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Select a relevant topic to find answers faster, or scroll down to view all frequently asked questions.

Account & Registration
How to register, verify your account, update personal information, recover your password, and manage your citinow account security settings.
Deposits & Withdrawals
Supported payment methods, transaction limits, processing times, KYC verification, and how to resolve issues related to your digital wallet.
Games & Betting
Types of games available, how to play, basic rules, betting limits, and information on game providers partnered with citinow.
Promotions & Bonuses
Bonus eligibility conditions, how to claim promotions, wagering requirements, offer expiry dates, and the citinow VIP Programme.
Security & Privacy
How citinow protects your account and data — SSL encryption, two-factor authentication, privacy policy, and how to report suspicious activity.
Technical & App
System requirements, how to download the citinow app, troubleshooting connection issues, updating the app, and other common technical issues.
Category
Account & Registration Deposits & Withdrawals Games & Betting Promotions & Bonuses Security & Privacy Technical & App VIP Programme Responsible Gaming
Need Help?

The citinow support team is available 24/7 to assist you via live chat.

Welcome to the citinow FAQ page — your complete reference for all questions related to our online entertainment platform. We understand that as a member, you may sometimes need further clarification, whether it's about registering a new account, choosing the right payment method, or understanding the terms of available promotions.

Here you will find answers organized by category for easy navigation. Each answer is written in plain, easy-to-understand English, based on real questions frequently asked by citinow members across Malaysia. If you cannot find the answer you are looking for, our 24/7 support team is ready to assist via live chat in the app.

Account & Registration

All Registration Login Password

Registering a citinow account is free and takes less than 3 minutes. Click the "Register" button at the top of the website, fill in the form with your full name, active email address, Malaysia phone number, and a strong password. Then verify your phone number via the OTP code sent to you. Once verified, your account is active and ready to use. You must be 18 years of age or older to register.

No. Each individual is only permitted to hold one citinow account. Owning multiple accounts violates citinow's Terms and Conditions and may result in all associated accounts being suspended and their balances forfeited. If you are having trouble with an existing account, please contact our support team for assistance — do not create a new account.

Log in to your account, go to Account Settings, and select "Security". Click "Change Password", enter your current password followed by your desired new password. Your new password must be at least 8 characters long and contain a combination of uppercase letters, lowercase letters, numbers, and symbols. If you have forgotten your current password, use the "Forgot Password" function on the login page to recover access via email or SMS.

KYC (Know Your Customer) is an identity verification process required before you can make your first withdrawal or when certain transaction thresholds are reached. You will need to upload clear front and back images of your identity card (MyKad), along with a selfie holding the same identity card. Verification typically takes 1–24 hours on business days. KYC protects you and ensures the citinow platform remains free from financial abuse.

To update your phone number or email address, log in to your account and go to Profile Settings. Select the field you wish to update and follow the two-step verification process to confirm the change. For security reasons, certain critical information changes may require additional verification from our support team. Contact citinow support if you encounter any difficulties during the update process.

Deposits & Withdrawals

citinow supports a wide range of payment methods popular in Malaysia, including DuitNow (instant transfer), major Malaysian online banking platforms (Maybank2u, CIMB Clicks, Public Bank, RHB), Touch 'n Go eWallet, GrabPay, Boost, and Visa/Mastercard debit and credit cards. All transactions are processed through fully secure and encrypted payment channels.

Most deposits via DuitNow and e-wallets are processed instantly and your balance will be credited within 2 minutes. Deposits via bank transfer may take 5–15 minutes depending on your bank. If your deposit has not been credited after 30 minutes, please contact the citinow support team and include proof of payment (a screenshot of your transaction receipt) for prompt verification.

Withdrawal requests are typically processed within 1–6 hours for accounts that have completed full KYC verification. Your first withdrawal may take slightly longer due to additional security checks. Withdrawals submitted at night or on weekends may be processed on the next business day. Minimum and maximum withdrawal limits vary depending on your chosen payment method and VIP level.

A withdrawal may be rejected for several reasons: KYC is incomplete, bonus wagering requirements have not been met, bank account details do not match the name on the citinow account, or there is suspicious activity requiring a security review. You will receive a notification explaining the reason for the rejection. Contact our support team for further clarification and guidance on next steps.

Games & Betting

citinow offers over 1,000 games from internationally licensed providers, including: video slots (from Pragmatic Play, Spadegaming, Habanero, and more), Live Casino (Baccarat, Roulette, Blackjack, Sic Bo with live dealers), interactive Fish Shooting Games, Sports Betting (football, basketball, tennis, esports, and 30+ other sports), classic table games, and online lottery. All games can be played directly from your browser or via the citinow app.

Yes, all games at citinow use a Random Number Generator (RNG) system that has been certified by recognised independent auditing bodies. This ensures that every spin, card hand, or dice roll is genuinely random and cannot be manipulated by any party, including citinow itself. RNG audit reports are available for review by members who request them through customer support.

