gaya Casino & Sportsbook FAQ

We at gaya require three pieces of identification to complete KYC verification. First, a valid photo ID such as a passport, national ID card, or driver's licence — the document must be current and show your full name, date of birth, and photo. Second, a selfie taken on your phone showing your face and the same ID document in the background, to confirm you are the ID holder. Third, a recent utility bill, bank statement, or government letter showing your name and current address — this document must be dated within the last three months.

All three are uploaded via our mobile app or web platform, and our compliance team reviews them within standard verification windows. If any document is unclear or does not match our requirements, we notify you by email with guidance on what to resubmit. Once approved, your account unlocks withdrawal rights immediately.

On the gaya login screen, click the "Forgot password?" link below the email field. Enter your registered email address, and we send a password-reset link to your inbox within a few minutes. Click that link, choose a new password (minimum 12 characters, including uppercase, lowercase, number, and symbol), and confirm. Your new password takes effect immediately.

If you do not receive the reset email, check your spam folder or wait a few minutes and request a new link. If your email address has changed, or if you cannot access your registered email, contact our support team at [email protected] with proof of account ownership (a screenshot of your account balance or a previous deposit confirmation) so we can verify your identity and help you regain access.

Yes. We at gaya accept deposits via online payment, e-wallet, mobile banking, and local payment virtual accounts, as well as real-time e-wallet services including online payment, e-wallet, mobile banking, local payment, online payment, and e-wallet. During checkout, select your preferred payment method, and our system generates a unique virtual-account number or directs you to the e-wallet app for instant transfer.

Virtual-account deposits typically confirm within a few minutes; e-wallet transfers settle even faster. Our withdrawal process also supports all eight methods, so you can fund via mobile banking and withdraw to your local payment account, or vice versa. If a particular payment method is temporarily unavailable, the gaya deposit screen will show which options are live.

Bonus offers on gaya vary depending on your account status and the promotion running at the time you join. A new-customer welcome offer may include a match bonus on your first deposit, subject to a playthrough requirement — meaning you must wager the bonus amount (plus your deposit) a set number of times across eligible games before you can withdraw it. Bonuses typically apply to football betting, live-dealer tables, and specific slot titles, but not to others.

We at gaya display the full terms for any active bonus in your account dashboard and in our promotional emails. If a bonus expires unused, it is forfeited. Always read the promotion details before accepting a bonus, and contact [email protected] if the terms are unclear.

We at gaya review withdrawal requests subject to verification windows that vary by account status and requested method. If your account is fully KYC-verified and you are withdrawing to the same payment method you used to deposit, review typically completes within standard business hours. If you are withdrawing to a different method, or if your account has not completed KYC, review may take longer as our compliance team conducts additional checks.

Once approved, the funds transfer to your bank or e-wallet provider (online payment, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, or another method) according to that provider's processing time — usually minutes for e-wallets and a few hours for bank transfers. We notify you by email when your withdrawal is approved and again when it lands in your account. If a withdrawal is delayed beyond the expected window, email [email protected] with your withdrawal request ID.

RTP stands for "return to player" and describes the average percentage of wagered money that a slot game returns to players over a very large number of spins — typically hundreds of thousands. For example, a slot with a returns an average of 96 cents per dollar wagered, and the operator retains 4 cents as margin. RTP is a long-term statistical measure, not a prediction of your personal outcome on a single session or day.

Games like Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways, and Aviator all publish their RTP and volatility (how much the payout varies between spins). Higher RTP games (94–non-specific info) tend to hit smaller wins more often; lower-RTP games (88–non-specific info) hit larger wins more rarely. We at gaya display RTP and volatility for every game in its information panel, so you can choose games that match your preference.

You have the right to request deletion of your personal data held by gaya, subject to legal retention requirements. To submit a deletion request, email [email protected] with the subject line "Data deletion request" and include your registered email address and account ID. Our privacy team will acknowledge your request within a few business days and guide you through any identity verification steps needed to confirm you own the account.

Note that we at gaya must retain some data — such as transaction history and KYC verification documents — for regulatory and financial compliance, even after you close your account. We will delete data beyond those legally required minimums. If you have questions about what data we retain and why, refer to our Privacy Policy or ask [email protected].

Our support team monitors [email protected] during business hours. When you email us, include your registered account email address, a clear description of your issue, and any relevant details (transaction ID, game name, payment method, etc.). Our team reads all messages and responds with guidance or next steps.

For urgent issues such as suspected unauthorized access, include the word "URGENT" in your subject line so our team prioritizes your message. If you are contacting us about a specific withdrawal or deposit, attach a screenshot of the transaction or its reference number. We at gaya cannot process requests from email addresses other than your registered account email, so always send from that address.