Terms and Conditions citinow — Platform User Guide

These Terms and Conditions ("Terms") constitute a formal agreement between you as the user ("Member") and citinow ("Platform", "us"). This document governs all aspects of your use of the citinow platform, including the website, mobile app, and all services offered.

By completing the registration process, making any deposit, or using any feature of the citinow platform, you expressly agree to comply with and be bound by these Terms in their entirety. This acceptance is final and binding.

To register for and use the citinow platform, you must meet all of the following eligibility requirements without exception:

• Age 18 years and above on the date of registration.
• Residing in a region or country where participation in online gambling activities is permitted.
• Have never been banned from any online gambling platform by any recognised authority or regulatory body.
• Acting in your own personal capacity and not as a representative of any third party.
• Are not currently enrolled in a voluntary self-exclusion programme from any gambling platform.

Citinow reserves the right to request proof of age and identity at any time. If a member is found to not meet these eligibility requirements, citinow reserves the right to immediately close the account and hold any remaining funds pending an internal investigation.

Each member is only permitted to hold one (1) citinow account only. Opening multiple accounts by the same individual is a serious violation of these Terms and may result in the closure of all associated accounts and seizure of remaining funds.

During registration, you are required to:

• Providing accurate, complete and up-to-date personal information including your full name, date of birth, phone number and a valid email address.
• Creating a strong, unique password that is not used on any other platform.
• Submitting identity verification documents (KYC) upon request, including a valid national ID or passport.
• Submitting proof of address when required for the account verification process.

The KYC verification process at citinow is conducted digitally and is typically completed within 24 business hours. While verification is in progress, you may still use the platform, but withdrawals may be held until verification is fully complete.

Citinow reserves the right to reject any registration application without providing a reason. This includes applications from regions determined by citinow management from time to time.

Citinow supports a wide range of local Malaysian payment methods, including DuitNow, FPX, Touch 'n Go eWallet, GrabPay, and direct bank transfers. All transactions are processed using 256-bit SSL encryption to ensure the security of your funds.

Deposit Policy:

• The minimum deposit limit is as stated on the citinow platform's deposit page.
• Deposits are typically credited to your citinow account within minutes of payment confirmation.
• Citinow does not charge any additional fees for deposits; however, your payment service provider may impose their own charges.
• Deposited funds must be used for gaming purposes and may not be used as a money transfer facility.

Withdrawal Policy:

• Withdrawals may only be made to an account or digital wallet registered under the same member's name.
• Withdrawal requests are processed within 1 to 24 hours depending on the selected payment method.
• Citinow VIP members enjoy express withdrawals processed in under one hour.
• Citinow reserves the right to request additional verification for withdrawal requests that exceed certain limits.
• Any withdrawal involving an active bonus must first meet the applicable wagering requirements.

Citinow offers its members a variety of bonuses and promotions from time to time. All bonuses are subject to specific wagering requirements for each offer. These requirements are clearly stated on each promotion page.

General Bonus Terms:

• Each bonus has a stated validity period. Bonuses not used within this period will expire automatically.
• Wagering requirements must be fully met before any bonus-related funds can be withdrawn.
• Only one deposit bonus may be active at a time unless otherwise stated by citinow.
• Citinow reserves the right to void any bonus obtained through illegitimate means or in violation of the spirit of the promotion.
• Bonuses awarded are at citinow's sole discretion and cannot be directly converted to cash.

If citinow determines that a member has attempted to abuse the bonus system — including but not limited to arbitrage betting, using multiple accounts to claim bonuses, or coordinating with other members — citinow reserves the right to void all relevant bonuses and close the accounts involved.

All games offered on the citinow platform operate using Random Number Generator (RNG) technology that has undergone independent certification to ensure the fairness and integrity of every game outcome.

