Frequently Asked Questions 13win —
All Answers Here

Identity verification (KYC) is required before your first withdrawal is processed. You will need to submit a copy of your MyKad (front and back) or a valid Malaysian passport. Documents can be submitted through the account settings section after logging in. The KYC review process is typically completed within 1 to 24 business hours. This is a standard procedure to protect the security of your account.

No. 13win's policy allows each individual to hold only one account. Registering multiple accounts under the same individual is a violation of our terms of service and may result in all associated accounts being suspended and balances frozen. If you have forgotten your password or are having trouble accessing your existing account, please use the account recovery function or contact our support team.

Log in to your account, go to Account Settings and select "Change Password". Enter your current password, then your desired new password and confirm it once more. For optimal security, use a combination of uppercase letters, lowercase letters, numbers and symbols with a minimum length of 8 characters. If you have forgotten your old password, use the "Forgot Password" function on the login to reset via SMS OTP.

The minimum age to register and use the 13win platform is 18 years old. This is a mandatory requirement with no exceptions. During the KYC verification process, the date of birth on your identification document will be checked. If an underage user is found, the account will be suspended immediately and any existing balance will be frozen in accordance with the relevant procedures.

The minimum deposit at 13win is as low as RM 20, making it highly accessible for players at all levels. The maximum deposit limit depends on your chosen payment method — FPX bank deposits can typically reach up to RM 30,000 per transaction. For large-amount bank transfer deposits, please contact our support team in advance for smoother processing.

This is a rare occurrence but can happen due to temporary technical disruptions. Please contact 13win Live Chat support immediately and provide the following details: transaction date and time, deposit amount, payment method used, and proof of payment (screenshot or receipt). Our team will review and resolve the issue within 1 to 3 business hours.

13win does not charge any processing fees for standard withdrawals to Malaysian bank accounts. Withdrawals are completely free. However, your bank may impose a separate incoming transfer fee — this is beyond 13win's control. For cryptocurrency withdrawals, standard network fees (gas fees) may apply depending on network conditions at the time.

There are several common reasons why a withdrawal may be declined:

• KYC verification is incomplete — identity documents have not been submitted or verified
• Bonus rollover requirements have not been met — the balance is still subject to wagering requirements
• The registered bank account number does not match the name of the 13win account holder
• Withdrawal amount exceeds the set daily limit
• Suspicious account activity requires additional security verification

Contact Live Chat support for a specific explanation of why your withdrawal was rejected.

Rollover requirements (also known as wagering requirements) refer to the number of times you need to wager the bonus amount before it can be withdrawn as cash. For example, if the rollover is 20x and you receive a RM 100 bonus, you need to place bets totalling RM 2,000 before the bonus balance can be withdrawn. Rollover progress can be monitored in your account dashboard in real time.

Weekly cashback is automatically credited to active members' accounts every week based on net losses over the previous seven-day period. The cashback rate can reach up to 10% depending on your VIP membership tier. Weekly cashback is credited every Monday and can be used directly for gameplay with no additional rollover requirements. No manual action is needed — the system calculates and credits it automatically.

If a game is interrupted due to an internet connection issue or technical disruption mid-round, the 13win system automatically saves a record of every round. When you log back in and open the game in question, the interrupted round will be resumed or resolved according to the outcome determined by the server. If your balance has been unfairly affected, contact support with the game ID and time of the incident for a manual review.

Yes. All slot games and random number games at 13win use a Random Number Generator (RNG) that has been audited and certified by independent third-party verification bodies. This ensures every spin is completely random and cannot be manipulated by any party. All game providers partnered with 13win hold valid licences from recognised international regulatory authorities.

Immediate actions you need to take:

• Change your account password immediately
• Check your login history in account settings to identify any unrecognised devices or locations
• Contact 13win Live Chat support and request a temporary account freeze for investigation
• Verify that the phone number linked to your account is still correct for OTP verification

Our security team is available 24 hours a day, 7 days a week to help you resolve any account security issues.

Yes, the 13win app is available for iOS devices. You can download it directly from the Download us. Follow the iOS-specific installation instructions provided there. Alternatively, the 13win mobile website is fully optimised for Safari on iPhone and iPad — you can add it to your home screen as a shortcut for a native app-like experience without installing anything.

Try the following troubleshooting steps in order:

• Force close the app and reopen it
• Clear the app cache via Settings > Apps > 13win > Clear Cache
• Make sure your app is on the latest version — re-download it from the Download
• Check your internet connection — try switching between WiFi and mobile data
• Restart your phone

If the issue persists after all the steps above, contact our support team with your phone model and operating system version.

Our Live Chat team responds in under 2 minutes during peak hours and almost instantly at other times. For email enquiries, the average response time is between 4 and 12 hours. We operate 24 hours a day, 7 days a week including public holidays to ensure you always get the help you need without a long wait.