fanchai
fanchai Help Center | Common Questions & Account Support
Welcome to our central support hub. This page provides direct answers to frequent queries regarding account management, fund transfers, and platform security. Please note that specific limits, processing methods, and promotion terms are personalized and can always be found within your account area or the cashier. Use the navigation below to find your topic.
Last updated: September 11, 2026 Get Started NowAccount & Registration
Manage your profile and resolve access issues effectively.
How do I create an account?
You can sign up by visiting the Register page and filling in the required details. Ensure that you provide accurate information as it will be used for future verification processes. Once the form is submitted, you will gain access to the member area to begin exploring the platform.
Why can't I log in?
Login issues are typically caused by incorrect credentials or a temporary connection problem. Double-check your username and password. If the issue persists, you may need to clear your browser cache or try the Login page again. Check for any notifications regarding account status in your registered communication channel.
How do I reset my password?
If you have forgotten your password, navigate to the login screen and select the password recovery option. Follow the prompts provided to verify your identity. Once verified, you will be guided through the process of creating a new secure password to regain access to your account.
Can I have more than one account?
To maintain platform integrity, users are permitted to hold only one account. Creating multiple accounts is a violation of the platform terms and may lead to the restriction of all associated profiles. If you have accidentally created a duplicate, please contact support to resolve the matter.
Deposits
Guidance on adding funds to your balance securely.
How do I make a deposit?
Log in to your account and navigate to the cashier section. Choose your preferred method from the available options and enter the amount you wish to add. Follow the specific instructions provided for that method to complete the transaction. You can find further details on the Payments page.
Why hasn't my deposit arrived?
Most deposits are processed automatically, but some may require a brief manual check. Ensure that you used the correct payment details and reference number provided in the cashier. If your balance is not updated, please verify the transaction status in your payment provider's records before reaching out to support.
Can someone else deposit for me?
No. For security and anti-fraud reasons, all deposits must come from an account held in the name of the registered player. Deposits made from third-party accounts are rejected and will be returned to the original sender. Please refer to the Payments guidelines for more information.
What currency is my balance held in?
Your account balance is held in MYR. Any funds deposited via other means will be converted based on the exchange rates applicable at the time of the transaction. You can view your current balance and transaction history directly within your account profile.
Withdrawals & Verification
Information on how to request and receive your winnings.
How do I withdraw my winnings?
Visit the cashier area and select the withdrawal option. Choose your preferred payout method and enter the amount you wish to withdraw. Ensure that your account meets any necessary requirements, such as minimum turnover or verification, which are listed in the Payments section.
Why do I need to verify my identity?
Identity verification is a standard procedure to ensure the security of your funds and to comply with regulatory requirements. This process helps prevent unauthorized access and ensures that winnings are paid to the correct account holder. Details on the required documents are available in the account settings.
What documents are usually needed?
Typically, you will need to provide a clear copy of a government-issued ID and potentially a proof of address. Ensure the documents are legible and not expired. The specific list of accepted documents for your account level will be displayed during the verification process in the member area.
Can I withdraw to a different method than I deposited with?
Generally, withdrawals must be sent back to the original payment method used for the deposit. This is a security measure to prevent fraud. If the original method is no longer available, you must contact support and provide valid proof to request an alternative payout method.
Games & Fairness
Understanding how our gaming library operates.
Are the games random?
Yes, the games on our platform utilize a Random Number Generator (RNG) to ensure that every outcome is independent and unbiased. This system ensures that the result of any spin or deal cannot be predicted or influenced. You can explore our full library on the Casino page.
What does RTP mean?
RTP stands for Return to Player. It is a theoretical percentage that describes how much a game is designed to pay back to players over a very long period of time. It is not a guarantee of a specific return for a single session. Specific values for each game are listed in the game's internal information menu.
What happens if my connection drops mid-round?
If a disconnection occurs, the game will typically continue to run on the server. Once you log back in and reopen the game, you will be returned to the result of that round. You can find your complete betting history and the outcome of all rounds in your account records.
Does raising my bet improve my odds?
Increasing your bet amount changes the potential payout of a win, but it does not change the mathematical probability of winning a round. The odds remain consistent regardless of the stake. For more on how to navigate our games, visit the Casino section.
Mobile & App
Experience the platform on the go with our mobile solutions.
Can I play on my phone?
Yes, our platform is fully optimized for mobile browsers. You can access all features, including deposits and withdrawals, by simply logging in through your smartphone's web browser. For a more integrated experience, we recommend the Download App option.
How do I install the app?
Navigate to the Download App page and follow the installation instructions for your specific device. You may need to allow installation from unknown sources in your device settings since the app is provided directly via our secure server.
Is the app account the same as the website account?
Yes, your account is universal. Whether you log in via a desktop browser, a mobile browser, or the installed app, your balance, bonuses, and game history remain the same. There is no need to create a separate account for mobile play.
How do I update the app?
The app will usually notify you when a new version is available. To update, you can either follow the in-app prompt or return to the Download App page to install the latest version over your existing one to ensure you have the latest features.
Responsible Gambling
Tools and resources to help you keep gaming enjoyable.
How do I set a deposit limit?
You can manage your spending by setting limits within your account settings. Choose the timeframe (daily, weekly, or monthly) and the amount you are comfortable with. Once set, the platform will prevent you from depositing more than that amount. More options are detailed on the Responsible Gaming page.
What is self-exclusion?
Self-exclusion is a tool for players who feel they need a complete break. When you activate this, your account is closed for a specific period, and you will be unable to log in or deposit. This is a serious measure designed to protect your well-being. Visit the Responsible Gaming page for activation steps.
Can I take a short break instead?
Yes, if you feel you need a temporary pause without a full exclusion, you can use the "timeout" feature in your account settings. This allows you to lock your account for a few days or weeks. It is a helpful way to regain perspective on your gaming habits.
Where can I find help?
If you feel that gaming is becoming a problem, we strongly encourage you to seek professional assistance. We provide links to recognized support organizations and counseling services on our Responsible Gaming page. Please remember never to use money intended for essential living expenses.
Still need help?
If your question wasn't answered here, our support team is ready to assist. To get a resolution quickly, please have your username and a clear description of the issue (such as the specific payment step or page) ready. For your security, never share your password with anyone, including our agents. Visit the Support page to start a conversation.
We aim to provide a transparent and straightforward environment for all our players in Malaysia. Whether you are managing your account or exploring new games, our goal is to ensure you have the information you need.
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