Frequently Asked Questions

Registering for an X33 account is quick and easy:

1. Visit the X33 website and click on the “Register” or “Sign Up” button
2. Fill in the registration form with your personal details
3. Create a username and password for your account
4. Enter any verification code sent to your email or mobile
5. Accept the Terms and Conditions
6. Click “Create Account” to complete registration

After registration, you can immediately log in and make your first deposit to start playing.

To open an account at X33, you must:

• Be at least 18 years of age or the legal gambling age in your jurisdiction
• Provide accurate personal information including your full name, date of birth, email address, and phone number
• Have a valid bank account or payment method in your name
• Not be a resident of any restricted countries (including Aruba, Australia, Bonaire, Curacao, France, Iran, Iraq, Netherlands, Saba, Spain, St Maarten, Statia, U.S.A or the U.S.A dependencies, United Kingdom)
• Accept our Terms and Conditions and Privacy Policy

We may request verification documents to confirm your identity at any time during your membership.

If you’ve forgotten your password, follow these steps to reset it:

1. Go to the X33 login page
2. Click on the “Forgot Password?” link
3. Enter the email address associated with your account
4. Check your email for a password reset link
5. Click the link and follow the instructions to create a new password

For security reasons, the reset link is only valid for 24 hours. If you don’t receive an email within a few minutes, check your spam folder or contact our customer support for assistance.

No, each player is only allowed to have one account with X33. Creating multiple accounts is a violation of our Terms and Conditions and may result in account closure and forfeiture of any funds or bonuses.

This policy exists to ensure fair gameplay and prevent bonus abuse. If you believe someone else has registered an account using your information, please contact our customer support immediately.

To update your account information:

1. Log in to your X33 account
2. Go to your account settings or profile section
3. Select the information you wish to update
4. Make the necessary changes
5. Save your updated information

For security reasons, some information (such as your name or date of birth) cannot be changed after registration. If you need to update such information, please contact our customer support with appropriate verification documents.

X33 offers several secure payment methods for deposits:

• Quick Pay: Instant deposits directly to your account
• Bank Transfer: Transfer from your bank account (5-second processing)
• Cryptocurrency: Bitcoin and other cryptocurrencies
• Online Payment Providers: Secret Pay, Secret Pay Pro, and FPay

We support all major Malaysian banks including Maybank, CIMB, Hong Leong Bank, Public Bank, RHB Banking Group, and AmBank Group.

For detailed information on deposit methods, please visit our Payment Methods page.

For most payment methods, the following limits apply:

• Minimum deposit: MYR 30
• Maximum deposit: MYR 50,000

These limits may vary depending on the payment method and your account status. VIP members may have higher deposit limits available.

Deposit processing times vary by payment method:

• Quick Pay: Instant
• Bank Transfer: 5 seconds after confirmation
• Cryptocurrency: Varies by network (typically 10-30 minutes for Bitcoin)
• Secret Pay/FPay: Instant

In rare cases, there might be delays due to bank processing or system maintenance. If your deposit is not credited within the expected timeframe, please contact our customer support with your transaction details.

X33 does not charge any fees for deposits. However, your payment provider or bank may apply their own transaction fees. For cryptocurrency deposits, network fees may apply depending on the blockchain used.

We recommend checking with your bank or payment provider regarding any potential transaction fees before making a deposit.

Deposits may be declined for several reasons:

• Insufficient funds in your bank account or payment method
• Bank or payment provider restrictions on gambling transactions
• Incorrect payment details entered
• Account verification issues
• Technical issues with the payment gateway
• Temporary maintenance of our payment system

If your deposit is declined, first check that your payment details are correct and that you have sufficient funds. If the problem persists, contact our customer support for assistance.

To withdraw your winnings from X33:

1. Log in to your X33 account
2. Navigate to the cashier or withdrawal section
3. Select your preferred withdrawal method
4. Enter the amount you wish to withdraw
5. Provide any necessary banking details
6. Confirm the withdrawal request

Once requested, your withdrawal will be processed according to our standard processing times.

Our withdrawal limits are as follows:

• Minimum withdrawal: MYR 50
• Maximum withdrawal per transaction: MYR 50,000
• Maximum withdrawal per day: MYR 150,000

VIP members may have higher withdrawal limits. Please note that these limits may vary depending on your account status and payment method.

