mitra Casino & Sportsbook Terms

These terms set out the conditions under which we operate mitra and the rules you agree to when you open an account with us. We are committed to transparent, fair play across all our games — football betting on Liga 1 and Piala AFF, live-dealer tables like blackjack and roulette, slot games, and esports markets. We keep these terms written in plain language so you understand what we expect from you and what you can expect from us.

We designed these terms to protect both you and mitra. They cover account opening, deposits and withdrawals, bonus terms, dispute resolution, and our commitment to follow local laws wherever we operate. We also explain how we handle your personal data, what happens if you break our rules, and how we settle disagreements. If anything in these terms is unclear, our support team in English and Indonesian can explain it further.

By opening an account on mitra, you accept these terms in full. We may update them over time, and we will notify you of changes via email or in-app notification. Your continued use of mitra after an update means you accept the new terms. If you do not agree with any term, you can close your account anytime without penalty.

Account opening and your responsibilities

When you join mitra, we ask for your email, a password, your full name, date of birth, and ID number. We then verify your identity by asking for a photo of your national ID (KTP, passport, or driver's license) and a selfie holding that ID. This is our Know Your Customer (KYC) process, and we are legally required to do it. We store these documents securely and do not share them with third parties except as required by law or court order.

You agree that the information you provide is accurate and complete. You also agree that you are of legal age in your jurisdiction to participate in online gaming. If you are under age, we will close your account and forfeit any balance. You are responsible for keeping your password confidential. If someone else gains access to your account, you must notify us immediately. We will help you secure your account, but we are not liable for unauthorized transactions if you shared your password or login details with others.

We reserve the right to suspend or close your account if we believe you are violating these terms, engaging in fraud, using automated tools, or accessing mitra from a jurisdiction where we do not operate. We will give you a chance to explain yourself before taking action, unless the breach is serious (like money laundering or abuse of promotions).

Deposits, withdrawals, and your balance

We accept deposits via e-wallets (DANA, e-wallet, mobile banking, local payment, online payment), e-wallet, and bank transfers (mobile banking, local payment, online payment, e-wallet). We process e-wallet deposits within minutes; bank transfers usually take one to four hours. We review all deposits for fraud before crediting them to your account. If we detect something unusual, we may pause the deposit and contact you to verify. We do not charge deposit fees — all costs are covered by mitra.

Your mitra balance shows your available funds at any moment. When you place a bet or make a purchase, we deduct it immediately from your balance. If your bet wins, we credit the winnings instantly. If you request a withdrawal, we process it back to your original deposit method. We review all withdrawals for fraud and verify your account details. Withdrawals typically take a few hours during business days (Monday to Friday, Jakarta time); weekends and holidays may take longer.

We do not charge withdrawal fees. If you have questions about your balance or a transaction, you can check your transaction history anytime in your account. If a transaction looks wrong, contact our support team in English or Indonesian, and we will investigate.

Our mitra bonus and promotion terms

We occasionally offer bonuses to new and existing players. These bonuses come with terms — for example, you may need to play a certain amount before you can withdraw bonus funds. We display all bonus terms clearly when we offer them. You must read and accept the terms before claiming the bonus. If you break a bonus term (like opening multiple accounts to claim bonuses on each), we will forfeit the bonus and any winnings from it.

Bonuses are not guaranteed. We can end a promotion at any time. Existing bonus terms remain in effect for players who claimed them before the end date, but no new players can claim once the promotion closes. We do not offer cash-out or refund of bonuses themselves — bonuses are one-time credits to play with, not money you can withdraw directly.

If you abuse promotions (like using multiple accounts, collusion, or self-dealing), we will close all your accounts and forfeit all balances. We take fair play seriously across all games — football betting, live-dealer tables, slots, and esports.

Game rules and fair play

Each game on mitra — football betting, live-dealer tables, slots, and esports — has its own rules. We display rules clearly before you play or bet. You agree to play fairly and follow the rules. We do not allow automated tools, bots, or scripts that interact with mitra without permission. We use software to detect unusual betting patterns, and if we find evidence of cheating or collusion, we will close your account.

For live-dealer games, our dealers follow strict protocols. Every hand of blackjack, spin of roulette, or deal of baccarat is streamed live from our studio so you see it happens in real time. We do not manipulate results. If you believe a result was unfair, you can request our support team to review the video and transaction log. Our decision is final, but we commit to being transparent in our investigation.

For slot games and games of chance, results are determined by certified random-number generators. We do not adjust these generators based on your balance or play history. Every spin is independent and has the same odds as any other spin on that game.

Dispute resolution and complaints

If you have a complaint or believe we made an error, contact our support team first. We handle most issues within a few business hours. We ask that you provide clear details — your account email, the date and time of the issue, the game or transaction affected, and what you believe went wrong. We will investigate and respond with our findings.

If you do not accept our response, you can escalate your complaint. We have an internal review process where a different team member examines the case. This review usually takes up to five business days. We will notify you of the outcome via email.

If you remain dissatisfied, you have the right to seek resolution through your local authorities or legal system. These terms are governed by the laws of the jurisdiction where mitra operates, and you agree to resolve disputes under that jurisdiction's laws. We do not accept disputes raised after 90 days from the date of the transaction in question.

Account closure

You can close your mitra account anytime. We will process your final withdrawal within normal timeframes. Once closed, you cannot reopen it under the same email.

Data protection

We encrypt your data and store it securely. We do not share your personal information with marketing companies, and we comply with local data-protection laws.

Liability limits

mitra is not liable for losses due to your own negligence, third-party interference, or technical issues beyond our control (like internet outages).

Term changes

We may change these terms anytime. We notify you via email. Your continued use of mitra after a change means you accept the new terms.

Jurisdiction and service availability

mitra operates only in jurisdictions where online gaming, sportsbook, and casino services are legal and permitted. We do not knowingly serve users in regions where our services are prohibited by law. Before you open an account, you are responsible for confirming that mitra is legal and accessible in your jurisdiction. We ask you to make this confirmation during registration.

If you access mitra from a jurisdiction where we do not operate, your account may be restricted or closed. We monitor for location violations using IP data and device information. If we detect access from a prohibited jurisdiction, we may pause your account pending verification. If you travel between countries, let our support team know so we can help you maintain access where it is legal.

Our services run every day, including weekends and holidays like Idul Fitri, Idul Adha, and Imlek. Games, draws, and betting markets remain available 365 days a year. Our support team works extended hours but is not available 24/7 every second — we cover morning, afternoon, and evening windows throughout the week in both English and Indonesian.

Your rights and our commitments

We commit to keeping your mitra account secure, handling your deposits and withdrawals fairly, and responding to your complaints within a reasonable timeframe. We encrypt all data sent between your phone or browser and our servers. We use two-factor authentication to prevent unauthorized access. We do not sell your personal information to third parties.

We also commit to fair odds and transparent game rules. We do not manipulate results to favor the house. For live-dealer games, we stream real action from real dealers. For slots and draws, we use certified random-number generators. You have the right to request our verification records and to audit your betting history anytime.

If we believe you are breaking these terms (fraud, cheating, accessing from a prohibited jurisdiction, using multiple accounts to exploit promotions), we reserve the right to suspend or close your account, forfeit your balance, and report you to relevant authorities if required by law. We will give you a chance to respond unless the violation is severe. Your acceptance of these terms means you understand and agree to these consequences.