Frequently Asked Questions 1ee — All Answers Here

The minimum age is 18 years with no exceptions. During the identity verification (KYC) process, your date of birth will be confirmed via official documents such as MyKad or passport. Any account found to belong to an underage individual will be closed immediately and the balance will be refunded in accordance with established procedures.

No. Each individual is only permitted to hold one active account at 1ee. Owning multiple accounts violates our Terms and Conditions and may result in all associated accounts being permanently suspended. If you are having trouble accessing your existing account, contact our customer support team for assistance without needing to create a new account.

Log in to your account and go to the Profile Settings section. You can update your email address, phone number, and other personal details from there. For changes involving your full name or date of birth, additional document verification may be required to ensure account security. Contact Live Chat support if you need assistance during this process.

The KYC process requires you to upload a clear photo of your MyKad or passport, along with a selfie holding the document. Supporting documents such as a recent bank statement may be requested to verify your payment method. KYC is typically completed within 1 to 24 hours on business days. This verification is a standard security measure to protect your account from unauthorised use.

If you wish to close your account, contact the 1ee customer support team via Live Chat. Our team will guide you through the account closure procedure, ensuring any remaining balance is processed for withdrawal before the account is officially closed. If the account closure is related to responsible gambling concerns, we also offer limit-setting and self-exclusion options — please visit the Responsible Gaming for more information.

1ee accepts a wide range of deposit methods including local bank transfers (Maybank, CIMB, Public Bank, RHB, Hong Leong Bank), FPX, digital wallets such as Touch 'n Go eWallet and GrabPay, as well as cryptocurrency deposits for greater privacy. All deposit methods are processed through an encrypted, secure payment gateway.

The minimum deposit is RM 30 for bank transfers and FPX. Digital wallet deposits can start from RM 20. There is no set maximum for standard deposits, though deposits exceeding a certain amount may require additional verification in accordance with our standard security procedures. All deposits are credited to your account in real time upon payment confirmation.

Deposits via FPX and digital wallets are credited instantly in under one minute. Manual bank transfers typically take between 3 and 15 minutes depending on your bank. If your deposit has not been credited after 30 minutes, please contact our Live Chat support with proof of payment such as a screenshot of your receipt for immediate action.

1ee does not charge any processing fees for deposits. The full amount you send will be credited entirely to your account balance. However, your bank or digital wallet provider may apply their own transaction fees depending on your account type and their terms of service — this is beyond our control.

Withdrawals at 1ee are processed quickly — most requests that have passed KYC verification are completed within 15 minutes to 2 hours. During peak periods or for larger withdrawal amounts, processing time may extend up to 24 hours. You will receive a withdrawal status notification via email or SMS once your request has been processed. For more details, visit the Withdrawal page.

The minimum withdrawal is RM 50 for bank transfers. Daily withdrawal limits depend on your account's VIP level — standard members can withdraw up to RM 10,000 per day, while VIP members enjoy higher limits of up to RM 50,000 or more depending on membership tier. Accounts that have completed full KYC verification benefit from more flexible withdrawal limits.

A withdrawal request may be rejected for several reasons: bonus rollover requirements have not been met, KYC has not been completed, bank account details do not match the name registered on your 1ee account, or there is a security matter that requires investigation first. Check your notification email for the specific reason, or contact Live Chat support for clarification and to resolve the issue quickly.

No. For your security, all withdrawals must be made to a bank account in your own name only — the same name registered on your 1ee account. This is our standard policy to prevent money laundering and protect all members from fraudulent activity.

New 1ee members are eligible for a welcome bonus on their first deposit. This bonus includes a percentage deposit match credited directly to your bonus balance. Promotional offers are subject to change — check the promotions page in your account after login to see the latest active offers available to your account.

Rollover (or wagering requirement) is the total amount you need to wager before a bonus can be converted to real cash. For example, if you receive a RM 50 bonus with a 10x rollover, you need to place bets totalling RM 500 before that bonus can be withdrawn. You can check your rollover progress at any time under the Bonus section in your account.

Yes. 1ee offers periodic cashback, weekly reload bonuses, and special game challenges tailored to each member's playing activity. VIP members enjoy higher cashback rates and exclusive offers not available to standard members. Check the Promotions tab in your account every Monday for the latest weekly deals.

Yes. When making a deposit, you can choose to opt out of any bonus offered if you prefer to play without rollover requirements. This option is available on the deposit page before the transaction is confirmed. Once a bonus has been accepted and credited to your account, it cannot be reversed — so consider your choice carefully before confirming your deposit.

1ee offers a comprehensive game library covering slot games from top providers, live sports betting across more than 30 international sports, bingo in multiple formats, live casino wagering with real dealers, and classic table games. All games are accessible via web browser or our mobile App — no download required for the web version.

All slot games at 1ee use a Random Number Generator (RNG) that has been audited by an independent third party to ensure fairness on every spin. Live betting games are broadcast in real time with no manipulation. The Return to Player (RTP) rate for each slot game can be found in the respective game information.

Yes. The 1ee web platform is fully optimised for mobile and can be accessed directly via Safari or Chrome on iPhone and Android with no installation required. However, for the best experience including offer notifications and faster access, we recommend downloading the official 1ee App from the App page.

If your internet connection drops during a game session, our system will automatically save the current game state. Once you reconnect and log in, the game will resume from where it left off. Should there be any discrepancy in your balance or game result due to a technical interruption, contact our support team with the session time and details for record review and prompt resolution.

1ee uses 256-bit SSL encryption for all data transmission between your browser and our servers. Personal data is stored on servers protected by multi-layered firewalls and is accessible only by authorised personnel. We do not share your personal information with third parties without your consent, except as required by law. Read Privacy Policy page for full details.

To activate 2FA, log in to your account and go to Settings > Security > Two-Factor Authentication. Choose your preferred 2FA method — either an OTP code via SMS or an authenticator app such as Google Authenticator. Follow the on-screen instructions to complete setup. Once active, every new login will require an additional verification code on top of your regular password.

If you notice any activity you did not perform — such as unrecognised logins, changes to your account details, or suspicious transactions — contact our security support team via Live Chat immediately. Provide the time of the incident, the type of suspicious activity, and any relevant details. We will investigate and take action within 2 hours to protect your account.

Absolutely not. The 1ee team will never ask for your password, PIN, or any sensitive account information via email, Live Chat, SMS, or any other channel. If you receive any communication requesting such information, it is a fraud attempt. Do not respond and report it to us immediately. Change your account password right away if you believe your information has been compromised.