Withdrawal processing times vary by method:

• Bank Transfer: 1-3 banking days
• E-wallets: 24-48 hours
• Cryptocurrency: 1-24 hours (depending on blockchain network)

Please note that these are standard processing times. During peak periods or holidays, there might be slight delays. VIP members enjoy faster withdrawal processing times.

X33 does not charge any fees for standard withdrawals. However, please be aware of the following:

• Your bank may charge a processing fee for receiving the funds
• For cryptocurrency withdrawals, network fees may apply
• If you request multiple withdrawals in a short period, a small processing fee may apply to additional withdrawals

We always recommend checking with your bank regarding any potential fees they might charge for incoming transfers.

Withdrawal requests may be declined for several reasons:

• Incomplete verification of your account
• Unfulfilled wagering requirements for bonus funds
• Withdrawal amount below the minimum or above the maximum limit
• Mismatch between account holder name and bank account name
• Suspicious activity or potential fraud
• Technical issues with the payment processing system

If your withdrawal is declined, you will receive a notification explaining the reason. If you need further clarification, please contact our customer support team.

No, for security reasons and to comply with anti-money laundering regulations, withdrawals must be made to the same bank account that was used for deposits. This is known as the “return to source” policy and is a standard industry practice.

If you need to change your withdrawal bank account due to exceptional circumstances (such as closing your previous bank account), please contact our customer support with appropriate documentation.

X33 offers a variety of bonuses and promotions including:

• Welcome Bonus: For new players making their first deposit
• Reload Bonuses: Additional bonuses on subsequent deposits
• Free Spins: Complimentary spins on selected slot games
• Cashback Offers: Receive a percentage of your losses back
• Loyalty Rewards: Special bonuses for regular players
• VIP Program: Exclusive bonuses and perks for VIP members
• Special Promotions: Seasonal offers, tournaments, and event-based promotions

Visit our Promotions page for the latest offers available to you.

Wagering requirements (also called playthrough requirements) refer to the number of times you need to bet the bonus amount before you can withdraw any winnings from that bonus.

For example, if you receive a bonus of MYR 100 with a 30x wagering requirement, you would need to place bets totaling MYR 3,000 (100 × 30) before any winnings from the bonus become withdrawable.

Important notes about wagering requirements:

• Different games contribute differently to wagering requirements (e.g., slots usually contribute 100%, while table games might contribute less)
• Wagering requirements must be completed within the specified time frame (usually 30 days)
• Maximum bet restrictions may apply while wagering a bonus
• The specific wagering requirements for each bonus are clearly stated in the bonus terms and conditions

Claiming a bonus at X33 is straightforward:

1. Log in to your X33 account
2. Visit the Promotions or Bonuses section
3. Select the bonus you wish to claim
4. Read and accept the bonus terms and conditions
5. Make a qualifying deposit if required
6. Enter a bonus code if prompted
7. Click on “Claim Bonus” or follow the specific instructions provided

Some bonuses are credited automatically when you make a qualifying deposit, while others require manual activation. If you encounter any issues claiming a bonus, our customer support team is available to assist you 24/7.

Bonus funds themselves are not directly withdrawable. To withdraw any winnings from a bonus, you must first meet the wagering requirements specified in the bonus terms and conditions.

Once you have fulfilled the wagering requirements, any winnings generated from the bonus will be transferred to your real money balance and become available for withdrawal.

Please note that if you request a withdrawal before completing the wagering requirements, your bonus funds and any associated winnings may be forfeited as per the bonus terms and conditions.

There are several reasons why you might not be able to see or claim a specific promotion:

• The promotion may have expired or been replaced with a new offer
• You might not meet the eligibility criteria for that particular promotion
• You may have already claimed the promotion (one-time offers)
• The promotion might be targeted to specific players or account types
• Your account might have restrictions due to previous bonus abuse or policy violations
• Technical issues might be affecting the display of certain promotions

If you believe you should be eligible for a promotion that isn’t showing in your account, please contact our customer support for clarification.

