Frequently Asked Questions
ban99 FAQ — Answers to All Your Questions
Find detailed answers to the most frequently asked questions from Bangladeshi players about bonus terms, the withdrawal process, VIP benefits, support, and responsible gambling.
After joining ban99, many players have questions — how much to deposit, what the bonus terms are, how long withdrawals take, or how to progress in the VIP program. On this page we have provided honest and detailed answers to all of those questions, so you can start playing with peace of mind. Click on each question in every section to view the answer. If you cannot find an answer to your question, contact our 24/7 live chat directly.
Responsible Gambling
If you feel you have a gambling problem, first contact ban99's 24/7 live chat — our support team is ready to help in Bengali. You can also find self-set limits and self-exclusion options on our responsible gaming page. Talking to a family member or a trusted friend about it can also be helpful.
ban99 is for players aged 21 and above only. Minors are strictly prohibited from opening an account. Proof of age may be requested during account verification. If a minor's account is identified, it will be closed immediately and all balances will be forfeited.
You can apply for a cooling-off period or permanent self-exclusion at any time. To do so, contact us via live chat or email us at [email protected]. During the cooling-off period, you will not be able to log in to your account and no bonus offers will apply. If you choose self-exclusion, a specific waiting period is required before it can be reversed.
Yes, ban99 offers the option to set deposit limits as part of responsible gambling. You can set daily, weekly, or monthly deposit limits. Once a limit is set, reducing it takes effect immediately, but increasing it requires a review period. Activate this feature through live chat.
Keep an eye out for these signs: chasing losses by placing bigger bets, gambling causing problems at home or at work, feeling restless when you are not betting, and spending more than your set budget. If you experience any of these, take a break and talk to our support team.
Contact & Support
ban99 has two support channels: live chat directly on the site and email at [email protected]. For urgent matters, live chat provides the fastest resolution. For less urgent issues or when a longer explanation is needed, you can send an email.
Yes, ban99's support team can assist in both Bengali and English. Players from Bangladesh are welcome to write or ask questions in Bengali without any hesitation. Language will not be a barrier.
Before contacting support, have your registered email address, account ID, and a detailed description of the issue at hand. For transaction-related problems, having the transaction ID or a photo of the payment slip will help resolve the issue faster. This allows the support team to verify your case quickly.
ban99's support is available seven days a week, twenty-four hours a day. Whether it is night, early morning, a holiday, or a festival — you can reach us via live chat or email at any time. Support operates on Bangladesh Standard Time (BST, UTC+6).
VIP & Cashback
Each week, a portion of your net losses is returned to your account as cashback. The cashback rate depends on your VIP tier — up to 0.4% for Bronze, up to 0.8% for Silver, and up to 1.2% for Gold. Cashback is usually credited at the start of the week.
Playing regularly and staying active on ban99 will gradually move you up to higher tiers. From Bronze to Silver and from Silver to Gold — promotion at each step is based on your wagering volume and consistency. Contact the support team to learn about the specific criteria.
VIP members receive higher weekly cashback rates, priority access to special promotional offers, and dedicated support at higher tiers. Gold members can receive the highest cashback rate (up to 1.2%) and may get the opportunity to participate in exclusive events.
ban99 has three VIP tiers: Bronze — up to 0.4% weekly cashback; Silver — up to 0.8% weekly cashback; Gold — up to 1.2% weekly cashback. New members start at the Bronze tier and can move up through regular play.
Cashback is generally credited automatically to eligible players' accounts. However, if you did not receive cashback for a particular week or have questions about the amount, ask via live chat. The support team can review your account details and provide more information.
Withdrawal Questions
Yes, the withdrawal process at ban99 runs seven days a week, twenty-four hours a day. Whether it is night or a holiday, once you submit a request, the money will generally reach your bKash, Nagad, Rocket, or Upay wallet within 5 to 30 minutes. Bank transfers may take slightly longer.
Withdrawals are usually completed within 5–30 minutes. If it has been pending longer than that, first confirm that your payment method details (wallet number) are correct. If the issue persists, contact live chat with your transaction ID and the support team will check the status promptly.
To withdraw winnings from a bonus, you must first meet the wagering requirement. For example, for a ৳1,000 bonus, you need to wager 20 times the bonus amount — that is ৳20,000 (wagering is calculated on the bonus amount only, not the combined total of deposit and bonus). Once the requirement is met, withdrawal can be made in the usual way.
Yes, for security purposes, the payment method used for withdrawal must be registered in your own name. Withdrawals to bKash, Nagad, Rocket, or Upay numbers registered in someone else's name are not permitted. For bank transfers, the account name must also match.
The minimum withdrawal amount at ban99 is ৳1,000. Requests below this amount will not be processed. The same minimum applies across all payment methods — bKash, Nagad, Rocket, Upay, and bank transfer.
Bonus Terms & Conditions
Not all games may count equally toward the wagering requirement. Slots generally count at 100%, while some table games or live casino games may count partially or at a different rate. Check the terms and conditions of your specific bonus for the detailed list. Ask via live chat to confirm.
No, the welcome bonus can only be claimed once per account — at the time of the first deposit. The 100% bonus is available up to ৳5,000. For example: deposit ৳1,000 and you will receive ৳1,000 as a bonus, giving you a total balance of ৳2,000. Attempting to claim the bonus by opening multiple accounts may result in all accounts being closed.
Yes, it is generally possible to cancel a bonus — however, any funds already wagered using the bonus will be forfeited. Contact live chat to cancel a bonus. After cancellation, only your original deposit balance will remain and it can be withdrawn.
Yes, bonuses generally must be used within a set period. If the wagering requirement is not met within the specified time, the bonus and any winnings from it may be forfeited. You can check the expiry date of your bonus and the remaining wagering amount by logging into your account or by asking via live chat.
Wagering is calculated on the bonus amount only, not on the combined total of the deposit and bonus. Example: you deposit ৳1,000 and receive ৳1,000 as a bonus. The wagering requirement is 20x, so you only need to wager the bonus ৳1,000 × 20 = ৳20,000 — not ৳40,000. This is part of ban99's player-friendly bonus policy.
Still have questions?
ban99's expert support team is by your side in Bengali — 24 hours a day, 7 days a week. Get immediate help via live chat or write to us by email.
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