pupu FAQ

Users on pupu ask questions across several key areas: how to open and secure an account, which payment methods we support and how deposits and withdrawals work, how game categories differ and what odds or rules apply, and what to do if something goes wrong. This FAQ page answers the most common questions we receive from new and existing members.

We at pupu have built this FAQ to help you understand our account process, payment options, game categories, and security practices. Many questions can be resolved here without contacting support. For issues not covered in this FAQ, or if you need urgent assistance, our English-language support team is available via in-app chat.

If you have questions about our legal position, jurisdiction restrictions, or your rights as a user, please read our Legal notice and Terms of UseThese documents explain service availability, user eligibility, and our policies on account suspension and fund handling.

Account and registration

Account opening on pupu follows four steps. First, you provide your email, create a username, and set a password. Second, we send a verification link to your email — click it to confirm. Third, you upload identity documents (KTP, passport, or equivalent) and a selfie for KYC verification. Fourth, you choose a deposit method (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, or bank virtual account) and make your first deposit. Once your deposit is confirmed, your account is active and you can access our sportsbook (Liga 1, Piala AFF, Champions League), live-dealer tables (blackjack, roulette, baccarat, Dragon Tiger), slots (Aviator, Sweet Bonanza, Gates of Olympus), and esports markets (Mobile Legends, Free Fire, PUBG Mobile).

Yes. We at pupu support deposits via virtual account (VA) transfers from mobile banking, local payment, online payment, and e-wallet. When you select bank transfer as your deposit method, we generate a unique virtual account number for you. You transfer funds from your personal bank account to this VA number using your bank's mobile app or online banking. The transfer typically completes within minutes. We also support e-wallet deposits via mobile banking, local payment, online payment, e-wallet, and mobile banking, as well as local payment. Choose the method that works best for you.

Promotion codes are entered during account registration or in your account settings under "Promotions" or "Bonus Codes". If you have a code, enter it before or immediately after your first deposit. Some codes are valid only for new accounts, while others apply to existing members. If a code does not work, check that it has not expired and that you meet any eligibility requirements. Our support team can help if you have questions about a specific promotion.

We at pupu collect and store your personal data (name, email, phone, identity documents, address) to verify your identity (KYC), process deposits and withdrawals, and comply with financial regulations. Your data is encrypted and stored securely. We never share your personal information with third parties except as required by law or to process your payments. You can review your stored data in your account settings. For detailed information about how we handle your data, read our Privacy Policy

Our support team is available via in-app chat. Open the pupu app or website, tap the chat icon (usually in the bottom-right corner), and describe your issue. Our English-language support staff will respond and help resolve your problem. For account-related issues (password reset, deposit problems, withdrawal delays), have your username and email ready. For game-related questions, describe the game and what happened. We aim to respond to all inquiries promptly.

Payments and transactions

RTP stands for Return to Player. It is a percentage that describes, over a very large number of spins, how much of all money wagered on a slot game is returned to players as winnings. For example, a slot with means that, theoretically, 96 cents of every dollar wagered is returned to players over time, while 4 cents goes to the house. RTP is a long-term statistical measure and does not predict individual session outcomes. Each spin is independent. Our slot games (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways) display their RTP in the game information section.

If a deposit does not complete, check your bank or e-wallet account to confirm whether the money was deducted. If it was deducted but did not appear in your pupu account, contact our support team immediately with your transaction reference number. We will investigate and either complete the deposit or process a refund. If the money was not deducted from your account, the transaction may have been cancelled by your bank or payment provider — check with them. For withdrawals, if funds do not arrive within the stated review window, contact support with your withdrawal request ID.

Game rules and categories

We at pupu operate in supported jurisdictions only, where online gaming is legal under local law. Our services are not available in jurisdictions where online wagering is prohibited. Users are responsible for verifying that access to pupu complies with the laws of their own jurisdiction. If you are unsure whether pupu is available in your location (for example, in Jakarta, Surabaya, Bandung, or Medan), consult local legal advice or read our Legal noticeIf you attempt to access pupu from a restricted jurisdiction, your account may be blocked or suspended.

Security and account care

We at pupu collect and store your personal data (name, email, phone, identity documents, address) to verify your identity (KYC), process deposits and withdrawals, and comply with financial regulations. Your data is encrypted and stored securely. We never share your personal information with third parties except as required by law or to process your payments. You can review your stored data in your account settings. For detailed information about how we handle your data, read our Privacy Policy

Our support team is available via in-app chat. Open the pupu app or website, tap the chat icon (usually in the bottom-right corner), and describe your issue. Our English-language support staff will respond and help resolve your problem. For account-related issues (password reset, deposit problems, withdrawal delays), have your username and email ready. For game-related questions, describe the game and what happened. We aim to respond to all inquiries promptly.
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