Welcome to the citinow Help Centre. We understand that both new and existing users sometimes have questions about how this platform works — from the registration process to claiming bonuses, from deposit methods to withdrawal procedures. On this page, we have compiled over 40 of the most frequently asked questions by Malaysian users, complete with clear and easy-to-understand answers.
If you cannot find the answer you are looking for, feel free to reach out to our customer support team, available 24 hours a day, 7 days a week via Live Chat within your account.
Tip: Use the search box above to find questions faster. Type keywords such as "Deposit", "bonus", or "withdrawal" for instant results.
Registering a citinow account is quick and easy, taking less than 3 minutes. Click the
Register in the top right corner of the page, fill in your registered phone number, username, and preferred password. Once you have verified your phone number via the OTP code sent by SMS, your account is instantly active and ready to use. Registration is free with no hidden charges.
The minimum age to register and play on citinow is 21 years old. This is a mandatory requirement that we strictly enforce. During the KYC verification process, you will need to upload a valid identity document to confirm your age. Accounts found to be in breach of the age requirement will be terminated immediately.
No. Each user is only permitted to hold one active account at citinow. Owning multiple accounts violates the platform's Terms and Conditions and may result in all related accounts being suspended with balances forfeited. If you have forgotten your login details, use the "Forgot Password" function or contact our support team.
Log in to your account and go to "Profile Settings". You can update your phone number, email address, and bank details from there. Some changes such as your full name may require additional document verification for security purposes. Contact live support if you need assistance updating important information.
KYC (Know Your Customer) is an industry-standard identity verification process that ensures the security of all platform users. You will need to upload a clear photo of your MyKad or passport for this process. KYC verification is typically completed within 1–24 hours. KYC-verified accounts enjoy higher withdrawal limits and full access to all platform features.
citinow accepts a variety of popular deposit methods in Malaysia, including online bank transfers (FPX) from all major banks such as Maybank, CIMB, Public Bank, and RHB. We also accept digital wallets including Touch 'n Go eWallet, GrabPay, Boost, and ShopeePay. All transactions are processed securely and instantly.
The minimum deposit at citinow is just RM 10, making it accessible for players at all levels. The maximum deposit limit depends on the chosen payment method — bank transfers allow up to RM 50,000 per day, while digital wallets may have lower limits in accordance with each wallet provider's policy. VIP members are eligible for higher deposit limits.
Most deposits on citinow are processed instantly — your balance is credited within seconds of a successful payment. In rare cases such as a bank technical issue, processing may take up to 5–15 minutes. If your deposit has not been credited after 30 minutes, please contact our customer support with proof of payment for a prompt review.
citinow does not charge any processing fees for deposits. The full amount you deposit will be credited to your gaming account. However, your bank or digital wallet provider may apply a small transaction fee according to their own policies — this is outside citinow's control. We recommend checking the fee policy of your financial institution beforehand.
Log in to your account and select the "Wallet" menu, then click "Withdrawal". Enter the amount you wish to withdraw, choose your withdrawal method (bank transfer or digital wallet), and confirm your bank account details. Review the details and press the confirm button. Withdrawals will be processed within the timeframe set for your chosen method.
Bank transfer withdrawals are typically processed within 15 minutes to 2 hours on business days. Digital wallets such as TNG eWallet and GrabPay are generally faster — within 5–30 minutes. Withdrawals made outside office hours or on public holidays may be processed on the next business day. citinow VIP members enjoy priority processing for faster withdrawals.
Withdrawals may be rejected for several reasons: bonus wagering requirements have not been met, KYC verification is incomplete, the bank account details entered are incorrect, or the registered bank account name does not match your citinow account name. Please check all these conditions and contact our support team if you are still experiencing issues for further clarification.
The minimum withdrawal per transaction is RM 30. The maximum daily withdrawal for standard accounts is RM 30,000, while Platinum VIP members can withdraw up to RM 100,000 per day. Standard accounts are allowed up to 5 withdrawal requests per day, with no limit for the highest-tier VIP members.