• Game results are final and cannot be disputed unless there is clear evidence of a system technical failure.
• Should a technical disruption occur during an active game session, any affected bets will be returned to the member's account balance.
• The use of any automation software, bots, or third-party tools for gameplay is strictly prohibited and may result in account closure without warning.
• Members are solely responsible for maintaining a stable internet connection during gameplay. citinow is not liable for any losses resulting from connectivity issues on the member's end.
• The minimum and maximum betting limits for each game are as stated within the respective game interface.

For Live Casino games, additional rules may apply depending on the relevant game provider. Please read the specific rules displayed within each game before you begin playing.

Citinow members are expected to conduct themselves with courtesy, honesty and responsibility at all times while using the platform. The following behaviour is strictly prohibited and may result in immediate enforcement action:

• Using offensive, threatening or abusive language towards fellow members or citinow staff.
• Uploading or sharing any content that is unlawful, obscene or harmful.
• Engaging in any fraudulent activity or manipulation of the citinow system.
• Colluding with other members to gain an unfair advantage in any game.
• Disclosing another member's personal information without their consent.
• Using the citinow platform for illegal purposes or in violation of any applicable Malaysian laws.

Citinow reserves the right to take immediate action, including account suspension or closure, seizure of account funds, and reporting to the relevant authorities, should any of the above behaviours be detected or reported.

Citinow takes the protection of members' personal data very seriously. All personal information collected during registration and platform use is processed and stored in accordance with the highest security standards.

Your personal information is used solely for:

• Identity verification and KYC process.
• Processing of financial transactions.
• Account and promotional communications (with your consent).
• Compliance with applicable legal and regulatory requirements.
• Improving the user experience on the citinow platform.

Citinow will not sell, rent, or share your personal information with third parties for marketing purposes without your explicit consent. For full details on how we handle your data, please refer to citinow Privacy Policy.

Citinow provides its platform and services on an "as-is" basis. While we continuously strive to keep the platform running without interruption, we cannot guarantee that the service will always be free from technical errors or outages.

Citinow shall not be held liable for:

• Any financial losses incurred as a result of betting or gaming decisions.
• Losses caused by internet service disruptions or technical issues beyond citinow's control.
• Any act or omission by third-party service providers integrated with the citinow platform.
• Indirect, incidental, special or consequential losses arising from use of the platform.

Citinow reserves the right to suspend, restrict, or close any member account at any time with or without prior notice if:

• The member violates any provision of these Terms and Conditions.
• Information provided during registration or KYC is found to be false or misleading.
• Suspicious financial activity or irregular gameplay behaviour is detected.
• Closure is required for legal compliance reasons or by order of the relevant authorities.
• The member voluntarily requests account closure for self-exclusion purposes.

If an account is closed at the member's request or for reasons not involving a breach of the Terms, any valid remaining balance will be returned to the member after the required verification process is complete. This process may take up to 14 business days.

If an account is closed due to a breach of the Terms, citinow reserves the right to withhold the relevant balance while an investigation is conducted.

Citinow reserves the right to update, amend, or replace any part of these Terms and Conditions at any time at our sole discretion. Any material changes will be communicated to members via:

• Email notifications to the registered address.
• In-platform notifications on citinow.
• Updates to this Terms and Conditions page with a revised amendment date.

Continued use of the citinow platform after any amendments take effect constitutes acceptance of the revised terms. If you disagree with any amendment, you have the right to close your account before it comes into force.

These Terms and Conditions are interpreted and governed in accordance with the applicable laws of the jurisdiction in which citinow is registered and operates. Any dispute arising in connection with these Terms or the use of the citinow platform shall first be resolved through good-faith negotiation between both parties.

The citinow dispute resolution procedure is as follows:

• Step 1: The member submits a complaint through citinow's customer support system with complete dispute details.
• Step 2: The citinow team will review complaints within 5 business days and provide an initial response.
• Step 3: If a resolution cannot be reached within 14 days, the matter may be referred to a recognised independent dispute resolution body.

Citinow is committed to resolving every complaint in a fair, transparent, and timely manner. Member satisfaction and trust are our top priority in every decision we make.