Users ask us about account setup, deposits and withdrawals, game rules, and account security. This page groups the most common questions into topic areas so you can find answers quickly without contacting support.
We cover account registration and password recovery, how we handle deposits via DANA, e-wallet, mobile banking, local payment, and bank virtual accounts, and withdrawal timelines. We also explain game categories — football sportsbook (Liga 1, Piala AFF, Champions League), live-dealer tables (blackjack, roulette, baccarat, Dragon Tiger), slot games (Aviator, Sweet Bonanza, Gates of Olympus), and esports markets (Mobile Legends, Free Fire, PUBG Mobile).
Read the relevant section below before contacting our support team. For account-specific issues (e.g. a stalled transaction or a failed KYC upload), in-app chat is faster. For legal questions about jurisdiction or service availability, see our legal notice or terms and conditions
Account and registrationhow to start, KYC verification, password recovery
Payments and transactionsdeposit and withdrawal via online payment, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment
Game rules and marketsfootball betting, live-dealer tables, slots, esports
Security and account careaccount protection, data handling, jurisdiction compliance
Use the accordion headings below to expand answers to frequently asked questions about xiao. If you need further help, contact our support team via the in-app chat.
Account and registration
On the xiao login page, tap the "Forgot your password?" link. Enter the email address or mobile number associated with your account. We send a password-reset link to your email or an SMS code to your phone. Tap the link or enter the code on the reset form, then create a new password. The new password takes effect immediately. If you do not receive the reset link or code within a few minutes, check your spam folder or contact support via in-app chat.
All new xiao users must read our terms and conditionswhich cover account eligibility, betting rules, and dispute resolution. We also recommend reviewing the legal notice to confirm that xiao services are available in your jurisdiction under local law. Game-specific rules (e.g. football bet types, live-dealer table minimums, slot payout rates) are displayed in each game's lobby. If you have questions about a specific rule, contact support.
No. Each xiao account is tied to one identity (verified via government ID, email, and mobile number). Creating multiple accounts using the same identity is prohibited and violates our terms. If we detect duplicate accounts, all linked accounts are suspended and funds may be forfeited. If you registered by mistake and wish to update your account details, contact support. We do not permit account sharing or transfer to another person.
Payments and transactions
Withdrawal requests are reviewed within one business day (Monday–Friday, Jakarta time). If you submit a request on Friday evening or during a weekend or public holiday (e.g. Idul Fitri or Idul Adha), review begins on the next business day. Once approved, funds are transferred to your payment method (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking). Transfer times vary by payment provider, typically 1–4 hours. High-value withdrawals may require additional verification; we notify you if this is needed.
Free bets and free spins are promotional credits we award to eligible users on certain dates or conditions. Free bets are credited to your account for use on football markets (Liga 1, Champions League) or live-dealer games. Free spins are credits for slot games (Aviator, Sweet Bonanza, Gates of Olympus). Promotional credits appear in a separate "Promotions" or "Free Balance" section of your account. They are subject to expiry (typically 7–30 days from issue) and usage terms; read the promotion details before claiming.
Deposits via local payment, online payment, e-wallet, and mobile banking are free — no xiao fees apply. Bank virtual account deposits (local payment, online payment, e-wallet, mobile banking) are also free. Withdrawals to these same methods are free from xiao's side. However, your bank or payment provider may charge you a small fee for outgoing transfers; this is outside our control. If you are unsure about your payment provider's fees, check their app or website before initiating a withdrawal.
Games and markets
We protect your personal data (email, name, ID document, mobile number) using industry-standard encryption. Data is used solely for account verification, payment processing, and legal compliance. We do not sell or share your data with marketing third parties. Data retention follows regulatory requirements; we keep records for one year after account closure. For full details, see our privacy policyTo request a copy of your data or request deletion, contact support.
Security and support
For urgent account matters (e.g. a stalled withdrawal or failed KYC verification), use the in-app chat feature; responses are faster. For non-urgent inquiries or formal complaints, contact our support team via the email address displayed in the xiao app under Settings > Help. Email responses typically arrive within one to two business days. Always include your username and a clear description of your issue to speed up resolution.