Terms & Conditions

01 Introduction

These Terms and Conditions ("Terms") govern your access to and use of the citinow online gaming platform, accessible at citinow.cam ("Platform", "Site", "we", "us", or "citinow"). These Terms constitute a legally binding agreement between you ("User", "Player", "you") and citinow. By creating an account, depositing funds, placing a wager, or otherwise using any feature of the citinow Platform, you acknowledge that you have read, understood, and agreed to these Terms in full.

citinow offers online casino games, sports betting, live dealer games, slot games, arcade games, and lottery-style products. The Platform is designed to serve players in Malaysia and is operated with Malaysian Ringgit (MYR) as its primary transaction currency.

If you do not agree with any part of these Terms, you must discontinue use of the Platform immediately. citinow reserves the right to modify these Terms at any time. Continued use of the Platform following notification of changes constitutes acceptance of the updated Terms.

02 Definitions

For the purposes of these Terms, the following definitions shall apply:

• "Account" — the personal account registered by a User on the citinow Platform.
• "Balance" — the total MYR amount held in a User's Account wallet at any given time, inclusive of real-money funds and bonus funds where applicable.
• "Bonus Funds" — promotional credits awarded to a User pursuant to a specific citinow promotion, subject to wagering requirements before withdrawal.
• "Real Money Funds" — funds deposited by a User from their own financial resources via a supported payment method.
• "KYC" — Know Your Customer verification, the process by which citinow verifies a User's identity and eligibility.
• "Wagering Requirement" — the total amount a User must wager using Bonus Funds before those funds or associated winnings may be withdrawn.
• "MYR" — Malaysian Ringgit, the lawful currency of Malaysia, used as the primary currency on the citinow Platform.
• "Prohibited Conduct" — any act or omission by a User that violates these Terms or applicable law, as further described in Section 8.
• "Self-Exclusion" — a voluntary mechanism by which a User restricts their own access to the Platform for a specified or indefinite period.

03 Account Eligibility

To be eligible to register and maintain an account on citinow, a User must satisfy all of the following criteria at all times:

1. Age: The User must be at least 21 years of age. citinow strictly prohibits access to or use of the Platform by persons under the age of 21.
2. Capacity: The User must have full legal capacity to enter into a binding agreement under the laws applicable to them.
3. Single Account: The User must not hold or have held any other citinow Account. Multiple accounts per person are strictly prohibited.
4. Not Self-Excluded: The User must not be subject to a self-exclusion order, either voluntary or imposed, on the citinow Platform or through any relevant responsible gambling register.
5. Not an Employee: The User must not be an employee, contractor, agent, or affiliate of citinow, nor a close family member of such a person, in relation to any activity that could create a conflict of interest.
6. Accurate Information: The User must provide accurate, complete, and current personal information during registration and maintain the accuracy of that information at all times.

04 Account Registration & KYC Verification

To access real-money features of the citinow Platform, Users must complete the account registration process and pass KYC verification as follows:

4.1 Registration

During registration, Users must provide their full legal name, date of birth, residential address in Malaysia (e.g., Kuala Lumpur, Penang, Johor Bahru, Petaling Jaya, Shah Alam, or other Malaysian addresses), contact email, and a secure password. All information must be accurate and truthful. Providing false information is grounds for immediate account termination.

4.2 KYC Verification Requirements

citinow requires all Users to complete KYC verification prior to processing their first withdrawal. KYC verification requires submission of:

• A clear, legible copy of a valid Malaysian identity document (MyKad) — front and back;
• A current selfie of the User holding their MyKad next to their face; and
• Where required by citinow's compliance team, a screenshot or statement from the User's registered payment account (e.g., Maybank, CIMB, Touch 'n Go eWallet) confirming the account holder name and account number.

4.3 Verification Processing

citinow aims to complete KYC review within two (2) hours of submission during business hours. Verification outcomes are communicated by email. citinow reserves the right to request additional documentation and to suspend withdrawal privileges pending satisfactory KYC completion.

4.4 Account Security

Users are solely responsible for maintaining the confidentiality of their account credentials. Users must not share their login details with any third party. citinow will not be liable for any losses arising from unauthorised access to an account resulting from a User's failure to maintain credential security.

05 Deposits & Withdrawals

5.1 Deposits

citinow accepts deposits via the following Malaysian payment methods: Touch 'n Go eWallet, Boost, GrabPay, DuitNow, FPX (including Maybank, CIMB, Public Bank, Hong Leong), Bitcoin (BTC), and USDT. The minimum deposit is RM 50. citinow reserves the right to alter the minimum deposit amount and available payment methods at any time.

