How do I deposit to my main account?

Depending on your registered country and currency, funds may be deposited into your main account using the following methods:

• Local Bank Transfer (Internet Banking, SMS Mobile Banking, Bank Plus, VN iBanking, ATM, Over Counter)
  VND: 100,000 - 200,000,000
  THB: 30 - 200,000
• Thai Direct
  THB: 500 - 45,000

Depositing funds by Local Bank Transfer (Internet Banking, SMS Mobile Banking, ATM, Over Counter)

After you login to your V9BET account, simply click on [Banking] then click [Deposit] button, followed by the Payment Option which you would like to use.

• For Internet Banking and SMS Mobile Banking option:
  Choose our supported banks from the list and fill in deposit amount Transfer fund to the specified banking account that we provide. Please note that the V9BET bank account detail in Step 2 is randomly generated by the system and may be different for each transaction. Complete Step 2 by providing your personal bank account details and hit [Click Here To Deposit].
• For ATM and Over Counter option:
  Please choose "Not Yet, I Want to Get Bank Account Details to Make Deposit" in order to get our updated bank account details then proceed to ATM machine or Bank Counter to make transfer. Once transfer is made, please come back to this page and choose "Yes, I Want to Submit a Deposit Transaction" (please do not complete this step if you have not made any transfer to us) Choose the bank which you already transfer fund to Complete Step 2 by providing your personal bank account details and hit [Click Here To Deposit]. Note: we do not accept funds from a third party account.

Depositing funds by Thai Direct

This deposit method is exclusively for Thai clients using internet banking method. All transactions will be real-time. Procedures to deposit using ThaiDirect method: After logging in to your V9BET account, choose [Deposit] from the top menu. Choose [ThaiDirect] payment option, select the Bank and enter the amount you wish to deposit and click on 'Submit' button. You will be directed to another page. Please select your depositing bank or e-payment partners from the list and follow the instructions given. Once the request is verified and approved by your Bank, funds will be instantly deposited into your V9BET account. *Please disable the popup-blocker before transacting to avoid any disruption to your deposit request. If you encounter difficulties during the deposit process please contact us at cs@v9betth.com.

How long is the processing time for the deposit transaction via Local Bank Transfer (Internet Banking, SMS Mobile Banking, ATM, Over Counter)?

The processing time can be as fast as 15 minutes, as long as we have received the funds from the bank.

Can I deposit if I do not have any bank account?

You can still make deposit transactions with us without having any bank account. Please select 'Over Counter' as your payment option at Step 1 in our Deposit page. However, please note that all withdrawals from your V9BET account require a bank account registered in your name for the funds to be successfully paid out to you. Any deposit or withdrawal transaction done not in your registered name will not be allowed in all circumstances.

How can I check my deposit transaction records?

To check your deposit records, please login to your account and go to Statement > Deposit. Please note that you are only able to view transactions within the last 30 days only.

Can I deposit to my V9BET account with funds from third party(ies)?

No, any deposit using third party accounts is not allowed at V9BET. Full name of depositor must match your registered name at V9BET. We reserve the right to reject any third party(ies) deposit transactions or to request for verification documents from you and the depositor before the funds can be processed to be available in your V9BET account.

How many deposit transactions per day can I submit?

There is no limit to the number of deposit transactions into your V9BET account.

Can I make a deposit transaction over a bank counter?

Yes, you may make a deposit transaction over a bank counter. However please expect longer processing time for these transactions as there may be a delay in updating the bank statement. Please follow these steps: After you login to your V9BET account, simply click on [Deposit] button, and choose [Over Counter] payment option. Please choose "Not Yet, I Want to Get Bank Account Details to Make Deposit" to get our updated bank account details and then proceed to the ATM machine or Bank Counter to make transfer. Once the transfer is made, please come back to this page and choose "Yes, I Want to Submit a Deposit Transaction" (please do not complete this step if you have not made any transfer to us) Choose the bank which you already transferred the fund to Complete Step 2 by providing your personal bank account details and hit [Click Here To Deposit].

I got this error: "Bank account exist. Please try different bank account". What does it mean?

This happens when you have previously used the same bank account number at V9BET. Please contact us via live chat or email to cs@V9betvn.com and advise if you have registered more than one V9BET account or have had a previous V9BET account closed. You will also be required to provide us with details of such account(s).

Where can I Find My Transfer Reference/Payment Order Code?

This can be found in your Online bank statement after you complete transfer fund via Internet Banking.

Do I need to submit deposit receipt or bank statement to V9BET if I had transferred funds using Local Bank Transfer?

This is not mandatory but is recommended so that we can verify your transaction(s) and speed up the approval process on your transaction(s).

How many bank accounts can I use to deposit via Local Bank Transfer?

You can only use up to 3 bank accounts, provided that the bank account holder's name matches that of your registered name with V9BET. Please note that V9BET do not allow transactions made by a third party.

I transferred an amount that is different from my Bank transfer. What should I do?

Please contact our customer service officer via live chat or email to cs@v9bet.com and provide your V9BET ID, time and date of the transfer and the deposit ID, together with your receipt of payment.

What is VN-iBanking?

VN iBanking is a new transfer method via 3rd party providers. With this method you do not need bank account number to transfer but still received the amount at V9BET quickly and automatically.

How can I make transfer via VN-iBanking?

Simply use the internet banking services such as: Vietcombank, Sacombank, Dong A etc.

