● Help Centre

cv99 Support — We Are Here
Every Hour of Every Day

Bangladesh's most responsive online casino support team. Whether you are in Dhaka placing a BPL bet or in Chittagong spinning your favourite slot, cv99 support has you covered around the clock.

24/7 Live Chat
Email Support
WhatsApp Help
In-App Messaging
Avg. Response < 2 min
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About Our Support

Real Help, Real People, Real Fast

At cv99, we believe that outstanding customer support is not a bonus feature — it is a core part of the product. From the moment you register your account to the day you cash out your biggest win, our support team is standing by to make sure your experience is smooth, fair, and enjoyable.

We know Bangladeshi players have busy schedules. Matches happen late at night during BPL season, and IPL games can run well past midnight. That is exactly why cv99 support operates on a genuine 24/7 basis — not just 9-to-5, and not just on weekdays. Whether you need help processing a bKash withdrawal at 3 AM or have a question about a bonus on a Friday evening in Sylhet, our agents are online and ready.

Our support team is trained across all areas of the cv99 platform: account management, payment processing, bonus terms, responsible gaming tools, technical troubleshooting, and sports betting markets. You will never be transferred between five different departments for a simple query — one agent handles your issue from start to finish.

Quick note on contact methods: All email addresses on this page are displayed as plain text. Do not attempt to click them — they are for visual reference. Copy and paste into your email client, or use Live Chat for the fastest response.

< 2min
Live Chat Response
24/7
Always Available
98%
Satisfaction Rate
4
Contact Channels
Contact Channels

How to Reach cv99 Support

Choose the channel that suits you best. For urgent issues — especially payment holds or account lockouts — Live Chat is always the fastest route.

Live Chat

● Always Online

The fastest way to get help. Click the Live Chat icon on the cv99 platform once logged in. An agent connects in under two minutes on average — even during peak BPL match hours.

Ideal for: payment queries, bonus activation, account access issues, technical problems.

Avg. first response: < 2 minutes

Email Support

Async · Monitored 24/7

For detailed account matters, KYC document submission, formal complaints, or anything that requires a written record. Email is monitored around the clock and triaged by priority.

General enquiries: [email protected]

Privacy & data matters: [email protected]

Typical response: 2–12 hours (BST, UTC+6)

WhatsApp

Sun–Fri · 09:00–23:00 BST

Quick informal queries via WhatsApp. Particularly popular with players in Dhaka, Rajshahi, and Khulna who prefer messaging over chat widgets. The WhatsApp number is shown in your account dashboard after login.

Ideal for: deposit confirmation, withdrawal status checks, bonus code queries.

Avg. response: 5–15 minutes (within hours)

In-App Messaging

● Always Available

Logged-in users can raise a support ticket directly from the account dashboard. Full ticket history is preserved so you can track progress and reference previous resolutions.

Ideal for: non-urgent account management, VIP tier queries, responsible gaming tools, dispute escalations.

Typical resolution: 1–24 hours depending on complexity
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Step-by-Step

How to Contact cv99 Support

Not sure where to start? Follow these steps to reach the right support channel for your issue as quickly as possible.

01
Identify Your Issue

Is it a payment hold, a bonus question, an account login problem, or a technical fault? Knowing your issue type helps you choose the right channel and speeds up resolution.

02
Choose a Channel

For urgent matters — go to Live Chat immediately. For document submissions or formal complaints — use email. For quick status checks — WhatsApp works well during operating hours.

03
Prepare Your Details

Have your registered mobile number, account username, transaction reference (for payment issues), and a clear description of the problem ready before you contact us. This cuts resolution time significantly.

04
Follow Up If Needed

If your issue is not resolved within the expected timeframe, use In-App Messaging to escalate your ticket. All interactions are logged and a senior agent will review your case within 24 hours.

Security Reminder: cv99 support agents will NEVER ask for your account password, full bKash PIN, or Nagad PIN over any communication channel. If anyone claiming to be cv99 support requests these details, treat it as a scam attempt and report it to us immediately via the official Live Chat on the cv99 platform.

Quick Reference

Common Issues & Resolution Times

Here is a quick reference guide for the most frequent support topics at cv99, including which channel to use and how long resolution typically takes.

Issue Type Recommended Channel Typical Resolution Priority
bKash / Nagad withdrawal pending Live Chat 15–60 min HIGH
Account login failure / locked account Live Chat < 30 min HIGH
Deposit not credited to account Live Chat or WhatsApp 30–90 min HIGH
Bonus not applied / wagering query Live Chat or WhatsApp 1–4 hours MEDIUM
KYC document verification Email 2–24 hours MEDIUM
Password reset request Live Chat or In-App < 15 min HIGH
Responsible gaming limit request In-App Messaging Instant–2 hours HIGH
Self-exclusion request Live Chat or Email Immediate on request HIGH
VIP tier upgrade query In-App Messaging 4–12 hours MEDIUM
Formal complaint / dispute Email 24–72 hours STANDARD
Technical bug report Email or In-App 24–48 hours STANDARD
General platform question Live Chat or FAQ < 5 min STANDARD

Resolution times are estimates. Complex cases involving multiple payment networks (e.g., Dutch-Bangla Bank, Rocket) or KYC verification may require additional time. BST (Bangladesh Standard Time, UTC+6) applies to all time references.

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Payment Help

Payment Support at cv99

Payment queries are the most common reason players contact cv99 support. Here is everything you need to know before reaching out — and what to do if something goes wrong.

bKash & Nagad Issues

If your bKash or Nagad deposit has not appeared in your cv99 account within 10 minutes, take a screenshot of your mobile money transaction confirmation (including the transaction ID and timestamp) and contact Live Chat immediately. Most cases resolve within 30 minutes once the reference is confirmed.

