City44 FAQ — Answers to Every Question

You must be at least 18 years old to register and play at city44. This is an absolute requirement that cannot be compromised. city44 is committed to responsible gaming and strictly follows consumer protection guidelines. Any account found to be in violation of this age requirement will be suspended immediately.

No. city44 only allows one account per individual. Owning multiple accounts violates our Terms and Conditions and may result in the closure of all associated accounts along with the forfeiture of any remaining balances and bonuses. If you are having trouble accessing an existing account, please contact our support team for assistance.

For KYC verification, you will need to submit:

• Identity document: MyKad (front and back) or a valid passport.
• Proof of address: Utility bill, bank statement, or other official document showing your name and current address — dated within the last 3 months.
• Selfie with document: A photo of you holding your identity card for facial verification.

The review process is usually completed within 24 business hours.

Log in to your account and go to Account Settings > Security > Change Password. Enter your current password, then set a new password containing at least 8 characters — a combination of uppercase letters, lowercase letters, numbers, and symbols. Save the changes and log in again using your new password.

Yes, you can update your email address and phone number through the Account Settings section. Any changes to this sensitive information require additional identity verification to ensure your account's security. This process takes up to 2 business days to be verified by our team.

City44 accepts a wide range of popular payment methods in Malaysia, including:

• Bank transfer: Maybank, CIMB, RHB, Public Bank, Hong Leong Bank
• E-wallet: Touch 'n Go eWallet, GrabPay, Boost
• Online banking: FPX and IBG
• Crypto: USDT, Bitcoin (for selected users)

All transactions are processed in Malaysian Ringgit (MYR) for your convenience.

Most deposits are processed instantly — your funds will be credited to your account within seconds of a successful transaction. In certain cases such as manual bank transfers, processing may take up to 15 minutes. If your deposit has not been credited after 30 minutes, please contact support with proof of your transaction receipt.

Deposit limits vary by payment method. Generally, the minimum deposit is RM 20 and the maximum daily deposit can reach RM 50,000 depending on your account level and chosen payment method. Higher limits are available for VIP members. Contact support for more details on the specific limits for your preferred payment method.

Withdrawal requests are processed within 1 to 24 hours on business days. E-wallets such as Touch 'n Go and GrabPay are generally faster than bank transfers. Your first withdrawal may require a little extra time for security review. Make sure the bank account or e-wallet you registered is under the same name as your city44 account.

City44 does not charge any fees for deposits. For withdrawals, city44 also does not deduct any fees from the amount you request. However, your bank or e-wallet provider may apply a small transaction charge depending on their own policies — this is outside of city44's control.

A withdrawal may be rejected for several reasons, including:

• KYC incomplete or information missing
• Bonus wagering requirements have not been fully met
• Bank account details do not match the city44 account holder's name
• Suspicious activity detected by our security system
• Insufficient balance after deducting active commitments

Contact support with your transaction reference number for further clarification.

New City44 members are eligible for welcome bonus when making your first deposit. This bonus will be automatically credited to your account. The bonus value and percentage may change from time to time — check the Promotions page for the latest offers. This bonus is subject to wagering requirements that must be met before a withdrawal is permitted.

Wagering requirements determine how many times you need to wager the bonus amount before you can make a withdrawal. For example, if the wagering requirement is 20x and you receive a RM 100 bonus, you need to place a total of RM 2,000 in bets before the bonus can be converted to cash. The exact requirements depend on the bonus type — check each promotion's terms before claiming.

Yes. city44 offers a wide range of ongoing promotions for existing members, including:

• Weekly cashback — a percentage return on your total losses within a week
• Reload bonus — extra bonus every time you make a deposit
• Festive promotions — special offers for public holidays and festive celebrations
• VIP Program — exclusive rewards for loyal, active members

Check the Promotions section regularly for the latest offers.

Yes. If you do not wish to receive a bonus and its wagering requirements, you can choose to opt out of the bonus during deposit. If a bonus has been credited but you wish to cancel it, contact support before placing any bets using the bonus balance. Once a bet has been placed with the bonus balance, cancellation is no longer permitted.

City44 offers a comprehensive and diverse game library for all types of players:

• Live Casino — Baccarat, Roulette, Blackjack, Sic Bo with real dealers via live stream
• Slots — hundreds of video slot titles from the world's leading providers
• Fish Shooting Games — a variety of interactive fish shooting game options
• Bingo — multiple bingo rooms of various sizes with exciting prizes
• Wagering & Sports Betting — football, badminton, basketball, and much more

Some slot games at city44 offer free demo mode that lets you try games without using real money. This is the best way to familiarize yourself with game mechanics before placing real bets. However, wins in demo mode cannot be cashed out, and Live Casino requires a real account balance to participate.

Yes. All games at city44 use Random Number Generator (RNG) certified by independent verification bodies. This ensures every spin, card dealt, or game outcome is truly random and cannot be manipulated by any party. Live Casino uses real human dealers streamed live for full transparency.

Absolutely. The city44 platform is fully optimized for mobile devices. You can access all games directly through your smartphone or tablet browser without downloading any additional app. The city44 mobile interface is designed specifically for touchscreens with intuitive navigation and fast loading even on a standard 4G connection.

City44 uses 256-bit SSL encryption to protect all data transmitted between your device and our servers. Your personal information is stored in a secured database and is never shared with third parties without your consent, except as required by law. We fully comply with Malaysia's Personal Data Protection Act 2010 (PDPA).

Log in to your account and go to Settings > Security > Two-Factor Authentication. Choose your preferred 2FA method — whether via SMS code, email, or an authenticator app such as Google Authenticator. Follow the setup instructions and store your backup codes somewhere safe. Once activated, every new login will require an additional verification code.

Act immediately:

• Change your account password immediately
• Change your associated email password
• Enable 2FA if you haven't already
• Contact city44 support via Live Chat and report the incident.
• Review your login history and transactions to identify any suspicious activity

Our security team will investigate and take immediate protective action on your account.

You can reach the City44 support team through several channels:

• Live Chat: Fastest option — available 24/7 directly on the website
• Email: [email protected] — for detailed inquiries that require attachments
• Telegram: Official city44 support channels for fast responses

Average response time via Live Chat is under 2 minutes.

The city44 support team is fluent in Bahasa Melayu, English, and Chinese (Mandarin). We understand the diversity of Malaysia's player community and ensure every inquiry is answered in the language you're comfortable with. Simply write in your preferred language and our agents will reply in kind.

Simple cases such as general inquiries are usually resolved within a few minutes via Live Chat. More complex complaints such as transaction disputes or account issues are resolved within 1 to 3 working days. Cases requiring thorough investigation may take up to 7 working days. You will receive regular email updates throughout the investigation process.

Yes, city44 is deeply committed to responsible gaming. We provide several tools to help you stay in control of your play:

• Daily / weekly / monthly deposit limits that you can set yourself
• Loss limit to control the maximum amount that can be wagered
• Session time limit to remind you when you have been playing for too long
• Self-break — temporarily pause your account at any time
• Self-exclusion — for those who need a longer break

Learn more on the Responsible Gaming ours.