Steps to transfer via VN-iBanking

After you login to your V9BET account, simply click on [Banking/Deposit] button from the top menu. Choose [Vn-Ibanking] payment option, select the Bank and enter the amount you wish to deposit and click on 'Submit' button. You will be directed to another page. Please input your username and password of your internet banking and follow the instructions given. Once the OTP is verified and approved by your Bank, funds will be instantly deposited into your V9BET account. *Please disable the popup-blocker before transacting to avoid any disruption to your deposit request. If you encounter difficulties during the deposit process please contact our Customer Service.

I made the transfer as per the instruction, funds have not been deposited into my V9BET account, why is the transaction only on "processing"?

Please check if your balance in your bank account has been deducted. If your money has not been deducted, it means that you have not successfully completed the deposit transaction. Please review the "Steps to transfer via VN-Ibanking" or you can contact our Customer Service for further assistance.

I clicked on "Submit" button, but it's showed nothing

*Please disable the popup-blocker before transacting to avoid any disruption to your deposit request. If you encounter difficulties during the deposit process please contact our Customer Service

I made the transfer as per the instruction, there is no OTP appears!

Please check if your internet banking is working normally or not. Alternatively you may contact your bank to check whether the bank is undergoing maintenance or not.

Why is it showing "this site can't be reached" when I tried to access your website?

Please contact our Customer Service immediately for assistance

Does V9BET retain my bank information?

V9BET will not get your bank information. The screen you input information during your deposit process belongs to third party providers and they are associated with major banks in Vietnam. Therefore you can rest assured that your bank information is completely confidential

How do I withdraw from my V9BET account?

Depending on your registered country and currency, you can withdraw funds from your V9BET main account using the following methods:

• Local Bank Transfer
  VND: 100,000 - 200,000,000
  THB: 250 - 200,000

What are the rules for withdrawal?

Your security is important to us. You may be required to provide us with a copy of personal documents such as identification documents (driving license or passport), credit/debit card used, bank/card statement for verification before funds are paid out to you. The payee name entered for withdrawal must match your registered name in your V9BET account.

Withdrawing funds by Local Bank Transfer

After logging in V9BET account., choose [Banking] then click [Withdrawal] from the top menu and click on the [Local Bank Transfer] icon. Select the bank account number, enter the required information in the withdrawal form and click [Click Here To Withdraw]. Please take note that you can only withdraw the balance in your V9BET main account. The funds will be credited into your bank account once the request is verified by our Payment Services team. Verification by our Payment Services team and relevant department will require at least one working day.

How long is the processing time for the withdrawal transaction via Local Bank Transfer?

Verification by our Payment Services team and relevant department will require at least one working day. Once this is approved, you will get the funds within an (1) hour.

How many bank accounts can I use to withdraw via Local Bank Transfer?

You can only use up to 3 bank accounts, provided that the bank account holder's name matches that of your registered name with V9BET.

Can I withdraw via Local Bank Transfer if I do not have any bank account?

You need to have a bank account registered in your own name to withdraw via this method.

I got this error: "Bank account exist. Please try different bank account". What does it mean?

This happens when you have previously used the same bank account number at V9BET. Please contact us via live chat or email to cs@V9bet.com and advise if you have registered more than one V9BET account or have had a previous V9BET account closed. You will also be required to provide us with details of such account(s).

How can I check my withdrawal transaction records?

To check your withdrawal records, login to your account and go to Statement > Withdrawal. Please note that you are only able to view transactions within the last 30 days only.

How many withdrawal transactions per day can I submit?

You can only submit up to 10 withdrawal transactions from your V9BET account per day, as long as the previous transaction has been processed completely (Approved/ Rejected).

Can I cancel my withdrawal request?

Check first the status of your withdrawal request by going to Statement/ Withdrawal
For Pending: Simply click the cancel button
For Processing and Approved: Transaction cannot be cancelled

What is the turn over requirement to withdraw fund from V9BET accounts?

Your entire deposited amount must be rolled over at least once before they can be withdrawn. If you have received our bonus from any promotion, the bonus is subject to further rollover requirements as stated in the respective promotion terms and conditions.

How to check turnover for my withdrawal?

Please contact the Customer Service using your preferred channel.

What are HongKong, Euro, Malay and Indo odds types?

Hong Kong Odds
These odds tell you what your profit will be upon winning for each unit staked. For HongKong odds, only the win amount is referenced in the odds.
E.g. Manchester United @ -0.5 Handicap (Odds = 0.88) will offer winning of 88 for every 100 staked.

Euro Decimal Odds
The odds represent how much you will be returned for each 1 unit staked. If your bet is the winining one, the return will include both stake and winning amount.
E.g. Manchester United @ -0.5 Handicap (Odds = 1.88) will offer a return of 188 for every 100 staked.

Malay Odds
The values displayed for Malay Odds can be either positive or negative. Negative odds will display the minus (-) symbol.
Note: The balance deducted in your account after bet placement will be the Malay Odds stated with the Bet Receipt and not the stake value. Example, if odds were -0.59 and a staked value was 100, 59 will be deducted from account balance.
• Positive Odds: Works the same as Hong Kong Odds mentioned above. These odds tell you what your profit will be upon winning for each unit staked.
E.g. Manchester United @ -0.5 Handicap (Odds = 1.07) will offer winnings of 107 for every 100 that is staked.
• Negative Odds: this is how much you will need to stake to win 1.
E.g. Manchester United @ -0.5 Handicap (Odds = -0.59) will mean that to win 100, 59 will need to be staked.

