Reference

Legal Terms Before You Open an Account

Everything you agree to when you join q99live sits on this page — eligibility, how your account wallet works with bKash, Nagad and Rocket, and what we expect from you at the tables.

Eligibility by regionWallet termsPayment rulesAccount closureComplaint path
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q99live Legal Terms Before You Open an Account
LEGAL HELP DESK

Contacting Us About Legal or Account Issues

Questions about a clause on this page go to a real team, not into a form that vanishes. Open live chat from any lobby page, or email the address shown on your account screen, and quote your registered mobile number so we can match the wallet without a back-and-forth. Keep the thread tight: the clause you are asking about, the date of the transaction, and the reference from your bKash, Nagad or Rocket message. That detail is what lets us answer a legal or payment question in one reply instead of five.

Live chat Open chat from any lobby page and tell us which clause you want explained. Legal and wallet questions reach the same team, and we ask for your registered number so the account match is quick.
Email records For anything you need in writing — a disputed deposit, a closure request — email us and keep the reply. We log the thread against your account so the answer stays the same later.
Wallet closure Want to shut your wallet? Send the request from your registered address and confirm the mobile number. We settle any pending bKash, Nagad or Rocket balance first, then lock the login.
DATA AND ACCOUNTS

How We Handle Your Data and Account Records

Your account record holds the basics we need to run a wallet: name, verified mobile number, age confirmation, and the references from your bKash, Nagad and Rocket transfers. We keep it while your account is open and for the period afterwards that tax and dispute handling requires. Cookies on this site do two jobs — keeping you signed in and remembering your language choice — and you can clear them in your browser settings whenever you like. Want a copy of what we hold, or a correction? Ask and we will tell you what can be changed.

Verified logins

Every sign-in needs a one-time code sent to your registered mobile, so a password alone is not enough. If a device you do not recognise asks for a code, do not approve it.

Payment references

Deposits are matched to your wallet by the transfer reference your bKash, Nagad or Rocket message gives you. Keep that number until the balance shows, because it is the proof we ask for on any mismatch.

Retention window

We hold account and payment records while the account is active and for the period afterwards that tax and dispute handling needs. Ask for what is stored against your number and we will send it.

Corrections

Wrong name, an old address, a mobile number you no longer use — send the change from your registered email and confirm with the new number. A verified name can only move with documents.

Legal Questions We Get Asked Most

These are the points our Bangladesh support team answers again and again, usually right before someone deposits for the first time. If your situation is not covered below, message us with your registered number and the clause you are reading — we would rather answer one question now than unwind a payment later. Access depends on your local law and eligible regions in every case.

No. If real-money casino activity is restricted in your region, our terms do not give you the right to register, and access depends on your local law and eligible regions. Check your own rules first.

Because age and identity checks are what keep an account legal. We confirm your number with a one-time code, and we may ask for a document if your name does not match the payment record.

Third-party transfers break our payment terms, so the deposit is held while we confirm where it came from. Send only from a wallet in your own name to keep the credit straightforward.

Message support from your registered email or mobile number and ask for an account record. We confirm it is you first, then send what we hold, including payment references and login history.

Yes. Closure does not cancel money that belongs to you. We finish any unsettled bKash, Nagad or Rocket transfer, confirm the balance with you, then send it to an account in your name.

They change when payment rails or local rules move. The version on this page is the one that applies from the day it goes up, and a material change is flagged in your account messages.
Reference

Legal

Service availability depends on eligible regions and local law. Users should check local rules before opening an account.

Access may be available only where local law permits.

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