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Frequently Asked Questions

PuckLuck FAQ — All Your Questions Answered in One Place

From registration to withdrawals, bonuses to gaming security — find straightforward answers to all your PuckLuck questions right here, in plain English.

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Account & Registration

Signing up on PuckLuck is quick and easy. Go to the registration page and enter your name, mobile number, email, and password. You'll receive an OTP on your mobile to complete verification. The whole process takes just 2 minutes and is completely free.

No. Under PuckLuck's rules, each person may only hold one account. Attempting to open multiple accounts may result in all accounts being suspended or permanently closed, and any accumulated balance may be forfeited.

On the login page, click the "Forgot Password?" link. Enter your registered mobile number or email — a password reset OTP or link will be sent to you. Use it to set a new password.

KYC is not required at registration. However, you will need to complete KYC using your NID or passport before making large withdrawals. This is mandatory for your account's security and legal compliance.

To change your registered name, contact customer support with your KYC-verified documents. To change your mobile number, submit a request through support. Your email address can be updated directly from your account settings.
Deposit

Log in and go to the Deposit page. Select mobile banking or an e-wallet, enter the amount, and follow the instructions. Once payment is confirmed, your balance is typically credited within 5–15 minutes.

The minimum deposit on PuckLuck starts from BDT 200. The minimum amount may vary by payment method. Check the instructions on the deposit page for accurate details.

Wait 5–15 minutes first. If your balance still hasn't updated, contact customer support with a screenshot of the payment and your transaction ID. Our team will verify and resolve it promptly.

PuckLuck generally charges no extra fees on deposits. However, your payment provider may apply their own fees — this is outside PuckLuck's control. Please check your payment method's charges before making a deposit.
Withdraw

Withdrawals are typically processed within 1–24 hours of submission. KYC-verified accounts are processed faster. During peak hours or for larger amounts, processing may take a little longer.

The minimum withdrawal is generally BDT 300, while the maximum depends on your account tier and KYC status. Check the Withdrawal page for exact limits.

If a withdrawal is rejected, the amount will be returned to your balance. Withdrawals are typically blocked due to incomplete KYC or mismatched account details. Contact customer support to find out the reason.

No, bonus funds cannot be withdrawn directly. Every bonus comes with specific wagering requirements. Once those conditions are met, your winnings can be withdrawn. See the bonus terms and conditions for full details.
Bonuses & Promotions

When you make your first deposit on a new account, a 100% welcome bonus is added automatically — no code or separate request needed. Bonus amount is up to BDT 5,000.

A wagering requirement means you must bet the bonus amount a set number of times. For example, a 10x wagering requirement on a BDT 1,000 bonus means you need to place a total of BDT 10,000 in bets. This is naturally fulfilled as you play.

A percentage of your total losses over a set period (typically weekly) is returned to you as cashback. The cashback percentage depends on your VIP level — the higher your VIP tier, the more cashback you receive.

Yes, PuckLuck has a referral program. When a friend registers using your referral code and makes their first deposit, you receive a bonus. See the Promotions page for full details.
Gaming

PuckLuck offers slots, Live Casino (baccarat, roulette, blackjack), fishing games, crash games, and much more — over 1,000 games in total, with new titles added every week.

Yes, minimum and maximum bet amounts vary by game. Slots generally start from BDT 1, while live games have slightly higher minimums. These details are listed in each game's description.

Yes, all games on PuckLuck are powered by certified RNG (Random Number Generator) technology, ensuring every outcome is completely random and cannot be predicted or manipulated by anyone.

Yes, all games on PuckLuck are mobile-friendly and work seamlessly in your browser or on the PuckLuck app. Download the app for the best experience — available on both Android and iOS.
Security & Responsible Gaming

Yes, completely secure. PuckLuck uses 256-bit SSL encryption — the same level of protection as banks. Your information is never sold or shared with third parties. See our Privacy Policy for full details.

Self-exclusion lets you voluntarily take a break from gaming for a set period. You can set an exclusion of 6 months to 5 years via Account Settings or through customer support. Your account will be inaccessible for the duration.

No. PuckLuck strictly enforces an 18+ policy. Registration or gaming by minors is completely prohibited. Accounts that fail age verification will be closed. Parents can set gaming restrictions on shared family devices.

Full details are available on PuckLuck's Responsible Gaming page. Use the self-exclusion, deposit limit, and cooling-off tools. Our customer support team will assist you with complete confidentiality.

Why Choose PuckLuck?

Reasons why thousands of Bangladeshi gamers trust us.

Safe & Trusted

SSL encryption, RNG certification, and strict KYC policies — PuckLuck ensures the highest level of security.

Fast Payments

Deposits in as little as 15 minutes, withdrawals in 1–24 hours. Mobile banking and e-wallets supported.

English-Language Support

Our support team speaks English — get 24/7 help with any issue.

Exciting Bonuses

Welcome bonus, daily cashback, free spins, and referral rewards — there's always something new every day.

Mobile-First

Get the full experience on our Android & iOS apps or mobile browser — anytime, anywhere.

Responsible Gaming

Deposit limits, self-exclusion, and cooling-off tools — your well-being is our priority.

More Help

Still have questions? We're here for you

If you can't find a satisfactory answer in the PuckLuck FAQ, our customer support team is always ready to help. We're available in English and can resolve most issues within minutes.

New users can easily create an account on our registration page — it's free and takes just 2 minutes. Already a member? Log in and continue enjoying your gaming experience.

PuckLuck staff will never ask for your password or payment OTP over the phone or by email. If anyone does, report it to support immediately.
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