FAQ online138 – Answers to All Your Questions

No. Each individual is only permitted to have one active account at online138. Holding multiple accounts violates our terms of use and may result in all associated accounts being permanently suspended. If you have an old inactive account or have forgotten your login details, contact our customer support to get help recovering your original account.

For the identity verification process (KYC), you will need to provide clear images of your MyKad (front and back) or a valid Malaysian passport. In some cases, proof of address such as a utility bill or the last three months' bank statements may be requested. All documents are submitted digitally through the platform and stored with SSL encryption. The KYC verification process is typically completed within 1 to 24 business hours.

You can play and make deposits before KYC is complete, but with lower daily transaction limits. KYC must be completed before you can make your first withdrawal or enjoy full transaction limits. We encourage new members to complete KYC early so that the first withdrawal process goes smoothly without any delays.

Your username cannot be changed once the account has been created. However, other details such as phone number, email, and bank information can be updated via the "Profile Settings" section in your account. Some changes may require additional identity verification. Contact customer support if you need assistance updating your account information.

Click the "Forgot password?" link on the Login. Enter the phone number or email address registered to your account. An OTP code will be sent to you for verification, and once confirmed, you can set a new password. This process typically completes in under 5 minutes. If you do not receive the OTP, contact our customer support via live chat.

The minimum age to register and use the online138 platform is 18 years old. This is an absolute requirement with no exceptions. All members must verify their age through the KYC process using official identification documents. Any account found to have been registered by an underage individual will be closed immediately and the balance returned in accordance with established procedures.

Yes. You can request account closure or self-exclusion through the "Responsible Gaming" section in your account settings, or via customer support live chat. Before the account is closed, any remaining balance will be returned to the payment method you used. For more information on responsible gaming control tools, visit the Responsible Gaming our page.

online138 accepts a wide range of payment methods popular in Malaysia, including FPX Online Banking (all major banks), Touch 'n Go eWallet, MAE by Maybank, and direct bank transfers. All transactions are protected with 256-bit SSL encryption. Available methods may vary slightly with system updates, and the latest list can always be found in the Deposit section of your account.

Deposits via FPX and e-wallets are typically credited in under 30 seconds once payment is successful. In the rare case where a deposit takes more than 15 minutes, please contact customer support with proof of payment (a screenshot or transaction reference number) and our team will assist you promptly.

The minimum deposit is RM 30 for most payment methods. The maximum limit varies by payment method and your account level. Members who have completed full KYC enjoy higher deposit limits. The exact limit for each payment method is shown when you select a method in the Deposit section of your account.

Withdrawals to Malaysia bank accounts are typically processed within 5 to 15 minutes for fully verified accounts. Withdrawals exceeding certain limits may require an additional manual review, which can take up to 24 hours. Your first withdrawal may take slightly longer due to an initial review by our finance team to ensure transaction security.

A withdrawal may be rejected or delayed for several reasons: KYC not yet completed, bank account name does not match the online138 account name, bonus rollover requirements not met, or incomplete bank account details. Check all of these conditions first. If everything is in order but the withdrawal is still delayed, contact customer support with your withdrawal request reference number.

online138 does not charge processing fees for deposits made using supported methods. Withdrawals are also fee-free for most standard methods. However, your own bank may impose separate transfer charges that are beyond our control. Please check with your bank for more information on any fees that may apply on their end.

No. For security and financial regulatory compliance, withdrawals can only be made to a bank account registered in your own name — the same name used when registering your online138 account. This is a protective measure against fraud and money laundering that our platform takes seriously.

A withdrawal can only be cancelled if the request is still in "pending processing" status. Once a withdrawal is in "processing" or "completed" status, it can no longer be cancelled. To cancel a request that is still pending, go to the "Transaction Records" section in your account and look for the cancel option, or contact customer support immediately.

New online138 members are eligible for a welcome bonus of up to 150% on their first deposit in the slots and casino categories. For sports betting fans, there is a separate 100% bonus on the first deposit. Claim these bonuses from the Promotions section in your account before making your first deposit. The full list of active promotions can be found on the Promotions our page.

Rollover or wagering requirements refer to the amount you need to wager before bonus funds can be converted into withdrawable cash. For example, if the rollover is 20x and you receive a RM 100 bonus, you need to place a total of RM 2,000 in bets before the bonus funds are eligible for withdrawal. Rollover requirements vary by bonus type and are clearly stated in the terms of each promotion.

Generally, only one active bonus can be held at a time per game category. However, some bonuses can be combined — for example, a casino bonus and a sports bonus can be active simultaneously as they belong to different categories. Check the terms of each promotion for details on bonus combining. Our support team can also help clarify which bonuses can be used together.

Cashback is a reward given to members based on net losses within a set period. online138 offers a daily cashback of 10% calculated on your total net losses for the day. Cashback funds are automatically credited to your account on the next business day with no strict rollover requirements. This means cashback can be used to play or withdrawn subject to the minimum limit set.

Bonus validity periods vary by promotion type. Welcome bonuses are typically valid for 7 to 14 days after being credited. Weekly reload bonuses must be used within 7 days. Daily cashback must be used or it will expire within 24 hours. All validity period details are stated in the terms of each promotion. Unused bonuses that expire within the validity period will be automatically deducted from your account.

During the registration process on the Register, there is a "Referral Code" field for you to fill in. Enter the referral code provided by the friend who invited you to join the platform. This code grants additional benefits to you as a new member, and the friend who referred you will also receive a reward once you start playing actively. The referral code must be entered during registration and cannot be added afterwards.

