shoko Help Center – Dragon Tiger, Sic Bo & Live Roulette

Trust, Fairness & Security on shoko

Platform security layers

We protect your account and transactions with industry-standard encryption (SSL/TLS). All data transmitted between your device and our servers is encrypted, so your login credentials, payment details, and game history remain private. We do not store your payment card information on our servers; instead, all deposits and withdrawals route through verified payment gateways like DANA, OVO, GoPay, and ShopeePay. This means your card details never touch our infrastructure, reducing the risk of data breach. We also use firewalls, intrusion detection, and regular security audits to monitor for threats. If you enable two-factor authentication (2FA) on your account, only you can log in even if someone obtains your password. Our support team can help you recover your account if you forget your credentials or suspect unauthorized access. We recommend using a strong, unique password and enabling 2FA as a first step to securing your shoko account. Your account is tied to your verified identity, so we can confirm your ownership if you need to recover access.

Game fairness and RTP

All games on shoko use certified Random Number Generators (RNG) or live dealers to ensure fair outcomes. For live-dealer tables—blackjack, roulette, baccarat, Dragon Tiger, Sic Bo—outcomes are determined by real dealers, real cards, and real dice, all captured on camera. For slot games and RNG-driven card variants, outcomes are generated by certified algorithms tested regularly by independent auditors. Return-to-Player (RTP) is a statistical measure that tells you the long-term payout rate of a game. For example, a slot with returns an average of 96 cents per dollar wagered over thousands of spins. Individual sessions vary widely—you might win big on your first spin or lose several in a row—so RTP is not a guarantee for any single session. We publish RTP percentages for all our games so you can compare and choose games that suit your expectations. Volatility is another factor: high-volatility games have larger swings between wins and losses, while low-volatility games offer more frequent but smaller wins. Understanding RTP and volatility helps you choose games that match your play style and budget. Live-dealer games are inherently fair because outcomes depend on physical events—the dealer's shuffle, the spin of the wheel, the roll of the dice—all visible on camera.

KYC verification process

Know-Your-Customer (KYC) verification is a standard practice across the gaming industry to prevent fraud, money laundering, and underage play. When you open an account on shoko, we collect your name, email, phone number, and date of birth. For small deposits and withdrawals, this basic information is usually sufficient. If you request a larger withdrawal or if our system flags your account for review, we may ask for additional documents: a government-issued ID (passport, national ID card, or driver's license) and proof of address (utility bill, bank statement, or rental agreement). We accept documents in Indonesian, English, and Mandarin. Our verification team reviews documents during standard business hours and typically completes the process within one business day. If we need clarification, we will contact you via email or phone. Once verified, you can withdraw funds subject to any applicable limits. We keep your documents secure and do not share them with third parties except where required by law. If you have questions about the verification process or need to update your information, our support team can assist you. The KYC process protects both you and shoko by ensuring accounts are legitimate and preventing fraud.

User feedback and review channels

We encourage players to share feedback about their experience on shoko. You can contact our support team via chat, email, or phone during standard hours to report issues, ask questions, or suggest improvements. We also monitor player reviews on independent gaming forums and community sites to understand what players value and where we can improve. When reading reviews of shoko or any gaming platform, look for specific details: Does the reviewer describe a real experience or make vague claims? Do they mention payment methods, game variety, and support responsiveness? Are there multiple reviews from different players, or just one or two? Independent review sites often aggregate player feedback and assign ratings based on factors like game selection, payment speed, and customer support. No platform is perfect, so reviews typically include both praise and criticism. We take constructive feedback seriously and use it to refine our platform, expand our game library, and improve our support channels. If you have a complaint or dispute, our support team will investigate and work toward a resolution. We believe transparency and player feedback are essential to building trust on shoko. Your experience matters, and we're committed to listening and improving based on what you tell us.