Mobile / Casino
mq99 puts the terms behind your account on one page, so you can read how access, deposits and withdrawal requests are handled before you go anywhere near the lobby. Whether a feature is open to you depends on your local law and eligible regions, and the rules we apply are published here rather than kept behind a support ticket.
Our legal notices exist so nothing about your account is left to guesswork. They set out how you open an account, what you accept when you send a bKash deposit or a Nagad transfer, how a withdrawal request is handled once it is submitted, and how we behave if the rules around us change. We write them in ordinary language because the people reading them are account holders, not lawyers. Where you live shapes what we can offer. Access to the lobby, to particular games and to particular payment routes depends on your local law and on whether your region is eligible, and we do not treat a rule from one market as though it applied in another. If something here conflicts with the law where you are, the law where you are wins, and the rest of your account relationship stays as written. We also spell out the parts you control: your login details, the phone number attached to your account wallet, and the records of deposits and withdrawals. Those entries are the evidence both sides rely on, so a question about a transaction can be settled from the recorded entry rather than from memory. Nothing on this page is a promise of a result, a processing time or a game being available to you. What it does say is that the terms we apply to your account are written down, published, and applied the same way to every eligible account holder.
Not everything that touches your account sits inside these legal terms. Access, money movement and the content you see in the lobby are covered here. Titles from PlayStar, Microgaming, PG Soft and Pragmatic Play are available in the lobby, and the way a particular title behaves during play follows its own rules rather than this page. A bank or wallet company you use sits outside this policy too: when you move money through bKash, Nagad, Rocket or Upay, that provider applies its own terms to the transfer, and we cannot change those. Sports markets, including cricket-led categories such as BPL matches and international fixtures, follow the settlement rules printed on the market itself rather than the general terms here. If you are unsure whether a question belongs on this page, ask us before you act and we will point you to the right place. The sections below set out those boundaries in detail.
Everything tied to opening, signing in and closing your account is inside this policy. That includes the phone number and login details you register with, the device you sign in from, and the steps you complete before the lobby opens to you. If access is refused, that decision is covered here.
Deposits and withdrawal requests made through the payment routes shown in your account wallet are covered by these terms. The record of each entry is kept on the account, and any question about a transaction is settled from that recorded entry and the confirmation issued by the payment route.
Lobby listings, game descriptions and studio names such as PlayStar, Microgaming, PG Soft and Pragmatic Play are content, not contractual promises. A title may be withdrawn, replaced or made unavailable in your region at any time, and what you see in the lobby is the current position rather than a fixed offer.
Wallets, banks and any site we link to operate under their own terms. When you send a Nagad transfer or a Rocket payment, that provider's rules govern the transfer, and if their service fails or is held up, the dispute sits with them rather than with the terms on this page.
You have practical options here, and most of them start inside your own account. Open your transaction history and you will see every deposit and withdrawal entry we hold, with the route it came through: bKash, Nagad, Rocket, Upay or a bank transfer. If a detail on your profile is wrong, update it from the account area so the record matches who you are; a mismatch is the usual reason a check needs a second look. If a figure on the page does not match your own confirmation, raise it with support and quote the entry reference so the team can locate it quickly. You can also ask us to explain a clause on this page in plain words, ask what data we hold about you, or ask for a correction where something we recorded is inaccurate. None of these requests needs a reason; they are part of holding an account with us.
Open the transaction history in your account area and read the entries one by one. Each line shows the amount, the route and the date we recorded it. Compare those lines with the confirmations in your bKash or Nagad messages before you raise anything, because a matched pair usually answers the question on its own.
Your name, phone number and preferred payment route should match the details your wallet holds. Update them from the profile area rather than leaving them, and tell support if a change has already been refused. Accurate details keep the account record consistent and make a later question easier to settle.
If a clause on this page is unclear, ask. Write to support with the heading of the section you are reading and the sentence that is bothering you, and we will explain what it means for your account in ordinary words rather than repeating the legal text back at you.
Where we have recorded something inaccurate about you or about a transaction, you can ask for it to be corrected. Send the entry reference and what you believe the right figure is. We will check the record and tell you what we changed, or explain why the entry stands as it is.
