Reference

Your Account Rules And Wallet Terms

One document covers your account, your wallet and every lobby you open — slots, live tables and the cricket markets we run through BPL and international series — and we keep the wording plain so you can finish it before you add a single…

Account and wallet rulesCash-in and cash-out stepsCricket and casino lobby conditionsComplaints and contact paths
gaanapp Your Account Rules And Wallet Terms
WHERE TO ASK

Where To Ask About A Clause

A clause you don't understand is worth one message before you send money. Start the chat from your signed-in account so the agent can see your wallet history without asking you to paste a transaction ID. The same desk handles login problems, missing wallet references and questions about what the terms allow. Keep the receipt from bKash, Nagad or Rocket handy when you write in, and send the reference you were given rather than a screenshot of your balance.

Team online

Account chat

Chat opens from inside your signed-in account, so the agent already sees your user ID and wallet history. No ticket numbers to copy, and the thread stays saved if you close the app.

Email the desk

Longer cases — a rule you think we applied wrongly, a wallet reference that never matched — go to our support email with the receipt attached. We reply only to the address registered on your account.

Wallet and payment queries

If a bKash, Nagad or Rocket cash-in left your wallet but never reached your account, send the transaction ID. We trace it against our ledger and tell you what we find.

DATA AND SECURITY

How We Keep Your Account Details

Your account details sit behind a password and a one-time code sent to the number you registered, and wallet movements are logged against your user ID so both sides can be traced if a figure ever looks wrong. We keep those records for as long as the account stays open, and for the period our payment partners require afterwards. Cookies on this site handle sign-in and language, not advertising profiles, and you can clear them from your browser settings at any time. Ask us to correct a detail and we confirm the change in writing.

Records we keep

Your account file holds your registration details, wallet references and the game sessions tied to your user ID. We keep it while the account is open and for the period our payment partners require after closure.

Cookies on this site

Cookies here handle sign-in, language and keeping your session alive between pages. They are not built into advertising profiles, and you can clear or block them in your browser without losing access to the public pages.

Login security

Sign-in needs your password plus a one-time code sent to your registered number, and wallet cash-in asks for your wallet PIN, never ours. If a code arrives when you are not signing in, change your password.

Changes and closure

Want a detail corrected or the account closed? Write from your registered email with the user ID and what should change. We confirm the edit in writing, and closure cancels any pending wallet request.

Questions We Get About These Rules

The questions below come from the messages our desk fields most often about this page — wallet names, account closure, rule breaks and who decides which rules apply. Read the answer that matches your case before you send a message; several of them point straight to a step you can take yourself inside your account. If yours is not here, the chat is open from the same screen you use for wallet cash-in.

From the moment you finish registration, the terms on this page cover your account, your wallet and every game session. If you keep using the account after we update a clause, the new version applies.

Yes. Cash-in and cash-out are checked against the name on your registration, so a bKash, Nagad or Rocket account belonging to someone else will not match. Send from your own wallet and keep the receipt.

Depending on what happened, we may suspend a feature, hold a withdrawal while we check it, or close the account. You get a message explaining which clause applies, and a route to reply.

You can ask us to close it any time from your registered email. Active access ends the same day, then we keep the wallet and session records our payment partners require before deleting the rest.

It depends on where you live and which rules apply to your account — availability depends on your local law and eligible regions. We set out the process for raising a dispute in the agreement.

Send it to the support desk with the wallet name, transaction ID and the clause you think applies. If the wallet itself is at fault, we still give you the reference our ledger matched.
Reference

Terms & Conditions

Service availability depends on eligible regions and local law. Users should check local rules before opening an account.

Access may be available only where local law permits.