X33 offers a comprehensive selection of casino games and betting options:

• Slots: Classic slots, video slots, jackpot slots, and themed slots from top providers
• Live Casino: Live dealer games including Baccarat, Blackjack, Roulette, Sic Bo, and Dragon Tiger
• Table Games: Digital versions of popular casino table games
• Sports Betting: Pre-match and live betting on a wide range of sports
• E-sports: Betting on popular e-sports tournaments and matches
• 4D Lottery: Traditional number betting with draws from Malaysia, Singapore, and Hong Kong
• Fishing Games: Interactive arcade-style fishing games

Our game library is constantly updated with new releases to ensure a fresh and exciting gaming experience.

Yes, X33 is fully optimized for mobile play. You can access our platform through your smartphone or tablet’s web browser without needing to download any additional apps. Our mobile site is compatible with iOS and Android devices and offers the same features as the desktop version, including:

• Full access to all games and betting options
• Secure deposits and withdrawals
• Account management features
• Claiming bonuses and promotions
• Live chat customer support

The mobile interface is responsive and adjusts to different screen sizes for an optimal gaming experience on any device.

Yes, all games at X33 are fair and random. We ensure this through several measures:

• All our digital games use Random Number Generators (RNGs) to determine outcomes
• Our live casino games are hosted by professional dealers in regulated studios
• We partner with reputable and licensed game providers who are regularly audited
• Game Return to Player (RTP) percentages are transparent and available to players
• We undergo regular independent testing and certification

We are committed to providing a fair gaming environment and adhere to strict industry standards and regulations to maintain the integrity of all our games.

RTP (Return to Player) is a percentage that indicates the average amount of money that will be returned to players over time. For example, a game with 96% RTP will, on average, pay back 96 units for every 100 units wagered.

Important points about RTP:

• RTP is calculated over millions of game rounds, not individual sessions
• In the short term, your actual returns may be higher or lower due to volatility
• Higher RTP games generally offer better long-term value
• RTP is not the same as hit frequency (how often a game pays out)
• Different games have different RTP percentages (typically ranging from 92% to 98%)

You can usually find the RTP information in the game rules or information section of each game.

If you experience a disconnection during gameplay, our system handles it as follows:

• Slots and RNG Games: The game result is always determined at the server level. If you disconnect, the game round will complete automatically, and any winnings will be credited to your account.
• Live Casino Games: If you disconnect during a live casino game, any bets already placed will remain active. If you win, your winnings will be credited to your account.
• Sports Betting: Once a bet is confirmed, it remains valid regardless of any subsequent disconnection.

When you reconnect, you can check your game history or balance to see the outcome of any interrupted game rounds. If you experience any issues with missing funds after a disconnection, please contact our customer support with details of the incident.

If you’re having trouble logging in, try these troubleshooting steps:

1. Check that you’re entering the correct username and password
2. Ensure Caps Lock is not enabled on your keyboard
3. Clear your browser cache and cookies
4. Try using a different browser or device
5. Ensure you have a stable internet connection
6. Check if the website is under maintenance (check our social media for announcements)

If you still can’t log in after trying these steps:

• Use the “Forgot Password” feature to reset your password
• Contact our customer support via live chat, WhatsApp, or email with details of the issue

Note: Your account may be temporarily locked after multiple failed login attempts for security reasons. In this case, wait 30 minutes before trying again or contact support.

If games are slow or not loading, try these solutions:

1. Check your internet connection: Run a speed test to ensure you have a stable connection with adequate bandwidth.
2. Close other applications: Background applications and downloads can consume bandwidth and processing power.
3. Clear browser cache: Go to your browser settings and clear cache, cookies, and browsing history.
4. Update your browser: Make sure you’re using the latest version of Chrome, Firefox, Safari, or Edge.
5. Disable browser extensions: Some ad-blockers or VPNs may interfere with game loading.
6. Try a different device: If possible, test on another device to determine if the issue is device-specific.

If you’ve tried all these steps and still experience issues, please contact our customer support with details about your device, browser, internet connection, and the specific games affected.

