Help Center
pu99 Frequently Asked Questions and Answers
From opening an account to bonuses, deposits and withdrawals, and safe gaming — all your questions answered in one place, in English.
This FAQ page has been created for the convenience of pu99 users. Here you will find detailed and easy-to-understand answers on account registration, depositing and withdrawing money via bKash and Nagad, cricket betting, slot games, the welcome bonus, the VIP program, and responsible gaming. If you do not find the answer to your question here, our 24/7 Bengali live chat support is always ready.
Account
Account and Registration
To open an account at pu99, you need an active mobile number and a password. The registration process is fully digital and can be completed in just a few minutes. Register with accurate information, as identity verification may be required at the time of withdrawal.
All services at pu99 are for individuals aged 21 or older only. When opening an account, you confirm that you are 21+. Accounts for minors are not permitted, and any such account found will be cancelled.
No, each person may hold only one pu99 account. Any attempt to open multiple accounts using the same mobile number, email, or payment method will result in those accounts being closed and the balance may be forfeited.
If you have forgotten your password, use the "Forgot password?" option on the login page. A verification code will be sent to your registered mobile number. If the problem persists, contact pu99 live chat support — our team is available 24/7 to assist you in Bengali.
Some account details, such as your contact address, can be updated by yourself from profile settings. However, to change core information such as your mobile number or date of birth, you will need to contact the support team and complete identity verification.
Payment
Deposits and Withdrawals
Deposits via bKash are generally instant — meaning your pu99 balance is credited within seconds of a successful payment. If there is a delay for any reason, share the payment reference number in live chat and it will be resolved quickly.
The minimum deposit amount at pu99 is ৳100 (the same across all methods). For withdrawals, a minimum of ৳1,000 is required. So a withdrawal request cannot be submitted until your winnings exceed ৳1,000.
Withdrawals from pu99 via Nagad and all other mobile banking methods are generally completed within 15 minutes to 2 hours. The same timeframe applies to bank transfers. There may be a slight delay during busy periods, but it does not usually take longer than this.
pu99 itself does not charge any additional processing fee. However, bKash, Nagad, or Rocket may have their own service charges, which apply according to the rules of the respective method. To find out about charges for your payment method, check that service's app or website.
Transfers to pu99 can be made through major banks in Bangladesh including Dutch-Bangla Bank, City Bank, BRAC Bank, Islami Bank, and Sonali Bank. When making a bank transfer, make sure the account number and reference are entered correctly so that processing is faster.
When a withdrawal is rejected, the reason is usually communicated to you on your account. Common reasons include: bonus wagering requirements not met, identity verification incomplete, or a request below the minimum amount. If the issue is not resolved, contact live chat.
Gameplay
Games and How to Play
To bet on BPL or any international cricket match, go to the cricket section of pu99. Bets can be placed both before and during a match. Various options are available including match winner, total runs, and top batsman. Read the odds and terms carefully before placing a bet.
Yes, pu99 is fully mobile-friendly. All games can be played from the browser on both Android and iOS devices — slots, live casino, cricket betting, everything. Full functionality is available without downloading a separate app.
pu99 offers games from world-renowned providers including Pragmatic Play, PG Soft, JILI, and Spribe, who have their Random Number Generator (RNG) verified by third-party auditors. This means the outcome of every spin is completely random and unbiased. pu99 believes in fair play.
RTP (Return to Player) is a game's theoretical payback percentage, calculated as an average over millions of spins in the long run. It does not guarantee winning in any single session. Each spin is independent and RNG-controlled. Play consciously and responsibly.
In the live casino section of pu99, you can play in real time with real dealers. You can enjoy live roulette, blackjack, baccarat, and other table games from top providers like Evolution Gaming and Ezugi. With a stable internet connection, the experience runs smoothly on mobile as well.
Offers
Bonuses and Promotions
The pu99 welcome bonus is a 100% bonus on your first deposit, up to a maximum of ৳5,000. That means if you deposit ৳5,000 for the first time, you receive an additional ৳5,000 as a bonus, giving you a total playing balance of ৳10,000. This bonus is added automatically — no separate code is needed.
The wagering requirement for the pu99 welcome bonus is 25 times. That means you need to wager an amount equal to 25 times the bonus amount before it becomes withdrawable. Example: if you receive a ৳1,000 bonus, you can withdraw after placing ৳25,000 in bets.
The pu99 VIP program has three levels: Bronze, Silver, and Gold. Levels are advanced through regular play. Bronze members receive a weekly cashback of 0.3%, Silver 0.5%, and Gold up to 0.8%. You will need to play more actively to move to a higher level.
VIP members receive cashback on their net losses each week. Cashback is generally calculated based on the previous week's activity and added to the balance every Monday. The cashback amount depends on your VIP level.
Most promotions have a set expiry date and cannot be claimed after they expire. However, if a bonus was not added due to a technical reason, contact live chat. Check the pu99 promotions page regularly for updates on active promotions.
Security
Security and Responsible Gaming
pu99 uses SSL encryption technology to keep all your personal and financial information secure. Our platform does not sell or share your data with any third party. We follow international security standards to protect your information.
Self-exclusion is a feature that allows you to voluntarily restrict yourself from gaming, either temporarily or for an extended period. If you feel you are losing control of your gaming, contact the pu99 support team. Arrangements will be made to restrict your account for a set period or permanently.
Yes, pu99 offers the option to set deposit limits as part of responsible gaming. You can set a maximum daily, weekly, or monthly deposit limit. Contact the support team to set this limit. Additional verification will be required for requests to increase a limit.
Yes, the pu99 customer service team provides support entirely in Bengali. Our live chat is active 7 days a week, 24 hours a day. You can also contact us by email: [email protected]. You will receive a quick response to any question or issue.
Some common signs of gaming addiction: betting beyond your means, placing more bets to recover losses, spending time meant for family or work on gaming. If you notice these signs, take a break and contact us. You will also find detailed information on our responsible gaming page.
Still have questions? Contact support
If you did not find the answer to your question in this FAQ, our 24/7 Bengali support team is always by your side. Connect via live chat or send an email — you will receive quick and friendly assistance.
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