Frequently Asked Questions Poppi99 — All Answers in One Place

The minimum age requirement is 18 years old. This is an absolute requirement with no exceptions. During the KYC (Know Your Customer) process, we will request official identification documents to verify your age. Any account found to be owned by an individual under 18 will be terminated immediately.

Click the "Forgot Password" link on the Login. Enter your registered email or phone number and we will send an OTP code to reset your password. The process takes less than 5 minutes. If you do not receive the code, check your email spam folder or contact our support team via live chat.

The KYC process is typically completed within 1 to 3 hours on business days. You will need to submit a clear and valid MyKad photo (front and back) or passport, along with a selfie showing your face clearly. Ensure the documents are not blurry, not cropped, and all information is legible. KYC must be completed before your first withdrawal request can be processed.

Yes, changes to your email address and phone number can be made through the Profile Settings section in your account. For security reasons, such changes require OTP verification to your existing number or email before the change takes effect. If you no longer have access to both your old number and email, contact our support team for manual identity verification assistance.

Poppi99 accepts a variety of local payment methods including FPX (all major Malaysian banks), manual bank transfers via Maybank, CIMB, Public Bank, RHB and Hong Leong, as well as e-wallets such as Touch 'n Go eWallet, GrabPay and Boost. All deposit methods are free with no additional charges from poppi99. The minimum deposit starts from RM10.

Most deposits via FPX and e-wallets are credited to your poppi99 account within a few seconds to 5 minutes. Deposits via manual bank transfer may take slightly longer, around 5–15 minutes. If your deposit has not arrived after 30 minutes, save the receipt or transaction screenshot and contact our live chat support for immediate assistance.

The standard deposit limit for regular accounts is RM20,000 per day. VIP players enjoy higher limits depending on their membership tier. For responsible gaming, you can also set a lower personal deposit limit through the Account Settings section — limit reductions take effect immediately, while increases require 48 hours to apply.

A withdrawal may be delayed or rejected for several reasons: KYC not completed, the bonus wagering requirements have not been met, the bank account holder name does not match the poppi99 account name, or the request exceeds the daily withdrawal limit. Check your KYC status in your profile and ensure all bonus requirements are fulfilled before submitting a withdrawal request. For more information, visit the Withdrawal page.

The minimum withdrawal amount is RM30 per transaction. The standard daily withdrawal limit is RM30,000 for regular accounts. VIP Gold players and above enjoy higher daily withdrawal limits. There is no limit on the number of withdrawal transactions per day, though each transaction is subject to the set minimum and maximum limits.

The 100% welcome bonus is automatically credited to your account as soon as your first deposit is successfully processed — no promo code required. The bonus will appear in the "Bonus Wallet" section of your account. Make sure you deposit within 7 days of registration to be eligible for the welcome bonus.

The wagering requirement or rollover is the total amount you need to wager before bonus funds can be converted to cash and withdrawn. For example, if you receive a RM100 bonus with a 10x rollover, you need to place a total of RM1,000 in bets before that bonus can be withdrawn. The full terms for each bonus are stated in the Terms and Conditions.

Yes. The 10% weekly cashback is calculated automatically based on your net losses from Monday to Sunday and credited to your account every Monday before 12:00 noon. No manual application is required. The minimum net loss to qualify for cashback is RM100 in a week. The weekly cashback has no rollover requirement.

Log in to your account and go to Settings → Security → Two-Factor Authentication. Choose your preferred 2FA method — SMS to your registered phone number or an authenticator app (Google Authenticator). Follow the on-screen instructions to complete setup. Once active, a 6-digit OTP code will be required every time you log in from a new device.

No. poppi99 does not store your credit or debit card details directly. All transactions are processed through a PCI DSS-compliant payment gateway. Your financial data is fully encrypted using 256-bit SSL encryption during transmission. For withdrawals, you only need to register your bank account number — not your card number.

Reset your password immediately using the "Forgot Password" function. Then contact the poppi99 live chat support team and report the incident. Our security team will review your account activity logs, freeze any suspicious transactions, and help you regain full control of your account. Always log in from the official poppi99 website to avoid phishing risks.

Go to the Download on the poppi99 website. Select the Android or iOS version based on your device. For Android, you will need to allow installation from unknown sources in your phone settings. For iOS, follow the profile installation instructions provided. The poppi99 app is free and requires no payment.

For Android, the required version is Android 6.0 (Marshmallow) and above with a minimum of 2GB RAM. For iOS, iOS 12.0 and above. A stable internet connection (4G or WiFi) is recommended for a smooth gaming experience, especially for Live Casino which requires video streaming.

Yes, fully. Your account, balance, game history, active bonuses, and settings are synced in real time across all platforms — whether you play via the Android app, iOS app, or web browser on a computer. You can start a game on your phone and continue it on your computer without losing any data or progress.

Poppi99 provides a range of control tools including daily/weekly/monthly deposit limits, loss limits, session time limits, temporary self-exclusion (24 hours to 90 days), and permanent self-exclusion. All tools are accessible via the Account Settings section and take effect immediately upon activation. Learn more on the Responsible Gaming.

Contact the poppi99 customer support team via live chat and let them know you wish to apply for permanent self-exclusion. Our team will guide you through the process and ensure all remaining funds are withdrawn to your bank account before the account is permanently closed. Permanent self-exclusion cannot be reversed once activated.