Bonuses are not credited automatically unless you first select and claim the bonus from the Promotions section before making a deposit. If you make a deposit without claiming a bonus, that deposit is not eligible for any retroactive bonus. Always make sure to visit the Promotions, select your preferred bonus, and follow the claim instructions before each deposit to ensure you receive the full benefit.

online138 offers more than 1,200 games including video slots, classic table games (blackjack, roulette, baccarat, poker), live casino with real dealers, fast games, and sports betting. All games are provided by world-leading software providers including Evolution Gaming, Playtech, Pragmatic Play, and more. The game collection is constantly updated with the latest titles.

A standard casino uses RNG (Random Number Generator) software to determine game outcomes digitally. Live Casino, on the other hand, features real human dealers streamed live via video in real time from a professional studio. You can watch every dealer action, interact via live chat, and enjoy an authentic casino experience from anywhere in Malaysia without going anywhere. Visit the Live Casino for the full experience.

Yes. All slot and table games use RNG (Random Number Generator) technology that is certified and audited by independent third parties. This ensures every spin or hand is completely random and cannot be manipulated by anyone. Live casino games use real physical equipment monitored by multi-angle cameras. The RTP (Return to Player) value for each slot is available in the game information.

Yes. Most slot games at online138 have a demo or practice mode that can be played for free using virtual credits without making any deposit. This is the best way to familiarise yourself with game mechanics, bonus features, and RTP before you start betting with real money. Please note that wins in demo mode cannot be withdrawn.

Based on our game data, the most popular slots among Malaysia members include Asia-themed slots such as Dragon Tiger, progressive jackpot slots, and slots with exciting bonus features. Live Casino baccarat is also extremely popular for its simplicity and high return rate. You can view the list of trending games in our Casino section on the Casino.

Betting limits vary by game type. Slots typically start from as low as RM 0.20 per spin up to hundreds of ringgit. Live Casino table games have higher limits, generally ranging from RM 5 to RM 5,000 per hand depending on the table you choose. VIP tables offer higher limits for premium members. Exact limits are displayed in each game's interface before you start playing.

If your internet connection drops during a game, our system will automatically save your game state. When you log back in, you can continue from where you left off. For any bets that were in progress during the disruption, results will be settled based on our server data, which is always in sync. If you have any dispute about the game outcome, contact support with the time and game type for review.

Go to the Download on our platform and select the Android version. You will need to download the APK file directly as our app is not available on the Google Play Store. Before installing, make sure you have enabled "Unknown Sources" or "Install Unknown Apps" in your Android security settings. Once downloaded, tap the APK file and follow the installation instructions. This process is safe and many of our members in Malaysia use it every day.

Yes, the online138 app for iOS (iPhone and iPad) is available for download from the Download our page. Follow the installation instructions provided for your iOS device. The installation process may vary slightly depending on your iOS version. If you encounter any issues during installation, a step-by-step guide is available on the Download page or you can contact customer support for immediate assistance.

Loading speed depends on several factors: your internet speed, phone model, and browser cache. For the best experience, use a stable WiFi or 4G/5G connection. Try clearing your browser cache (or app cache if using the app) and reload. Make sure your device is running the latest OS. For Live Casino games that use video streaming, a minimum connection speed of 4 Mbps is recommended for a smooth, uninterrupted experience.

The online138 platform is compatible with all modern web browsers including Google Chrome, Mozilla Firefox, Safari, Microsoft Edge, and Opera. We recommend using the latest version of Chrome or Firefox for the most optimal gaming experience. Older or outdated browser versions may experience display or performance issues. Keep your browser updated to the latest version for the best experience.

When a new app version is available, you will receive an in-app notification upon login. Tap the update link provided or go to the Download and download the latest APK version. Install it over the existing version and all your account settings will remain intact. We recommend always using the latest version as it contains the newest performance improvements and security features.

Yes, the official online138 app is completely safe. It uses 256-bit SSL encryption to protect all transmitted data and contains no malware or spyware. Make sure you only download the app from the Download our official page or sources verified by online138. Be wary of counterfeit apps using similar names or logos — only install from our official sources for your safety.

online138 uses 256-bit SSL encryption to protect all data transmitted between your device and our servers. Your personal data, including KYC information and banking details, is stored on secure servers with banking-grade encryption. We do not share your data with third parties without your consent except where required by law. For full information on how we handle your data, please read our Privacy Policy our page.

If you suspect unauthorized access, act immediately: change your password right away via the account settings or use the "Forgot Password" function. Contact customer support via live chat and inform them of the situation. Our team will help you review your account activity log and take additional security measures, including temporarily freezing your account if needed for investigation.

Two-factor authentication (2FA) is an extra security layer that requires two forms of verification to log in — your password (something you know) and an OTP code sent to your phone (something you have). Even if someone knows your password, they still cannot log in without access to your phone. We strongly recommend all members enable 2FA via the Security section in account settings.

No. The online138 customer support team will never ask for your account password under any circumstances. If you receive a message or call from someone claiming to be an online138 staff member asking for your password, PIN, or OTP code — that is a fraud attempt. Decline the request and report it to us immediately via the official live chat on our platform.

In accordance with legal requirements and financial regulations, we retain transaction records and account data for the minimum period prescribed by applicable law, typically between 5 and 7 years. This data is stored securely and accessed only by authorized personnel for legal compliance purposes. For full details, refer to the Privacy Policy our page.

We take all member complaints seriously. To submit a formal complaint, contact our support team via live chat and request to be connected with the Complaint Resolution department. Provide all relevant evidence such as screenshots, transaction reference numbers, and a detailed description of the issue you experienced. We are committed to resolving all complaints within 5 business days and will keep you updated throughout the investigation process.