1. Home
  2. FAQ
Help Center & FAQ

Questions FAQ vcity365

Not sure about something? Browse our FAQ list covering topics like registration, deposits, withdrawals, bonuses, security, and more.

Account Deposit Withdrawal Bonus & Promotions Games Security App

Topics Main Help

Select the topic you need to jump to the relevant section.

Account & Registration

How to register, age requirements, KYC verification, forgotten passwords, and managing your account's personal information.
Deposit & Payment

Deposit methods, minimum limits, processing times, and the list of banks and e-wallets supported in Malaysia.
Cash Withdrawal

How to make a withdrawal, processing times, withdrawal limits, and verification requirements before your first withdrawal.
Bonus & Promotions

How to claim the welcome bonus, wagering requirements, daily reload bonuses, cashback, and the friend referral program.
Security & Privacy

SSL encryption, two-factor authentication, personal data protection, and how to report suspicious activity.
Mobile App

How to download the vcity365 app for iOS and Android, system requirements, and common troubleshooting.

This vcity365 FAQ page is updated regularly based on the questions most frequently asked by our members from across Malaysia. We understand that players — especially new ones — often have many questions before feeling fully comfortable using the platform. That is why we have put together this comprehensive guide, so you can find answers quickly without waiting for support to respond. If your question is not answered here, our support team is available 24 hours a day via Live Chat.

Account & Registration
8 questions in this section

Registering at vcity365 is free and straightforward. Go to the Register, enter your preferred username, an active Malaysia phone number, and a strong password. Then verify your phone number via the OTP code sent by SMS. The entire process takes less than 2 minutes and your account is activated immediately after successful verification.

The minimum age to register and play at vcity365 is 18 years old. This is a non-negotiable platform policy. During registration, you are required to confirm that you are 18 years of age or older. Accounts found to belong to underage individuals will be terminated immediately and any remaining balance will be frozen.

No. vcity365 enforces a one-account-per-person, one-phone-number, and one-primary-device policy. Holding multiple accounts is a serious violation of the platform's Terms and Conditions. If our system detects multiple-account activity, all associated accounts will be suspended without prior notice and all balances and bonuses will be forfeited.

KYC (Know Your Customer) is an identity verification process required before you can make your first withdrawal. It involves:
  • Front and back image of your identity card (MyKad)
  • Selfie holding your MyKad for facial verification
  • Recent bank statement if required
This process is designed to protect all members from fraud and money laundering. Once KYC is approved (typically within 1–24 hours), your withdrawal limit will be automatically increased.

Changing your phone number requires strict identity verification for security reasons. You will need to contact our support team via Live Chat and provide valid proof of identity. Our team will guide you through the process. Please note that the new phone number cannot be the same as one previously used for another vcity365 account.

If you wish to close your account, contact our support team via Live Chat. Make sure you have withdrawn all eligible balances before submitting the request. Closed accounts cannot be reopened. Alternatively, if you need a break from playing, you can use the Self-Exclusion feature available in your account settings as a responsible gaming measure.

Accounts inactive for more than 12 consecutive months will be classified as "inactive accounts". A monthly maintenance fee may be charged on inactive accounts after that period. Accounts with a zero balance for more than 24 months with no activity will be closed automatically. We recommend logging in at least once every few months if you plan to continue using your account in the future.

The username you choose during registration can differ from your real name and is visible to other players in games. However, your actual personal details — full name, ID number, and bank account number — must be accurate and valid, as they are used for KYC and withdrawal processing. Providing false information may result in account suspension and withdrawal rejection.
Deposit & Payment
5 questions in this section

vcity365 supports a variety of popular payment methods in Malaysia:
  • Direct bank transfer: Maybank2u, CIMB Clicks, Public Bank, Hong Leong, RHB, AmBank
  • FPX: Supports almost all local banks in Malaysia
  • E-wallet: Touch 'n Go eWallet, Boost, GrabPay
  • Cryptocurrency: For players who prioritise extra privacy
All deposit methods are processed securely using 256-bit SSL encryption.

The minimum deposit at vcity365 starts from RM10 only — among the lowest in the industry, making the platform accessible to all players. Maximum deposit limits depend on your chosen payment method and account level. Standard accounts have a daily limit, while VIP members enjoy higher limits. Check the Withdrawal page or contact support for the latest limit information.

