Welcome to the city99 Help Centre
We understand that questions can arise when using an online gaming platform, especially for new members still getting familiar with the city99 system. This FAQ page was created to help you find answers quickly without having to wait for a response from our support team.
City99 is a trusted online gaming and sports betting platform in Malaysia, offering over 1,000 game options spanning video slots, Live Casino, poker, baccarat, sports betting, and much more. All our games use certified random number generators (RNG) to ensure complete fairness for every member.
This FAQ section is organized by main category so you can jump straight to the most relevant topic. If you still cannot find the answer you are looking for after reading this FAQ, our live support team is available to assist you 24 hours a day, 7 days a week via live chat within the platform.
Tips: Use your browser's search function (Ctrl+F or Cmd+F) to find specific keywords on this page more quickly.
Registration & Account Management
Questions about registering a new account, identity verification, updating personal information, and city99 account security settings.
Registering a city99 account takes less than 2 minutes. Click the Register at the top of the page, enter an active Malaysia phone number, create a strong password (minimum 8 characters combining letters and numbers), and verify your phone number via the OTP code sent automatically. Once your account is active, you can make your first deposit and start playing right away.
You must be 18 years and above to register and use the city99 platform. This is a strict company policy and we fully adhere to responsible gaming principles. Any account found to have been registered by an underage individual will be terminated immediately and any remaining balance will be returned upon completion of the investigation.
No. Each individual is only permitted to hold one account only at city99. Creating multiple accounts using different phone numbers, names, or bank details is a violation of our terms of service. Duplicate accounts detected will be suspended and any bonuses or wins obtained through those accounts will be forfeited.
To update your phone number or bank account details, contact the city99 support team via live chat and provide the required identity verification information. This process is typically completed within 24 business hours. Please ensure the new bank account holder's name matches the name registered with city99 to avoid delays.
Click the link "Forgot Password" on the login page. Enter your registered phone number and the system will send an OTP code for verification. Once the OTP is confirmed, you can set a new password immediately. The entire process takes no more than 3 minutes. If you no longer have access to your original phone number, contact our live chat support for further assistance.
Deposit & Payment Methods
Everything you need to know about making deposits into your city99 account, accepted payment methods, limits, and processing times.
city99 accepts a variety of popular deposit methods in Malaysia, including:
- DuitNow — real-time bank-to-bank transfers
- FPX (Financial Process Exchange) — direct transfer from internet banking
- Touch 'n Go eWallet — widely used digital wallet
- GrabPay — GrabPay digital wallet
- Boost — Malaysia's local digital wallet
- Manual bank transfer — Maybank, CIMB, Public Bank, RHB and more
All these methods are processed securely using SSL 256-bit encryption.
The minimum deposit amount at city99 is RM 10 only — among the lowest on any online gaming platform in Malaysia. This minimum makes it easy for new members to try the platform without a large upfront financial commitment. There is no maximum deposit limit, though deposits exceeding RM 50,000 may require additional verification.
Deposit via DuitNow, Touch 'n Go eWallet, GrabPay, and Boost credited to your city99 account automatically within 1 to 3 minutes. Deposits via FPX and manual bank transfers are typically processed within 5 to 15 minutes depending on bank operating hours. If your deposit has not arrived after 30 minutes, please contact our live chat support with proof of transfer for immediate investigation.
City99 does not charge any processing fees for deposits. The full amount you transfer is credited directly to your gaming account. However, some banks or digital wallet providers may impose a small fee on their end — this is outside city99's control and varies by financial institution.
Cash Withdrawal
A complete guide to withdrawing your wins, requirements to meet, and processing times at city99.
More 95% of withdrawal requests processed within 3 to 10 minutes to your bank account or digital wallet. This applies to withdrawals via DuitNow, TnG, and major Malaysian banks. In certain situations such as security verification or large withdrawals, processing may take up to 30 minutes. Withdrawals never take more than 24 hours under normal circumstances.
There are several basic requirements for withdrawals:
- The registered bank account must be under the same name with your city99 registered name
- If you have claimed a bonus, the terms rollover (re-wagering) the relevant bonus must be completed first
- Phone number verification (OTP) is required for every withdrawal request
- The minimum withdrawal amount is RM 30
Keep your bank account details up to date to avoid any issues.
Withdrawals may be rejected for several common reasons:
- The bank account holder name does not match the city99 account name
- Bonus rollover requirement not yet fully completed
- The bank account details submitted are incomplete or inaccurate
- Suspicious activity has been detected on the account and requires a security investigation
If your withdrawal is rejected, you will receive a notification with the reason. Contact live chat support for an immediate resolution.
The daily withdrawal limit varies according to your membership tier (VIP tier) at city99. Regular members may withdraw up to
RM 20,000 per day, while VIP Gold members and above enjoy higher limits. VIP Platinum members have no daily withdrawal limit. To increase your withdrawal limit, focus on accumulating reward points to level up your VIP tier. Check the
VIP Programme for more information.
