shroud Account & Payment FAQ

If a deposit via DANA, e-wallet, mobile banking, local payment, online payment, or e-wallet fails, the e-wallet operator returns your funds to your e-wallet within one business day. Check your e-wallet transaction history to confirm the refund. If a bank transfer to a mobile banking, local payment, online payment, or e-wallet virtual account fails, your bank returns the funds within five to seven business days. Do not initiate duplicate transactions; wait for the refund to complete. If a withdrawal request fails, your funds remain in your shroud account and are available for resubmission. Log in to shroud, navigate to "Transaction History", and check the withdrawal status. If the status shows "Failed" or "Declined", contact our support team with your withdrawal reference number. We will investigate and advise whether the issue is with your bank, your account, or our payment processor. Provide screenshots of the error message if available.

shroud does not charge deposit or withdrawal fees on any payment method. However, your bank or e-wallet operator may charge a fee for the transfer. For example, if you transfer funds to a mobile banking virtual account, local payment may deduct a transfer fee; that cost is deducted from your transfer amount, not added by shroud. E-wallet operators (online payment, e-wallet, mobile banking, local payment, online payment, e-wallet) typically do not charge fees for transfers to merchant accounts, but confirm with your e-wallet operator if you are unsure. If you are charged a fee by your bank or e-wallet, contact that operator directly; shroud does not reimburse third-party fees. Always verify the final amount you will receive before confirming a withdrawal. If you believe shroud has charged an unauthorized fee, contact our support team immediately with your transaction receipt.

Yes, shroud offers demo mode for selected slot games and live-dealer tables. Demo mode allows you to play with virtual credits (not real money) so you can learn game rules and features without risk. To access demo mode, log in to your shroud account, navigate to the game library, and select a game marked "Demo Available". Virtual credits are replenished daily and cannot be withdrawn. Demo mode is identical to real-money mode in terms of game mechanics, odds, and payout tables; the only difference is that winnings are not credited to your account. Demo mode is useful for learning how Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways, and live-dealer games (blackjack, roulette, baccarat, Dragon Tiger) work before you deposit real funds. Note that some games do not offer demo mode; check the game details page to confirm availability.

shroud rewards active users through a loyalty tier programme. As you place bets on football (Liga 1, Piala Indonesia, Champions League), live-dealer tables, slots, and esports markets (Mobile Legends, Free Fire, PUBG Mobile), you earn loyalty points. Points accumulate based on your total wagered amount, not your winnings. Higher tiers unlock benefits such as faster withdrawal processing, higher withdrawal limits, and exclusive promotional offers. Your tier status is displayed in your account dashboard. Tier progression is automatic; you do not need to apply or claim rewards. Points do not expire as long as your account remains active. If your account is inactive for twelve months, your points may be reset; log in periodically to maintain your tier. Loyalty points cannot be withdrawn as cash, but they can be converted to bonus credits in some cases. Check the loyalty programme page in your account for current tier benefits and point balance.

shroud provides several account-control tools to help you manage your account securely. You can change your password, update your email address, and modify your mobile number from the account settings page. Two-factor authentication (2FA) is available via SMS or authenticator app; we recommend enabling 2FA to protect your account from unauthorized access. You can view your login history, including device type, IP address, and login time, to detect suspicious activity. If you see an unrecognized login, change your password immediately and contact our support team. You can also set withdrawal limits (daily, weekly, or monthly) to control spending. Account limits are optional but recommended. If you forget your password, use the "Forgot Password" link on the login page to reset it via email. If you cannot access your registered email, contact our support team with proof of identity (ID photo and selfie) to regain access. Never share your password or 2FA codes with anyone, including shroud staff.

To contact shroud support by email, use the email address listed in the footer of this website or in your account settings. When you email us, include your account username or registered email address, a clear description of your issue, and any relevant screenshots or transaction references. Our support team responds to email inquiries within two business days. For urgent matters—such as unauthorized account access, funds frozen, or KYC rejection—use in-app live chat to request immediate escalation to a senior agent. Live chat typically responds within five to ten minutes during business hours. Do not send sensitive information (passwords, full ID numbers, or credit card details) via email; our team never requests this information. If you receive an email claiming to be from shroud asking for sensitive data, do not reply; forward it to our support team as a potential phishing attempt. Our official email domain is shroud.bet; verify the sender's email address before responding to any message claiming to be from shroud.