Yes, most video slots and table games at citinow have a demo mode that can be played for free without making a deposit. Demo mode lets you familiarise yourself with game mechanics, pay tables, and special features before playing with real money. However, Live Casino games and Sports Betting require a real account balance to play.

Promotions & Bonuses

New citinow members are eligible for an attractive welcome bonus package upon making their first deposit. The package includes a high-percentage deposit match along with free game credits on selected slots. Welcome bonus offers are updated from time to time — check the Promotions page in your account after registering to see the latest offers best suited for you.

Every citinow bonus carries its own wagering requirement, which is clearly stated in the relevant promotion's terms. For example, a bonus with a 10x requirement means you must wager 10 times the bonus amount received before a withdrawal can be made. Please read the terms of each promotion carefully before claiming it. Your bonus balance and wagering progress can be monitored from your account dashboard.

Log in to your citinow account and go to the "Promotions" section. Check the list of active offers you are eligible for. For some promotions, simply click the "Claim Now" button and the bonus will be credited automatically. Other promotions may require you to contact customer support via live chat and quote the relevant promo code. Make sure to claim your bonus before the specified expiry date.

Security & Privacy

citinow uses 256-bit SSL encryption — the same standard used by leading banking institutions — to protect all data transmitted between your device and our servers. Personal data is stored on servers protected by multi-layered firewalls and accessed only by authorised personnel. Payment card information is not stored on citinow's servers and is processed through PCI-DSS certified payment gateways.

If you suspect your citinow account has been accessed without authorization, take immediate action: (1) Change your password right away using the "Forgot Password" function if you can still log in. (2) Enable two-factor authentication (2FA) if you have not already done so. (3) Contact the citinow security team via live chat and request a temporary account freeze while the investigation is carried out. (4) Review your login history and transaction records in your dashboard to identify any suspicious activity.

citinow does not sell or share your personal information with third parties for marketing purposes. Your data is only shared with payment service providers and technology partners who assist us in operating the platform, and only to the extent necessary to provide services to you. In certain cases required by law, we may need to disclose information to the relevant authorities. Read our Privacy Policy for full details.

Technical & App

The citinow app is available for Android and iOS devices. For Android, download the APK file directly from the Platform citinow and follow the installation instructions. For iOS, search "citinow" on the App Store or scan the QR code found on our Platform page. Make sure your device is running Android 6.0 or above, or iOS 12.0 or above, for the best experience. The app is free and requires no additional charges.

Lag or disconnection issues are usually caused by an unstable internet connection. Try the following steps: (1) Check the strength of your WiFi or mobile data signal. (2) Close unnecessary background apps to free up device memory. (3) Clear the browser or citinow app cache. (4) Try switching from WiFi to mobile data or vice versa. (5) Make sure your citinow app is updated to the latest version. If the issue persists, contact our technical support team.

Yes, citinow is fully playable through a web browser on your laptop or PC without installing any additional software. The citinow website is optimised for all modern browsers including Google Chrome, Mozilla Firefox, Microsoft Edge, and Safari. For the best desktop experience, we recommend using the latest version of Chrome or Edge with a high-speed internet connection.

VIP Programme

The citinow VIP Programme is invitation- and achievement-based. Every time you play, you earn loyalty points that automatically advance your VIP level. There are several VIP tiers — from Silver all the way to Diamond — each offering increasingly exclusive benefits such as higher withdrawal limits, special deposit bonuses, personal account management, and invitations to exclusive events. Learn more on the VIP us.

citinow VIP members enjoy a range of exclusive privileges not available to regular members, including: higher cashback rates, higher daily withdrawal limits, priority withdrawal processing, a dedicated personal account manager reachable directly, special birthday and anniversary bonuses, early access to new games, and invitations to exclusive tournaments and prize draws. The higher your VIP tier, the more benefits you receive.

Responsible Gaming

citinow is committed to safe and responsible gaming. Our platform provides a range of self-control tools: daily, weekly, and monthly deposit limits you can set yourself, loss limits, session time limits, temporary or permanent self-exclusion, and self-assessment tools to help identify problematic gaming habits. We also provide links to professional support resources for anyone who needs assistance. Learn more on the Responsible Gaming.

Log in to your account and go to Settings > Responsible Gaming. There you can set deposit limits for daily, weekly, or monthly periods, a maximum session time limit, loss limits, and activate a self-exclusion break if you feel you need to step away from the platform temporarily. Limits set will take effect immediately. To reduce an existing limit, a waiting period applies to ensure the decision is made consciously.
Can't Find the Answer You're Looking For?

The friendly and experienced citinow support team is available 24 hours a day, 7 days a week via live chat in our app or on our website. Our average response time is under 5 minutes.

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