Citynowcasino | FAQ CityNow Casino – Malaysian Player FAQs

citynowcasino only permits individuals aged 18 Years and Above to register and play. The identity verification (KYC) process we conduct ensures this requirement is upheld. Any account suspected of belonging to an underage individual will be suspended immediately pending age verification.

No. Each individual is only permitted to hold one citynowcasino account. Owning multiple accounts violates our terms and may result in all related accounts being closed without a balance refund. If you are experiencing issues with an existing account, please contact our support team before attempting to re-register.

To complete your citynowcasino KYC verification, you will need to submit:

• A valid MyKad or passport copy (front and back)
• Proof of current address – utility bill, bank statement, or official letter dated within the last 3 months

KYC must be completed before your first withdrawal is processed.

Changing your email or phone number requires identity verification for security purposes. Log in to your account, go to Profile Settings, and submit a change request. The citynowcasino team will contact you to verify your identity before the change takes effect. This process is typically completed within a short timeframe.

Click the "Forgot password?" link on the Login. Enter your registered email and citynowcasino will send you a password reset link. Check both your inbox and spam folder. The link is valid for a limited time. If you do not receive the email, contact our live chat support for immediate assistance.

Yes! citynowcasino offers a mobile app for both Android and iOS. Download it directly from the page App us. The app delivers a gaming experience optimised for mobile screens, including biometric login support on compatible devices.

citynowcasino aims to complete KYC reviews promptly. Ensure the documents you upload are clear, unblurred, and fully legible. Unclear documents will require resubmission and will delay the process. We recommend completing your KYC early, before you make your first withdrawal.

Yes, you may request account closure at any time. Contact the citynowcasino support team via Live Chat or email. Before closing your account, ensure you have withdrawn any remaining balance. Alternatively, you may use the self-exclusion feature if your goal is to take a break from playing – this is often more suitable than full account closure.

The minimum deposit at citynowcasino is MYR 20 for most payment methods. These limits make citynowcasino suitable for all types of players – whether you're a casual player on a small budget or an experienced player wagering larger amounts.

Deposits via DuitNow, FPX, and e-wallets are typically credited to your citynowcasino account almost instantly. If your deposit does not appear after 15 minutes, contact citynowcasino live chat support with proof of transaction (screenshot or reference number) and our team will investigate promptly.

citynowcasino does not charge any additional fees for deposits. However, your payment service provider (bank or e-wallet) may apply their own charges depending on the transaction type. We recommend reviewing your payment provider's terms before making a deposit.

No. citynowcasino requires all deposits to be made using a payment method registered under the same account holder's name. Deposits from third-party accounts are not accepted and may result in the deposit being rejected or the account being suspended. This is part of our strict anti-money laundering policy.

Maximum deposit limits depend on your account level and the payment method used. VIP players enjoy higher deposit limits. For details on the specific limits for your payment method, contact citynowcasino support. You can also set your own personal deposit limits under Account Settings as a responsible gaming practice.

The minimum withdrawal amount at citynowcasino is MYR 50. This limit ensures withdrawals are processed efficiently. For larger withdrawal amounts, the maximum limit may vary depending on your account level and chosen withdrawal method.

A withdrawal may be rejected or delayed for several reasons:

• KYC not completed or documents invalid
• Bonus rollover requirement not yet met
• Bank account details do not match the citynowcasino account name
• System is under scheduled maintenance
• Additional security verification required

Contact live chat support with your withdrawal reference number for further information.

No. All citynowcasino withdrawals must be made to a bank account or e-wallet registered under the same name as the citynowcasino account holder. This is a security and legal compliance policy that cannot be waived under any circumstances.

citynowcasino does not charge processing fees for standard withdrawals. Your banking or e-wallet service provider may apply their own charges for receiving funds. Check your payment provider's terms of service for more details.

No. All citynowcasino bonuses are subject to rollover requirements that must be met before withdrawal is permitted. The rollover requirement means you must wager a specified amount before bonus funds can be converted to cash. The specific requirement for each bonus is clearly stated in the relevant promotion's terms.

A rollover requirement (also known as a wagering requirement) refers to the total amount you must wager before you can withdraw your bonus funds. For example, if you receive a MYR 100 bonus with a 20x rollover, you need to place bets totalling MYR 2,000 before withdrawing. Rollover requirements differ across promotions – always read the terms carefully before claiming any bonus.

Validity periods vary by bonus type at citynowcasino. Welcome bonuses are typically valid for a set period from the date they are credited, while free spins may have a shorter validity window. Exact time requirements are stated in each promotion's terms. Bonuses that expire before the rollover is completed cannot be used or re-credited.

Not all games contribute equally to the rollover. Excluded games or those with reduced contribution rates are specified in each promotion's terms. Generally, slot games contribute 100% to the rollover, while table games such as blackjack and baccarat may contribute at a lower percentage or be excluded entirely. Check the promotion terms for the full list.

Yes. If you prefer not to receive a bonus, you can indicate this preference when making a deposit or by contacting citynowcasino support before the bonus is credited. Some players prefer playing without bonuses to avoid rollover requirements and enjoy greater flexibility. This is a personal choice that citynowcasino fully respects.

Yes. All citynowcasino games use a certified Random Number Generator (RNG) to ensure fair and tamper-proof outcomes. Live Casino games feature real dealers streamed in real time. The RTP (Return to Player) for each slot game can be found in the respective game information.

Some slot games at citynowcasino are available in demo mode, playable without real money. This gives you the opportunity to familiarise yourself with the game mechanics before playing with real money. However, wins in demo mode cannot be converted to cash. Live Casino games require a deposit to play.

A progressive jackpot is a prize that keeps growing every time the game is played by any player on the network, until someone wins it. Once won, the jackpot resets to its base amount. citynowcasino offers several slot games with progressive jackpots that can reach very high values.

If you experience technical issues such as a game freezing, disconnection, or payout problems, take a screenshot as evidence and contact citynowcasino support via Live Chat immediately. Provide details such as the game name, time of the incident, and session number if available. Our technical team will investigate and resolve the issue promptly.

Do not click any links or download attachments from suspicious emails. citynowcasino will never ask for your password or banking details via email, SMS, or Live Chat. If you receive such a message, it is a phishing attempt. Report it to the citynowcasino support team by forwarding the email to us.

Log in to your citynowcasino account and go to Security Settings. Select "Enable Two-Factor Authentication" and follow the instructions to link your phone number. Once activated, you will receive an OTP code every time you log in from a new device. We strongly encourage all players to enable 2FA for added security.

If the citynowcasino system detects unusual activity – such as a login from a new location, repeated failed login attempts, or unusual transaction patterns – we will send an alert notification to your email and may temporarily freeze your account as a protective measure. You will need to verify your identity to restore full access. This is to safeguard your funds and information.

Log in to your citynowcasino account, go to Account Settings, and select "Responsible Gaming". Choose "Self-Exclusion" and specify the period you want – 1 month, 3 months, 6 months, or permanently. An activated self-exclusion is final for that period and cannot be reversed early. citynowcasino will also stop all promotional communications to your account as soon as the exclusion is activated.

citynowcasino encourages players showing signs of problem gambling to seek help immediately. Contact our support team to activate self-exclusion or other control tools. Do not be ashamed – acknowledging a problem and seeking help is a sign of courage. Read the full guide on the Responsible Gaming us for more information.

Yes. Even while your account is under self-exclusion and you are unable to play, you may still contact the citynowcasino support team to process a withdrawal of your account balance. Your winnings or valid deposits will not be lost. Contact our live chat support to initiate the withdrawal process during the exclusion period.