wand FAQ

If you forget your password, visit the wand login page and click the "Forgot password?" link. Enter your registered email address or username. We will send a password-reset link to your email within seconds. Click the link in the email; it takes you to a form where you enter a new password. Your new password must be at least 8 characters long and include at least one uppercase letter, one number, and one special character (e.g., @, #, $). Save your new password in a secure location. Once you reset your password, you can log in immediately using the new credentials. If you do not receive the reset email, check your spam folder or contact our support team via the Help section in your account dashboard. We can verify your identity and send a manual reset link.

We at wand process withdrawal requests submitted during business hours (Monday–Friday, 08:00–17:00 Indonesia time) within one business day. If you submit a withdrawal after hours or on a weekend, we queue your request and process it during the next business day. Actual fund arrival depends on your payment method: DANA and e-wallet transfers typically appear within seconds to minutes; mobile banking and local payment transfers within subject to verification; online payment and bank transfers (e-wallet, mobile banking, local payment, online payment) within 1–4 business hours. During high-volume periods or national holidays (Idul Fitri, Idul Adha, Imlek, Nyepi), processing may take an additional 1–2 business days. We do not charge withdrawal fees; your payment provider may apply transaction fees. Check your account transaction history for the exact withdrawal status and expected arrival time.

We at wand honor data-deletion requests under applicable privacy law. To request deletion of your personal data (email, phone, identity documents, transaction history), contact our support team via the Help section in your account dashboard and write "Data deletion request" in the subject line. Include your username, registered email, and the reason for deletion (if you wish to share it). We will verify your identity by sending a confirmation email to your registered address. Once confirmed, we delete your personal data from active systems within 30 days. We may retain anonymized transaction records and aggregate statistics for compliance and fraud prevention; these records do not identify you. Some data may be retained longer if required by financial regulations or legal holds. After deletion, you cannot recover your account, view past transaction history, or claim unclaimed bonuses. This action is permanent.

We at wand operate in Indonesia and select other jurisdictions where local law permits online gaming. Our primary service region spans Indonesia, including Jakarta, Surabaya, Bandung, Medan, Semarang, and other cities. Within Indonesia, some municipalities or provinces may have local restrictions; you are responsible for confirming legal eligibility in your specific area before opening an account. We do not operate in jurisdictions where online gaming is prohibited. We use IP geolocation and device fingerprinting to detect and block access from prohibited regions. If you believe you are blocked in error, contact our support team with proof of residence in a permitted jurisdiction. Our Legal notice page provides full details on jurisdiction restrictions and user responsibility. By using wand, you confirm that your access complies with local law in your region.

If a deposit does not complete, check your payment-provider app (e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, or your bank) to confirm whether the money left your account. If the payment was deducted from your account but did not appear in wand, contact your payment provider first — they may have blocked the transaction due to fraud detection or account restrictions. If your payment provider confirms the money was sent, then contact our support team via your account dashboard with your transaction reference number. We will investigate whether the funds arrived in our payment gateway and manually credit your wand account if needed. For withdrawals that fail, the money returns to your original payment method within 3–5 business days. If funds do not return, contact both our support team and your payment provider. Provide screenshots of your request and any error messages you received.

We at wand offer markets across major football leagues and tournaments: Liga 1 Indonesia, Piala Indonesia, Piala AFF (Southeast Asia), Champions League, Premier League, La Liga, Serie A, Bundesliga, and international fixtures. We also cover non-football sports including badminton, MotoGP, and cricket. Market availability changes based on fixture schedules; during peak seasons (Liga 1 league play, Piala AFF group stages, Champions League knockout rounds), we expand live-betting options and in-play wagering. You can browse available markets directly in the wand app or website under the Sports section. Markets display estimated odds, match times, and minimum/maximum bet limits. We do not publish a fixed schedule in advance because fixture dates sometimes shift due to weather, administrative decisions, or tournament rules. Check the Sports page regularly to see upcoming fixtures, or enable push notifications in your account settings to receive alerts when new markets open.

We at wand run a tiered loyalty programme: Bronze (entry level), Silver, Gold, Platinum, and Diamond (highest tier). You start at Bronze when you open your account. You advance tiers by earning loyalty points through wagering activity. The more you wager, the faster you accumulate points. Points are calculated as a percentage of your total wagering (deposits and net losses); wins do not count toward points. Each tier unlocks increasing bonuses: tier-specific cashback (paid every Monday), exclusive promotions, faster withdrawal processing, and higher maximum bet limits. You can view your current tier, points balance, and progress toward the next tier in your account dashboard under Loyalty. Tiers reset annually; at the end of each calendar year, all users return to Bronze and restart accumulation. Unused points from the previous tier expire. Tier-specific cashback is automatically credited to your account on Mondays if you meet the minimum activity threshold for that week. You cannot purchase tiers or points; progression is based solely on wagering volume.

We at wand do not offer live chat support. We provide support via email and the Help section in your account dashboard. Our support team responds to all inquiries within one business day (Monday–Friday, 08:00–17:00 Indonesia time). Weekend and holiday requests (Idul Fitri, Idul Adha, Imlek, Nyepi) are processed on the next business day. For urgent issues (account lockout, suspicious activity, payment disputes), send an email to our support address with "Urgent" in the subject line — we prioritize urgent requests during business hours. Document your issue clearly, include your username and registered email, and provide any relevant screenshots or transaction reference numbers. We cannot resolve issues via phone; all support is handled via email for record-keeping and compliance. This process ensures your issue is documented, tracked, and resolved with a permanent record.