lgpro Account & Payment FAQ
Users of our lgpro platform ask questions across several topic areas: how to set up and secure an account, how to deposit and withdraw funds, how to understand the difference between our games and markets, how to use promotions, and what to do if something goes wrong. Many questions repeat, and we answer them here so you can resolve issues quickly without waiting for support.
This page covers the most common topics we hear about. If your question is not answered below, our support team is available via live chat in the app or on the web. For detailed information about account closure, data handling, or how we manage your personal information, please read our privacy policy and terms and conditions — links to both appear at the bottom of every page on lgpro.
Each answer is written in plain language so you understand what to do next. We assume you are new to lgpro or online gaming generally, so we explain terms as we go. If you need urgent help with a security concern, account lock, or payment issue, contact support directly rather than waiting — live chat response times are faster than email.
- Account and registrationhow to create an account, complete identity verification, and reset your password
- Payments and transactionshow to deposit via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, or local payment, and how to request a withdrawal
- Games and marketswhat live-dealer tables are, how slots work, and what esports and football betting entail
- Promotions and securitywhere to use a promotion code and what to do if your account looks compromised
We require a clear photo or scan of one government-issued ID. This can be a passport, national identity card, driver's licence, or travel document. The photo must show your full name, date of birth, and document number. We also ask for a recent selfie (a photo of your face taken on your phone) so we can verify the ID belongs to you. Upload both images through the Account Settings page in the app or on the web. Verification typically completes within a few hours during business hours. If your upload is rejected, the system will explain why — common reasons include poor image quality or mismatched names.
If you cannot log in, suspect unauthorised access, or see unfamiliar activity in your transaction history, contact our support team immediately via live chat. Do not attempt multiple login tries if you think someone else has your password — this may lock your account temporarily. If you can still log in, go to Account Settings and change your password at once. Our support team can also review your recent transactions and place a temporary hold on withdrawals while we investigate. We recommend enabling two-factor authentication in Account Settings so that every login requires a code sent to your phone.
Payments and transactions
We do not charge platform fees on deposits or withdrawals. However, your bank or payment provider may apply their own fees — for example, some banks charge a small fee for transfers to external merchants. Check your bank's fee schedule or contact your bank directly to confirm. When you request a withdrawal, the amount you see on lgpro is the amount that will leave your account. Any bank fees are taken by your bank, not by us. Withdrawal requests are reviewed by our compliance team before processing, which typically takes one to three business days depending on your bank's processing speed.
Yes. We support deposits and withdrawals via online payment, e-wallet, mobile banking, and local payment bank transfers. You can also link these banks to payment apps such as online payment, e-wallet, mobile banking, local payment, and online payment, which we also accept. When you choose a payment method during deposit, you will see which of these options are available in your region. Bank transfers typically process within one business day. If a transfer does not appear in your lgpro account within 24 hours, check the transaction status in your bank app and contact our support team with the transfer receipt.
Promotion codes are entered during your first deposit or in the Promotions section of your account. If you have a code, go to Account Settings, find Promotions or Bonus Code, and paste the code into the field. The system will confirm whether the code is valid and show you the offer details. Some codes are tied to specific deposit amounts or payment methods — for example, a code may only work when you deposit via e-wallet or on a particular day. Read the promotion terms carefully before submitting your code, as some offers have wagering requirements or game restrictions.
Games and markets
Live-dealer tables are broadcast from our casino studios where a real person — the dealer — conducts the game. You see the dealer on camera, place your bets via the app or web interface, and watch the outcome happen live. Examples include blackjack, roulette, baccarat, and Dragon Tiger. Slots are computer-generated games where you spin reels and see random symbols. Each spin uses a random number generator, so no two spins are identical. Both types are available on lgpro, and you can switch between them at any time. Live-dealer tables have lower minimum bets but run on a time schedule — for example, a roulette round takes 30 seconds. Slots run on your own schedule and can be played at any pace.
Our live-chat support team is available during standard business hours on weekdays. Response times are typically faster during peak hours — morning to early evening in Jakarta and Surabaya time zones. If you contact us outside business hours or during holidays such as Idul Fitri or Idul Adha, your message will be queued and a team member will reply when they return. For urgent issues, always try live chat first; if nobody is available, you can also email support or leave a detailed message in the app's help centre. Check the Contact Us page for the current live-chat status and expected response time.
Support and account care
Our support team is available via live chat during extended business hours Monday through Friday. Response times vary depending on the time of day and the volume of inquiries; peak hours typically see faster replies. If you reach us outside standard hours — such as during Idul Adha, Idul Fitri, or very late at night — your message will be queued and answered when a team member is available. For account security concerns, we recommend contacting us immediately rather than waiting, as urgent matters are prioritised. You can also submit a request via email through the Help section of your account.