Frequently Asked Questions

No — tenwin strictly enforces a one-account-per-person policy. Creating duplicate accounts is a breach of the Terms & Conditions and may result in the permanent closure of all associated accounts and forfeiture of any balances. If you have forgotten your login credentials, use the password reset function rather than opening a new account. Contact support if you need further assistance recovering your original account.

For players based in Pakistan, a valid Computerised National Identity Card (CNIC) is the primary identity document accepted for KYC verification. You may also be asked to provide proof of residential address and, at higher deposit thresholds, documentation confirming your source of funds. All documents must be current, legible and submitted in the format specified by the verification system. KYC is typically completed within one to two business days of document submission.

The minimum age to register and use tenwin is 18 years, or the higher minimum required by the operator's license jurisdiction — whichever applies. Age is verified at registration via date-of-birth declaration and confirmed during KYC through identity document checks. Being of legal age does not automatically determine the lawfulness of gambling in your location. Pakistan has gambling restrictions under the Prevention of Gambling Act, 1977. Players are responsible for understanding applicable local law.

Basic details such as notification preferences and password can be updated directly through your account settings. Changing core identity information — such as your registered name, date of birth or email address — requires verification by the support team to maintain the integrity of the KYC process. Contact the support team via live chat or email at [email protected] with your request and any supporting documentation required to confirm the change.

The cashier displays all currently available payment methods for your region. Familiar Pakistan payment channels — such as Easypaisa, JazzCash, Raast, and major bank transfers including HBL, UBL, Meezan Bank and Bank Alfalah — are referenced as context for what Pakistani players may be familiar with. Cryptocurrency options including BTC and USDT may also be available. Actual availability depends on the operator's cashier configuration at the time of your transaction. These providers do not endorse or support gambling services.

Minimum deposit amounts vary by payment method and are displayed in the cashier at the time of transaction. As a general reference, minimum deposits typically start from PKR 500 to PKR 1,000 depending on the method selected, though the operator may adjust these thresholds. Always check the cashier for current minimums before initiating a deposit. Deposits below the stated minimum for a given method will not be credited to your account.

Withdrawal processing times depend on the method chosen, whether your KYC is fully verified, and the operator's internal review queue. Pending withdrawals are typically reviewed within 24 to 48 hours. After operator approval, transfer times depend on the payment provider — some faster digital payment rails process quicker than standard bank transfers. tenwin does not guarantee specific processing speeds for any payment provider. If a withdrawal is delayed beyond 5 business days, contact support for an update.

Withdrawals are subject to KYC verification before release. If your identity documents have not been fully verified, your withdrawal will be held until verification is complete. This is a standard AML compliance control — not a punitive measure. Submit your CNIC and any other requested documents via the verification section of your account settings. Once KYC is approved, your pending withdrawal will proceed automatically. Delays are typically caused by incomplete or illegible document submissions.

As a general rule, withdrawals must be made to a payment method that is verified in your own name. In most cases, the operator requires the first withdrawal to be processed back to the same method used for the deposit as an AML safeguard. If your original deposit method cannot receive funds (for example, a one-direction payment source), contact the support team to discuss the available options. Third-party payment methods are not permitted for either deposits or withdrawals.

Yes — cricket is one of the most prominent sports in the tenwin sportsbook. Markets are available for Pakistan domestic cricket including the Pakistan Super League (PSL), T20 internationals, ICC tournaments such as the Cricket World Cup and Champions Trophy, Test matches and bilateral series. Typical markets include match winner, top batsman, total runs, over/under and live in-play betting during active matches. Market availability depends on the fixture schedule and the operator's coverage at the time.

RTP stands for Return to Player — it's the theoretical percentage of wagered money a slot game pays back to players over a large number of spins. For example, a slot with 96% RTP will, in theory, return PKR 96 for every PKR 100 wagered over time. RTP is a long-run statistical figure — it does not predict outcomes for individual sessions. Each game's RTP is typically published within the game's information panel. Higher RTP does not guarantee wins; all slot results are determined by a Random Number Generator (RNG).

