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MetaCasino Help Center — Answers to all your questions and fast support for any issue

From accounts and payments to bonuses and game rules, the MetaCasino support team is always here to help.

Account Payments Bonus Games Security KYC Verification
<2 min
Average First Response Time
24/7
Live Chat Support
98%
Resolution Rate
Bengali
Support Language
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What do you need help with?

Choose a topic — find everything you need in one place

Account Management
Profile updates, password, verification
Deposits & Withdrawals
bKash, Nagad, and card transaction issues
Bonuses & Promos
Bonus terms, validity, and usage rules
Game Issues
Game not loading, bet cancelled
Security & KYC
Identity verification and account security
App Issues
Installation, updates, and login issues
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Get Direct Support

Choose your preferred contact method

Live Chat
The fastest way to get help. A Bangla-speaking agent will listen to your issue immediately and resolve it on the spot. If your payment is stuck or you have an urgent concern, this is your best option.
Average wait under 2 minutes
Email Support
Email support@metacasino.im with a detailed description of your issue. You can attach screenshots or documents. This is the best option for complex matters.
Response within 24 hours
FAQ Section
Answers to the most frequently asked questions are ready and waiting. You can resolve issues on your own without needing live chat — ideal when you need a quick answer.
Instant Response

MetaCasino Help Centre — Detailed Guide

Running into issues on an online platform is completely normal — it happens to everyone. Sometimes a payment gets stuck, a game cuts out unexpectedly, or a bonus doesn't seem to add up. Whatever the situation, the MetaCasino Help Center is here to sort it out.

MetaCasino understands that most users in Bangladesh play on mobile — and when something goes wrong on mobile, fast help is essential. That's why the live chat system is designed to work smoothly on small screens. The chat window opens instantly, and an agent responds right away.

Payment issues are the most common concern — especially when money has been deducted from bKash or Nagad but hasn't appeared in your balance. This is usually caused by a network delay on the payment provider's end, not a MetaCasino system error. That said, if it's been more than 30 minutes, just reach out via live chat or email and the team will verify it right away. In most cases, a manual credit takes only a few minutes.

A stuck withdrawal is a slightly different situation. If KYC verification hasn't been completed, your first withdrawal may be held — this is standard procedure. Submit a photo of your National ID and verification is typically done within 24 hours. After that, withdrawals will go through smoothly.

Bonuses are a common source of confusion. The most frequent question is: can I withdraw winnings from a bonus? The answer is yes — but wagering requirements must be met first. For example, a ৳100 bonus with a 10x wagering requirement means you need to place ৳1,000 worth of bets before withdrawing. If you're unsure how this works, just ask in live chat and an agent will walk you through it.

If a game won't load or keeps disconnecting, start by clearing your browser cache. If that doesn't help, check your internet connection. If the problem persists, see if there's an app update available. These three steps resolve most issues. If they don't, the MetaCasino support team will assist you personally using your device details.

MetaCasino takes account security seriously. If you notice an unrecognized login on your account, change your password immediately and notify support. The team will promptly investigate any suspicious activity and secure your account.

MetaCasino's Help Centre also supports responsible gaming. If you feel you're having trouble controlling your betting, you can request a temporary account pause or set a deposit limit. All such requests are handled with complete confidentiality.

Quick Resolution Guide

1
Payment stuck?
Wait 30 minutes. If the issue persists, contact us via chat with your transaction ID.
2
Game not loading?
Clear cache → Check your connection → Update the app.
3
Bonus not showing?
Check whether your wagering requirements have been fulfilled. You can verify this in your account history.
4
Withdrawal stuck?
Check whether KYC verification is complete. If not, submit a photo of your NID.
5
Account locked?
Verify your identity via email and contact support.
Please Note
No MetaCasino representative will ever ask for your password or OTP. If anyone does, it's a scam.
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Common Issues by Topic

Select a tab to read solutions relevant to your issue

Issue
bKash deducted funds but balance not credited
Network disruptions can occasionally cause transaction delays. These are usually resolved within 30 minutes.
Solution: If the funds still haven't arrived after 30 minutes, contact live chat with your bKash transaction ID. The team will credit it manually.
Issue
Withdrawal request pending for hours
Without KYC verification, your first withdrawal will be held. Withdrawals may also be delayed if the required wagering conditions have not been met.
Solution: Check your KYC status under Account Settings. If it's incomplete, upload a photo of your NID.
Issue
Suspicious login detected on account
MetaCasino sends an automatic alert if someone else attempts to access your account.
Solution: Change your password immediately, enable 2FA, and email support@metacasino.im.
Issue
I want to change my mobile number
For security reasons, your mobile number cannot be changed directly.
Solution: Submit a request via email with your ID document. It will be processed within 24–48 hours.
Issue
Live Casino game disconnects mid-session
A slow internet connection can cause disconnections during live streaming games.
Solution: Switch to Wi-Fi or 4G and restart the app. If the bet was already placed, the result will appear in your account.
Issue
Bet placed but not showing in history
This can occasionally happen due to a minor server synchronization delay.
Solution: Refresh the page. If the bet still doesn't appear, contact support — all bets are recorded on the server.
Issue
I can't withdraw my winnings after claiming a bonus
Withdrawals are not possible until the bonus wagering requirements have been met — this is standard policy.
Solution: Check your wagering progress in your wallet to see how much is remaining.
Issue
Welcome bonus not credited to account
Bonuses won't be credited if the minimum deposit requirement isn't met or if the promo code isn't entered correctly.
Solution: Double-check your deposit amount and promo code. If the issue persists, contact support.
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Frequently Asked Questions

Selected Q&As from the Help Centre

Forgetting your password is completely normal — nothing to worry about. Recovering your password on MetaCasino is quick and secure.

Follow these steps:
1. Click the "Forgot Password" link on the login page.
2. Enter your registered mobile number — an OTP will be sent to it.
3. Use the OTP to set a new password. Your password must be at least 8 characters long — combining uppercase letters and numbers makes it even stronger.

If you're not receiving the OTP: Start by checking your message inbox. If the OTP still hasn't arrived, wait a few minutes and try again. If your phone number has changed or you no longer have access to it, email support@metacasino.im with a valid ID — the support team will verify your identity through an alternative method and restore your account.

Cricket betting is the most popular option at MetaCasino, especially for Bangladesh matches. It might seem a bit involved at first, but once you understand a few simple steps, it's straightforward.

Bet Types:
• Match Winner: Pick which team you think will win.
• Total Runs: Whether the total runs in a specific over will be above or below a set number.
• Top Batsman/Bowler: Predict who will score the most runs or take the most wickets.
• Live Betting: Place bets in real time as the match unfolds — odds change with every ball.

How to read the odds:
The higher the odds, the lower the chance of winning — but the bigger the reward if you do. For example, a ৳100 bet at odds of 2.5 returns ৳250 if successful (including your original ৳100 stake).

Before you begin: Make sure your account has sufficient balance. Go to the Sports section, select cricket, then choose your match and market — enter your stake on the bet slip and confirm.
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