S99 FAQ — All your questions answered here

KYC verification is required before large withdrawals. You will need to provide:

• A clear photo of your National ID (NID) or passport
• Selfie — holding your ID in hand
• A utility bill or bank statement for address verification (issued within the last 3 months)

Verification is typically completed within 24-48 hours of submitting your documents.

Yes, you can update your mobile number and email from Account Settings. However, identity verification (OTP and KYC) may be required to make these changes. For security reasons, updates can take 24–48 hours to take effect.

On the login page click the "Forgot Password?" link. Enter your registered mobile number or email and an OTP will be sent to you. Use the code to set a new password. The entire process takes 3 to 5 minutes.

Yes. You can close your account by contacting the support team. Make sure to withdraw your balance before doing so. For responsible gambling, you can also activate self-exclusion or a cooling-off period directly from Account Settings.

No. Under s99's rules, only one account is permitted per device or IP address. If multiple accounts are detected, all of them may be suspended and any bonuses forfeited.

The minimum deposit at s99 varies by payment method. Mobile banking options typically have a very low minimum. Check the cashier page or contact support for the latest details.

Mobile banking and e-wallet deposits are usually credited within a few minutes. Bank transfers may take anywhere from 30 minutes to a few hours. If more than 1 hour has passed, please contact support with your transaction ID.

s99 does not charge any deposit fees. However, your mobile banking provider or bank may apply their own transaction fees depending on their policies.

First, check your mobile banking or bank SMS to confirm whether the amount was deducted. If it was, note the transaction ID (TrxID/Ref No) and contact s99 Live Chat support. The support team will verify and resolve the issue promptly.

Yes. If you have used a bonus, you will need to meet the specified rollover (wager requirement) before withdrawing. No rollover conditions apply to deposits made without a bonus. Additionally, KYC verification is required for your first large withdrawal.

Common reasons for withdrawal cancellation:

• KYC Verification Incomplete
• Bonus rollover requirement not yet met
• Account Information Discrepancy
• Multiple Account Suspicion
• Payment account name does not match your s99 account name

Contact support for any issues.

Withdrawal limits depend on your VIP level and payment method. VIP members can generally withdraw larger amounts at once. Check the cashier page or contact support for the latest limits.

s99 generally does not charge any withdrawal fees. However, your payment provider may apply their own fees. Contact support for accurate details.

Rollover means you must wager the bonus amount a set number of times before you can withdraw. For example, a 5x rollover on a BDT 1,000 bonus means you need to place a total of BDT 5,000 in bets. Once the rollover requirement is met, the bonus becomes withdrawable.

You will receive a referral bonus when someone registers and makes a deposit using your referral code or link. For referral bonus terms and conditions, On the Promotions page Details are available. You can find your referral code in your account settings.

s99 offers a weekly cashback bonus. A set percentage of your total weekly losses (generally up to 5%) is credited to your wallet every Monday. The cashback rollover requirement is usually very low (x1).

Yes, you can deposit without accepting a bonus. Simply select the "No Bonus" option at the time of deposit. Opting out of a bonus means no rollover conditions apply, so you can withdraw at any time.

Different bonuses have different validity periods. The welcome bonus must generally be used within 30 days of registration. Cashback bonuses expire in 7 days. The expiry for all bonuses On the Promotions page Clearly stated.

Live Betting means placing bets in real time while a match is in progress. Odds shift as the game situation and probabilities change, making it more exciting than standard betting — though the fast-moving odds mean you need to stay focused and make quick decisions.

All casino and slots games at s99 use RNG (Random Number Generator) technology, meaning every outcome is completely random with no predetermined results. Independent third-party agencies audit this system regularly.

Yes. s99's mobile app and mobile browser both fully support Live Casino. For the best experience, use a 4G or Wi-Fi connection. The app is Here Available for download.

Once a bet is confirmed, it generally cannot be cancelled. However, in certain special cases — such as a match cancellation or change of venue — the bet may be voided automatically and your funds returned. For full details, see the On the Terms & Conditions page available.

2FA is not mandatory, but we strongly recommend enabling it. With 2FA active, no one can access your account even if they know your password. You can turn it on at any time from your Account Settings.

No, never. s99 will never ask for your password, OTP, or bank PIN via email, SMS, or Live Chat. If you receive any such message, it is a phishing attempt — do not share any information and report it to support immediately.

Follow these steps right away:

• If you can still log in — change your password and enable 2FA
• S99 Live Chat Support
• Support can view and close all active sessions
• Notify your mobile banking provider as well

A strong password should include: at least 8 characters, a mix of uppercase and lowercase letters, numbers, and special characters (such as @, #, !). Avoid using your date of birth, name, or simple sequences like "12345678". Change your password every 3 to 6 months.

Self-exclusion lets you voluntarily block your own account, either temporarily or long-term. From Account Settings, you can block your account for 6 months, 1 year, or permanently. Once activated, it cannot be lifted before the specified period ends. You can also request this through support.

The s99 support team can help you confidentially. You can also talk to a trusted family member or friend, or seek help from a mental health professional. Remember — asking for help is not a weakness; it takes courage. For more information, The Responsible Gaming page Read.

No. s99 is strictly for users aged 18 and above. Date of birth is verified at registration, and age is confirmed during the KYC process. Operating an account on behalf of a minor is strictly prohibited, and any such account will be permanently closed.