Live casino games on tenwin are streamed in real time from professional studios with live dealers managing the game. Available titles typically include Live Roulette, Live Blackjack, Live Baccarat and Live Game Shows. You join a table, place your bets within the betting window displayed on screen, and watch the outcome unfold via the live video feed. A stable internet connection is recommended for the best experience. Live casino games are not available in demo mode — real-money bets are required to participate.

Yes — the tenwin platform is fully optimised for mobile browsers on both Android and iOS devices. You can access the sportsbook, live casino, slots and your account settings directly from your phone's browser without needing to download a separate app. The mobile interface automatically adjusts to your screen size. For the best performance, use an up-to-date version of Chrome, Safari or Firefox on your device, and ensure you have a stable internet connection — 4G or Wi-Fi is recommended for live casino streaming.

A wagering requirement — also called a rollover — is the total amount you must bet from a bonus before the bonus funds (or associated winnings) become eligible to withdraw. For example, a PKR 5,000 bonus with a 30x wagering requirement means you must place PKR 150,000 in qualifying bets before withdrawing. The specific multiplier, qualifying games and expiry window are stated in the individual offer's terms. Always read the full bonus terms before claiming any promotion on tenwin.

Yes — most bonuses on tenwin include a maximum bet restriction during the wagering period. This is typically a fixed amount per spin or per bet (for example, PKR 500 per bet while a bonus is active). Placing a single wager above the maximum bet limit while a bonus is active is a breach of the bonus terms and will usually result in the bonus and any associated winnings being voided. Check the specific offer terms for the applicable maximum bet before playing with a bonus balance.

No — game contribution rates vary. Slot games typically contribute 100% of each bet toward the wagering requirement, making them the most efficient way to meet a rollover. Table games such as Blackjack, Roulette and Baccarat often contribute at a reduced rate — sometimes as low as 10% — or may be excluded entirely from certain promotions. Live casino and sports betting contribution rates are specified per offer. Always check the bonus terms for the contribution table applicable to that specific promotion.

Requesting a withdrawal while a bonus wagering requirement is still active will typically result in the bonus being forfeited. Your Real Money Balance (the funds you deposited) may be returned, but the bonus funds and any winnings generated from the bonus will be voided. If you decide you do not want to complete the wagering requirement, you can request the bonus be removed from your account via support — after which your real-money balance becomes withdrawable as normal, subject to standard KYC and withdrawal conditions.

Deposit and loss limits can be set directly within the Responsible Gambling section of your account settings. You can configure daily, weekly or monthly caps. Once set, a reduction in your limit takes effect immediately. An increase in any limit is subject to a mandatory cooling-off period — it will not take effect until that waiting period has elapsed. You can also contact the support team to set or adjust limits at any time. For full details, see the Responsible Gambling page.

Self-exclusion is a binding account restriction that prevents you from accessing tenwin for a defined period — 6 months, 1 year, or permanently. Once activated, it cannot be reversed by you during the exclusion period. Any attempt to register a new account during self-exclusion will result in that account being closed and any funds forfeited. To activate self-exclusion, go to the Responsible Gambling section in your account settings or contact support via live chat or email. Your balance will be returned upon request during the exclusion process.

If you suspect unauthorised access to your account, contact tenwin support immediately via live chat. Our team can freeze your account while an investigation takes place. Change your password as soon as you are able to access the account settings, and enable any additional authentication measures available. Do not share your password or one-time codes with anyone — tenwin staff will never ask for your password. For Pakistan users, ensure your registered mobile number and email remain secure, as they are used for identity verification.

If gambling is causing financial, emotional or personal harm, the most important step is to reach out for support. Contact the tenwin support team via live chat or at [email protected] — our team can activate a self-exclusion or set limits on your behalf immediately, without judgment. Additionally, consider speaking with a trusted family member, a licensed counsellor in your area, or a mental health professional. The operator's licensing jurisdiction provides access to recognised responsible gambling support organisations. Visit the Responsible Gambling page for more guidance.