Please read this document carefully before using the citinow platform. By registering or using any of our services, you agree to be bound by all terms and conditions stated herein.
A quick summary of the most important points in the citinow Terms and Conditions
The citinow platform is only open to individuals aged 18 and above. Registration by underage individuals is strictly prohibited and any such account will be terminated immediately.
Each user is only permitted to hold one active account. Ownership of multiple accounts by the same individual may result in all associated accounts being suspended or terminated.
All bonuses and promotions at citinow are subject to clearly stated wagering requirements. There are no hidden conditions — all information is displayed before you accept any bonus.
Any attempt to exploit system bugs, use automated software (bots), or engage in coordinated fraud will result in account suspension and balance forfeiture.
All withdrawal requests above a certain threshold require completed identity verification (KYC). This process is designed to protect your account and ensure the security of every transaction.
Any disputes arising from the use of the citinow platform will first be resolved through citinow's internal dispute resolution procedure before being referred to any third party.
By accessing, registering, or using any part of the citinow platform — whether through the website, mobile app, or any other device — you expressly agree to be bound by these Terms and Conditions, our Privacy Policy, and all additional guidelines that may be issued from time to time.
If you do not agree with any part of these Terms and Conditions, you are not permitted to use the citinow platform. Continued use following any amendment to the terms constitutes acceptance of the revised terms.
Citinow reserves the right to amend, update, or replace any part of these Terms and Conditions at any time without prior notice. It is the user's responsibility to review this page periodically to ensure you are always aware of the current and applicable version of the terms.
To register and use the citinow platform, you must meet all of the following eligibility requirements:
You are fully responsible for ensuring that the information provided during registration is accurate, complete, and up to date. False or misleading information may result in account termination and forfeiture of any remaining balance.
Each user is only permitted to hold one active account. Owning multiple accounts — whether under different names, phone numbers, email addresses, or payment details — is prohibited and all such accounts will be terminated with balances subject to forfeiture.
Citinow supports a wide range of popular payment methods in Malaysia, including FPX bank transfers, e-wallets (Touch 'n Go eWallet, GrabPay, Boost), and direct bank transfers to all major banks. All deposits are processed instantly.
For withdrawal requests, citinow processes within an average of five minutes for accounts that have completed identity verification (KYC). Users who have not completed KYC may experience delays in withdrawal processing.
Citinow offers a wide variety of bonuses and promotions from time to time, including welcome bonuses, reload bonuses, cashback, and VIP programme rewards. Each bonus is subject to specific terms and conditions stated on the relevant promotions page.
The wagering requirements for each bonus are clearly stated before you accept it. Bonuses cannot be withdrawn until the specified wagering requirements have been fully met.
All games on the citinow platform use Random Number Generator (RNG) technology that has been certified by independent international auditing bodies. The Return to Player (RTP) rate for each game is available for review in the respective game information section.
For Live Casino games, game results are final and non-appealable unless there is clear evidence of a technical error verified by the citinow system. In the event of a technical disruption during a game session, citinow will process a resolution based on the state of the game at the time the disruption occurred.
Citinow maintains a fair and safe gaming environment for all users. Any conduct that compromises the integrity of the platform or other users is strictly prohibited and may result in immediate action.
You may close your citinow account at any time by contacting our customer support team via Live Chat. Before closing, ensure all funds have been withdrawn, as any remaining balance after account closure may not be recoverable.
Citinow also reserves the right to suspend or terminate any account without prior notice if there is reasonable cause to believe that the account has violated these Terms and Conditions, engaged in fraudulent activity, or been used for unlawful purposes.
Citinow shall not be liable for any direct, indirect, incidental, or consequential losses suffered by users as a result of using or being unable to use the platform, including technical failures, service disruptions, or unintentional data loss.
Citinow's maximum liability to any user under any circumstances shall not exceed the total amount deposited by that user in the 30 days preceding the claim.
Citinow reserves the right to amend these Terms and Conditions at any time. Significant amendments will be communicated to users via in-platform notifications or email at least seven (7) days before taking effect, unless the amendment is required urgently for legal or security reasons.
Continued use of the citinow platform after any amendments take effect constitutes acceptance of the revised terms. If you do not agree with the amendments, you have the right to close your account before the effective date.
Citinow is fully committed to responsible gaming practices. We provide a range of self-control tools to help users manage their gaming activity wisely and healthily.
If you have any questions, concerns, or complaints regarding these Terms and Conditions, the citinow team is ready to assist you through the following channels:
For formal complaints, please submit your full account details, a description of the complaint, and any relevant supporting evidence. All complaints will be investigated fairly and a response will be provided within 3–5 business days.