hrv FAQ
Users of hrv ask us a wide range of questions—from how to open and verify an account, to how deposits and withdrawals work, to which games and markets we offer, and what to do if something goes wrong. Many of these questions cluster around account setup, payment methods, game rules, security, and our terms of service.
This FAQ page answers the most common questions we receive. We have tried to be specific and practical: naming the payment methods we accept (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet), the documents you'll need for KYC, how our cashback offer works, and what to do if a transaction stalls.
If your question is not answered here, or if you need urgent help, use the live chat feature in your hrv account or email our support team. We respond to most queries within one to two hours during business hours. Our support team speaks English and Indonesian.
Topics covered in this FAQ
- Account and registration: How to start with hrv, KYC verification, password recovery, and account eligibility.
- Payments and transactions: Deposit and withdrawal methods (mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment), transaction status, and fees.
- Games and markets: Football betting (Liga 1, Piala AFF, Champions League, Premier League), live-dealer tables, slots, esports, and MotoGP coverage.
- Security and support: Account protection, data privacy, support channels, and troubleshooting.
If a deposit or withdrawal transaction does not complete, check your transaction status in the "Transactions" section of your hrv account. A failed transaction will show a "Failed" or "Pending" status. If the status is "Pending," the transaction is still being processed by our payment partner (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, or e-wallet). Pending transactions typically resolve within 24 hours.
If a deposit fails, the funds should be returned to your original payment method within one to two business days. Check your bank or payment app (e.g., mobile banking, local payment) to confirm the reversal. If a withdrawal fails, contact our support team via live chat or email. Provide your transaction ID, and we will investigate and resubmit or reverse the transaction as appropriate. We typically respond within one to two hours during business hours.
We at hrv require three documents for full KYC verification before you can withdraw. First, a government-issued ID (passport, national ID card, or driving licence) showing your full legal name, date of birth, and ID number. Second, proof of residential address dated within the last three months (utility bill, bank statement, or lease agreement). Third, confirmation of your source of funds (a bank statement or deposit source attestation). All documents must be in colour and clearly legible.
Upload these documents through your hrv account under "Account Settings > Verification." Our compliance team reviews submissions within 24–48 hours. If a document is unclear or missing, we will request a resubmission via email. Once approved, you can withdraw to any registered payment method. If you have questions about document requirements or your verification status, contact our support team.
Payments and transactions
We at hrv do not charge deposit or withdrawal fees. However, your payment provider (online payment, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, or e-wallet) may apply their own fees or have minimum/maximum limits. For example, some bank transfer methods may charge a small transaction fee set by your bank, not by hrv. Check your payment provider's fee schedule before you deposit or withdraw.
The amount you see in your hrv account reflects your balance after any processing. If you withdraw our welcome offer and your bank charges a our welcome offer fee, you will see our welcome offer credited to your account (the fee is deducted by your bank, not by us). If you have questions about a specific fee, check your transaction receipt or contact your payment provider directly. Our support team can also clarify what fees, if any, apply to your chosen payment method.
Our weekly cashback offer on hrv rewards active users based on their tier level. Tiers range from Bronze to Diamond, and your tier is determined by your cumulative activity over the past 30 days. Each tier earns a different cashback percentage on net activity (net activity = total wagered minus winnings). Cashback is credited to your account every Monday and can be withdrawn like any other balance.
To qualify for weekly cashback, your account must be verified (KYC complete) and you must have placed at least one wager in the past seven days. The cashback applies only to activity from the previous Monday–Sunday period. Tier eligibility and cashback rates are displayed in your hrv account under "Rewards." Climbing to a higher tier increases your cashback multiplier. For example, reaching Silver tier may double your cashback rate compared to Bronze. Full terms and conditions for the cashback offer are listed in your account.
Games and markets
We at hrv offer a broad range of gaming categories. Football and sports betting covers Liga 1, Piala Indonesia, Piala AFF, Champions League, Premier League, MotoGP, and badminton. Live-dealer tables feature professional multi-camera studios with blackjack, roulette, baccarat, Dragon Tiger, and other classic games. Slots include Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways, and hundreds of other titles.
We also offer esports markets on Mobile Legends, Free Fire, and PUBG Mobile tournaments. Each category is accessible from the main menu on hrv. New games and markets are added regularly, especially around major events like Idul Fitri or Idul Adha tournaments. Check the "New Games" section to see what has been added recently. If you have a game request, contact our support team—we listen to user feedback and consider popular requests for future updates.
Security and support
You have the right to request deletion of your personal data under applicable data protection laws. To submit a data-deletion request to hrv, go to your account settings and select "Privacy and Data." Click "Request Data Deletion." You will be asked to confirm your request and provide a reason. We will send a confirmation link to your registered email address. Click the link to complete your request.
After we receive your confirmed request, we have 30 days to delete your personal data, subject to legal and regulatory exceptions (for example, we may retain transaction records for tax compliance). Once deletion is complete, we will send you a confirmation email. Note that deleting your data will close your hrv account and you will lose access to any remaining balance. If you have questions about data deletion or need to dispute our decision, contact our privacy team via the support portal.
Our hrv support team handles both English and Indonesian. You can contact us in either language via live chat, email, or phone. Our team responds to most queries within one to two hours during business hours (Monday–Friday, 09:00–18:00 GMT+7). Outside business hours, we respond within a few hours or by the next business day.
If you prefer to communicate in Indonesian, select that language in your account settings and our Indonesian-speaking team will handle your ticket. If you prefer English, the same support portal will route your message to our English team. Response times are the same regardless of language. For urgent matters, use the live chat feature—it often offers the fastest response. We are committed to helping all users, regardless of language preference.