vila Account & Payment FAQ

We require two documents for KYC verification: a photo ID (such as a national ID card, passport, or driver's license) and a proof of address (such as a recent utility bill, bank statement, or rental agreement dated within the last three months). Upload clear photos of both sides of your ID and the front of your address document. Our verification team reviews these within one to three business days. Once approved, your documents are encrypted and deleted from our system within 30 days. We do not share your documents with third parties. If you are a resident of Jakarta, Surabaya, Bandung, or Medan, the same KYC standard applies — local residency does not affect the document requirements.

Log in to your account and go to Account Settings or Preferences. There you can change your email, phone number, password, and notification settings. You can also enable two-factor authentication (2FA) for extra security. If you want to pause activity temporarily, you can log out and refrain from logging back in — your account remains active but you will not receive push notifications. If you need a longer break or have other account concerns, contact our support team through the app, and we can discuss options. We do not lock accounts without your request, so it is your responsibility to keep your password secure and log out when you are done.

Open a support ticket by logging into your vila account and navigating to the Help or Support section in the menu. Describe your issue in detail — include your username, the date and time the issue occurred, and any error messages you saw. Our support team aims to respond within 24 hours on weekdays. During major holidays such as Idul Fitri or Imlek, response times may be longer. You can also reach out through the app's built-in chat feature if it is available. Do not share your password or full payment details in a support ticket — our team will never ask for this information. Always use official vila support channels only.

Our services are available only where local law permits. We operate in supported jurisdictions in Southeast Asia, and we are committed to complying with local gaming regulations. Before you create an account, check our Legal notice to confirm that online gaming access is permitted in your region. If you create an account from an unsupported jurisdiction, we may restrict or close your account without notice. We do not offer our services in jurisdictions where online wagering is prohibited. Users are responsible for verifying that access and use comply with their own jurisdiction's law. If you are unsure about your local rules, contact local authorities or seek legal advice before using our platform.

We do not charge fees for deposits via e-wallet, mobile banking, local payment, online payment, e-wallet, or mobile banking. Bank transfers (local payment, online payment, e-wallet, mobile banking) may incur a bank fee depending on your bank — we do not add extra charges on top of that. Withdrawals are also free — we send your funds directly to your payment method without additional fees from vila. However, your bank or payment provider may charge a small fee for receiving the transfer, depending on your account type. All fees are transparent and shown before you confirm a transaction. If you see an unexpected charge, contact your bank or payment provider first, then reach out to our support team if needed.

We support deposits starting from a minimum amount (specific ranges vary by payment method and are shown at checkout). Maximum account preferences also depend on your payment method and account status — once you complete KYC verification, higher limits unlock. local payment, online payment, e-wallet, and mobile banking have their own transaction limits set by the apps themselves, which we cannot override. Bank transfers (local payment, online payment, e-wallet, mobile banking) and local payment transfers typically support higher amounts. During peak times such as Liga 1 match weeks or Idul Adha, some payment methods may have temporary limits — we display these clearly at checkout. If you need a larger deposit or have questions about your limit, contact support and we can advise.

Cashback offers are promotional benefits we occasionally extend to active accounts. We announce cashback terms in your account dashboard and via email. Cashback is typically calculated based on net losses over a week or month — this means losses on games minus any wins. The exact percentage and eligibility rules are stated in the promotion details when we launch it. Cashback is usually credited as a bonus balance, which you must play through before withdrawing (terms apply). Not all accounts qualify for every promotion — eligibility depends on your activity level and account history. If a cashback promotion is available to you, it appears in your account. Always read the terms carefully before claiming any offer, as conditions may vary by region and payment method.

Live-dealer tables such as blackjack, roulette, baccarat, and Dragon Tiger are games hosted by real dealers in a studio. You see the dealer and other players on video, and you place bets through our app or browser. Each round is governed by the game rules and real cards or a real wheel — outcomes are not computer-generated. Slots such as Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways are software games where you spin reels or trigger bonus features. Outcomes are determined by a random number generator (RNG) certified by independent auditors. Both game types have different rules, payout structures, and betting limits. Live-dealer games often require steady internet because you are watching a live video stream. Slots work on any connection speed. Read the rules for each game in-app before you play.

Yes. We offer markets on Liga 1 (Indonesia's top football league), Piala Indonesia, Piala AFF, Champions League, Premier League, and many other football tournaments. Market types include match winner, total goals, both teams to score, Asian handicap, and others. Each market has its own rules and odds, which we display clearly before you place a bet. Football markets change throughout the week as matches approach — you can view upcoming fixtures in the Football section of our app. Markets close when a match starts, so place your selections before kickoff. If a match is postponed or cancelled, unsettled markets are voided and your stake is returned. Always read the market rules and odds before confirming a bet.

Yes. We cover esports markets including Mobile Legends, Free Fire, PUBG Mobile, and other popular competitive games. Esports markets operate similarly to football — you can bet on match winner, round outcomes, and other event-specific markets. Esports tournaments happen year-round, so markets are available frequently. Each esports market has its own rules — for example, a forfeit or disqualification may void the market or settle it differently depending on the competition organiser's decision. Always check the specific esports market rules in our app before placing a bet. Our esports coverage updates regularly, so check back often for new tournaments and games.

Your vila account is protected by several layers of security. First, your password is hashed on our servers — we never store or see your actual password. Second, all data in transit (login, deposits, game activity) is encrypted using TLS (HTTPS). Third, you can enable two-factor authentication (2FA) to require a second verification code when you log in. Fourth, our app and website use industry-standard session management — if you log out or your session expires, you must log in again. Fifth, we monitor accounts for suspicious activity and may contact you if we detect unusual behaviour. Keep your password strong (at least 8 characters, including uppercase, lowercase, and a number), do not share it with anyone, and never use the same password on multiple sites. If you think your account is compromised, change your password immediately and contact support.

Go to the login page and click "Forgot password". Enter your email address or username, and we will send a password reset link to your registered email. Click the link (it expires after one hour), enter your new password, and confirm. You can then log in with your new password. If you do not receive the reset email, check your spam folder. If the email never arrives, contact support and provide proof of account ownership (such as a recent transaction receipt). We will verify your identity before processing a reset. Never click on password-reset links from emails you did not request — these may be phishing attempts. Always use official vila channels only.