Bonus & Promotions
A full explanation of the bonus types offered by city99, how to claim them, and their usage terms.
New city99 members are eligible to receive
first deposit welcome bonus highly rewarding. The bonus value and match percentage depend on the currently active promotion — check the
Promotions for the latest details. This bonus is automatically credited to your account once your first deposit is successfully processed, with no additional promo code required.
The rollover requirement means you must re-wager the total bonus amount (or deposit plus bonus) a set number of times before any winnings from that bonus can be withdrawn. For example, if you receive a RM 100 bonus with a 10x rollover requirement, you must place a total of RM 1,000 in wagers before winnings can be withdrawn. Rollover requirements vary by bonus type — read the terms of each promotion carefully before claiming.
Yes. You have the option to do not claim any bonus when making a deposit. In this case, your deposit balance is free from any rollover requirements and can be withdrawn at any time. If you have already claimed a bonus but wish to cancel it, contact our live chat support — bonus cancellation is possible as long as the rollover requirement has not been completed, but the bonus balance will be deducted from your account.
city99's weekly cashback is calculated based on your total net losses for the week and credited
automatically to your account every Monday. No manual claiming required. The cashback percentage varies by your VIP tier — the higher your VIP level, the greater the cashback percentage you receive. Check the
Promotions for the latest cashback schedule.
Account Security & Privacy
City99 prioritizes the data security and privacy of every member. Below are the most frequently asked questions regarding the security of our platform.
city99 uses
SSL 256-bit encryption — the same standard used by the world's leading banks — to protect all data transmitted between your device and our servers. Personal information such as phone numbers, banking details and transaction history is stored in a secured database and is never shared with third parties without your consent. For more information, please read
Privacy Policy us.
Two-factor authentication (2FA) is an additional security layer that requires you to enter OTP code sent to your registered phone number each time you log in from a new device. This ensures that even if someone knows your password, they still cannot access your account without your phone. To enable 2FA, go to your account settings after logging in and select "Two-Factor Authentication". We strongly recommend all members activate this feature.
Don't wait — take immediate action:
- Reset your account password immediately using the password reset feature
- Review your login history and account activity in the dashboard
- Contact city99 live chat support immediately to report the incident
- Our security team will review access logs and freeze any suspicious activity
city99 will never ask for your password via email, WhatsApp, or any messaging platform. If you receive such a message, it is a phishing attempt.
Security Reminder: Never share your password or OTP code with anyone, including individuals claiming to be city99 staff. Our team will never ask for such sensitive information.
Games & Technical Support
Questions about game types, game fairness, device requirements, and how to get technical support at city99.
city99 offers more than
1,000 game options from leading global software providers, including:
- Slot Games — video slots, classic slots, progressive jackpot slots
- Live Casino — baccarat, blackjack, roulette, sic bo with real live dealers
- Poker & Table Games — multiple poker variants and other table games
- Sports Betting — football, basketball, tennis, esports and 30+ sports
- Game Lobby — a curated collection of exclusive games handpicked for city99 members
All games can be played directly in your web browser with no software download required.
All games at city99 use Random Number Generator (RNG) certified by independent international testing bodies. RNG ensures every slot spin, card deal, or dice roll is truly random and cannot be manipulated by any party, including the platform itself. Each game result is independent and unaffected by previous outcomes. Our RNG certification is renewed regularly to ensure ongoing compliance with the latest industry standards.
city99 is fully optimized for a wide range of devices:
- Smartphone — Android 7.0 and above or iOS 12 and above
- Tablet — all Android tablets and iPad supported
- Laptop / Desktop — Windows, macOS and Linux via any modern browser
The recommended browser is
Chrome, Safari, or Firefox latest version. A minimum 4G connection or stable WiFi is recommended for a smooth Live Casino experience. No app download is required — all games run directly in your browser.
If your game suddenly disconnects, don't worry —
all your bets and account balance safe and recorded by our servers. Follow these steps:
- Reload the page or close and reopen the game
- Check your internet connection
- Clear your browser cache and try again
- If the issue persists, log out and log back into your account
If a technical issue disrupts an ongoing wager, our support team will review the game logs and ensure you receive a fair resolution within 24 hours.
The city99 support team operates
24 hours a day, 7 days a week around the clock. You can reach us via:
- Live Chat — fastest method, response within 1 to 3 minutes, available directly within the platform
- Email — [email protected] for enquiries that require documentation or supporting attachments
For account or transaction issues, please provide your account number, transaction date and time, and relevant screenshots to help speed up the resolution process.
24/7 Support: The city99 customer support team is ready to assist you at any time via live chat within the platform. Our average response time is under 3 minutes.