hg99 Frequently Asked Questions

Creating an hg99 account takes under three minutes — visit hg99.club, click the registration button, and fill in your name, mobile number, email address, and preferred currency (BDT). You will receive a one-time verification code via SMS or email to confirm your number. Once confirmed, your account is active and you can make your first deposit. Players must be aged 18 or above to register. 18+

hg99 requires a valid government-issued photo ID to complete KYC verification before your first withdrawal is processed. Accepted documents include your National Identity Card (NID), a valid Bangladeshi passport, or a birth registration certificate. Upload a clear, unobstructed photo of your document through the Verification section of your account dashboard. KYC is typically reviewed and approved within 24 hours on business days.

If you cannot log in to hg99, first use the "Forgot Password" link on the login page to reset your password via your registered email or mobile number. If your account has been locked after multiple failed attempts, it will automatically unlock after 30 minutes. If you believe your account has been suspended or restricted for another reason, contact the hg99 support team at [email protected] with your registered email address and username for a prompt investigation.

No — hg99 strictly enforces a one-account-per-player policy. Each player may hold only one active account at any time, tied to their verified identity. Creating duplicate accounts to claim multiple welcome bonuses or circumvent a self-exclusion or restriction is a violation of hg99's Terms & Conditions and will result in permanent closure of all associated accounts and forfeiture of any balances or winnings.

To permanently close your hg99 account, send an email to [email protected] from your registered address with the subject line "Account Closure Request" and include your username. Any remaining balance will be refunded to your registered withdrawal method within 5–7 business days before the account is closed. If you are requesting closure for responsible gaming reasons, hg99 recommends choosing self-exclusion instead, which provides additional protections — see the Safety section of this FAQ for more details.

hg99 offers an extensive range of cricket betting markets for BPL, IPL, T20 World Cup, and international Bangladesh Tigers matches. Available markets include match winner, toss winner, top batsman, top bowler, total runs (over/under), first over runs, method of first dismissal, player performance specials, and full in-play live betting with ball-by-ball odds updates. Markets open as soon as fixtures are confirmed and remain live until the final delivery of each match.

If a cricket match is abandoned before the minimum number of overs required to constitute a valid result (as defined by the relevant cricket board or Duckworth-Lewis-Stern method), most pre-match bets on hg99 will be voided and stakes returned in full. In-play bets placed after play has commenced may be settled differently depending on the market. Full settlement rules for rain-affected and abandoned matches are detailed in hg99's Sports Betting Rules, accessible from your account dashboard.

All slot games on hg99 use certified Random Number Generators (RNG) supplied by the game studios themselves — including Pragmatic Play, NetEnt, Microgaming, and Spribe — and are independently audited for fairness. The average Return to Player (RTP) across hg99's slot library ranges from 94% to 98% depending on the title. The specific RTP for any game is shown in that game's information panel before you start playing. hg99 does not modify game outcomes in any way.

Yes — hg99 is fully optimised for mobile play on both Android and iOS devices. The hg99.club website is a responsive web application that runs smoothly in any modern mobile browser (Chrome, Firefox, Samsung Internet, Safari) without requiring a separate app download. All games, including live cricket betting, slots, and live casino tables, are available in full on mobile. A stable 4G or Wi-Fi connection is recommended for the best live casino and in-play betting experience.

hg99's live casino section is powered by Evolution Gaming and Ezugi and features real dealers streaming in high definition around the clock. Available titles include Live Baccarat, Live Roulette (European and Speed variants), Live Blackjack, Live Teen Patti, Live Andar Bahar, Live Dragon Tiger, and game-show style titles such as Crazy Time and Lightning Roulette. Tables have a wide range of betting limits to accommodate both casual players and high-stakes enthusiasts.

hg99 is a secure platform that uses 256-bit SSL encryption on all connections to protect your personal data and financial transactions. Account access is protected by password authentication and optional two-factor authentication (2FA). All games are supplied by certified third-party studios using independently audited RNG technology. hg99 follows strict anti-money-laundering (AML) and Know Your Customer (KYC) procedures to maintain a safe and fair environment for all players.

To self-exclude from hg99, send an email to [email protected] from your registered address with the subject "Self-Exclusion Request", your username, and your preferred exclusion period (6 months, 1 year, 3 years, or permanent). Your account will be suspended within one hour of the request being received, and all marketing communications will be suppressed for the duration. Any remaining account balance will be refunded to your registered payment method. Self-exclusion periods cannot be shortened or reversed early — this is intentional to protect you from impulsive decisions. 18+

Yes — hg99 lets you set daily, weekly, or monthly deposit limits directly from the Responsible Gaming section of your account settings. Once your chosen limit is reached, hg99 will block further deposits until the limit period resets. Deposit limits can be reduced immediately; any request to increase a limit takes 72 hours to come into effect, which prevents impulsive decisions made during a gambling session from undoing a responsible choice. Contact [email protected] if you need help setting or adjusting your limits.

To keep your hg99 account secure, use a unique and strong password that you do not use on any other site, and enable two-factor authentication (2FA) in your account security settings. Never share your login credentials with anyone, including friends or family members. Always access hg99 through the official hg99.club URL — be cautious of phishing sites that imitate hg99's design. If you suspect unauthorised access to your account, change your password immediately and contact [email protected] so the team can review recent account activity.

hg99 collects only the personal data necessary to operate your account, process payments, and comply with KYC and AML obligations. Your data is stored on encrypted servers and is never sold to third parties. hg99 may share limited data with payment processors and identity verification partners solely to facilitate your transactions. You have the right to request a copy of your personal data or ask for it to be deleted by contacting [email protected]. Full details are available in hg99's Privacy Policy at hg99.club/privacy-policy.