Frequently Asked Questions
All your questions about ax99 answered in one place
Whatever questions come to mind about bonuses, VIP benefits, deposits and withdrawals, support, and responsible gaming — all the answers are organized on this page.
ax99 is a trusted online betting and casino platform in Bangladesh. Whether you are a new player or a regular member, many questions naturally arise. On this page we have compiled the most frequently asked questions across five topics: the VIP program, limits and controls, bonus terms, deposit methods, and customer support. Every answer is given in plain language so you can quickly find what you need.
VIP Benefits
ax99 has four VIP levels in total: Bronze, Silver, Gold, and Platinum. The weekly cashback rate differs at each level. Bronze offers up to 0.2%, Silver up to 0.5%, Gold up to 0.8%, and the highest Platinum level offers up to 1.0% weekly cashback. The more actively you play, the more your VIP benefits grow.
VIP levels at ax99 are determined by your overall gaming activity and consistency. By playing regularly and staying active on the platform, you can gradually advance to higher levels. While no specific turnover amount is published, you can see your account's progress on the dashboard. For more details, contact the support team via live chat.
Every week, a set percentage of your net losses is added to your account as cashback. For example, if you are on the Gold level you get up to 0.8% cashback, and on the Platinum level up to 1.0%. Cashback is automatically credited at a set time each week — you do not need to claim it separately.
In addition to weekly cashback, VIP members may enjoy priority support, early access to special promotions, and a dedicated account manager. The higher the level, the greater the benefits. ax99 offers the most perks at the top Platinum level.
If you are not regularly active, your VIP level may be subject to re-evaluation in some cases. That is why it is important to keep gaming regularly and keep your account active on ax99. Contact the support team via live chat for details on the exact policy and your current level.
Limits & Controls
At ax99, the minimum deposit amount for every payment method — bKash, Nagad, Rocket, Upay, and bank transfer — is ৳500. Transactions below this amount are not permitted. The same limit applies to withdrawals — the minimum withdrawal is also ৳500.
Yes, ax99 places the highest importance on responsible gaming. If you feel you need a short break, you can contact the support team to activate a temporary cooling-off period on your account. During this time you will not be able to play games or make deposits, which helps control tendencies toward excessive play.
To self-exclude, email the support team at: [email protected]. Once your request is received, your account will be closed for a set period or permanently. This decision is entirely yours and ax99 respects it. You can find more details about responsible gaming on the responsible gaming page.
If you notice that you are playing beyond your budget, placing more bets to recover losses, losing focus on family or work, or are unable to stop gaming — these may be signs of problem gambling. In such a situation, it is important to take a break immediately and seek help.
ax99 always encourages responsible gaming. If you feel that gambling is having a negative impact on your life or the life of someone close to you, please seek professional advice. In Bangladesh, help is available from mental health specialists and psychologists. Necessary guidance is also available on ax99's responsible gaming page.
Bonus Terms
No, the welcome bonus can only be received once per account. It is a first-deposit bonus, meaning it applies only when you deposit money into your ax99 account for the very first time. Attempting to claim the bonus by creating multiple accounts for the same person is a violation of the rules and may result in account suspension.
Wagering is calculated only on the bonus amount, not added together with the deposit amount. The wagering requirement for the welcome bonus at ax99 is 10 times. For example: if you deposit ৳1,000 you receive a ৳1,000 bonus; after placing a total of ৳10,000 in bets — which is 10 times that ৳1,000 bonus — the winnings from the bonus can be withdrawn.
Slot games are generally the most effective for completing wagering requirements. However, not all games contribute equally — some table games or live casino games may contribute partially or may be excluded. Check ax99's terms and conditions or ask the support team for the exact list.
When you deposit money at ax99 for the first time, the bonus is automatically added to your account. You will receive a 100% bonus on your deposit amount, up to a maximum of ৳8,000. For example, if you deposit ৳5,000 you receive a ৳5,000 bonus and your total balance becomes ৳10,000. If you deposit ৳8,000 or more, the bonus is always capped at ৳8,000.
Yes, it is possible to cancel a bonus. However, cancelling a bonus will also void any winnings earned with that bonus. To cancel a bonus, notify the support team via live chat or email. Some withdrawal restrictions may apply while a bonus is active.
How to Deposit
First, log in to your ax99 account and go to the deposit section. Select Nagad as the payment method. Enter the amount (minimum ৳500) and provide your Nagad number. Then open the Nagad app and confirm the payment. If completed correctly, the balance is usually updated within a few minutes.
First, wait a few minutes and refresh the page. If the money still does not appear, contact ax99 support with the transaction reference number or a screenshot — live chat provides the fastest resolution. Bank transfers may take a little longer to process.
ax99 currently supports five methods for deposits and withdrawals: bKash, Nagad, Rocket, Upay, and bank transfer. Various popular Bangladeshi banks — such as BRAC Bank, Dutch-Bangla Bank, and Islami Bank — can be used for bank transfer. The minimum transaction limit is ৳500 for all methods.
ax99 generally does not charge any additional platform fees on deposits and withdrawals. However, your mobile banking or mobile financial service provider's own transaction charges may apply — this is entirely that provider's own policy. Contact ax99 support for more details.
Approved withdrawals at ax99 are generally completed within 10 to 45 minutes. During peak hours or for bank transfers, it may take a little longer. Before requesting a withdrawal, make sure the bonus wagering requirement is fully met, otherwise the request may be held up.
Support Questions
Before speaking with the support team, keep the following information on hand: your registered email address or username, a brief description of the issue, the relevant transaction reference number or screenshot, and the approximate time when the issue occurred. Having this information makes the resolution much faster.
Yes, ax99 customer support is available seven days a week, 24 hours a day (24/7). The service does not shut down on public holidays. You can connect directly via live chat at any time or send a message by email.
Absolutely. ax99's support team is able to assist in both Bengali and English. Players from Bangladesh can comfortably describe their issues in Bengali. You can also contact in English — the choice is entirely up to you.
ax99 has two support channels. First, live chat — this is the fastest channel and is available 24/7. Second, email — you can send a detailed description of your issue to [email protected]. For urgent matters, live chat is the convenient option, while email works better for complex issues.
For any issues related to account verification or KYC, contact ax99 support directly. Share the required document details via live chat or at [email protected]. The support team will help you complete the process step by step.
Need help?
Contact support right now
If you did not find the answer to your question on this page, speak directly with the ax99 support team through any of the channels below. We are always here for you.
Live Chat
24/7 instant help — in both Bengali and English. Log in to the site and start chatting.
Email Support
For detailed questions, write to: [email protected] — you will receive a reply as soon as possible.