events. Live-dealer tables offer blackjack, roulette, baccarat, and Dragon Tiger. Slot games include Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. New markets are added regularly; check the sanca platform to see the current full list available in your region.
Security and account care
Keep your account secure by using a strong, unique password that you do not share with other websites. Change your password regularly (at least every few months). Do not share your username, email, or password with anyone. If you suspect someone else has accessed your account, change your password immediately and contact our support team. On public or shared devices, always log out after each session. Enable any additional security features sanca offers, such as two-factor authentication if available. Be cautious of phishing emails or links that ask for your login details; sanca will never ask for your password by email. Our platform uses encryption and secure storage to protect your personal data and account balance. For detailed information about data protection and security measures, review our privacy policy