Bank Transfer Delays

Deposits via Dutch-Bangla Bank, City Bank, BRAC Bank, Islami Bank, or Sonali Bank can take 5–30 minutes depending on inter-bank processing. If a transfer has not arrived after 60 minutes, contact support via email with your bank reference number and transfer confirmation document attached.

Withdrawal Not Arriving

Withdrawal delays are usually caused by one of three things: pending KYC verification, a payment provider network delay, or a security review on large amounts. Log in to your account, check the withdrawal status in your transaction history, and if it shows "Processing" for more than 2 hours, start a Live Chat with your transaction reference ready.

KYC Verification Support

KYC (Know Your Customer) verification is required before your first withdrawal is processed. You will need to submit a copy of your National ID (NID) card and a recent utility bill or bank statement. Send documents to [email protected] with the subject line "KYC Submission — [your username]". Processing takes 2–24 hours.

Tip for faster withdrawals: Complete your KYC verification before you make your first withdrawal request. Players who have verified their identity in advance experience significantly faster payout processing — often within 15 minutes for bKash and Nagad.

FAQ

Frequently Asked Support Questions

Answers to the most common questions cv99 support receives from players across Bangladesh.

Click the "Forgot Password" link on the cv99 Login page. You will receive a reset link via the mobile number registered to your account. Follow the link, set a new password, and log back in. If you no longer have access to your registered mobile number, contact Live Chat with your account username and NID details so an agent can verify your identity manually.

First, wait 10 minutes — mobile money networks in Bangladesh occasionally experience short delays, especially during peak hours like BPL evening matches. If the balance still has not updated after 10 minutes, take a screenshot of your bKash transaction confirmation (showing the transaction ID, date, time, and amount) and contact Live Chat immediately. Paste your transaction ID into the chat. In the vast majority of cases, our team can manually confirm and credit your deposit within 20–30 minutes.

Standard KYC verification at cv99 takes between 2 and 24 hours from the time your documents are received. During peak periods (such as T20 World Cup season or major BPL fixtures) processing may take slightly longer. You will receive a notification in your account dashboard once verification is complete. To avoid delays, make sure your NID scan is clear, fully visible, and not expired. Blurry or cropped images are the most common reason for re-submission requests.

Yes. Responsible gaming limits — including deposit limits, loss limits, session time limits, and self-exclusion — can be requested through any support channel. For self-exclusion specifically, contact Live Chat or email us at [email protected] and the restriction will be applied to your account immediately upon confirmation of your identity. There is no waiting period or cooling-off delay for self-exclusion. For more information see our Responsible Gaming page.

All active bonuses in your account include a detailed breakdown in the Promotions section of your dashboard, including the wagering requirement multiplier, eligible games, and expiry date. If you need further clarification, the fastest option is Live Chat — simply tell the agent the name of the bonus and they can walk you through the exact terms. For written confirmation, send an email to [email protected] with your account username and the bonus name and we will send you a full written breakdown.

Yes. All cv99 support channels operate in English. Our agents are fully fluent and trained to handle the specific needs of Bangladeshi players — from Dhaka to Cox's Bazar. If you find it easier to describe your issue in English, our team will understand and respond clearly. For complex payment issues involving specific local providers like Nagad, Rocket, or Upay, our agents have direct knowledge of how these networks function and can guide you step by step.

If you have an unresolved issue that you believe has not been handled fairly, you can escalate it as a formal complaint. Send a detailed email to [email protected] with the subject line "Formal Complaint — [your username]". Include a chronological account of the events, any transaction references, dates, and the resolution you are seeking. Our complaints team will respond within 72 hours with a formal written response. All complaints are logged and reviewed by senior management.

If you suspect your account has been accessed without your authorisation, contact Live Chat immediately — do not wait. Request an immediate account freeze. Our security team will review your login history, identify the source of any suspicious access, and work with you to secure your account and investigate any unauthorised transactions. Change your password from a trusted device as soon as possible. Enable two-factor authentication once your account is secured. Do not share your login credentials with anyone, including people claiming to be cv99 agents.
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Player Safety

Responsible Gaming Support

cv99 takes player welfare seriously. Our support team is specially trained to handle responsible gaming requests with sensitivity, speed, and zero judgement.

Set Deposit Limits

Request daily, weekly, or monthly deposit limits instantly via Live Chat or In-App Messaging. Limits take effect immediately. Reducing a limit is instant; increasing requires a 24-hour review period.

Session Time Controls

Set maximum session durations to keep your play within healthy boundaries. When your session limit is reached, cv99 logs you out automatically. Contact support to configure your preferred session length.

Self-Exclusion

Request self-exclusion periods of 1 week to permanent via Live Chat or email. Account is fully suspended with no deposit or login access. This is our most powerful protection tool and is applied without delay.

18+ Only — Gamble Responsibly. cv99 is strictly an adult platform. Players must be 18 years of age or older to register and place bets. If gambling is causing distress or financial difficulty for you or someone you know, please reach out to our support team immediately — we are available 24/7 and will treat your situation with complete confidentiality and care. Visit our Responsible Gaming page for full details on tools, resources, and self-help guidance.

Get In Touch

Contact cv99 Support Today

No matter what you need, cv99 support is ready. Use the channel that works best for your situation.

Live Chat

Available 24/7 directly on the cv99 platform. Fastest response for urgent issues. Log in to your account and click the chat icon.

Response < 2 minutes
Email Us

General: [email protected]
Privacy: [email protected]
Monitored around the clock.

Response 2–12 hours (BST)
In-App Messaging

Raise and track support tickets directly from your cv99 account dashboard. Full conversation history preserved for all ticket types.

Resolution 1–24 hours