mercy Casino & Sportsbook FAQ

No. Each person may hold only one active account at mercy. If we detect multiple accounts linked to the same identity, email address, or payment method, we reserve the right to suspend or close the duplicate accounts. This policy protects all our users and ensures fair play across our platform. If you've accidentally created more than one account, contact our support team immediately and we can help consolidate or close the extra account. We take account integrity seriously, especially during major events like Liga 1 or Piala Indonesia tournaments.

We require two documents: a government-issued ID and proof of address. Your ID can be a passport, national ID card (KTP), or driving licence—it must be current and legible. Your proof of address should be a recent utility bill, bank statement, or official letter dated within the last three months. Both documents must match the name and address you registered with mercy. If your documents are unclear or don't match, our verification team will contact you via email and ask you to resubmit. We process KYC submissions during standard business hours, and most approvals complete within a few hours. If you're in Bandung, Medan, or another region and have questions about acceptable documents, our support team can advise you.

You can adjust your account preferences—such as email notifications, language, and currency—directly in your account settings on mercy. To pause activity temporarily, you can request a voluntary account suspension via your account dashboard or by contacting our support team. When you request a suspension, your account is locked and you cannot place bets or access live-dealer tables until you request reactivation. Suspensions can last from a few days to several months, depending on your preference. To reactivate, contact our support team and we'll restore your account within standard response windows. This feature is separate from any legal or compliance holds on your account.

You can email our support team at [email protected] with any account, payment, or game-related question. When you email, include your registered email address and a clear description of your issue. Our team responds during standard business hours, typically within a few hours. For urgent issues—such as a locked account or a failed withdrawal—mention "urgent" in your subject line and we'll prioritise your request. We also offer live chat support directly from the mercy website during operational windows. If you're in Jakarta, Surabaya, or another major city and prefer to communicate in Indonesian, our team can assist in your preferred language.

Deposit fees depend on your payment method. DANA, e-wallet, mobile banking, and local payment typically have no deposit fee when you use mercy. Bank transfers via online payment, e-wallet, mobile banking, or local payment may incur a small fee depending on your bank—check with your bank for details. Withdrawal fees also vary by method. E-wallets like online payment and e-wallet usually have no withdrawal fee, while bank transfers may have a small charge. mobile banking transfers are typically fee-free. We display all applicable fees clearly before you confirm a transaction, so you know exactly what to expect. If you have questions about fees for a specific payment method, contact our support team and we can provide a breakdown.

Yes. mercy accepts deposits and withdrawals via local payment, online payment, e-wallet, and mobile banking bank transfers. To deposit, select "Bank Transfer" as your payment method, choose your bank, and follow the on-screen instructions. You'll receive a unique account number to transfer funds to. Once we receive your transfer, the funds appear in your mercy account within standard processing windows—typically within a few hours during business hours. Withdrawals to your bank account follow a similar process: request a cash-out, confirm your bank details, and we process it within standard timeframes. Bank transfers are popular among users in Medan and other regions who prefer traditional banking. If your transfer doesn't arrive within the expected window, contact our support team with your transaction reference number.

Free bets and free spins are promotional credits that we award as part of our welcome offer, weekly cashback, or special promotions. Free bets can be used on football markets, live-dealer tables, or esports events at mercy. Free spins are credits for slot games like Aviator, Sweet Bonanza, or Mahjong Ways. Both appear in your account dashboard under "Promotions" or "Active Offers." Each free bet or free spin comes with specific terms—such as minimum odds for bets or a wagering requirement before you can withdraw winnings. You can see these terms clearly when you claim the promotion. Free bets and spins are typically valid for a set period (e.g., 7 days), so use them before they expire. If you're unsure how to claim or use a free bet, our support team can walk you through it.

Live-dealer tables at mercy feature real dealers and real cards or wheels, streamed live from our studios. You can play blackjack, roulette, baccarat, and Dragon Tiger with a live dealer, and you interact in real time via chat. Slots, by contrast, are automated games with spinning reels—such as Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. Slots use random number generation and don't involve a dealer. Live-dealer tables offer a more social, interactive experience, while slots are faster-paced and require less decision-making. Both are available on mercy, and you can switch between them anytime. Your account balance covers both categories, so funds you deposit can be used for either live tables or slots.

mercy covers major football tournaments including Liga 1, Piala Indonesia, Piala AFF, Champions League, and Premier League. We also offer markets on MotoGP and badminton events. For esports, we cover Mobile Legends, Free Fire, and PUBG Mobile tournaments. Our live fixture feed updates throughout the day, and you can place bets on upcoming matches or live events as they happen. Odds and markets vary by event and are updated in real time. During major tournaments like Piala AFF or Idul Fitri holiday periods, we often expand our market offerings. If you're looking for a specific tournament or match, use the search function on mercy or contact our support team—they can tell you if we're covering that event.

To place a bet on mercy, navigate to the football section and select a match. You'll see available markets (such as match winner, over/under, or handicap). Click on the odds you want, enter your stake, and confirm. Your bet slip appears on the right side of the screen, showing your potential return. Review the details and click "Place Bet" to confirm. Once placed, your bet appears in your "Active Bets" section. You can view live updates as the match progresses. If the match result matches your bet, your winnings are credited to your account automatically. If you're new to betting, our support team can walk you through the process step by step.

If you notice unusual activity on your mercy account—such as bets you didn't place or a withdrawal you didn't request—contact our support team immediately. Email [email protected] or use live chat and mark your message as urgent. Provide your account email and a description of the suspicious activity. Our security team will investigate, review your account history, and take steps to secure your account. We may temporarily lock your account pending investigation. Once we've confirmed the issue, we'll help you regain access and discuss next steps. To prevent unauthorised access, use a strong, unique password and never share your login details with anyone. If you use a shared device, log out after each session.

Our Terms & Conditions and Privacy Policy are available on the mercy website. The Terms cover account rules, promotion eligibility, dispute resolution, and jurisdiction restrictions. The Privacy Policy explains how we collect, use, and protect your personal data. Both documents are updated periodically, and we notify users of significant changes via email. If you have questions about our terms or privacy practices, contact our support team or review our Legal Notice for additional information.

Our services at mercy are available only in jurisdictions where local law permits online entertainment and sports wagering. By opening an account, you confirm that you access mercy from a supported region and that your use complies with applicable law in your jurisdiction. This is your responsibility. If you're unsure whether mercy is available in your location, contact our support team before registering. We do not offer our services in jurisdictions where online wagering is prohibited. Users who access mercy from restricted jurisdictions do so at their own risk, and we reserve the right to suspend or close such accounts.