Indo Odds
The values displayed for Indo Odds can be either positive or negative. Only negative odds will display the minus (-) symbol.
Note: The balance deducted after bet placement will be related to the Indo Odds stated within the Bet Receipt and not the stake value. Example, if odds were -1.19 and a staked value was 100, 119 will be deducted from account balance.
• Positive Odds: Works the same as Hong Kong Odds mentioned above. These odds tell you what your profit will be upon winning for each unit staked.
E.g. Manchester United @ -0.5 Handicap (Odds = 1.07) will offer winnings of 107 for every 100 that is staked.
• Negative Odds: this is how much you will need to stake to win 1. It will always have a value higher than -1.00
E.g. Manchester United @ -0.5 Handicap (Odds = -1.19) will mean that to win 100, 119 will need to be staked.

What is 1 X 2 bet type?

This refers to betting on who will win the event or if the result will be a draw result. This market will contain 3 selections: the two teams and the draw.

What Is a Handicap bet type?

"Handicap" refers to a team that receives a virtual head start, effectively leading the event by differing points before the event actually starts. If you bet on a team that either gives or receives the handicap and they win the event (with handicap included), your bet is a winning bet. Details of handicap is displayed and emphasized by a 'minus'; sign followed by the handicap line on the team given a handicap start. For example, if you bet on Team X with a handicap of -1 goal, they must win by more than one goal to cover their handicap and win you your bet. If they only win by one goal, the result with the handicap applied is a draw for betting purposes, so your bet is refunded. If Team Y draw or win, you will lose your bet on Team X.

Split Handicap: The best way to understand split handicap is to imagine you are having two separate bets with your stake being split equally between the 2 component handicaps. Thus with a handicap of 0, 0.5: Half your stake will go on to 0 handicap and half to 0.5 handicap. Please note that you don't physically place two separate bets at the two different handicaps. This is done automatically whenever you bet on a split handicap.

In-Play Handicap (Also called Running Ball) All bets will be settled by factoring in the indicated handicap applied at the end of the bet type period. Settlement is based on the score line, from when the bet was placed to the end of the match / period - i.e. the final score minus the current score of the match. For 1st Half Handicap bets, this is the final score at the end of the 1st Half. For more information about Handicap Rules, please go to the page of the specific sport (Ex: Football).

What Is Over/Under bet type?

This refers to betting on whether the total number of goals or points scored in an event will be over or under the indicated line. If the total number of goals or points scored is more than the indicated line, the market is settled as 'Over'. If the total number of goals or points scored is less than the indicated line, the market is settled as 'Under'.

How do I bet on parlay and multiple bets?

A multiple or parlay bet requires a minimum of 2 selections to a maximum of 10 selections in one single bet. Click the Parlay located on the left side to view matches available for Parlay/Multiple betting On the Bet Slip, put in bet amount in the bet slip for your parlay bet. Remember that multiple bet types that are displayed depend on the number of selections in that multiple bet.

Why would a result or score be reset?

There will be a circumstance that we need to update the score or result which was initially posted on our website. The result of an event will be determined on the day of its conclusion for betting purposes unless otherwise stated within the rules for each sport or event. The company will only reset / correct the results due to human error, system error or mistakes made by the referring results source within 72 hours after results are processed.

Can I change or cancel my bet?

Once your bets have been placed and you confirmed them, they may not be cancelled, revoked or changed and shall be deemed to be conclusive evidence in respect of the bets that you have placed.

How long does it take to process a bet payout?

Normally, your account will be updated within 30 minutes from the release of the official event results. However, processing time for certain events may be longer depending on the update from official sites.

If an event is suspended or abandoned, will the bet ticket be cancelled?

Should an event be abandoned, suspended or postponed and fail to resume after 36 hours from the official kick off / start time, the result as it stands will be deemed void and bets will be cancelled, unless stated otherwise in the individual sport's rules. Certain markets that are unconditionally determined will be settled accordingly. The settlement procedures for these markets are stated in the individual sport’s rules. The company's decision to cancel bets in such an event is final and is regardless of any official decision by the event referee or relevant governing authority. For 'Parlays', the bet will still be considered valid, though the selection within the parlay will be considered void. The payout formula will be calculated as (1) for that particular selection.

What is Cash Out?

Cash Out is a feature that allows you to early settle part of or all your wager. The value displayed within the Cash Out button includes your stake.

Why might I Cash Out?

Should the Cash Out value offered be greater than your original stake, you may choose to secure a profit on that wager. While, if your selection is losing, you may choose to limit your loss rather than risk the full stake amount.

How do I Cash Out?

Navigate to the ‘My Bets’ page and look for the wager you want to Cash Out. All Cash Out allowed wagers can be found within the ‘Cash Out’ and ‘Unsettled’ tabs.

Must I Cash Out all my stake?

Not if you don’t want to. Our Cash Out feature allows you to Partially Cash Out some of your original stake, while letting the remaining stake settle as normal. This approach provides the opportunity to secure certain funds, with the potential for winnings to be returned from the remaining stake.

Can all wagers be Cashed Out?

Cash Out is only available on selected sports and bet types. You should never bet under the assumption that Cash Out will be available at a later time.

What is partial Cash out?

It is a feature what allows you to have an early settement for a part of your wager amount and the remaining stake will be settled according to the original odd.

