citynow
citynow Help Center - Account & Game Support Malaysia
Last updated: September 10, 2026Welcome to our central help hub. This page provides direct answers regarding your account, financial transactions, game fairness, and security. To ensure accuracy, please remember that all specific transaction limits, processing times, and bonus requirements are displayed within your personal account area. Use the sections below to find the guidance you need.
Create AccountAccount & Registration
Everything you need to know about managing your profile and accessing the platform.
How do I create an account?
To get started, navigate to the Register page and fill in the required details. You will need to provide a valid username, password, and contact information. Ensure all details are accurate to avoid issues with future withdrawals. Once the form is submitted, you can use your credentials to access the platform.
Why can't I log in?
Login issues are usually caused by incorrect credentials or an inactive account. Please double-check your username and password for typos. If you have forgotten your details, use the recovery tool on the Login page to regain access to your profile.
Can I have more than one account?
No, our terms permit only one account per person, household, and IP address. Creating multiple accounts to exploit promotions or bypass limits is strictly prohibited. If duplicate accounts are detected, we may suspend all associated profiles to maintain a fair environment for all players.
How do I change my account details?
Certain profile details can be updated directly within your account settings. However, sensitive information such as your registered name or verified phone number may require a request through our support team to ensure account security and prevent unauthorized changes.
Deposits
Guidance on adding funds to your balance using local payment methods.
How do I make a deposit?
Visit the Payments section in your account and select your preferred payment method. Follow the on-screen instructions to complete the transfer. The specific minimum and maximum amounts allowed for each method are listed clearly in the cashier before you confirm the transaction.
Can someone else deposit for me?
No. All deposits must be made using a payment account held in the same name as the registered platform account. Deposits from third-party accounts are rejected to prevent fraud and comply with financial regulations. Please ensure the name on your payment method matches your profile.
Which payment method categories are available?
We support a variety of local options, including e-wallets and bank transfers common in Malaysia. You can view the full list of currently active payment methods and their specific requirements by visiting the cashier area after logging in.
What currency is my balance held in?
All balances and transactions on our platform are processed in MYR (RM). If you deposit using a different currency, the amount will be converted based on the current exchange rate provided by the payment processor at the time of the transaction.
Withdrawals & Verification
Information on how to request your winnings and the verification process.
How do I withdraw my winnings?
Navigate to the Payments page and select the withdrawal option. Choose your preferred method and enter the amount you wish to cash out. Please ensure you have met any wagering requirements associated with active bonuses before requesting a withdrawal.
Why do I need to verify my identity?
Verification is a mandatory security step used to prevent identity theft and ensure that winnings are paid to the rightful account holder. This process helps us maintain a secure environment and comply with legal standards regarding real-money gaming.
What documents are usually needed?
Generally, you will be asked to provide a clear copy of a government-issued ID and a proof of address. The exact list of required documents and the upload process are detailed in your account verification center.
Can I withdraw to a different method than I deposited with?
For security reasons, withdrawals are typically processed back to the original payment method used for the deposit. If that method is no longer available, you must contact support to provide alternative verification before a different method is approved.
Bonuses & Promotions
Understanding how our offers work and how to use them.
How do I claim a promotion?
Visit the Promotions page to browse available offers. Depending on the promotion, you may need to enter a code, make a qualifying deposit, or opt-in via your account settings. Always read the specific terms of the offer before claiming.
What does wagering mean?
Wagering refers to the requirement to play through a bonus amount a certain number of times before it can be converted into withdrawable cash. The specific multiplier for each offer is clearly stated in the terms and conditions of that promotion.
Where do I see the conditions of an offer?
Full details for every bonus, including expiration dates and game restrictions, are found on the Promotions page and within the specific offer's terms and conditions section in your account.
Can I hold two offers at once?
Typically, only one active promotion can be utilized at a time. If you claim a new bonus while another is active, the previous bonus and its associated winnings may be forfeited. Check the promotion rules for any exceptions.
Mobile & App
How to enjoy our games on your smartphone or tablet.
Can I play on my phone?
Yes, our platform is fully optimized for mobile browsers. You can access all games and account features simply by visiting our website on your mobile device. For a more integrated experience, you may also consider the Download App option.
How do I install the app?
Visit the Download App page and follow the installation guide provided. Since we are a gaming platform, you may need to enable "Install from Unknown Sources" in your device settings to complete the setup.
Is the app account the same as the website account?
Yes, your account is centralized. You can use the same login credentials across the website and the mobile app. Your balance, bonuses, and game history will synchronize in real-time across all platforms.
How do I update the app?
Updates are usually prompted within the app itself. If not, you can return to the Download App page to get the most recent version of the software to ensure you have the latest features and security patches.
Responsible Gambling
Tools and resources to help you keep your gaming experience healthy.
How do I set a deposit limit?
You can manage your spending by setting limits within the Responsible Gaming section of your account. You can choose daily, weekly, or monthly caps to help you stay within your budget.
What is self-exclusion?
Self-exclusion is a tool that allows you to completely block access to your account for a set period of time. This is a serious measure for players who feel they can no longer gamble responsibly. Once activated, the account cannot be reopened until the period expires.
How do I know my play is becoming a problem?
Warning signs include spending money intended for living expenses, chasing losses, or feeling distressed when not playing. If you recognize these patterns, we strongly encourage you to visit our Responsible Gaming page for support and external resources.
Where can I find help?
In addition to our internal tools, there are professional organizations dedicated to gambling support. We provide links to these external services on our Responsible Gaming page to ensure you have access to expert guidance.
Still need help?
If your question wasn't answered here, our support team is ready to assist. To help us resolve your issue quickly, please have your username and a description of the problem ready. If it concerns a payment, please include the transaction date and method. For your security, never share your password with anyone, including our staff.
Contact SupportWe are committed to providing a transparent and reliable environment for all our players in Malaysia.