Frequently Asked Questions
Scroll to the right for more >
What is Rakuplay?
Rakuplay is a trusted and innovative online casino in Malaysia, offering a diverse range of games including online slots, fishing games, live dealer casino games, and sports betting. As a licensed and secure platform, Rakuplay partners with top providers like Pragmatic Play, Jili, Mega888 and others to deliver a premium, fair gaming experience.
With exciting promotions such as Free Credit No Deposit Welcome Bonus, VIP loyalty rewards, missions and tasks, Rakuplay caters to both new and veteran players. Acccessible on all devices, Rakuplay ensures 24/7 entertainment with safe and responsible gaming practices.
Your use of Rakuplay means you agree to our Terms of Service and Responsible Gaming policies, ensuring a fun, responsible, and engaging gaming experience.
How do I create an account on Rakuplay?
To create an account on Rakuplay:
1. Click on the “Register” button on the homepage.
2. Enter your phone number and choose a password.|
3. Press the “Register” button, and you’re all set to start playing!
How do I log in to Rakuplay?
To log in to Rakuplay:
1. Click the “Login” button on the homepage.
2. Enter your phone number and the password you set during registration.
3. Press the “Login” button, and you’ll be ready to start playing!
What games are available on Rakuplay?
Rakuplay offers a wide variety of games to suit all players, including popular slot titles, fishing games, live dealer games, and classic table games such as blackjack, roulette, and baccarat. Explore our extensive game library for endless entertainment!.
Is Rakuplay licensed and regulated?
Yes, Rakuplay is fully licensed and regulated to ensure a fair and secure gaming environment. We prioritize the safety and integrity of our games to provide a trustworthy experience for all players.
Is there a mobile app for Rakuplay?
Yes, Rakuplay offers a mobile app that you can download by clicking the “Download APP” button on the top right corner of our mobile website. Additionally, Rakuplay is fully optimized for all devices, ensuring a seamless gaming experience anytime, anywhere.
How can I contact customer support?
You can reach our customer support team 24/7 via LiveChat for any inquiries or assistance. We’re here to help whenever you need support!
What languages does Rakuplay support?
Rakuplay supports English, Mandarin, and Bahasa Malaysia to cater to our diverse audience and ensure a seamless experience for all players.
Can I play games for free before placing real money?
Yes, we offer Free Credit No Deposit promotion to new users allowing you to try our games for free before placing real money. Check out Promotions page for more details.
What should I do if I forget my password?
You need to add your bank account name and number to your Rakuplay account for withdrawal purposes, ensuring your winnings are securely transferred to your bank.
Where can I get my Player ID?
To add your bank account, follow these steps:
1. Click on “Profile.”
2. Select “Withdrawal Info.”
3. Click the “+” icon in the top right-hand corner.
4. Enter your bank account details.
5. Click “Submit.”
How do I change my account details (phone number, bank account)?
You cannot change your bank account details yourself. If you need to update your bank account, please contact our customer service team for assistance.
How can I change my nickname?
You can change your nickname by following these steps:
1. Go to the “My Profile” section in the upper right-hand corner.
2. Select the “Edit” icon.
3. Enter your new nickname.
4. Select “Confirm” to save the changes.
Why do I need to add my bank account?
You need to add your bank account name and number to your Rakuplay account for withdrawal purposes, ensuring your winnings are securely transferred to your bank.
How do I add my bank account?
To add your bank account, follow these steps:
1. Click on “Profile.”
2. Select “Withdrawal Info.”
3. Click the “+” icon in the top right-hand corner.
4. Enter your bank account details.
5. Click “Submit.”
How do I change my bank account?
You cannot change your bank account details yourself. If you need to update your bank account, please contact our customer service team for assistance.
Can I close my account temporarily or permanently?
Yes, you can request a temporary suspension or permanent closure of your account by contacting our customer support team.
How do I protect my account from unauthorized access?
Ensure you have a strong password, and never share your login details with anyone.
How many Rakuplay accounts can I have?
Each player is only allowed to have one Rakuplay account. If multiple accounts are found, any duplicate accounts will be frozen.
My account is blocked. What can I do?
Your account may be blocked under the following conditions:
1. Suspicion of misconduct or fraud.
2. Non-compliance with our betting rules.
3. Mistaken crediting of your account.
Please contact our customer service team to learn more about the status of your account and to request unblocking.
What is "Cash Wallet" & "Promotion Wallet"?
Cash Wallet:
The Cash Wallet holds your game credit when you deposit without claiming any bonuses.
Promotion Wallet:
The Promotion Wallet holds your game credit when you claim bonuses or participate in promotions. Once the turnover requirements are met, you can transfer your credit to the Cash Wallet for withdrawal.
What payment methods does Rakuplay support for deposits?
Rakuplay supports various payment methods, including bank transfers, DuitNow, QRPay, and popular e-wallets like Touch ‘n Go.
How long does it take to process deposits and withdrawals?
Deposits are typically processed within 5 minutes. Withdrawals may take up to 10 minutes, depending on the payment method and the withdrawal amount.
