leona FAQ

We at leona operate only in jurisdictions where local law permits online wagering and gaming services. This means our platform is not available everywhere, and access depends on your location and applicable regulations. Users in Jakarta, Surabaya, Bandung, Medan, and other Indonesian regions where such services are permitted may access leona, subject to our terms. If you are unsure whether our services are legal in your jurisdiction, you are responsible for verifying this before attempting to register. We do not offer our services in jurisdictions where online wagering is prohibited by law. If you attempt to access leona from a restricted region, your account may be suspended or closed.

Account opening on leona starts with email verification, a username, and a secure password. After initial signup, we collect your full name, date of birth, and residential address. You will also provide a phone number for account recovery and support contact. Once your basic details are saved, we request identity documents—such as a national ID card, passport, or driver's license—as part of our KYC (Know Your Customer) verification process. This step protects both your account and our platform from fraud and money laundering. Depending on the document type and our verification queue, KYC review typically completes within standard business hours. Do not proceed with deposits until your account has been verified.

Your leona account dashboard gives you several controls. You can update your email, phone number, and residential address at any time from your profile settings. Password changes are available under security settings, and we recommend changing your password regularly. You can view your complete transaction history—all deposits, withdrawals, and bets—from the account activity log. If you believe your account has been compromised, change your password immediately and contact support. You may also request a temporary login restriction if you suspect unauthorised access. Account closure is available through the account settings menu, though we may retain data as required by law or our terms.

leona does not charge fees on deposits or withdrawals. When you deposit via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, or bank transfer (mobile banking, local payment, online payment, e-wallet), the amount you transfer is the amount credited to your account. Similarly, when you request a withdrawal, you receive the full amount without deduction. Your bank or payment provider may charge their own fees for outgoing transfers; those fees are set by your financial institution, not by leona. We recommend checking your bank's fee schedule before initiating a withdrawal. Deposit and withdrawal requests are processed during business hours; weekend or holiday requests may be processed the next business day.

If a deposit does not complete, check your leona account balance first—the deposit may have succeeded but the page did not refresh. If your account still shows no credit, check your bank or payment app (mobile banking, local payment, online payment, or your bank) to confirm whether the money left your account. If the money was deducted from your account but did not reach leona, our support team can investigate. For withdrawals, if the request shows as "pending" for longer than expected, contact support with your withdrawal request ID. Bank transfers may take one to two business days depending on your institution and the time of request. During Idul Fitri, Idul Adha, or other holidays, processing times may extend. Do not initiate duplicate transactions while investigating a failed one.

Free bets and free spins are promotional credits available to new accounts or during special campaigns. These are not cash; they are betting credits that can only be used on specific games (such as slots with free spins, or football markets with free-bet tokens). When you claim a free-bet offer, it appears in your account under a separate "Promotions" or "Active Offers" section, separate from your cash balance. Free spins and free bets come with terms—they may expire after a set period, or they may require you to meet a playthrough condition (betting the credited amount a certain number of times before you can withdraw winnings). Read the terms of each promotion before claiming. If you do not use a free bet or free spin by its expiration date, it is forfeited. We do not offer refunds for expired promotional credits.

leona provides four main game categories. Football sportsbook covers live and pre-match betting on Liga 1, Piala AFF, Champions League, and other tournaments. Live-dealer tables include blackjack, roulette, baccarat, Dragon Tiger, and other card and dice games broadcast from multi-camera studios. Slot games feature titles such as Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. Esports betting covers Mobile Legends, Free Fire, and PUBG Mobile tournaments. Each category can be accessed from your main dashboard. Detailed rules for each game type are available within the game lobby. If you are new to a game, start with the rules and play-guide sections before placing your first bet.

Our support team aims to respond to inquiries within standard business hours. Standard queries about account setup, payment methods, or game rules typically receive a response within a few hours during operating hours. Account security issues and transaction disputes are prioritised and may receive a faster response. During peak times or weekend requests, responses may take longer. You can submit support requests through the in-app chat, email, or the contact form on our website. Always include your account email and a clear description of your issue so our team can assist you efficiently. Do not expect real-time responses outside of business hours, although we monitor critical security reports continuously.

We at leona use industry-standard encryption (SSL/TLS) to protect all data transmitted between your device and our servers. Your password is hashed and never stored in plain text. Your financial information—bank account numbers and payment app credentials—is tokenised so we do not store full details. Your account access is restricted by login credentials that only you know. We recommend using a strong, unique password and enabling any additional security features available in your account settings. Never share your password, and log out when you finish using a public or shared device. If you suspect your account has been compromised, change your password immediately and contact support.

Yes, you can request account closure through your account settings menu. If you have an outstanding balance, you must withdraw or use those funds before closure is processed. Once closed, your account cannot be reopened; you would need to register a new account. If you wish to take a temporary break without closing your account, contact support to discuss a login restriction or account pause option. For questions about how long account data is retained after closure, refer to our Privacy Policy or contact support directly.