All deposits are processed in Malaysian Ringgit (MYR). Cryptocurrency deposits are converted at the prevailing market rate at the time of confirmation. citinow does not charge deposit fees, however Users should be aware that their payment service provider may apply their own fees.

5.2 Withdrawals

Withdrawal requests may only be processed to payment methods registered in the User's name. Third-party withdrawals are strictly prohibited. Withdrawal processing times are as follows:

• E-Wallets (Touch 'n Go, GrabPay, Boost): typically 5–15 minutes for verified accounts;
• FPX / DuitNow Bank Transfers (Maybank, CIMB, Public Bank, Hong Leong): typically 30 minutes to 2 hours;
• Cryptocurrency (BTC, USDT): typically 10–30 minutes, subject to blockchain confirmation times.

These timeframes are estimates and are not guaranteed. citinow is not liable for delays caused by third-party payment processors, banking network congestion, or force majeure events.

5.3 Withdrawal Conditions

A withdrawal request will only be processed where all of the following conditions are met:

• The User's KYC verification is fully completed and approved;
• All applicable wagering requirements on any Bonus Funds have been satisfied;
• The requested amount does not exceed the User's applicable daily or monthly withdrawal limit for their VIP tier;
• The User's account is in good standing with no open compliance investigations; and
• The withdrawal amount consists only of Real Money Funds or bonus winnings that have met their wagering requirements.

06 Bonuses & Promotions

citinow offers promotional bonuses to new and existing players, including welcome bonuses, birthday bonuses, referral rewards, and VIP tier benefits. All bonuses are subject to the following general conditions and to any specific terms stated in the individual promotion:

6.1 Wagering Requirements

Bonus Funds must be wagered a minimum number of times (the "Wagering Requirement") before withdrawal is permitted. Wagering Requirements for citinow promotions typically range from 20x to 35x the bonus amount. The applicable Wagering Requirement is stated in each promotion's specific terms.

6.2 Game Contribution Rates

Not all games contribute equally to the Wagering Requirement. Typical contribution rates are as follows:

• Slot games: 100% contribution
• Live casino games (Baccarat, Roulette, Blackjack): 10–20% contribution
• Sports betting: 20% contribution (wagers with odds of 1.80 or greater)
• Arcade and lottery games: 50% contribution

6.3 Birthday Bonus

The citinow Birthday Bonus is awarded automatically to eligible verified players based on their registered VIP tier. Amounts are as follows: Bronze — MYR 188; Silver — MYR 388; Gold — MYR 888; VIP — MYR 2,688. The Birthday Bonus carries a wagering requirement and must be claimed within 7 days of the player's birthday.

6.4 Referral Bonus

Players who refer a new eligible user to citinow may earn MYR 38 per successful referral. A successful referral requires the referred player to register a new account, complete KYC, and make a qualifying first deposit. Referral bonuses are subject to applicable wagering requirements.

07 Games & Betting Rules

citinow offers a range of gaming products including slot games, live dealer casino games, a sports sportsbook, and arcade titles. The following general rules apply across all product categories:

• The results of all citinow games are determined by certified Random Number Generator (RNG) technology or by live event outcomes for sports betting and live dealer games.
• Bets placed in error (including insufficient funds, system errors, or placement under incorrect odds) may be voided at citinow's discretion.
• citinow publishes Return to Player (RTP) percentages for all slot titles. These figures represent theoretical long-term averages and are not guarantees of individual session outcomes.
• For sports betting, citinow reserves the right to void, suspend, or delay settlement of markets in the event of a dispute, data error, or force majeure. This includes markets related to Liga Super Malaysia, EPL, UEFA competitions, UFC, and any other sporting event.
• Maximum win limits per game, spin, or bet may apply. These are communicated in the game interface or at the time of market placement.

08 Prohibited Conduct

The following conduct is strictly prohibited on the citinow Platform:

1. Registering or operating more than one account on the Platform;
2. Providing false, misleading, or fraudulent information during registration or KYC;
3. Using the Platform while under the age of 21;
4. Using another person's identity, payment method, or account credentials;
5. Using automated tools, bots, scripts, or artificial intelligence systems to place bets or interact with the Platform;
6. Engaging in match-fixing, manipulation of sporting events, or any form of cheating in live or RNG games;
7. Exploiting technical errors, glitches, or vulnerabilities in the Platform for financial gain;
8. Money laundering or using the Platform to process the proceeds of any criminal activity;
9. Engaging in abusive, threatening, or harassing behaviour toward citinow employees or other Platform users;
10. Any other conduct that, in citinow's reasonable opinion, undermines the integrity of the Platform or harms other players.