Why is the Cash Out button showing ‘Currently Unavailable’?

Significant events such as goals, red cards, VAR or technical malfunction may lead to Cash Out being unavailable for a certain period of time.

Why was my Cash Out cancelled?

Cash Out transactions are subject to the same terms and conditions as normal wagers. The ‘Cash Out Details’ drop-down of any wager within My Bets or Statement will identify and provide a reason for your Cash Out being cancelled.

Where can I find further information about Cash Out Rules?

Please go to the Sports Rules and select ‘Cash Out’ from the drop-down list. Here you can find further information and settlement examples related to Cash Out.

What is Baccarat?

Baccarat is a comparing card game played between two hands, the "player" and the "banker." Each Baccarat game has three possible outcomes: "player" (player has the higher score), "banker," and "tie."

What is Third Card Rule in Baccarat?

Third Card Rule in Baccarat is the rule determines when Player and Banker are dealt the 3rd card. The rule is as below
a. A 3rd card will be dealt to the Player if the hand is a total of 0, 1, 2, 3, 4 or 5 points.
b. The player will stand if the hand is 6 or 7 points.
c. If the Player is not dealt a 3rd card, the Banker will be dealt a 3rd card if the Banker has a total of 0, 1, 2, 3, 4 or 5 points.
d. The Banker will also stand if the hand is 6 or 7 points.

What is Blackjack?

Blackjack is a comparing card game between a player and dealer. Players compete against the dealer but not against the other players at the table. Blackjack is played with one or more decks of 52 cards. The objective of the game is to reach 21 points or to reach a score higher than the dealer without exceeding 21.

How to play Sicbo?

This game is played with 3 dice which are all kept inside a dome. The dice will be shaken by the dealer after all bets have been accepted. What a player has to do is to predict the outcome of the game.
Should the outcome be ambiguous, e.g. none of the faces of the dice are properly facing up or dice overlap, then the ambiguous game result will be declared void and dice will be rolled again. The Occurrence of a Triple (all three dice showing the same number) beats all bets on Big / Small and Even / Odd.

What are Slots?

The outcome of every bet is ultimately determined by a Random Number Generator. This sophisticated piece of software calculates random algorithms each time you press the "Spin" button and ensures that the outcome of playing online slots is always fair.

What is Roulette?

The game of Roulette is played by spinning a small ball on a round wheel with thirty-seven numbered slots from 0 to 36. When the wheel stops, the ball comes to rest in one of these slots. The object of Roulette is to correctly predict the slot in which the ball will land. By predicting the right number, you earn a payoff on your bet. All players bet against the house on the number, group of numbers or the colour they think will win. The roulette table is supervised by a dealer who is responsible for spinning the ball and handling the bets. As the game starts, the dealer spins the wheel and sets the ball rolling along the track, above the number slots. The ball will then be left to slow down and drop into the wheel, where it will come to rest in one of the number slots. As the winning number is announced, the dealer pays the winners and collects all lost bets. A new round starts as soon as all bets are handled.

How can I check my bet history in casino?

For bet history in Club V9, please go to "Account Statement"at the right upper corner of screen of Casino Club V9.

What should I do in case of an error or dispute?

Kindly contact our Customer Service team via live chat or email to cs@v9betvn.com, and provide the information as follows so that we can check the issue faster for you.:
• Your V9BET Login Name
• Game detail, including: name of Casino suite, name of game, bet ID, bet amount, bet time.

What is V9 Card Games?

V9 Card Games is an exclusive product of V9BET. This offers customers with very local games of Vietnam and Thailand, such as Bai Cao, Thirteen Killer, Lieng, Pok Deng and Horoscope

How many games are there in V9 Card Games?

There are currently total of 5 games.
Vietnam: Bai Cao, Thirteen Killer, Liengx
Thailand: Pok Deng, Horoscrope

How much is the minimum stake amount to play V9 Card Games?

You can enjoy our games with a minimum bet amount as low as 5,000 VND or 10 THB

What is Bai Cao?

Bai Cao is a card game which players will be dealt 3 random cards. Value of these 3 cards will be added up and the player with the highest value will win the game.

What is Thirteen Killer?

A standard deck of 52 playing cards is used (no Jokers), is dealt perfectly evenly between four players. Each players will have 13 cards. Heart 2 is the largest single card in the game, and Spades 3 is the smallest single card in the game. The order of the cards starts with the player who has Spades 3 in his hand. The goal of the game is to be the first person to play all the cards.Players only have one chance to play each round, and players can choose to play or check.

What is Lieng?

Each player will randomly get 3 cards. Players can choose to call, raise or fold. After all players choose to Call or All IN, the showdown starts. The player with the highest number will win the hand.

What is Pok Deng?

Pok Deng is a card game comparing player's hand and banker's hand. Players and Banker can decide whether to take the third card or not after checking their first two cards. Players win when their points are higher than the Banker's.

What is Horoscope?

When the game starts, you can place bet for any of 4 players. Each player and Banker will be given a total of 3 cards. Your bets on players whose point is higher than the banker's will win.

What is Ante?

Ante is the minimum bet amount for the room you want to join

What is Access?

Access is the minimum account balance you should have to enter the room

My account balance is higher than Ante, but I cannot enter a room?

Your account balance might not be sufficient to meet Access limit. Please try to enter rooms with lower Access limit

What is Service Fee?

In some games, players will be charged a certain percentage of the winning as Service Fee.

What should I do in case of an error or dispute?

Please contact our Customer Service team via Live Chat/ Inbox messaging/ send email to cs@v9betvn.com, providing your login name and bet ID so that we can check the issue faster for you.

How many percentage of winning will be charged as service fee?

The system will charge 5% of the player's winning amount as a service fee

Can I play V9 Card Games in Desktop version?

We currently only support: Mobile Web, Mobile app iOS and Mobile app Android

How many modes are there in Thirteen Killer?

There are 2 modes in Thirteen Killer: One Person Wins and Multiplayer Victory ( 2 players win, 2 players lose)

In Thirteen Killer, can I quit the game immediately when the game is on going?

You can not quit the game before the game is finished.

In Pok Deng , can I quit the game immediately when the game is on going?

You can not quit the game before the game is finished.

Why did I get removed from the game room?

You will be removed from the room if you don’t place any bets for 5 consecutive games

How many rooms are there in Bai Cao?

There are currently 6 rooms with different bet limits

There are currently 6 rooms with different bet limits

The number of players in Lieng Racing is lesser than Lieng Traditional and the game duration will be faster

How many accounts can I register with V9BET?

You are only permitted to register one account with V9BET, and should not hold more than one account at all times. Should more than one account be identified as owned by or relating to you, V9BET reserves the right to treat any such accounts as a single joint account or to close such accounts.

Is my personal information secure?

We are committed to maintaining privacy practices to create, as far as possible, a secure gaming environment for our customers. We take due diligence in protecting our customer's information.

What is Self Exclusion?

If you suspect that you may have a gambling problem or just wish to take an enforced break from gaming, V9BET gives you the option to permanently exclude yourself from playing at V9BET. If you choose to exclude yourself permanently, you will be barred from playing games at V9BET. All you need to do is contact our Customer Services team.

How do I open an account with V9BET?

Registration with V9BET is extremely easy! Only 3 simple steps below:

• Step 1: Click on the "Join Us Now" button on the top of our website
• Step 2: Then answer simple questions for us to create a personal account for you.
  • Login Name - This is for us to identify you. Please choose a login name that is between 6 to 15 characters.
  • Password - It is case-sensitive. Please choose a password between 6 to 20 characters.
  • Email address - This is to enable us to communicate your account transaction information as well as to alert you of any latest promotions. Please make sure that you provide us a valid email address.
  • Country - This is where you are currently residing.
  • Currency - This follows the country you have chosen. V9BET offers you 2 currencies: VND (Vietnam Dong) and THB (Thai Baht).
  • Full Name - Please state your full name as shown in your Identity Card.
  • Date Of Birth - Please make sure that you are above 21 years of age to play with us.
• Step 3: Most importantly, you would need to read the Terms and Conditions of the website before clicking on Submit button to complete the form

Do I need to register my real name in V9BET?

Yes. You are required to register using your true and legal name and identity, which must also correspond to that on the credit/debit card(s), bank account(s) or other payment accounts used to deposit or withdraw at V9BET.

How can I retrieve my password?

To retrieve your forgotten password, simply click on question mark (?) located at Password field. Enter correctly your login name and registered email address. System will send you a temporay password to your registered email address. Please use this password to login your V9BET account and change to your preferred one for security purpose.

What is VIP ?

VIP is the level of member. We have 7 levels such as Amethyyst, Topaz, Emerald, Ruby, Sapphire, Diamond and Tanzanite

What is VIP benefit?

We have different promotions for different VIP levels. The higher VIP level you are, the more attractive promotions you will get.

How to change VIP level such as VIP level 1 to be VIP level 2?

To qualify for an upgrade in your VIP level, you will need to meet the required eligible stake amount in each level within 1 month. You refer to more details from the VIP page.

When my VIP change level?

VIP level will be updated after 12.00 PM of the next day if you are qualified.

What should I do if my VIP level not change even my total stake already reach requirement?

Please contact the Customer Service using your preferred channel.

How to change personal information?

For changing your personal information, such as registered full name, date of birth, phone number or email, please contact our Customer Service.

Can I access to V9BET using my phone?

If you are using iOS or Adroid device, V9BET provides Mobile Web version which fit your device configuration and offers better experience. You may access our mobile site via m.v9bet.com. Our iOS and Android apps are now available for download. Click here to install: https://m.v9bet.com/en-gb/Home/DownloadApp

How much will V9BET Mobile cost me to use?

Our Mobile betting platforms are free to V9BET members. The only charges are those applied by your mobile service provider for using their data services. Please contact your mobile service provider for data charge information.

What happens if I lose connection whilst placing a bet?

Should you lose connection while placing bet, you will be able to resume using the site once the signal is restored. A bet is not confirmed unless a bet receipt number has been displayed and you can check all bets from the Statement section on each of our products. Once the bet is confirmed, it will be settled following our Terms and Conditions and betting rules.

How to ensure security of my personal data and account information?

• Be cautious with your personal data
  You are responsible for keeping your online password confidential. Never let anyone know your PINs or passwords. Do not write them down, and do not use the same password for all your online accounts.
• Remember To Log Out and Lock Your Windows Desktop
  Always remember to logout of your V9BET login session when you have completed your transactions. Do not leave your computer unattended. If you need to leave your computer even for one minute, always lock your Windows desktop using Ctrl-Alt-Del method.
• Clear Your Browser's Cache
  Web pages that you have viewed from the Internet can reside on a computer as 'cache' files. These 'cache' files can retain images of data sent or received over the Internet, making them a potential target for a system intruder. Therefore, we strongly advise that you clear your browser's disk cache after each Internet session.
• Avoid sharing Personal Computers (PCs)
  Avoid using shared PCs or public PCs such as those found in cyber cafes to play your games at V9BET sites. If there is a need to do so, always satisfy yourself thoroughly that the PCs are free from viruses and be sure to clear the browser's cache upon completion of your games.
• Update Your Browsers and PC Operating System and software
  Make sure you download the latest security patches for your browser, PC operating system and other application software. If you don't have any patches installed, visit your browser's website, for example users of Internet Explorer should go to the Microsoft website.

What is KYC?

Know Your Customer (KYC) refers to the due diligence activities that V9BET, as a regulated business, must perform to provide services to you. KYC procedures are required to establish certain information about our members for compliance with the relevant legislations and to ensure probity of V9BET members and their activities with us.

What is V9BET’s KYC verification process?

V9BET is fully licensed and regulated by the Isle of Man Gambling Supervision Commission. As part of our due diligence to satisfy the regulatory requirements, we are required to verify the identity of our members.

To fulfill the necessary KYC verification process, we will require our members to provide us with copies of certain valid identification documents. This request will be communicated to you via your email address registered with V9BET as well as via your V9BET account Messaging Inbox. Please note that you will require access to a digital camera, smartphone camera or scanner for your submission of the required documents.

You can also voluntarily submit your documents prior to receiving a KYC request from us. We recommend that you use the Upload function in our PROFILE VERIFICATION page for a faster and more convenient way of sending your documents to us. If you are unable to use the upload function, you may submit your documents by email using your registered V9BET email address to kyc@v9service.com.

We may contact you via your registered telephone details to further facilitate the verification process where necessary.

Why am I being asked to undergo the KYC verification process?

You will be required to undergo our KYC verification process due to the following:

• You are updating certain personal information on your V9BET Profile.
• Lack of certain information relating to you, your V9BET account or your transaction(s) with V9BET.
• Discrepancy(ies) or inconsistency(ies) of information relating to you, your V9BET account or your transaction(s) with V9BET.
• Promotional claims.
• Certain activity levels or thresholds being triggered; or
• Our routine or random checks.
• Notwithstanding the above, V9BET reserves the right to perform KYC verifications on any of our members as and when we deem necessary or appropriate.

How will I know if I am required to undergo your KYC verification process?

You will receive a notification from our KYC department requiring you to submit documents for KYC verification via email to your registered V9BET email address as well as via your V9BET account Messaging Inbox.

You should provide all the required documents at your earliest convenience upon receipt of such notification to avoid any delays in processing your transactions and/or reduce/prevent interruptions to the continuing use of your V9BET account.

I did not receive a notification from your KYC department. Can I still send you the copies of my documents for verification?

Yes, of course! We encourage voluntary submission of documents to facilitate a better experience with us. Please visit our PROFILE VERIFICATION page when you login to your V9BET account to directly upload your documents. If you are unable to use the upload function, you may submit your documents by email using your registered V9BET email address to kyc@v9service.com.

Why am I being asked to undergo the KYC verification process?

You may be required to provide us with a clear and readable copy of a document from each of the following categories when requested. We encourage that you directly send a copy of your documents at your earliest convenience, prior to our request, to facilitate smoother processing of transactions with us in the future.

• Proof of Identity – a full and clear copy of your photo ID with your name, date of birth and a valid document expiry date.
• Proof of Address – a document confirming your current residential address that is issued within 3 months. It is only necessary to send this document if there’s no address reflected on your valid photo ID or in the event that we specifically require for this document - depending on your account activities.
• Proof of Account Ownership – this depends on the deposit or withdrawal methods you have used to transact with us. Please refer to the specific method you used listed on the succeeding items of this FAQs to understand more on what documents, or part of which, we need you to fulfill.
• Proof of Source of Funds or Source of Wealth – These are additional documents that we might require depending on the account movements during your relationship with us. Detailed explanation is available on: What documents are sufficient as Proof of Source of Funds or Source of Wealth?.

PLEASE NOTE:

• The documents must be clear and readable.
• Scan or capture the full document. Please do not crop, fold or obstruct the document (whether fully or partially).
• The documents must be valid and recent (less than 3 months old) showing your full name, current residential address, account details, V9BET transaction details and document validity date.
• You may be asked to send additional supporting documents such as Birth Certificate, Visa or Entry Permit, etc. due to missing information or discrepancy(ies).
• If the information in your documents is stated in foreign language, it would be helpful if you could directly provide us with its English translation.
• For paperless or online accounts, please Print Screen the account details and statement pages and send us the full screenshot including the URL address bar. Screenshots of online accounts are accepted as valid proof of account ownership, proof of source of funds and/or proof of source of wealth only but not as a valid proof of address.
• Please send images in JPG, GIF, PNG or PDF file formats only with a maximum size of 2 MB per file.
• Please use the highest resolution available on your device.
• If a scanner is not available, you may capture the document using a digital camera or smartphone camera.
• Directly upload your documents via our PROFILE VERIFICATION page when you login to your V9BET account. Alternatively, you may submit your documents by email using your registered V9BET email address to kyc@v9service.com.
• Please use your V9BET registered email address when sending document attachments by email, otherwise processing time for verification may be longer.
• Additional requirements may still be asked in the future depending on the account activities and internal thresholds that you might trigger. V9BET has the right to perform these verification processes to ensure a safe and secured environment for every member.

What if I do not have the required documents?

If you do not have any of the required documents, other official documents or evidence issued by authorized authorities may be accepted. These will be reviewed on a case-by-case basis.

Do you only accept documents written in English?

Although we prefer to receive documents in English language, we also accept documents in your native languages. It would also be helpful if you could include the documents’ English translation, if any.

Can I give you a photocopy document?

You can submit a photocopy document but we encourage you to provide us with scanned colored copy instead, due to image quality reasons. If a photocopied document is of a poor quality, we may require you to provide us with a certified true copy of your document with a stamp clearly reflected on it.

How do I upload my documents in the PROFILE VERIFICATION page?

To use the document upload function, login to your V9BET account and go to the PROFILE VERIFICATION page to follow the steps below:

• Click the UPLOAD button for the specific document type that you want to upload (E.g. Photo ID, Address, etc.). You can choose to upload up to 3 files.
• Make sure to upload files in JPG, GIF, PNG or PDF file formats only.
• Take note that the maximum size per file is 5 MB.
• Click the OPEN button.

  You should be able to see the updated document status as SUBMITTED after successfully uploading the document(s).

  

Can I re-upload after I submitted my document(s)?

When the document status is SUBMITTED or REVIEW, the UPLOAD function will be disabled to allow our KYC team to review the submitted documents first and provide you with updates.

Why am I being asked to undergo the KYC verification process?

Upon successful V9BET account registration, you will find in the PROFILE VERIFICATION page Photo ID, Address items and Proof of Funding Source. There may be additional document types displayed as per KYC request. Next to the document type the corresponding document status is shown.

• NEUTRAL - The document is not required to be submitted as of the moment but feel free to submit a document if you wish to. [Please see document acceptance included on this FAQ for different documents]
• REQUIRED - The document is requested, and you must submit it for KYC verification. Refer to the REMARKS section for the requirement.
• SUBMITTED - The document upload is successful. The date and time of upload should be captured in the DATE SUBMITTED section.
• REVIEW - The document you submitted is being reviewed by our KYC team.
• INSUFFICIENT - The document you submitted is not satisfactory or it does not meet the document criteria set. Refer to the REMARKS section for the outstanding requirement.
• SUCCESSFUL- The document is satisfactory. Specifically, for Photo ID document type only, refer to the REMARKS section for the document expiration date.

How will I know if the documents I have submitted are sufficient for KYC verification purposes?

We will try our best to review your submitted documents and provide you with an update within 12 hours upon receipt of your documents. You will receive a notification from our KYC team via email as well as via your V9BET Messaging Notification once logged into your account.

You can also check the PROFILE VERIFICATION page for live updates of your document status.

Please bear with us when processing takes longer due to high volume of KYC document submissions and enquiries. Please be assured your concerns are our priority and we will respond as soon as we can.

How long is the given timeframe to complete KYC verification?

You need to provide valid and complete documents within 120 hours from the time we have sent the initial KYC request notification. Under certain circumstances, however, longer processing time may be required.

Will I be required to undergo KYC verification more than once?

You will not be subject to the same KYC document verification more than once, unless the document(s) you submitted in the last KYC verification had expired, e.g. passport validity period expires, or where a reasonable period since the last KYC verification process has passed, in which case you may be required to re-submit valid and current document(s).

Notwithstanding the above, you may be subject to different levels of KYC verification checks in the course of your relationship with V9BET.

What happens when my previously accepted Photo ID has reached the expiration date?

You will need to provide us with the renewed copy or another valid form of your identity document, once your previously submitted ID expires.

Two months prior to the document expiration date, we will notify you via email and via your V9BET account Messaging Notification to re-submit valid and current document(s). You will receive another notification on the actual date of the document expiration in case you have not supplied the required document.

What if I refuse to provide any or all of the required documents for KYC verification purposes?

If we do not receive all the required documents from you, or we do not receive them within the given time frame, your V9BET account verification process will fail.

As a result, your V9BET account will be bound by a few restrictions which may include, but not limited to, the following:

• voiding of the relevant transaction(s),
• cancellation of bets including forfeiture of any winnings, and
• your V9BET account has been inactive, with any funds remaining in it.

You must successfully complete the KYC verification process to resume any further transactions on your V9BET account.

Are my documents safe with you?

We take Data Protection very seriously. We are committed to maintaining the confidentiality of the personal information collected by us to allow you to enjoy playing online at V9BET.

We will use technical and organizational measures to safeguard your personal data, such as the following:

• access to your account is controlled by password and username which are unique to you,
• storing your personal data on secure servers.

Whilst we will use all reasonable efforts to safeguard your personal data, you acknowledge that the use of the internet is not entirely secure and for this reason we cannot guarantee the security or integrity of any personal data which are transferred from you or to you via the internet.

Please read the Privacy Policy carefully as it contains certain information about how we will use your personal data.

Can I request my personal document(s) to be deleted after verification is completed?

We will hold your personal information on our systems for as long as you use the service you have requested, and remove it in the event that the purpose has been met, or, in the case of V9BET membership you no longer wish to continue your registration as a V9BET member, subject to Data Protection legislation and regulatory requirements. For safety reasons, however, we may store messaging transcript data (including message content, member names, times, and dates) arising from the use of V9BET for a period in excess of 12 months. Where personal information is held for people who are not yet registered but have taken part in other V9BET services (e.g. competitions), that information will be held as long as is necessary to ensure that the service is running smoothly.

We will ensure that all personal information supplied is held securely, in accordance with relevant data protection laws.

What documents are sufficient as Proof of Identity?

Valid Photo ID with your name and date of birth. If your current residential address is not set out in your Photo ID, please provide your Proof of Address

• National Identification Card (front and back copy)
• Driving License (front and back copy)
• Passport
• Internal/Domestic Passport
• Other Identification Card issued by government/known government agency/body (front and back copy)
• If you are living outside your home country, we might require additional documents such as Visa or any proof of entry permit.

You must successfully complete the KYC verification process to resume any further transactions on your V9BET account.

What documents are sufficient as Proof of Address?

Recent statement with your name and current residential address which is less than 3 months old. Documents addressed to Company, School or PO Box number are not acceptable.

Please do note that we may still ask for a separate document as Proof of Address when verifying your current location, or in any case we deem fit.

• Utility Bill such as electricity, water, gas or landline telephone billing statement.
• Bank Account Statement/Credit Card Statement from a recognized bank
• E-statements, in any form (printed or PDF-downloaded file) are not acceptable. It must be received from postal service delivered to your current residential address.

What documents are sufficient as Proof of Account Ownership?

Valid proof of account details consistent with those stated in your deposit and withdrawal transactions such as your full name and account/card number or email address. Use of 3rd party account is not allowed and may result to longer verification process, additional requirements or suspension/closure depending on the severity and impact on the account.

• Bank Account Statement which is less than 3 months old.
• Full screenshot of Online Bank Account details page including the URL address bar containing both your name and account number on the same page.

Refer to the next items for more information on the specific payment method.

What documents are sufficient as Proof of Source of Funds or Source of Wealth?

Evidence showing legitimate source of your funds and wealth:

• Main Savings Bank Account Statement for the last 3 months
• Salary/Pay Slip for the last 3 months
• Investment/business license or Contract
• SOW Questionnaire – if this document is required, it will be readily-available on the Profile Verification page.

Refer to the next items for more information on the specific payment method.

Local Bank Transfer/Online Transfer - What documents to submit?

Full and clear bank statement/online bank statement that shows your full bank account number and your name in one page.

What is a SOW Declaration Form and when do I have to fill out one?

This form is created for your convenience to fill-out in order to demonstrate your financial capacity to support your activities with V9BET. It would be added to the list of requirements on your Profile Verification Page, only if necessary. Kindly see the questions on the form and provide true information for proper verification assessment to transpire.

• Employment Information – this is a mandatory space which requires information about you. For any available options with “Others” on it, kindly specify the needed information.
• Source(s) of Total Wealth – you can tick the necessary information related to the nature of your financial capabilities. You may choose more than one option, if “Others” kindly specify the needed information.
• Comments – this space is added for any other details that you may want to include. We recommend that you maximize this space if you feel there is a need for it.

Rest assured that every information that we collect and obtain from you will be treated with utmost privacy and security in accordance with the Data Protection Act 2002.

How should I send the required KYC documents to V9BET?

We highly recommend that you use the Upload function in our PROFILE VERIFICATION page for a faster and more convenient way of sending your documents to us. The PROFILE VERIFICATION page can be found under "My Account" at the upper right side of the website after you login to your V9BET account or if you are already logged into your account, simply click here.

If you are unable to use the upload function, you may submit your documents by email using your registered V9BET email address to kyc@v9service.com.

What does NEUTRAL on the document status mean?

NEUTRAL - The document is not required to be submitted as of the moment but feel free to submit a document if you wish to. [Please see document acceptance included on this FAQ for different documents]

What does SUBMITTED on the document status mean?

SUBMITTED – The document upload is successful. The date and time of upload should be captured in the DATE SUBMITTED section.

What does REQUIRED on the document status mean?

REQUIRED – The document is requested, and you must submit it for KYC verification. Refer to the REMARKS section for the requirement/s.

What does REVIEW on the document status mean?

REVIEW – The document you submitted is being reviewed by our KYC team. Please give us time to give you feedback on the documents you submitted. We will try our best to respond within 12 hours upon submission of the documents.

What does INSUFFICIENT on the document status mean?

INSUFFICIENT – The document you submitted is not satisfactory or it does not meet the document criteria set. Refer to the REMARKS section of the outstanding requirement and to better understand what the KYC department needs to satisfy the requirement.

What does REQUIRED on the document status mean?

REQUIRED – The document is requested, and you must submit it for KYC verification. Refer to the REMARKS section for the requirement/s.

What does ACCEPTED on the document status mean?

ACCEPTED – The document is satisfactory. Specifically for Photo ID documents type only, refer to the REMARKS section for the document expiration date. No need to send another document for this with exception to an event when V9BET deem it necessary.

Will I be required to undergo KYC verification more than once?

You will not be subject to the same KYC document verification more than once, unless the document(s) you submitted in the last KYC verification had expired, e.g. passport validity period expires, or where a reasonable period since the last KYC verification process has passed, in which case you may be required to re-submit valid and current document(s).

Notwithstanding the above, you may be subject to different levels of KYC verification checks in the course of your relationship with V9BET.