X33 is designed to be compatible with most modern devices and browsers. For optimal performance, we recommend:

Desktop/Laptop:

• Browsers: Google Chrome, Mozilla Firefox, Safari, Microsoft Edge (latest versions)
• Operating Systems: Windows 10/11, macOS 10.13 or later
• Minimum Specifications: 4GB RAM, processor 2GHz or faster, stable internet connection (min 5Mbps)

Mobile Devices:

• iOS Devices: iPhone 6S or later, iPad 5th generation or later, running iOS 13 or newer
• Android Devices: Running Android 7.0 (Nougat) or newer
• Browsers: Safari (iOS), Chrome (Android)

While X33 may work on older devices and browsers, you might experience reduced performance or compatibility issues with certain games.

No, you do not need to download any software to play at X33. Our platform is entirely web-based, allowing you to play directly through your web browser on both desktop and mobile devices.

This offers several advantages:

• No installation required, saving storage space on your device
• Instant access to games from any device with an internet connection
• Automatic updates ensuring you always have the latest version
• Reduced security risks associated with downloadable software

Simply visit the X33 website, log in to your account, and you can start playing immediately. For mobile users, you can add our site to your home screen for quick access, similar to an app experience.

If you’re having difficulty accessing X33 in your region, please first ensure that online gambling is legal in your jurisdiction. X33 operates in compliance with applicable laws and regulations, and we do not encourage accessing our services from restricted territories.

If you believe the site is being incorrectly blocked in your area where online gambling is permitted, you may try the following:

• Check if you can access our alternate domains (contact customer support for information)
• Ensure your internet service provider is not blocking access
• Try accessing the site from a different network
• Clear your browser cache and cookies

Please note that using VPNs or other circumvention tools to access X33 from restricted jurisdictions is against our Terms and Conditions and may result in account closure.

At X33, we take the security of your personal and financial information very seriously. We implement multiple layers of protection:

• 128-bit SSL Encryption: All data transmitted between your device and our servers is encrypted using industry-standard SSL technology
• Secure Data Storage: Your information is stored in secure, encrypted databases with restricted access
• PCI Compliance: We adhere to Payment Card Industry Data Security Standards for handling payment information
• Firewall Protection: Advanced firewall systems protect our servers from unauthorized access
• Regular Security Audits: We conduct routine security assessments to identify and address potential vulnerabilities
• Privacy Controls: We have strict internal policies regarding who can access customer information

We never store complete credit card details on our servers. Our security measures are regularly updated to address emerging threats and maintain the highest level of protection for our users.

Account verification is required for several important reasons:

• Legal Compliance: We must adhere to anti-money laundering (AML) and know your customer (KYC) regulations
• Age Verification: To ensure all players are of legal gambling age
• Fraud Prevention: To protect against identity theft and fraudulent activities
• Account Security: To ensure only the rightful owner can access and withdraw funds from the account
• Responsible Gambling: To maintain integrity in the gambling industry and promote responsible practices

Verification typically involves providing documentation that confirms your identity, age, address, and payment methods. Once verified, you’ll have smoother withdrawals and enhanced account security.

For account verification, you’ll typically need to provide the following documents:

1. Proof of Identity: A valid government-issued photo ID such as:
   • Passport
   • National ID card
   • Driver’s license
2. Proof of Address: A recent document (less than 3 months old) showing your name and current address, such as:
   • Utility bill (electricity, water, gas)
   • Bank statement
   • Official government letter
3. Proof of Payment Method: Documentation showing you are the owner of the payment method used, such as:
   • Credit/debit card (showing only the last 4 digits, with other details covered)
   • Screenshot of e-wallet account
   • Bank statement showing account details

All documents must be clear, legible, and show all four corners. Digital photos or scans are accepted, but we do not accept edited or modified images.

Two-Factor Authentication (2FA) adds an extra layer of security to your account. To enable 2FA on your X33 account:

1. Log in to your X33 account
2. Go to “Account Settings” or “Security Settings”
3. Find the “Two-Factor Authentication” section
4. Select “Enable 2FA”
5. Choose your preferred 2FA method (SMS or Authenticator App)
6. Follow the on-screen instructions to complete the setup

For SMS verification: Enter your phone number, receive a verification code, and enter it to confirm.

For Authenticator App: Scan the QR code with Google Authenticator, Microsoft Authenticator, or similar apps, then enter the generated code to confirm.

Once enabled, you’ll need to provide the 2FA code along with your password when logging in. We strongly recommend enabling 2FA for optimal account security.

