imperial Account & Payment FAQ
Users on our imperial platform ask questions across several categories: how to set up and secure an account, how deposits and withdrawals work, which games and markets we offer, and what to do if something goes wrong. This page answers the most common inquiries.
We at imperial built this FAQ to resolve account setup, payment flows, game mechanics, and security concerns without requiring a support ticket. Each answer covers the practical steps and timeframes you need to know. If your question is not listed here, our support team can help further—see the contact section below.
Read this FAQ first when you encounter a login issue, payment delay, or game rule question. For legal details, account eligibility, or jurisdiction restrictions, consult our Terms or Legal NoticeThese documents define our service scope, your responsibilities, and the laws that apply to your access.
- Account and registrationhow to start, KYC verification, password recovery
- Payments and transactionsdeposit and withdrawal via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment
- Game rulesfootball betting, live-dealer tables, slots, esports markets
- Security and account careaccount protection and jurisdiction notice
On the imperial login page, click the "Forgot password?" link. Enter the email address tied to your account. We will send a password-reset link to your inbox within a few minutes. Click that link and set a new password—it must be at least eight characters and include a mix of letters, numbers, and symbols. Once saved, use your username and new password to log in. If you do not receive the reset email, check your spam folder or contact our support team. For security, never share your password with anyone, including support staff.
We at imperial use encryption and secure data-storage practices to protect your account details, payment information, and identity documents. Our servers are protected by firewalls and monitored for unauthorized access. We do not share your personal data with third parties except as required by law or to process your payment and account requests. Withdrawal requests and deposit confirmations are logged and encrypted. You are responsible for keeping your login credentials private and logging out after each session, especially on shared devices. Review your account settings regularly and report any suspicious activity to our support team.
Payments and transactions
Our imperial platform accepts deposits through multiple channels. E-wallet options include DANA, e-wallet, mobile banking, local payment, and online payment—each links to your phone number and allows instant top-ups. We also accept e-wallet, a unified QR-code standard that works across most Indonesian banks and e-wallets; simply scan the code with your phone and confirm the amount. For bank transfers, we provide virtual-account numbers for mobile banking, local payment, online payment, and e-wallet; transfer the exact amount shown and your balance updates once the bank clears the transaction, typically within minutes. Choose the method that suits your device and bank relationship. During Idul Fitri and other high-traffic holidays, payment processing may take slightly longer due to banking delays.
Withdrawal requests on imperial are reviewed within a standard timeframe after you submit them. The exact duration depends on your account status (whether you have completed KYC verification), the payment method you chose, and banking hours. E-wallet withdrawals to mobile banking, local payment, or online payment typically process faster than bank transfers because they do not rely on bank clearing windows. If you withdraw to a e-wallet, mobile banking, local payment, or online payment account, the bank may take an additional day to settle the funds into your account, especially outside business hours or during holidays like Idul Adha. Do not submit multiple withdrawal requests for the same amount—our system will flag them as duplicates. If your withdrawal seems delayed, check your account notifications or contact support with your withdrawal ID.
If a deposit or withdrawal does not complete, check these details: confirm your internet connection (a weak signal may interrupt the request), verify the amount and payment method, and check that your account balance or payment account has sufficient funds. For deposits, the payment gateway may time out if your bank or e-wallet provider is slow to respond; try again after a few minutes. For withdrawals, ensure your account passed KYC verification and that you provided the correct bank account or e-wallet number. If funds were deducted from your payment method but your imperial balance did not update, contact our support team with your transaction reference number and payment receipt. Do not attempt the transaction again until support confirms the status. Our team will investigate and restore funds or resubmit the request if it failed on our end.
Games and markets
Yes. We at imperial offer a demo or "play-for-fun" mode for many of our slots and live-dealer games. To access demo mode, navigate to the game you wish to try and select the demo or practice option (often labelled "Try for Free" or "Play Demo"). You will receive a fictional balance to use within that session; no real money is wagered and your balance resets when you leave the demo. Demo mode lets you learn game rules, test strategies, and get comfortable with the interface before funding your account. Not all games offer demo access—some live-dealer tables and esports markets are real-money only. Demo balance cannot be withdrawn, and wins in demo mode do not translate to your account balance. Use demo to familiarize yourself with imperial's platform layout and game mechanics.
Our imperial loyalty programme rewards frequent players through tier levels. As you deposit and wager on our sportsbook, live-dealer tables, and slots, you earn points based on your activity. These points accumulate and advance you through tiers—each tier unlocks benefits such as cashback offers, faster withdrawals, or exclusive access to tournaments. Your tier status resets on a monthly basis, so regular activity keeps you climbing the ranks. You can view your current tier, points balance, and pending rewards in your account dashboard under "Loyalty" or "Rewards." Tier benefits vary—refer to the loyalty programme page in your account for the complete list of perks at each level. During special events like the Piala Indonesia, we sometimes offer bonus-point promotions that accelerate tier progression.
Support and security
Our imperial support team operates live chat during standard business hours on weekdays. If you are in Jakarta, Surabaya, Bandung, or other major cities, you can reach us via the chat widget on our website or mobile app. Outside live-chat hours, you can submit an email to our support address, and our team will respond within a standard timeframe (typically within one business day). For urgent account issues—such as unauthorized access, forgotten passwords, or stuck withdrawal requests—contact live chat when available. Keep your chat transcript for reference. During extended holidays like Imlek or Nyepi, chat availability may be reduced; we will post a notice in your account. You can also check the FAQ for answers to common questions without waiting for support.
On the imperial login page, click the "Forgot password?" link. Enter the email address tied to your account. We will send a password-reset link to your inbox within a few minutes. Click that link and set a new password—it must be at least eight characters and include a mix of letters, numbers, and symbols. Once saved, use your username and new password to log in. If you do not receive the reset email, check your spam folder or contact our support team. For security, never share your password with anyone, including support staff. After resetting your password, log out of any other sessions and review your account activity to ensure no unauthorized access occurred.
Withdrawal requests on imperial are reviewed within a standard timeframe after you submit them. The exact duration depends on your account status (whether you have completed KYC verification), the payment method you chose, and banking hours. E-wallet withdrawals to e-wallet, mobile banking, or local payment typically process faster than bank transfers because they do not rely on bank clearing windows. If you withdraw to a online payment, e-wallet, mobile banking, or local payment account, the bank may take an additional day to settle the funds into your account, especially outside business hours or during holidays like Idul Adha. Do not submit multiple withdrawal requests for the same amount—our system will flag them as duplicates. If your withdrawal seems delayed, check your account notifications or contact support with your withdrawal ID and we will investigate.