Most deposits are processed instantly or within a few minutes. Bank transfers via FPX are typically credited within 1–5 minutes. E-wallets such as Touch 'n Go and GrabPay are processed almost instantly. If your deposit has not been credited after 15 minutes, check your payment proof and contact our support team with a screenshot for a prompt review.

vcity365 does not charge any processing fees for deposits. However, your bank or e-wallet provider may apply their own transaction fees depending on your service plan — this is outside vcity365's control. For example, some banks charge a small fee for FPX transfers to third-party accounts. Check with your bank for more details.

No. vcity365 has a strict policy that deposits must be made from a bank account or e-wallet registered in your own name. Deposits from third-party accounts will not be accepted and may result in account suspension. This is an important security measure to prevent fraud and ensure the integrity of all transactions on the platform.
Cash Withdrawal
5 questions in this section

For accounts that have completed KYC verification, withdrawals are typically processed within 5 to 15 minutes only. This applies to withdrawals to local bank accounts and e-wallets. In rare cases such as additional security checks or technical issues on the bank's end, it may take up to 1–3 hours. Accounts that have not completed KYC may experience delays during the first verification.

Minimum withdrawal is RM30. The maximum daily withdrawal limit for a verified standard account is RM50,000. VIP members enjoy higher limits depending on their membership tier. For withdrawals exceeding certain limits, additional review may be required. Visit the Withdrawal for full details on limits by payment method.

Withdrawals can be rejected for several common reasons:
  • KYC is incomplete or the submitted documents are invalid.
  • Bonus wagering requirement not yet fully met
  • Bank account details do not match the account holder's name.
  • Suspicious account activity requiring further review
  • Daily withdrawal limit exceeded
Contact our support team to find out the exact reason for the rejection and how to resolve it.

Cancelling a withdrawal request depends on its current status. If the request is still "In Processing" and has not yet been sent to the bank, you may be able to cancel it via the Transaction History section in your account. If it has already been processed and sent to the bank, cancellation is no longer possible. In that case, the funds will be credited to your bank account and you will need to make a new deposit if you wish to continue playing.

vcity365 does not charge processing fees for standard withdrawals. Withdrawals to local bank accounts and Malaysian e-wallets are free. Withdrawals to overseas accounts or via certain methods may be subject to different charges. Check the Withdrawal or contact support for full details on fees related to your chosen payment method.
Bonus & Promotions
5 questions in this section

After registering and making your first deposit, go to the Promotions in your account and select the welcome bonus offer. Click "Claim" and the bonus will be credited to your account automatically. Make sure you read the wagering requirement carefully — typically between 20x to 35x the total deposit plus bonus amount before you can withdraw winnings from the bonus funds.

The wagering requirement is the minimum amount you need to wager before bonus funds can be converted into withdrawable cash. For example, if the wagering requirement is 25x and you receive a RM100 bonus, you must place bets totalling RM2,500 (RM100 x 25) before the bonus funds can be withdrawn. This requirement varies by promotion — always check the terms before claiming any bonus.

Yes, you are free to opt out of claiming any bonus. Playing without a bonus means you are not subject to any wagering requirements and can withdraw your deposited funds at any time (subject to KYC verification). To avoid receiving bonuses automatically, simply do not click the "Claim" button on any promotional offer.

Every vcity365 member has a personal referral code that can be shared with friends. When your friend registers using your referral code and makes their first minimum deposit, both parties will receive free credit rewards. To find your referral code, go to the "Refer a Friend" section in your account profile. There is no limit to the number of friends you can invite.

Bonuses are not credited automatically — you need to claim them manually via the Promotions page. If you have claimed a bonus but it has not been credited after 15 minutes, check the following:
  • Make sure your deposit meets the minimum amount required for that bonus.
  • Check whether the offer is still active and has not expired.
  • Make sure you have not already claimed the same bonus during the same period.
Contact support with a screenshot for a prompt review if the issue persists.
Games
4 questions in this section

vcity365 offers more than 1,000 game titles from world-leading software providers. Options include modern video slots with progressive jackpots, live casino games with real dealers (blackjack, baccarat, roulette), poker and card games, dice games, as well as sports and e-sports. The game library is updated regularly with new titles every week.