Reach us through the routes published on the site, because we do not ask you to handle legal questions through any other channel. The fastest path for most account matters is the chat window inside your signed-in account area, since it already knows which account is asking. If your question is about a clause rather than a transaction, the support email printed in the site footer is the right place, and the account help section answers the same common questions without waiting for a reply. When you write in, tell us three things: the section you are reading, the entry reference if money is involved, and the outcome you are asking for. That one message usually saves a second exchange. We answer questions about this policy the same way we answer everything else on your account, and we will say plainly when something depends on your local law or on a decision that sits with your wallet provider rather than with us.
Sign in, then open the chat window in the account area. Because you are already signed in, the team can see which account the question belongs to and check the transaction record while you are still on the line. Keep the entry reference ready if your question is about a payment.
The support email address is published in the site footer. Use it for longer questions about this policy, for data requests and for anything you would rather put in writing. Include your account phone number, the section you are asking about, and any entry reference so the reply can be specific.
The help section on the site carries the answers we get asked most often about access, wallets and transactions. Read it before you write in, because many questions about this policy are answered there in the same words the support team would use in a reply.
How we handle your details matters more on a policy page than anywhere else, so here is the short version. We keep the data needed to run your account: your registered phone number, your login details, the records of deposits and withdrawals, and basic device and browser details attached to a sign-in. We use cookies so the site remembers your session and the pages load the way you left them; you can clear or block them in your browser, though parts of the account area may stop working if you do. Access to your account rests on your login details, so keep them to yourself and tell us at once if you think someone else has them. Records stay attached to the account for as long as it is open and for the period afterwards that the rules where you live require. If you want to know what we hold, or want something changed, contact support and we will deal with it through the published routes.
Your account carries the phone number you registered, your login details, the history of deposits and withdrawals, and basic device and browser details from each sign-in. That is what we need to run the account, and anything further is shown inside your account when it applies.
Cookies keep you signed in, remember your language and display settings, and let the lobby load without asking the same question twice. You can clear them or block them from your browser settings, and the site will still open, but the signed-in area may behave differently until you sign in again.
Your login details are the whole of your account security. Do not share them, do not keep them in a message thread, and change them from the account area if you think someone else has seen them. If a sign-in looks unfamiliar, tell support and we will go through the record with you.
Transaction records stay attached to your account for as long as it is open and for the period afterwards that applies where you live. That is what lets a question about an old bKash deposit or Nagad transfer still be answered from the recorded entry rather than from anyone's memory.
Most legal questions from account holders come down to a few things: what a clause actually means, what we hold about you, what happens when a payment goes astray, and who decides when the rules where you live differ from what is written here. The answers below cover those questions and use the same wording our support team would use in a reply, so you can rely on either. If your question is not here, send it to us through the published routes and we will answer it directly instead of pointing you back to this page. Where an answer depends on your local law and eligible regions, we say so plainly, because we cannot state one fixed position for every market. Read them in order or jump to the one that matches your situation. Nothing in these answers replaces the terms themselves; they explain them.
It applies to anyone holding an account, but what we can offer you depends on your local law and whether your region is eligible. Some payment routes and some game categories are only available in certain places, and we cannot treat every market the same way.
They cover the routes shown inside your account wallet, which for Bangladesh account holders include bKash, Nagad, Rocket, Upay and bank transfer. If a route is not listed in your account area, it is not one you can use, whatever a page or message elsewhere may suggest.
Sign in and open the transaction history in your account area. Every deposit and withdrawal entry is listed there with the route and the date we recorded it. Compare those entries with the confirmations your wallet sent you before raising anything with support.
Ask us. Send the section heading and the sentence you are reading to the support email published in the site footer, and say which part is unclear. We will explain what it means for your account in ordinary words rather than repeating the same legal text back to you.
Yes, when the law around us changes or when a payment route or game category is added or withdrawn. The version published on this page is the one that applies, and a material change is shown here rather than kept somewhere you would not see it.
It depends where the failure happened. If a wallet or bank applied its own rules or did not complete a transfer, the dispute sits with that provider under their terms. If the entry exists on your account and looks wrong, bring it to us with the reference.