If you are unable to withdraw, please check the following possible reasons:
These restrictions are often tied to active bonuses and their associated requirements, which must be fulfilled before withdrawals can proceed.
1. Turnover Requirement Not Completed (For Bonuses)
If you have claimed a bonus, you must complete the turnover (wagering) requirement before you can withdraw.
These requirements are designed to ensure that bonus funds are used as intended before they can be withdrawn.
How to Check Your Turnover Requirement
Go to Promo Page → "My Bonuses" in your account.
Check how much you have wagered and how much is left to complete.
Once the requirement is met, your balance will be available for withdrawal.
Verify if there is an active bonus in your wallet and review its terms and conditions to understand the requirements.
Example:
You received a 100 MYR bonus (~$25.19 USD) with a 35× turnover requirement.
You must wager 3,500 MYR (~$881.65 USD) before withdrawing.
If you have wagered only 2,500 MYR (~$629.75 USD), you still need to wager 1,000 MYR (~$251.90 USD) before you can withdraw.
Free Spins and Their Role in Unlocking Funds
In some cases, funds may remain frozen even after completing the turnover requirement. This can happen if the bonus includes free spins that have not yet been used. For example, if your bonus includes free spins, you must use all of them before your funds are unlocked. Ensure that all free spins associated with the bonus are fully utilized to lift the restriction.
2. Account Verification/KYC Not Approved
Before making a withdrawal, you must complete Know Your Customer (KYC) verification to confirm your identity: How to Verify Your Account
Wait for approval (processing time varies).
Once approved, you can proceed with your withdrawal.
3. Withdrawal Account Mismatch
To prevent a failed withdrawal, ensure that:
✔ You use a bank account or e-wallet registered under the same name as your KYC details.
✔ The identity on your withdrawal method matches the one used for KYC verification.
If the names do not match, the withdrawal request may be rejected.