Yes, most slot and casino games at vcity365 are available in demo or free-play mode for logged-in players. This mode lets you try out games and understand their mechanics before playing with real money. Please note that wins in demo mode cannot be converted to cash — it is for entertainment and learning purposes only.

All games at vcity365 use RNG (Random Number Generator) technology that has been verified by independent auditing bodies. This ensures every game outcome is random and cannot be manipulated. All game providers partnering with vcity365 hold licenses and certifications from recognized gaming authorities. The return-to-player (RTP) rate for each game can also be checked in the game information.

If your internet connection drops during an active game session, the vcity365 system will automatically save your game state. When you log back in, you can resume from where you left off. For games with a spin in progress at the time of disconnection, the outcome will be resolved automatically by the server and the result will be credited or deducted from your balance accordingly.
Security & Privacy
4 questions in this section

vcity365 uses 256-bit SSL encryption to protect all data transmitted between your device and our servers. Your personal data is stored on secure servers with restricted access. vcity365 does not sell or share your personal information with any third party without your consent, except as required by law. For full details, visit the Privacy Policy ours.

Log in to your account and go to Settings → Security. Find the "Two-Factor Authentication" option and follow the instructions to enable it. Once active, every login from a new device will require an OTP code sent to your registered phone number. We strongly recommend all members enable 2FA as an extra layer of protection for their account.

If you suspect your account has been accessed without authorization, take immediate action:
  • Try changing your password immediately using the "Forgot Password" function
  • Contact our support team via Live Chat and request a temporary account freeze.
  • Provide details of any suspicious activity you noticed for investigation
  • Check your device for any malware or keyloggers.
Our security team will investigate and take immediate action to protect your account.

Yes. vcity365 is a licensed platform operating under strict security and responsible gaming standards. Player funds are held in accounts separate from the company's operational funds, ensuring your money is always protected. The platform undergoes regular security audits and uses the latest protection technology. Over 500,000 Malaysian members have trusted vcity365 as their gaming platform of choice.
Mobile App
4 questions in this section

Visit page App on the vcity365 website and select the version that matches your device — iOS or Android. For Android, you will need to enable "Unknown Sources" in your device settings before installing the APK file. For iOS, follow the provided configuration profile installation instructions. The app is free and requires no subscription.

For Android, the minimum supported version is Android 6.0 and above with at least 2GB of RAM. For iOS, the minimum version is iOS 12.0 and above. A stable internet connection — either WiFi or 4G/5G mobile data — is required for the best experience, especially for live casino games that use high-quality video streaming.

Yes, the vcity365 app downloaded from the official website vcity365.pro is safe and free from malware. Make sure you only download the app from the official link on the App only — do not download from other sources or links shared via WhatsApp or Telegram as they may be fraudulent. Our official app does not request unnecessary permissions from your device.

Yes, the vcity365 mobile app offers an experience on par with the full website. All games, deposit and withdrawal functions, bonus claims, transaction history, and Live Chat customer support are available in the app. The app also offers exclusive features such as biometric login, push notifications for the latest offers, and an interface optimised for mobile screens.

Can't Find Your Answer? The vcity365 customer support team is available to assist you 24 hours a day, 7 days a week via Live Chat on the platform or mobile app. Our average response time is under 3 minutes.

Quick Navigation
Account & Registration Deposit & Payment Cash Withdrawal Bonus & Promotions Games Security & Privacy Mobile App
Why vcity365?
500K+
Registered Members
1,000+
Games
5 Min
Withdrawal
24/7
Support
Useful Links
Register a New Account Login Check Latest Promotions Withdrawal Guide VIP Program Download App Responsible Gaming Terms and Conditions
Contact Support

Can't find the answer you're looking for? Our team is available 24/7 via Live Chat.

Live Chat — Response in < 3 minutes
Operating 24 hours, 7 days a week
Support in Bahasa Melayu & English

Still Have Questions? We're Here to Help

The vcity365 support team operates 24 hours a day, 7 days a week. Or if you're ready, register a free account now and start the best gaming experience in Malaysia.

Register a Free Account Login Now
💬
24/7 Live Support
Licensed & Trusted Platform
vcity365 operates under an official licence with the highest security standards.
Fastest Withdrawals
Your funds arrive within 5–15 minutes for verified accounts.
Bahasa Melayu Support
Our support team can communicate in Bahasa Melayu 24/7.
Bahasa Melayu