09 Account Suspension & Closure

citinow reserves the right to suspend, restrict, or permanently close any account with or without prior notice in any of the following circumstances:

• The account holder is found to be under the age of 21;
• Prohibited Conduct (as defined in Section 8) is identified or reasonably suspected;
• Fraudulent payment activity or chargebacks are detected on the account;
• The account holder fails to satisfactorily complete KYC verification;
• The account holder requests permanent closure via a written request to citinow support; or
• citinow is required to close the account by applicable law or regulatory direction.

Where an account is closed due to Prohibited Conduct, any balance held (including Real Money Funds and winnings) may be forfeited at citinow's discretion, subject to applicable legal requirements. Where a User legitimately closes their account, their Real Money Funds balance will be returned via their registered payment method following completion of any outstanding security review.

10 Intellectual Property

All content on the citinow Platform, including but not limited to software, game content, graphics, text, logos, trademarks, and user interface design, is the intellectual property of citinow or its licensed content providers. Users are granted a limited, non-exclusive, non-transferable licence to access and use the Platform for personal entertainment purposes only.

Users may not reproduce, modify, distribute, sublicense, or create derivative works from any citinow content without prior written consent. Any unauthorised use of citinow's intellectual property may result in immediate account termination and legal action.

11 Limitation of Liability

To the fullest extent permitted by applicable law, citinow shall not be liable for:

• Any loss of profits, revenue, data, or business opportunity arising from use of or inability to use the Platform;
• Any interruption, delay, suspension, or discontinuation of Platform services due to technical failures, maintenance, or events beyond citinow's reasonable control;
• Any losses arising from a User's failure to maintain the security of their account credentials;
• Any losses arising from the User's decision to gamble, including gambling losses, where the User has not used the responsible gambling tools available on the Platform.

citinow's total aggregate liability to any User in connection with their use of the Platform shall not exceed the total amount deposited by that User in the twelve (12) months immediately preceding the event giving rise to the claim.

12 Privacy & Data

citinow collects and processes personal data from Platform Users in accordance with its Privacy Policy, which forms an integral part of these Terms. By agreeing to these Terms, Users also acknowledge and accept the practices described in the Privacy Policy.

citinow collects personal data including name, date of birth, identity document details, residential address, email address, payment account details, and betting activity records. This data is used for account management, KYC compliance, fraud prevention, personalisation of services, and communication of promotions where consent has been given.

citinow does not sell, rent, or disclose User personal data to unaffiliated third parties for marketing purposes. Data may be shared with regulated payment processors (including Maybank, CIMB, Public Bank, Touch 'n Go, and other payment partners operating in Malaysia), compliance service providers, and regulatory authorities where legally required.

13 Responsible Gambling

citinow is committed to operating a responsible gambling environment. The following tools and obligations apply:

• Age Restriction: The Platform is strictly for players aged 21 and above. All Users consent to age verification during registration.
• Deposit Limits: Users may set daily, weekly, or monthly deposit limits via their account settings. Limits take effect immediately and cannot be increased for a minimum cooling-off period.
• Session Reminders: Users may configure time-based reminders to alert them to the duration of their gaming sessions.
• Self-Exclusion: Users may request temporary or permanent self-exclusion from the Platform. During a self-exclusion period, the account will be disabled and deposits will not be accepted.

Players seeking external support for problem gambling are encouraged to contact appropriate professional support services. citinow supports the work of responsible gambling organisations and encourages any User who feels they may have a gambling problem to seek help promptly.

For more detailed information, please refer to our dedicated Responsible Gambling page.

14 Amendments to These Terms

citinow reserves the right to amend, update, or replace these Terms at any time. Where changes are material, citinow will provide reasonable notice via email to the registered account address or via a prominent notice on the Platform. The "Effective Date" shown at the top of this page will be updated to reflect the date the revised Terms take effect.

Continued use of the Platform following publication of updated Terms constitutes acceptance. If a User does not agree to any amendment, they must cease using the Platform and may request account closure in accordance with Section 9.

15 Governing Law

These Terms shall be governed by and construed in accordance with applicable law. Any dispute, controversy, or claim arising out of or relating to these Terms, or the breach, termination, or invalidity thereof, shall be subject to resolution through citinow's internal dispute resolution process in the first instance. Where a dispute cannot be resolved internally, the parties agree to pursue resolution through available legal mechanisms.

citinow operates the Platform in English and targets users in Malaysia. Users in other jurisdictions access the Platform at their own risk and are responsible for compliance with their local laws.

16 Contact Us

For any questions, concerns, or requests relating to these Terms and Conditions, including requests to exercise rights under applicable law, please contact the citinow team: