shokoFrequently Asked Questions
Users ask us about account setup, payment methods, game coverage, security, and how our platform works. We receive questions about KYC verification, withdrawal timelines, which sports and esports markets we cover, and how to contact support when issues arise. This FAQ page answers the most common questions so you can find answers quickly without waiting for support.
This page covers account registration, deposits and withdrawals, game markets, welcome offers, data handling, support availability, account policies, and fees. If your question is not answered here, our support team is available via live chat, email, and phone in Indonesian and English during standard business hours. For detailed information about our terms of service, privacy practices, or legal jurisdiction, please read our Terms & Conditions, Privacy Policy, and Legal Notice pages.
We recommend reading this FAQ before opening an account on shoko. It will help you understand how our platform works, what to expect during account verification, and how to manage your account safely. If you have a technical issue, a payment problem, or a dispute about a game outcome, contact our support team directly—they can investigate and resolve your concern faster than email.
Topics covered in this FAQ
- Account and registrationhow to start, KYC verification, password recovery, account policies
- Payments and transactionsdeposit and withdrawal via DANA, e-wallet, mobile banking, local payment, online payment, and Indonesian banks
- Game markets and offersfootball betting, live-dealer tables, slots, esports, and welcome offers
- Security and supportdata protection, account safety, support languages, and contact channels
Withdrawal requests on shoko are reviewed during standard business hours. Most withdrawals are processed within one business day. If your withdrawal requires additional verification—such as a government ID or proof of address—our team will contact you via email or phone to request documents. Once we receive and verify your documents, we process your withdrawal. The time it takes for funds to appear in your payment method (DANA, e-wallet, mobile banking, local payment, or your bank account) depends on your payment provider, not shoko. Bank transfers typically take one to three business days. If your withdrawal is delayed beyond the expected window, contact our support team to check the status.
We at shoko protect your account data with industry-standard encryption (SSL/TLS). All data transmitted between your device and our servers is encrypted. We do not store your payment card details on our servers; all deposits and withdrawals route through verified payment gateways like online payment, e-wallet, mobile banking, and local payment. We collect your name, email, phone number, date of birth, and residential address to operate your account and comply with legal obligations. We do not sell your data to third parties. We use your data only to operate shoko, process transactions, detect fraud, and communicate with you. You have the right to access, update, or request deletion of your data. Contact our support team to exercise these rights. Our Privacy Policy provides full details about how we collect, use, and protect your information.
No. Each user is permitted to hold only one account on shoko. Opening multiple accounts is prohibited and may result in all accounts being suspended or terminated. We monitor for duplicate accounts using device fingerprinting, IP address tracking, and payment method analysis. If we detect multiple accounts from the same person, we will freeze all accounts pending investigation. If you have forgotten your password or lost access to your account, contact our support team to recover it rather than opening a new account. Our team can verify your identity and help you regain access to your existing account. If you have a legitimate reason to close your account and open a new one, contact support first to discuss your situation.
Payments and transactions
We at shoko do not charge fees on deposits or withdrawals. However, your payment provider (online payment, e-wallet, mobile banking, local payment, online payment, e-wallet, or your bank) may charge fees depending on your account type and transaction size. These fees are set by your payment provider, not by shoko. We recommend checking with your payment provider about any applicable fees before depositing or withdrawing. When you withdraw funds, the amount you receive in your payment method is the full amount you requested, minus any fees charged by your payment provider. If you have questions about fees charged by your bank or payment app, contact your payment provider's support team directly.
Our support team at shoko is available in Indonesian and English. You can contact us via live chat, email, or phone during standard business hours. If you prefer to communicate in Indonesian, our team can assist you in Indonesian. If you prefer English, we have English-speaking support staff available. We aim to respond to all support inquiries within one business day. For urgent issues such as account lockout, unauthorized access, or payment problems, use live chat to reach our team faster. Our support team can help with account recovery, payment issues, game questions, and general inquiries about how shoko works.
Game markets and offers
We at shoko cover major football leagues and tournaments including Liga 1, Piala Indonesia, Piala AFF, Champions League, Premier League, and international fixtures. We also list markets for other sports including MotoGP and badminton. Our sportsbook offers a range of bet types on these events. We also offer esports markets including Mobile Legends, Free Fire, and PUBG Mobile. In addition to sportsbook markets, shoko offers live-dealer tables (blackjack, roulette, baccarat, Dragon Tiger, Sic Bo) and slot games (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways). The specific markets and odds available vary by event and time. Log in to your account to see the current markets and odds available on shoko.
We at shoko offer a welcome offer for new accounts. The specific terms of our welcome offer may change from time to time. We do not publish exact bonus amounts or percentages in advance. Instead, we describe our offer in general terms such as "an attractive bonus offer" or "a new-customer welcome offer." When you open an account on shoko, you will see the current welcome offer terms displayed during the account setup process. The offer is subject to terms and conditions, which you will review before accepting. If you have questions about the current welcome offer or its terms, contact our support team. Our terms page provides more detail about how offers work and what conditions apply.