axieFrequently Asked Questions
Users on axie ask questions about account setup, deposits and withdrawals, game rules, bonuses, security, and jurisdiction rules. Some questions recur across support tickets, chat sessions, and email inquiries—particularly around payment methods like DANA, e-wallet, mobile banking, and local payment, and around how football markets, live-dealer tables, and slots work on our platform.
This FAQ page answers the most common questions we receive. It covers account registration, KYC verification, deposit and withdrawal flow, bonus terms, game rules, and customer support contact details. You will find straightforward, step-by-step answers here rather than marketing copy. If your question is not listed, visit our Help Center or contact our support team directly.
Some questions touch on legal topics—such as jurisdiction eligibility or responsible account management. For complete details on those areas, read our Terms & ConditionsPrivacy Policyand Legal NoticeThose pages contain the full terms under which axie operates and the rules you agree to when you create an account.
What this FAQ covers
- 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, e-wallet
- Game rules and bonusesfootball betting, live-dealer tables, slots, esports markets, and bonus terms
- Security and account careaccount protection, KYC documents, fees, and jurisdiction notice
Our KYC (Know Your Customer) process requires documents that confirm your identity and address. Acceptable identity documents include a national ID card, passport, or driver's license. For address verification, we accept a recent utility bill, bank statement, or official government letter bearing your name and address. The document must be dated within the past three months. We process KYC submissions during standard business hours, and most verifications complete within a few hours. If your documents are unclear or incomplete, our team will request resubmission. Once approved, you can withdraw funds freely on axie. KYC is a regulatory requirement, not optional—withdrawal requests are subject to verification completion.
On axie, you can adjust your account preferences in Settings—including language, currency, notification frequency, and email alerts. You can also update your payment method preferences or temporarily disable deposits if you need a break. These controls are accessible from your account dashboard. If you wish to pause your account temporarily, contact our support team and explain your request—we can temporarily restrict access for a period you specify. For permanent account closure, reach out to support as well; we will process your request, settle any pending transactions, and close your account within a standard timeframe. All of these actions require your account password or secondary confirmation for security.
Payments and transactions
Deposits via local payment, online payment, or e-wallet on axie are fast and straightforward. Log in to your axie account, go to the Deposit page, and select your preferred payment method. For mobile banking or local payment, you will be taken to the app or redirected to enter your account details. Once you confirm the transaction in the payment app, your funds appear in your axie account within a few seconds. online payment works the same way—you confirm the amount and transaction in e-wallet, and axie credits your account instantly. No additional forms or delays. If you encounter errors, ensure your mobile banking, local payment, or online payment account has sufficient funds and that you are using a stable internet connection. Most deposits complete instantly; if yours does not, contact support and provide your transaction reference number.
axie does not charge fees on deposits or withdrawals. The amounts you deposit via e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, or bank virtual accounts (local payment, online payment, e-wallet, mobile banking) are credited in full to your account balance. When you request a withdrawal, your funds are transferred back to your chosen payment method without any deduction by axie. Some payment providers (like banks or e-wallets) may charge their own fees on transfers or account maintenance—those are outside axie's control and depend on your payment provider's terms. We recommend checking with local payment, online payment, or your bank beforehand if you are concerned about their own charges. All axie-side transactions are fee-free.
To withdraw funds on axie, log in to your account and navigate to the Withdrawal page. Enter the amount you wish to withdraw and select your preferred payment method (e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, or a bank virtual account like local payment or online payment). You may need to enter or confirm the account details for that payment method. Once you submit your withdrawal request, axie processes it subject to verification windows—KYC verification must be complete before withdrawals are permitted. Most withdrawals are processed within standard business hours. You will receive a confirmation once your funds have been transferred to your chosen payment method. If you withdraw to a bank account, processing may take one to two business days depending on your bank.
Game rules and bonuses
Before you start, read our Terms & Conditions and the game-specific rules for the markets you plan to use. For football betting on Liga 1, Piala AFF, or Champions League, understand that bets are settled based on official league or tournament data. For live-dealer tables (blackjack, roulette, Dragon Tiger), familiarise yourself with the house rules—card values, payout odds, and what happens in edge cases like a tie. For slots like Aviator or Sweet Bonanza, note that outcomes are random and determined by a random number generator. For esports (Mobile Legends, Free Fire), bets settle based on official tournament or match results. All rules and settlement details are in our Terms & Conditions page. Do not assume any game works the way it does elsewhere. Read the rules for the specific game or market you plan to use on axie.
When axie offers a bonus—such as a welcome offer for new accounts—the terms are always stated clearly at the time of the offer. Bonus offers typically include a playthrough requirement, meaning you must use your bonus funds plus your own deposits in qualifying games a certain number of times before you can withdraw winnings. The specific requirement (how many times, which games qualify, what dates the offer runs) is always listed when you claim the bonus. We do not offer fixed bonus amounts; instead, bonuses are described as percentage matches or other relative terms with conditions. Always read the full offer terms before claiming, because once you accept a bonus, you are bound by those terms. If you have questions about an active bonus on your account, contact support—they can explain the current status of your playthrough and what you need to do to clear it.
Live-dealer tables on axie stream real games with human dealers. Games like blackjack, roulette, baccarat, and Dragon Tiger are broadcast from our studios, and you place bets in real time while watching the dealer or wheel. The dealer or game equipment determines the outcome—it is not randomized by software, but by real physical events. You see the live video stream, place your bet, and watch the result happen on camera. Settlement is automatic once the outcome is determined. Live-dealer tables operate during scheduled hours; check the lobby for current availability. You can interact with the dealer via chat in some games. Connection quality depends on your internet speed; a stable 4G or WiFi connection is recommended for smooth streaming.
Support and security
You can reach axie support through multiple channels. Visit our Help Center for common issues and self-service solutions. For direct support, use the in-app chat feature available from your account dashboard—our team responds to chat inquiries during business hours. You can also email support with your account details and a clear description of your issue. Include any relevant transaction IDs or dates to help us locate your case faster. For urgent account security issues (such as unauthorised access or suspicious activity), contact support immediately through chat or email and provide as much detail as possible. Most routine support inquiries receive a response within a few hours during business hours. For technical issues, be ready to describe what you saw (error messages, what device you used, whether the issue is ongoing) so support can troubleshoot effectively.
Keep your axie account secure by using a strong, unique password that no other site uses. Enable notifications on your account so you are alerted to login attempts or withdrawals. Do not share your password or account details with anyone, including axie staff (we never ask for your password). Ensure your device is up-to-date with security patches, use a secure WiFi connection (not public WiFi for sensitive transactions), and log out of axie after each session if you use shared devices. If you suspect someone has accessed your account, change your password immediately and contact support. If you notice unusual activity (bets or withdrawals you did not make), report it to support right away. axie uses encrypted connections (TLS) for all data, but your account safety also depends on your own password hygiene and device security.