How to reach rayman support
rayman offers three primary support channels, each monitored during business hours and some extending into evening windows. You do not need to repeat your issue across channels—our internal system flags your account and ticket history, so a second contact sees your prior notes.
- Live chat: Open the rayman app or website and tap the chat icon (usually bottom-right corner). A support agent appears within subject to verification during peak hours. This channel works best for quick questions: "How do I deposit with ShopeePay?" or "Why is my withdrawal pending?"
- Email support: Send details to our support inbox (available via the app's help menu). Use email for complex disputes, transaction history requests, or if you prefer written records. Responses arrive within 12–24 hours on weekdays.
- Phone support: rayman provides a phone line for account lockouts, urgent payment issues, or players who prefer voice. Look for the phone number in the app's settings or footer section.
Account verification and KYC on rayman
rayman requires identity verification (KYC) before you withdraw funds. This is a standard compliance step across online gaming platforms and applies to all players, regardless of deposit size or gameplay history.
The verification process typically unfolds as follows: you upload a photo of a valid ID (Indonesia national ID card, passport, or driver's license), a selfie holding the ID, and a proof of address (utility bill, bank statement, or official letter dated within the past three months). rayman's verification team reviews these documents and confirms your identity within 1–2 business days.
If your documents are rejected, our support team sends you a specific reason (e.g., "Photo is too dark" or "Utility bill date is too old"). You can resubmit corrected versions immediately—there is no penalty for resubmission. Most players pass KYC on their first or second attempt.
Deposit troubleshooting
rayman accepts deposits via e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, and bank transfers (local payment, online payment, e-wallet, mobile banking). Most deposits credit within seconds to a few minutes. If your deposit does not appear in your rayman balance after subject to verification, follow these steps.
- Check your phone's payment app: Open local payment, online payment, e-wallet, or mobile banking and confirm the transaction went through. If the payment was declined, rayman never received the request and you should try again or use a different payment method.
- Verify the deposit amount: Some players enter an amount in rayman's deposit field and then accidentally enter a different amount in the payment app. Make sure both sides match.
- Wait subject to verification, then refresh: Occasionally the rayman app or browser cache displays a stale balance. Close the app fully, wait a minute, reopen, and check your account again.
- Contact rayman support: If the payment app shows "success" or "completed" but rayman's balance has not updated, provide our support team with your transaction ID (shown in local payment, online payment, e-wallet, or mobile banking history). Our backend team can manually verify and credit the deposit.
Live-dealer connection and gameplay issues
rayman streams live blackjack, roulette, baccarat, and Dragon Tiger tables from high-bandwidth studios. If your video stream freezes, drops, or fails to load, several factors may be involved: your phone's WiFi or mobile signal, the rayman app's cache, or temporary congestion on our streaming servers.
Quick fixes: Switch between WiFi and mobile data (4G) to see if one connection is more stable. Close other apps that consume bandwidth (YouTube, TikTok, large downloads). Exit the rayman app fully and restart it. If the issue persists, clear the app's cache: go to Settings → Apps → rayman, tap Storage, and select "Clear Cache" (this does not delete your account or funds).
If you are seated at a live table when your stream cuts out, rayman pauses your position. When you reconnect, you rejoin the same table and the same shoe or wheel spin—you do not lose your bets or placement. However, if the disconnection lasts more than a few minutes, the table may close your position to prevent idle players from jamming the studio capacity.
For persistent streaming issues, contact support with details: the date, time, table name, and which app version you use (iPhone / Android / web). Our tech team can check server logs and may suggest a firmware update or app reinstall.
Sportsbook and betting rule clarifications
rayman lists sportsbook markets across Liga 1, Piala Indonesia, Piala AFF, MotoGP, badminton, and other fixtures. Each market comes with odds and a local paymentef description of the bet type (match winner, over/under, handicap, etc.). If you are unsure whether your bet has settled correctly, our support team reviews the fixture outcome and confirms the result against the odds you placed.
Common scenarios: a Liga 1 match ends in a draw when you bet on a home-team win (your bet loses and the stake is forfeited). A Piala AFF game enters extra time or penalties (the bet is settled according to the final outcome, not the regular-time score). A MotoGP race is cancelled due to weather (your bet is cancelled and your stake is returned as a credit).
If you believe a bet was settled incorrectly, contact support immediately with your bet slip or ticket number. Our compliance team reviews the official fixture result and adjusts your account if an error occurred. Do not accept an incorrect settlement in silence—our team exists to resolve these discrepancies fairly.
Withdrawal requests and delays
rayman processes withdrawals back to the same payment method you used to deposit. If you funded your account with online payment, your withdrawal returns to e-wallet. If you used mobile banking, your withdrawal goes to your local payment account. Most withdrawals clear within one business day, though bank holidays (Idul Fitri, Idul Adha, Imlek, Nyepi) and weekend processing windows can extend timelines.
Before withdrawing, confirm: (1) your account is KYC-verified, (2) your withdrawal amount is within rayman's limits (minimum and maximum vary by payment method and region), and (3) you have no active bets or pending transactions. If any of these conditions are not met, rayman blocks the withdrawal and displays an on-screen message explaining why.
If your withdrawal sits in "pending" status for more than 48 hours (excluding weekends and holidays), contact rayman support. Provide your withdrawal request date and amount. Our team checks whether the payment processor received the instruction and either confirms processing or troubleshoots a potential hold-up. Occasionally a bank's fraud filter temporarily blocks the incoming transfer; our support team coordinates with the bank to release it.
Account security and password resets
If you forget your rayman password, visit the login page and tap "Forgot password?" Enter your registered email address, and rayman sends a password-reset link within subject to verification. Click the link, choose a new password, and log in. If you do not receive the reset email, check your spam or promotions folder.
If you suspect unauthorized access to your rayman account, contact support immediately. Provide your account email and any recent transactions that look unfamiliar. Our team can freeze your account, review login history, and help you regain control. We recommend updating your password frequently and using a unique password (not reused across other websites) to protect your account.
rayman uses standard encryption to protect your login session, payment details, and betting history. We do not share your personal data with third parties outside our payment processor and compliance framework.