Is there a minimum/maximum deposit and withdrawal limit?
Yes, the minimum deposit is RM30, and the maximum withdrawal limit is RM50,000 per day.
How do I withdraw my winnings from Rakuplay?
To withdraw your winnings, go to the “Settle” section in your account, select your preferred bank account, enter the amount you wish to withdraw, and submit your request.
Why was my deposit/withdrawal request declined?
Your deposit or withdrawal request could be declined due to incorrect payment details, not meeting the minimum deposit/withdrawal requirements, or an issue with the payment provider. Please contact customer support for assistance.
How do I check my turnover?
You can check your turnover in two ways:
1. Via Cash Wallet (if no bonus):
* Click on the “Info” icon.
2. Via Promotion Wallet:
* Click on the “Info” icon.
How do I transfer game credit from "Promotion Wallet" to "Cash Wallet"?
Once you have met the turnover requirement, go to your “Promotion Wallet” and click “Settle” to transfer your game credit to the “Cash Wallet.”
I am unable to meet my turnover requirement, how do I reset it to zero?
You can reset your turnover requirement to zero by following these steps:
1. Via Promotion Wallet:
* Click the “Info” icon.
* Select “Give Up.”
2. Via Navigation Bar:
* Click “Settle.”
* Select “Give Up.”
What currencies can I use for deposits and withdrawals?
Rakuplay currently accepts transactions in MYR (Malaysian Ringgit) only.
Are there fees for deposits or withdrawals?
Rakuplay does not charge fees for deposits or withdrawals.
Can I reverse a withdrawal request?
You can only reverse a withdrawal request if it has not yet been processed. Please contact customer support as soon as possible for assistance.
Can I use someone else's bank account to make a deposit?
No, you are not allowed to deposit using someone else’s bank account. All deposits must be made using your own account.
What bonuses are available for new players?
New players can enjoy Free Credit No Deposit welcome bonus. Check our Promotions page for details.
How can I get free credit on Rakuplay?
There are several ways to get free credit on Rakuplay:
1. Through the new member promotion.
2. By completing “Tasks” and claiming your rewards from your inbox.
3. Exchanging diamonds for free credit by accessing the Diamond Shop via the “Diamond Wallet.”
What can I use the diamonds in Rakuplay for?
Diamonds collected on Rakuplay can be used to exchange for Free Credits with a 1x turnover requirement in the Diamond Shop.
How can I earn diamonds?
There are several ways to earn diamonds on Rakuplay:
1. Complete tasks listed in the “Task” section under the Promotion tab to collect diamond rewards.
2. Participate in the daily login activity (FAFAFA task) to receive free diamonds every day.
3. Achieve a minimum daily turnover of 500 and receive a diamond rebate the following day.
4. Level up your Avatar to earn diamond rewards at each level and milestone tier.
5. Win diamonds through tournament rewards.
How do I claim bonuses on Rakuplay?
There are two ways to claim your bonuses on Rakuplay:
1. During deposit:
* Click “Deposit” and select “Bonus.”
* Enter the deposit amount.
* Complete the deposit process.
* The bonus will automatically be added to your “Promotion Wallet.”
2. After deposit:
* Click “Cash Wallet” and select “Bonus.”
* Enter the amount.
* Click “Apply” and then “Confirm.”
* The bonus will automatically be added to your “Promotion Wallet.”
Are there any turnover requirements for bonuses and promotions?
Yes, all bonuses and promotions come with turnover requirements. You must meet these requirements before you can make a withdrawal.
Can I participate in multiple promotions at once?
No, you cannot participate in multiple promotions at the same time. You must either complete the turnover requirement or give up the current promotion before claiming another. Be sure to read the terms and conditions before claiming any promotion.
How often does Rakuplay offer promotions or bonuses?
Rakuplay regularly offers promotions, including daily, weekly, and monthly bonuses, free credits, and special event-based offers.
What is a “Free Credit No Deposit” promotion, and how does it work?
The “Free Credit No Deposit” promotion allows you to receive free credits without making a deposit. It’s a great way to try our games risk-free, but it usually comes with turnover requirements that must be met before you can withdraw any winnings.
How do I claim my "Free Credit No Deposit" promotion on Rakuplay?
How do I use the RM10 Free Credit bonus?
What game providers does Rakuplay feature?
Rakuplay partners with leading providers such as Pragmatic Play, Jili, Mega888, Microgaming, and more to offer a wide selection of the latest and all-time favorite games.
How can I save my favorite games?
You can save your favorite games on Rakuplay for easy access by clicking on the “Love” button.
How can I find specific games on Rakuplay?
You can find specific games by using the search button or browsing by game category to quickly locate your favorite games.
Are the games fair and random?
Yes, all games on Rakuplay are regularly audited by independent bodies to ensure they use certified Random Number Generators (RNG), guaranteeing fairness and randomness. Rakuplay has no control over the RNG.
What should I do if a game freezes or crashes?
If a game freezes or crashes, try refreshing the page or restarting the app. Your game progress is usually saved. If the issue persists, please contact our customer support for assistance.
How can I report a game issue?