New citinow members are eligible for a welcome bonus of up to 150% on their first deposit, with a maximum bonus value of up to RM 588. In addition, a no-deposit bonus of RM 30 is credited directly upon successful registration and account verification — no deposit required. This bonus is subject to minimum wagering requirements before any withdrawal can be made.
Wagering requirements mean you must wager the bonus amount received a specified number of times before the bonus funds can be withdrawn. For example, if you receive a RM 100 bonus with a 20x wagering requirement, you must place bets totalling RM 2,000 before a withdrawal is permitted. Each bonus has its own wagering requirement as stated in the terms of that offer.
Yes, citinow offers a variety of ongoing promotions for existing members, including weekly deposit reload bonuses of up to 30%, weekly cashback of up to 10% based on total losses, daily rebate bonuses for slot games, special birthday promotions, and exclusive offers for festive seasons such as Hari Raya, CNY, and Deepavali. Check the promotions section in your account for the latest offers.
Most citinow bonuses are claimed automatically when the specified conditions are met — for example, a deposit bonus is credited instantly upon a successful deposit. For certain special promotions, you may need to click "Claim Bonus" on the promotions page or contact customer support with the relevant promo code. Always read the full terms of each promotion before claiming.
citinow uses 256-bit SSL encryption for all data transmitted between your device and our servers — the same standard used by leading banking institutions. Your personal and financial data is stored on servers protected by multiple layers of physical and digital security. User funds are held in accounts separate from the company's operating funds to ensure complete security.
If you suspect suspicious activity on your account, immediately change your password via account settings and contact our support team via Live Chat to temporarily freeze your account while an investigation is conducted. We also recommend enabling two-factor authentication (2FA) if you have not already done so, and regularly reviewing your login history in your account.
Absolutely not. citinow will never ask for your password, PIN, or any sensitive account information via SMS, email, phone, or Live Chat. If you receive any communication claiming to be from citinow and requesting such information, it is a phishing attempt. Please report it directly to our security team and never share that information.
citinow offers an extensive game collection comprising: over 2,000 slot game titles from the world's leading providers, live casino with real dealers (Baccarat, Blackjack, Roulette, Dragon Tiger), sports betting covering football, badminton, tennis, and esports, fish shooting games with 3D graphics, and a variety of lobby games such as dice and card games. All games have been audited for fairness and true randomness.
Yes, some slot games on citinow offer a demo mode that lets you try the game without using real money. This is the best way to understand game mechanics, explore bonus features, and find your favourite games before betting with real money. Demo mode is available directly from the game lobby page without needing to log in.
All games on citinow use a Random Number Generator (RNG) system that has been verified and audited by independent international certification bodies. This ensures that every slot spin, card deal, or game outcome is truly random and cannot be manipulated by anyone, including citinow itself. RTP (Return to Player) information for every slot game is also available for players' reference.
Yes, citinow provides a mobile app for Android and iOS that can be downloaded directly from the
App page. The citinow app offers a smoother gaming experience, real-time promotion notifications, and an interface optimised for smartphone screens. The APK file size is small and installation takes less than 2 minutes.
Try the following steps in order: refresh the page or app, clear your browser cache and cookies, ensure your internet connection is stable, close other apps running in the background, and try a different browser or switch from WiFi to mobile data. If the issue persists, contact our support team stating the game name, time of the incident, and a screenshot if available.
For the best experience, citinow recommends Android 7.0 or above, or iOS 12 or above, with a minimum of 2GB RAM. A minimum 4G or WiFi connection with a speed of at least 5 Mbps is required, especially for HD video-streamed live casino games. For desktop users, the latest version of Chrome, Firefox, or Edge is most recommended.
The citinow customer support team is reachable via Live Chat within your account, operating 24 hours a day, 7 days a week all year round. We also accept enquiries by email at
[email protected]. Live Chat response time is typically under 2 minutes, while emails are answered within 24 hours. For urgent issues such as a locked account or a problematic transaction, Live Chat is the recommended contact method.
Responsible Gaming: citinow is committed to responsible gaming practices. If you or someone you know is experiencing gambling control issues, please visit our
Responsible Gaming page for information and support resources. You can also set daily deposit limits or daily wagering limits in your account settings.