FAQ
official FAQ — VIP, Security and Withdrawals
The most common questions that come up when using official casino — from VIP cashback to account security, login issues, and withdrawals to bKash or Nagad — are all answered here in detail.
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৳500
Minimum Deposit
15 minutes – 2 hours withdrawal
Table of Contents
This page covers more than 20 questions and answers on four main topics related to official casino. How VIP levels and weekly cashback work, how to keep your account secure, how to log in to official from a new device, and how long withdrawals to bKash or Nagad take — all of these questions are answered here honestly and in detail. Following the responsible gaming policy and keeping the 21+ age limit in mind is every player's responsibility.
VIP and Cashback
official has three VIP levels — Bronze, Silver, and Gold. At the Bronze level, you can receive up to 0.3% cashback on your weekly net losses. The Silver level offers up to 0.7%, and the Gold level offers up to 1.0% weekly cashback. Cashback is calculated on your net loss for the week, which is your total losses minus your total winnings.
Say you are a Silver VIP member and your total net loss for the week is ৳20,000. At the Silver rate, your cashback would be ৳20,000 × 0.7% = ৳140. This cashback is added to your account automatically every week. If there is no net loss in a given week, no cashback applies for that week.
Moving up through the VIP levels at official depends on your regular playing activity. The more consistently you play official slots or other games and the more you wager, the greater your chance of advancing to the next level sooner. Once you reach a certain milestone, official will notify you of your level change.
In addition to up to 1.0% weekly cashback, Gold level members get early access to official's special offers and promotions. official VIP members also receive dedicated support, and withdrawal requests are processed faster. Members who regularly place large bets may also receive personalised offers as a Gold member.
No, weekly cashback at official is credited automatically to eligible members' accounts. At the end of each week, the system calculates on its own, and if there is a net loss, cashback is paid at the applicable rate. No claim form needs to be filled out — you just need to follow the VIP program terms and conditions.
If you are inactive for a long period, your VIP level may be reviewed. official runs this program for active players — so regular participation is the best way to maintain your level. If there is any chance your level may change, you will be informed in advance through official's live chat.
Account Security
A strong password should have at least 8 characters and combine uppercase and lowercase English letters, numbers, and special characters (such as @, #, !). Avoid using your date of birth, phone number, or easily guessable words. Do not reuse the same password on any site including official — a separate password for each account is safer.
First, contact official's 24/7 live chat and ask to temporarily suspend your account. Then change your password as quickly as possible. Check whether the device or network you suspect the unauthorised login came from is secure. Review all recent transactions and login history, and report anything unusual to support.
Always check the browser address bar for officialcasino.cam — a slight change in spelling or domain extension could mean it is a fake site. Never click links in suspicious SMS messages or texts. official will never ask for your password or OTP in an unexpected message. To stay safe, open the site from your bookmarks and read the official privacy policy.
Yes, official uses SSL encryption to keep your personal information and payment data secure. If you see the padlock icon in your browser's address bar, the connection is secure. Your name, mobile number, and transaction details are handled securely and are not shared with third parties.
Any financial transaction or account login over a public Wi-Fi connection can be risky. Where possible, use mobile data or a trusted network. If you log in from a public place, make sure to log out when you are done, and it is advisable not to save your password in the browser. You may also consider using a VPN for added security.
Account and Login
To register a new account, you generally need to provide your name, mobile number, username, and password. It is important to enter accurate information, as identity verification may be required when making withdrawals later. Remember, official is only for people aged 21 and over — confirm your age before opening an account.
Yes, you can go to the official login page from any device and sign in with your username and password. When logging in from a new device for the first time, OTP verification may be requested for security purposes, which will be sent to your registered mobile number. This is done to protect your account.
Click the "Forgot your password?" option on the login page. Enter your registered mobile number or email and a reset link or OTP will be sent to you. If you have trouble with that method, contact official's 24/7 live chat — the support team will verify your identity and help you recover your account.
Usernames and passwords generally use English letters, numbers, and permitted special characters. There may be limitations on using Bengali characters, as the system best supports ASCII-based characters. Keep your username easy to remember but not something others could easily guess.
To update personal details, you need to contact official support. While some information may be editable directly in your account profile, changes to important details such as your name or mobile number may require identity verification. Always keep your details accurate and up to date, as this matters when making withdrawals.
Yes, if you want to take a break for a while or temporarily suspend your account for security reasons, let the support team know via official live chat. As part of the Responsible Gaming Policy, official also offers a voluntary break option. For more details on this, contact support.
Questions about Withdrawal
At official, bKash withdrawals are generally completed within 15 minutes to 2 hours. The same timeframe applies to Nagad and Rocket as well. During busy periods or if verification is needed, it may take slightly longer. You can check the status of your withdrawal in your account's transaction history.
Before withdrawing winnings from a bonus, the wagering requirements must be met. For example, with a 100% welcome bonus, if you deposit ৳1,000 you receive ৳2,000 in bonus funds; the wagering on this bonus is 25 times, meaning you must place ৳2,000 × 25 = ৳50,000 in bets. The minimum withdrawal amount is ৳500. Bonus balance cannot be withdrawn until wagering is complete.
Under official's rules, withdrawals can only be made to a bKash, Nagad, or Rocket number registered in the account holder's own name. If you request a withdrawal to someone else's wallet, it may be rejected and account verification may be required. This is done to prevent fraud and to protect everyone's security.
The minimum withdrawal amount at official is ৳500. This same minimum applies to all three methods — bKash, Nagad, and Rocket. For other details about withdrawals, see the official Terms & Conditions or speak with the support team on live chat.
"Pending" means your withdrawal request has been received by official's system and is being processed. It is usually completed within 15 minutes to 2 hours. If it takes longer than that or the status does not change, contact the support team on live chat with your transaction ID for assistance.
The account verification process is part of official's security policy. Before withdrawing to Nagad, bKash, or Rocket, make sure your account has the correct personal information entered. In some cases, identity verification documents may be requested the first time you withdraw or when withdrawing a large amount. This is done for the protection of all users.
Ready to start playing?
Open an account and get started with a minimum deposit of ৳500 — age 21+ required.
Go to the official login pageHave more questions? Get direct help
If you didn't find your answer on this FAQ page, contact the official support team directly — help is available in both Bengali and English.
24/7 Live Chat
Use the live chat button on the official site for instant help at any time. You can chat in Bengali.
Email Support
For detailed issues, contact us by email: [email protected] — responses are given in both Bengali and English.
official support is active seven days a week, 24 hours a day.