You can report any game-related issue by contacting our customer support via live chat for prompt assistance.
What kind of live dealer games are available?
Rakuplay offers a variety of live dealer games, including live blackjack, baccarat, and roulette, providing an immersive and interactive gaming experience.
Can I play Rakuplay games on mobile?
What game providers does Rakuplay feature?
Rakuplay partners with leading providers such as Pragmatic Play, Jili, Mega888, Microgaming, and more to offer a wide selection of the latest and all-time favorite games.
How can I save my favorite games?
You can save your favorite games on Rakuplay for easy access by clicking on the “Love” button.
How can I find specific games on Rakuplay?
You can find specific games by using the search button or browsing by game category to quickly locate your favorite games.
Are the games fair and random?
Yes, all games on Rakuplay are regularly audited by independent bodies to ensure they use certified Random Number Generators (RNG), guaranteeing fairness and randomness. Rakuplay has no control over the RNG.
What should I do if a game freezes or crashes?
If a game freezes or crashes, try refreshing the page or restarting the app. Your game progress is usually saved. If the issue persists, please contact our customer support for assistance.
How can I report a game issue?
You can report any game-related issue by contacting our customer support via live chat for prompt assistance.
What kind of live dealer games are available?
Rakuplay offers a variety of live dealer games, including live blackjack, baccarat, and roulette, providing an immersive and interactive gaming experience.
Can I play Rakuplay games on mobile?
Is my personal and financial information secure on Rakuplay?
Yes, Rakuplay uses advanced encryption technology and adheres to strict security protocols to protect your data. Additionally, Rakuplay complies with the Personal Data Protection Act (PDPA) to ensure your privacy and security.
What security measures does Rakuplay have in place?
Rakuplay employs SSL encryption, firewall protection, and other advanced security measures to ensure your personal information and transactions remain secure at all times.
How does Rakuplay ensure fair gaming?
As a licensed and certified online casino, all games on Rakuplay are certified and audited by independent testing bodies like Pagcor to ensure fairness and integrity.
Can I set limits to control my spending?
Yes. We encourage our players to set daily, weekly, or monthly deposit and loss limits on their own to promote responsible gaming and help manage their spending effectively.
Does Rakuplay share my information with third parties?
What is responsible gaming, and how does Rakuplay support it?
Responsible gaming means playing in a way that minimizes the risks associated with gambling. Rakuplay supports responsible gaming by offering tools such as self-exclusion, loss rebates, and other features to help you manage your gameplay and maintain control.
How can I set limits on my deposits, losses, or gameplay?
This feature is currently not available on Rakuplay.
What should I do if I think I have a gambling problem?
If you believe you may have a gambling problem, Rakuplay offers resources, including links to professional help. We strongly encourage you to seek assistance from professionals if you feel the need to.
How can I self-exclude from Rakuplay?
You can request self-exclusion by contacting our customer support team. This will temporarily or permanently block access to your account, depending on your preference.
Where can I find support for problem gambling?
Rakuplay provides links to organizations like Gamblers Anonymous and other local support services on our Responsible Gaming page.
Why am I unable to log in?
You may be unable to log in due to the following reasons:
1. Incorrect login details. Ensure you are entering the correct phone number and password. If you still can’t log in, try resetting your password or clearing your browser cache.
2. Your account may have been blocked. In this case, please contact customer support for assistance.
What should I do if I experience slow loading or lag during gameplay?
Check your internet connection and ensure you are using a supported browser or device. If the issue continues, try clearing your browser cache or switching to another network. If the problem persists, please contact customer support for further assistance.
What browsers are supported for playing on Rakuplay?
We highly recommend using Google Chrome for the best gaming experience. However, Rakuplay is also supported on other browsers like Mozilla Firefox, Safari, and Microsoft Edge.
Can I play on multiple devices?
Yes, you can access Rakuplay from multiple devices, including smartphones, tablets, and desktops, as long as you log in with your account credentials. However, you cannot log in to multiple devices at the same time.
How do I update my software to ensure a smooth gaming experience?
Regularly update your browser or device’s operating system to the latest version. For the best gaming experience, we recommend keeping both your system and browser up to date.
What should I do if the site isn’t loading?
First, check your internet connection and try refreshing the page. You can also try accessing the site using a different browser or device. If the issue persists, the website link may have been updated—try searching “Rakuplay” on Google for the latest link.
What is the legal gambling age to play on Rakuplay?
You must be at least 18 years old to play on Rakuplay. Additionally, you must be legally permitted to play online games according to the laws that apply to your location. Gaming can be addictive, so we advise players to exercise self-control and play responsibly.
In which countries is Rakuplay available?
Rakuplay is currently available exclusively in Malaysia.
What happens if I breach the terms and conditions?
If you breach Rakuplay’s terms and conditions, your account may be temporarily suspended or permanently banned, depending on the severity of the violation.
How does Rakuplay handle disputes?
Disputes are handled by our dedicated customer support team. If you have a disagreement about game outcomes, account issues, or other concerns, you can submit a complaint, and we will thoroughly investigate to provide a resolution.