Deposits & Withdrawals Guide

How the Cashier Works

Your account balance at citynow is held in MYR and is displayed using the RM symbol throughout the platform. The cashier is a unified interface where you can both add funds to your balance and request payouts of your winnings. It is important to understand that while deposits are processed to fund your play, withdrawals are treated as review requests. Our financial team audits each request to ensure all security and verification criteria are met before the transfer is initiated to your chosen payment method.

Payment Method Categories in Malaysia

How to Deposit

1. Log In: Access your citynow account using your official login credentials.
2. Open Cashier: Navigate to the cashier or "Deposit" section from your account menu.
3. Select Category: Choose from the available payment categories that suit your preference.
4. Enter Amount: Input the amount of RM you wish to deposit into your account balance.
5. Confirm Transaction: Complete the authorization within your payment app or the redirected secure page.
6. Verify Balance: Return to the platform to see your updated balance. If it does not update, please visit our Support Page.

Why Payment Methods Must Be in Your Own Name

This policy is a cornerstone of our security framework. To prevent fraud and protect against account takeover, we ensure that funds only move between the player and their own verified financial accounts. If you use a third-party account—such as a friend's or relative's—the payment will be rejected and returned to the source. Most importantly, mismatched names will lead to the immediate blocking of withdrawal requests, as we cannot verify the true ownership of the funds. This is not red tape, but a vital protection for your money.

How to Request a Withdrawal

1. Verify Identity: Ensure your account verification is complete to avoid any payout delays.
2. Check Bonuses: Close or settle any active bonus wagering requirements; see our Promotions page for details.
3. Open Cashier: Select the "Withdraw" option within the payment hub.
4. Choose Payout Method: Select a method that matches your original deposit source for the smoothest process.
5. Submit Request: Enter the amount you wish to withdraw and confirm the request.
6. Track Status: Monitor the progress of your request through your account transaction history.

Account Verification & First Payouts

Account verification, often referred to as KYC, is the process of confirming that you are who you say you are. Every regulated and trusted operator conducts this process to ensure a safe gaming environment and to prevent illegal activities. Rather than requiring verification for every single transaction, we request it once to establish a trusted relationship with the account holder.

Generally, you will be asked to provide an official photo ID, a recent document confirming your registered address, and proof that the payment method used belongs to you. To ensure a smooth experience, we strongly recommend uploading these documents before you make your first withdrawal request. When uploading, ensure the documents are well-lit, clear, and that all four corners of the page are visible. This prevents the need for re-submissions and ensures your first payout is processed without unnecessary friction.

Why a Withdrawal Might Be Delayed

While we strive for efficiency, certain factors can pause a payout. If your withdrawal is pending, it is likely due to one of the following:

• Pending Verification: Your documents may still be under review. Please ensure all uploads are clear.
• Active Bonus: You may have an active bonus with unmet wagering requirements. Check your Bonus balance.
• Detail Mismatch: The name on your payment method does not match your account name. Update your details or use a matching account.
• Incorrect Information: A typo in the account number or payment details. Please double-check your submitted info.
• External Checks: The recipient bank or provider may be performing their own security checks.

If you believe there is an error, contact our Support Team. Please have your account ID and transaction reference number ready for faster assistance.

How Currency and Amounts Are Displayed

All financial transactions and balances within citynow are handled in MYR, with the symbol RM used across the interface. In instances where your chosen payment method operates in a different currency, the conversion is handled by the payment provider. The final amount shown on the confirmation screen before you authorize the transaction is the active amount that will be deducted or credited. This ensures transparency regarding exactly how much is being moved at the moment of transaction.

Staying in Control of Your Budget

We are committed to your wellbeing. Within your account settings, you can find tools to set deposit limits. These limits allow you to cap the amount of money you can add to your account over a specific timeframe. Please be aware that for your protection, requests to decrease a limit usually take effect faster than requests to increase one.

We recommend deciding on your session budget before opening the cashier, rather than making impulsive deposits after a round. For more tools and advice on healthy gaming, please visit our Responsible Gaming page.

Protecting Your Funds and Account Security

Frequently Asked Questions