If you suspect someone has gained unauthorized access to your account, take these immediate steps:

1. Change your password immediately if you can still access your account
2. Contact our customer support team right away via live chat, email, or phone
3. Report any unauthorized transactions with details of the date, time, and nature of the activity
4. Enable Two-Factor Authentication (2FA) if not already activated
5. Check your email account security as this may have been compromised as well
6. Scan your device for malware or viruses

Our security team will investigate the issue and take appropriate measures to secure your account. We may temporarily freeze your account during this process to prevent any further unauthorized activities.

Remember to always use a strong, unique password for your X33 account and never share your login credentials with anyone.

X33 is committed to promoting responsible gambling and offers several tools to help you maintain control:

• Deposit Limits: Set daily, weekly, or monthly limits on how much you can deposit
• Loss Limits: Control the maximum amount you can lose in a given period
• Session Time Reminders: Receive notifications about how long you’ve been playing
• Reality Checks: Regular pop-up reminders showing your playing time and net wins/losses
• Temporary Time-Out: Take a short break from gambling for 24 hours, 7 days, or 30 days
• Self-Exclusion: Block access to your account for 6 months or longer
• Account History: Access detailed records of your gambling activity and spending

To access these tools, visit the Responsible Gambling section in your account settings. Our customer support team is also available to assist you with setting up any of these features.

Setting deposit limits on your X33 account is easy:

1. Log in to your X33 account
2. Go to “Account Settings” or “Responsible Gambling”
3. Select “Deposit Limits”
4. Choose the type of limit you want to set (daily, weekly, or monthly)
5. Enter your desired maximum amount
6. Confirm your selection

Important notes about deposit limits:

• Requests to decrease limits take effect immediately
• Requests to increase or remove limits are subject to a 24-hour cooling-off period
• You can have multiple limit types active simultaneously (e.g., both daily and monthly limits)
• Once you reach your limit, you cannot deposit more until the time period resets

If you need assistance setting up deposit limits, our customer support team is available 24/7 to help.

If you feel you need to take a longer break from gambling, you can self-exclude from X33 by following these steps:

1. Log in to your X33 account
2. Go to “Account Settings” or “Responsible Gambling”
3. Select “Self-Exclusion”
4. Choose your desired exclusion period (6 months, 1 year, 5 years, or permanent)
5. Read and accept the terms of self-exclusion
6. Confirm your decision

Once your self-exclusion is activated:

• You will be unable to log in to your account during the selected period
• You cannot cancel or shorten the self-exclusion period once it’s set
• Any funds in your account will be returned to you
• We will remove you from all marketing communications
• We will take reasonable steps to prevent you from opening new accounts

If you’re unable to complete this process online, please contact our customer support team, who can assist you with self-exclusion.

It’s important to be aware of potential signs of problem gambling. These may include:

• Spending more time or money on gambling than you can afford
• Chasing losses by trying to win back money you’ve lost
• Borrowing money or selling possessions to fund gambling
• Lying to friends or family about your gambling habits
• Gambling to escape problems or relieve feelings of anxiety or depression
• Neglecting work, education, or family responsibilities due to gambling
• Feeling irritable or restless when trying to cut down on gambling
• Making unsuccessful attempts to control, cut back, or stop gambling
• Gambling with increasing amounts of money to achieve the desired excitement
• Jeopardizing relationships, job opportunities, or education because of gambling

If you recognize any of these signs in yourself or someone you know, we encourage you to seek help. There are many organizations that provide free and confidential support for gambling-related issues.

If you’re concerned about your gambling habits or those of someone close to you, there are several resources available for support:

Malaysia-Specific Resources:

• Gamblers Rehab Centre Malaysia – Provides counseling and support for problem gamblers
• Malaysian Mental Health Association – Offers general mental health support
• Befrienders Malaysia – 24-hour emotional support helpline

International Resources:

• GamCare – Provides information, advice, and support for anyone affected by gambling problems
• Gamblers Anonymous – Offers support groups worldwide based on a 12-step recovery program
• BeGambleAware – Provides resources and tools for responsible gambling

X33 is committed to promoting responsible gambling. Our customer support team can also provide information about responsible gambling tools and resources if you need assistance.