❓ FAQ
All your questions answered in one place at hg99
Clear answers about casino games, withdrawals, bonus terms, and your account are all below — in plain, simple English.
To keep your gaming experience at hg99 smooth at all times, we have compiled the most frequently asked questions on a single page. Whether you are new to the platform or a long-time player — from casino game rules to claiming bonuses, quick withdrawals, or recovering your account password — you will find clear and straightforward answers here. If your question is not on the list, please contact our support team.
Frequently Asked Questions
Casino & Table Games
Yes, hg99's live casino is fully mobile-friendly. You can log in from any Android or iOS smartphone browser and the live dealer tables load right away. No separate app download is needed — a good internet connection is all it takes to enjoy the full gameplay on your screen.
In a live dealer game, a real person deals cards or spins the roulette wheel from a studio — and that video is live-streamed to your screen. You place bets using on-screen buttons and the results appear in real time. It gives you the feel of a land-based casino, but the whole experience happens from home.
Teen Patti is a three-card South Asian poker-style game where the goal is to have the best card combination. Andar Bahar is even simpler — a joker card is revealed and you bet on whether the matching card will appear on the "Andar" (left) or "Bahar" (right) side. Both games are easy to understand and available on hg99 in both live and virtual formats.
hg99 table games come in a range of stakes — from low-bet tables all the way up to high-stakes ones. This means there are suitable options for both new and experienced players. The specific limits for each table are shown before you enter the game lobby, so you can pick the right table for your budget.
In roulette, a wheel is spun and a small ball is released onto it. You bet in advance on which number, which color (red or black), or whether the result will be odd or even. A correct prediction pays out at a set rate. European Roulette has one zero and American has two — which is why most players prefer the European version.
Withdrawals
Withdrawal processing at hg99 is generally completed within 5 to 30 minutes. After you submit a request, our team verifies it and sends the funds via mobile banking (bKash, Nagad, Rocket, Upay) or bank transfer. It is uncommon for it to take longer, even during peak hours.
Yes. hg99's payments team is active 7 days a week, 24 hours a day. Withdrawal requests are processed on Fridays and Saturdays and after midnight as well. The standard 5 to 30 minute timeframe applies at any time of day or night.
The minimum withdrawal amount at hg99 is ৳800. Requests below this amount will not be processed. This same limit applies across all methods — bKash, Nagad, Rocket, Upay, and bank transfer. Please confirm your balance before requesting a withdrawal.
No. For security reasons, hg99 only sends funds to a mobile banking or bank account registered in the same name as the hg99 account. Withdrawal requests to third-party numbers are not accepted by the system, and this is an important step in preventing fraud.
If more than 30 minutes have passed, first check the transaction history in your account. If the status shows "Pending", contact our 24/7 live chat or email us at [email protected]. Providing the transaction ID and amount will help us resolve the issue faster.
Bonus Terms
A 200% welcome bonus is added automatically on your first deposit of any amount — up to a maximum of ৳15,000. For example: depositing ৳1,000 adds ৳2,000 in bonus, giving you a total balance of ৳3,000. No separate code or form is needed to claim the bonus — it is applied as soon as you make your deposit.
Every bonus has a set expiry period that begins once the bonus is activated. If the wagering requirement is not met within that period, the remaining bonus is cancelled. The specific expiry date can be seen in the bonus section of the game lobby. It is wise to start wagering as soon as possible after receiving a bonus.
Wagering is calculated on the bonus amount only, not on the deposit amount. For example: if you receive a ৳2,000 bonus with a 15x wagering requirement, you must place a total of ৳30,000 in bets before the bonus can be withdrawn. Once this requirement is met, any winnings from the bonus become fully withdrawable.
Yes, you can cancel an active bonus if you wish — however, any winnings earned using the bonus will also be removed from your account along with the bonus itself. It is important to review your full balance details before cancelling a bonus. Contact live chat for more information.
Slot games generally count at 100% toward wagering. Live casino games and table games (blackjack, roulette, baccarat) may count partially or, in some cases, at zero percent. The exact list can be found in the terms and conditions of each bonus. It is best to read the terms before activating a bonus.
Member Account
Registration is simple and quick. Go to the hg99 site and sign up using your mobile number or email, a username, and a password. After filling in the basic details, complete the verification step. Only those aged 21 or above may register.
Click the "Forgot your password?" link on the login page. Enter your registered mobile number or email address and a verification code will be sent to you. After entering the code, you will be able to set a new password. The whole process takes just a few minutes. Contact the support team if you run into any issues.
A username must generally be between 6 and 20 characters and contain only English letters and numbers. A password should be at least 8 characters long, and mixing numbers and letters makes your account more secure. Avoid using the same password across multiple platforms.
There are a few common causes for login problems — a wrong password, Caps Lock being on, or outdated browser cache or cookies. Try refreshing your browser or use incognito mode. If you fail repeatedly, your account may be temporarily locked — contact live chat in that case for a quick resolution.
Some details — such as your contact number, email, or preferred payment method — can be updated from the account settings section. However, changing core identity information (full name, date of birth) may require identity verification documents. Please contact the support team for this.
Only those aged 21 or above may open an account and play games at hg99. The age verification step is part of registration and is mandatory. Participation by minors is strictly prohibited. To learn more about responsible gaming, visit our Responsible Gaming page.
Have more questions? We are here to help
If you could not find the answer to your question in the list above, no worries — hg99's support team is with you 7 days a week, 24 hours a day. Reach out in Bengali or English — whichever you are comfortable with.
Live Chat
24/7 instant support
24/7 instant support
Email
[email protected]
[email protected]