tancapFrequently Asked Questions

If you forget your password, go to the login page and click "Forgot password?" Enter your username or email address. We will send a password-reset link to your registered email inbox. Click the link within 24 hours to create a new password. If you do not receive the email, check your spam folder or contact our support team in English. We can verify your identity using your account details and help you regain access within one business day. If you no longer have access to your registered email address, we can update it after verifying your identity with your government ID and proof of residence.

We require two documents for identity verification: a government-issued ID (national ID card, passport, or regional equivalent) and proof of residence. Your proof of residence can be a recent utility bill, bank statement, or official letter showing your name and address. Both documents must be clear, legible, and dated within the last three months. Upload both images through your account dashboard. Our verification team reviews documents during business hours and typically completes within one business day. If we need clarification, we will contact you in English with next steps. Once verified, you can deposit and withdraw immediately.

tancap does not charge fees on deposits or withdrawals. However, your bank or payment provider may apply their own fees. For example, if you transfer from BCA, e-wallet, mobile banking, or local payment to tancap, your bank may charge a transfer fee. Similarly, if you withdraw to your bank account, your bank may deduct a fee. We recommend checking your bank's fee schedule before depositing or withdrawing. Mobile wallets (online payment, e-wallet, mobile banking, local payment) and online payment typically do not charge transfer fees, but confirm with your wallet provider. Our tancap system processes all transactions without additional charges.

We process withdrawal requests without arbitrary holds. Once you submit a withdrawal request through your account dashboard, we review it immediately during business hours. Most withdrawals are approved within minutes. However, the time it takes for funds to reach your account depends on your payment method. Withdrawals to mobile wallets (e-wallet, mobile banking, local payment, online payment) typically arrive within minutes. Withdrawals to bank accounts (e-wallet, mobile banking, local payment, online payment) follow standard bank clearing times—usually instant for transfers within the same bank, or 1–2 hours for transfers between banks. If your withdrawal is held pending verification, we will contact you in English. We resolve verification holds within one business day.

RTP stands for Return to Player. It is a percentage that describes the average amount a slot game returns to players over a very large number of spins. For example, a slot with returns an average of 96 cents for every dollar wagered over thousands of spins. RTP is a long-term statistical measure, not a guarantee for individual sessions. On tancap, all slot games (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways) display their RTP in the game information panel. Higher RTP does not mean you will win more in a single session—it is a measure of fairness over time. Each spin is independent and determined by a certified random-number generator.

Our loyalty tier programme rewards active players on tancap. As you deposit and play, you earn points. Points accumulate toward tier milestones (Bronze, Silver, Gold, Platinum). Each tier unlocks benefits such as bonus offers, priority support, and exclusive tournament access. Your tier status is displayed in your account dashboard. Points do not expire as long as your account remains active. If your account is inactive for 12 months, points may be reset. You can view your current points balance and tier benefits anytime in your account settings. Tier benefits vary by season; we announce major changes in advance through your account notifications.

We at tancap protect your personal information (identity documents, banking details, transaction history) using industry-standard encryption and secure servers. Your data is stored on protected systems with limited staff access. We do not share your personal information with external marketers or third parties outside of our payment processors and regulatory partners. Your data may be processed and stored internationally, as our servers are located outside Indonesia. We comply with data-protection standards set by our payment partners. For full details about how we collect, use, and protect your data, see our privacy policyIf you have concerns about your data, contact our support team in English during business hours.

Our support team is available in English during business hours (Monday to Friday, 09:00–17:00 Indonesia Standard Time). To contact us, send an email to [email protected] with your username, account email, and a clear description of your issue. We aim to respond to all inquiries within one business day. For urgent issues (e.g., account access problems, payment disputes), mark your email as urgent and include your mobile number so we can reach you if needed. We do not offer 24/7 live chat, but we prioritize all inquiries in order. If you need immediate help outside business hours, leave a detailed message and we will respond as soon as we return to the office.