FAQ 96ace — All Answers Here

To complete KYC verification, you need to upload a photo of your valid MyKad or passport, along with a selfie holding the document. The review process is typically completed within 24 working hours. KYC is required before your first withdrawal to ensure the security of all members and to comply with platform guidelines.

No. Each individual is only permitted to hold one 96ace account. Creating multiple accounts using the same name, phone number, IP address, or payment details is prohibited and may result in account suspension with balances held pending further review. If you are experiencing issues with an existing account, please contact customer support for assistance.

Log in to your account and go to "Profile Settings". There you can update your phone number or email by entering the new details and confirming the change via an OTP code. If you are unable to log in or encounter issues during the update process, contact 96ace customer support via Live Chat and have your identity verification details ready for a faster resolution.

There are several possible reasons: your account may be temporarily locked due to too many incorrect password attempts, your account may require email or OTP verification that has not been completed, or there may be a temporary technical issue. Try clearing your browser cache and try again. If the problem persists, contact 96ace customer support via Live Chat for immediate assistance.

Yes, your 96ace account can be accessed from a computer, tablet, and smartphone simultaneously. However, each login from an unrecognised new device will trigger a security notification and may require additional verification. For best security, enable two-factor authentication (2FA) in your account settings so that every new login attempt requires OTP verification.

The minimum deposit at 96ace starts from just RM10, making it highly accessible for all budget levels. The maximum deposit limit depends on your chosen payment method and your account verification status. Once KYC is complete, your deposit limit will be automatically increased to give you greater flexibility in managing your gaming funds.

Deposits via FPX and e-wallets are typically credited to your 96ace account within 1 to 5 minutes. Cryptocurrency deposits may take longer depending on the number of blockchain network confirmations required. If your deposit has not been credited after 30 minutes, please contact customer support with proof of payment (screenshot or transaction receipt) for an immediate review.

96ace does not charge any additional fees for deposits. However, some banks or e-wallet providers may apply a small transfer fee depending on your account type and the provider's terms of service. We recommend checking your payment provider's terms before making a deposit to avoid any surprises.

Before making your first withdrawal, you need to complete KYC verification by uploading a valid identity document. If you have received a bonus, the associated wagering requirements (rollover) must be fulfilled before the relevant funds can be withdrawn. Additionally, the withdrawal method you use must match or be related to your original deposit method for security purposes.

Yes, you can cancel a withdrawal request as long as it is still in "Pending" or "Under Review" status. Go to the "Transaction History" section of your account, locate the withdrawal request, and click "Cancel". If the withdrawal is already in "Processing" or "Completed" status, cancellation is no longer possible. Contact customer support immediately if you need assistance with this.

Wagering requirements, or rollover, mean you must wager the bonus amount (or bonus + deposit) a set number of times before winnings from that bonus can be withdrawn. For example, if you receive a RM100 bonus with a 20x wagering requirement, you must place a total of RM2,000 in bets before those funds are eligible for withdrawal. Your wagering progress can be tracked under the "Bonus" section of your account.

Weekly cashback promotions are calculated based on your total net losses within the week. Cashback is automatically credited to your account every Monday according to the percentage set for your membership tier. No manual claims are required — the system is fully automatic. The cashback percentage increases with your membership tier, so the more actively you play, the higher the cashback rate you enjoy.

Yes, in most cases you can choose to decline or cancel an unused bonus via the "Bonus" section of your account. However, once a bonus has been used in gameplay, cancellation may no longer be possible. If you prefer to play without bonus wagering requirements, you can choose not to claim any bonus when making a deposit.

Yes, all games at 96ace use a certified random number generator (RNG) verified by independent regulatory bodies to ensure every game outcome is completely random and fair. Live Casino games feature real human dealers streamed live for full transparency. The RTP (Return to Player) value for each slot game is available in the respective game information.

Yes, many slot games at 96ace offer a demo or free-play mode that lets you familiarise yourself with the game mechanics without using real money. Demo mode is especially useful for new players who want to understand how a game works before placing real bets. However, winnings in demo mode cannot be withdrawn and are for practice purposes only.

Log in to your account and go to "Settings", then select "Security". Click "Enable 2FA" and follow the instructions to link your account with an authenticator app such as Google Authenticator or Authy. Once 2FA is enabled, every new login will require a 6-digit code from your authenticator app, making your account significantly more secure even if your password is compromised.

If you suspect your account has been accessed by an unauthorised party, immediately change your password and contact 96ace customer support to temporarily freeze your account. Our security team will review your account activity logs and help you safely restore access. Always ensure you do not share your login credentials with anyone and avoid using public Wi-Fi networks to access your account.

Yes, the 96ace app is available for iOS users. You can access it via our App page for iOS-specific installation instructions. Alternatively, the 96ace mobile website is fully optimised for Safari on iPhone and iPad, delivering a gaming experience nearly identical to the native app — including biometric login via Face ID and Touch ID — without needing to install any additional app.

When a new version of the 96ace app is available, you will receive an in-app notification or a prompt upon login. Click the provided update link and re-download the latest APK file from our App page. Reinstalling will not delete your account data or transaction history. We recommend always using the latest version for optimal performance and the most up-to-date security features.