9horses Casino & Sportsbook FAQ

If you forget your 9horses password, visit the login page and select "Forgot your password?" below the sign-in button. Enter your username or email address, and we will send a password reset link to your registered email. Open the link (valid for one hour) and create a new password. We require passwords to include uppercase letters, lowercase letters, numbers, and symbols for security. If you do not receive the reset email, check your spam folder or contact our support team via the in-app help menu. We can assist users across Jakarta, Surabaya, Bandung, and other regions.

We at 9horses require identity verification before your first withdrawal. KYC (Know Your Customer) documents include a clear photo of your national ID (e.g., ID card, passport, or driver's license) and a proof of address dated within three months (e.g., utility bill, bank statement, or lease agreement). Upload these via your account settings under "Verification." We process KYC checks within one business day during standard hours. If your documents are unclear or incomplete, we will request new ones. Once approved, you can withdraw funds to your verified payment method without additional verification for future transactions.

Log into your 9horses account and navigate to Account Settings. Under Preferences, you can update your email, phone number, language, and notification settings. To temporarily pause activity on your account, contact our support team via the in-app help menu with your request. We can place a temporary hold on your account for a specified period. To permanently close your account, submit a closure request through the same channel. Note that closure does not delete your transaction history, as we retain records for legal and regulatory compliance. Account settings changes take effect immediately.

Yes, we at 9horses support deposits and withdrawals via online payment, e-wallet, mobile banking, and local payment. When you select a bank transfer, we generate a unique virtual account (VA) number in your name. Transfer your desired amount to that VA from your personal bank account. The deposit typically credits within one to two hours during business days. For withdrawals, funds return to the bank account you registered during setup. We do not charge a fee for bank VA transfers, though your bank may apply its standard fee. If a transfer does not credit after two hours, contact our support team with your transaction reference number. We serve users across Indonesia, including Jakarta, Semarang, and Medan.

We at 9horses do not charge fees for deposits or withdrawals. However, your payment provider (bank, e-wallet, or online payment aggregator) may apply standard fees; for example, bank transfers may incur a small fee from e-wallet, mobile banking, local payment, or online payment. Check with your payment provider for their fee schedule. E-wallet providers such as e-wallet, mobile banking, local payment, and online payment typically do not charge for transfers to merchants. e-wallet transfers via bank apps usually carry no fee. All amounts we display to you are net of any 9horses fees; withdrawal amounts reach your account without deductions from us. Contact support if you believe a fee was incorrectly applied.

We at 9horses occasionally offer bonus promotions to new and returning users. Bonus terms vary by offer; typical conditions include a minimum deposit amount, a wagering requirement (how many times you must play the bonus amount), and a time limit to claim or use the bonus. Bonuses usually apply only to specific games (live-dealer tables, slots, or sports betting) and not to all categories. Read the full terms of any bonus before claiming it—they are displayed in the Promotions section of your account. Most bonuses expire if unused within seven to fourteen days. If a bonus does not apply to your account or you have questions about terms, contact support to clarify eligibility.

To contact our support team, log into your 9horses account and tap the Help or Support menu (usually a question mark icon). Select "Open a ticket" and choose your issue category (account, payment, game, security). Describe your problem in detail and include any relevant transaction IDs or screenshots. Submit your ticket, and we will assign it a reference number. Our team reviews tickets during business hours and responds within one business day for most inquiries. For urgent issues, use the "High priority" option. You can also reach us via email through the in-app contact form. Check your registered email for updates on your ticket status.

We at 9horses offer markets for major football leagues and tournaments, including Liga 1, Piala Indonesia, AFC Champions League, Premier League, La Liga, Serie A, Bundesliga, and Ligue 1. We also cover international tournaments such as Piala AFF, Copa América, and UEFA Euro. Each match displays pre-match and game information. Live betting allows you to place bets during the match. Markets typically include win/draw/loss, over/under goals, both teams to score, and various player prop bets. Markets available depend on the fixture. For esports, we list Mobile Legends, Free Fire, and PUBG Mobile tournaments. Game rules and specific market terms are displayed before you place any bet.

We at 9horses offer live-dealer table games, slots, and esports markets. Live-dealer tables include blackjack, roulette, baccarat, Dragon Tiger, and other games broadcast from multi-camera studios. Slot games include Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. Each game has its own rules, paylines, and volatility profile—displayed in the game info section before you play. Esports markets cover Mobile Legends, Free Fire, and PUBG Mobile tournaments. Game rules and payout rates are clearly stated. If you have questions about a specific game, use the in-app help menu to access game guides or contact support.

We at 9horses protect your account using encryption (SSL/TLS) for all data in transit and at rest. Your password is hashed and never stored readable. We monitor for suspicious login attempts and may require email or SMS verification if unusual activity is detected. Never share your password or one-time codes with anyone, including 9horses staff. Enable two-factor authentication (2FA) via your account settings for added security. Log out after each session, especially on shared devices. If you suspect unauthorized access, change your password immediately and contact support. Review your transaction history regularly for unfamiliar activity. Our privacy policy and terms explain our data handling practices in full.

9horses is available only in jurisdictions where online gaming is permitted by local law. Users are responsible for verifying that their access and use comply with their own jurisdiction's regulations. Our services may be restricted in some countries or regions due to local legal requirements. If you are unsure whether you can access 9horses, review the laws of your jurisdiction or contact our support team. We do not offer our services in jurisdictions where online wagering is prohibited. By using 9horses, you confirm that you are accessing the platform from a supported region and that your use complies with applicable law. For more details, see our terms and conditions and legal notice