Frequently Asked Questions

The primary document accepted for Pakistani users is your Computerised National Identity Card (CNIC). You will need to upload a clear image of the front and back of your CNIC, along with a selfie photograph for identity matching. In some cases — particularly for larger withdrawals — w565 may request proof of address or a source-of-funds declaration. All documents are handled securely and used solely for KYC and AML compliance.

No. w565 enforces a strict one-account-per-person policy. Duplicate accounts — whether registered under the same name, CNIC, email, phone number, device or payment method — are prohibited. If duplicate accounts are detected, both will be closed and any associated balance may be voided, particularly if bonus funds were claimed on multiple accounts. If you already have a w565 account and have lost access, contact our support team to recover it.

On the login screen, click "Forgot password?" and enter the email address registered to your account. You will receive a password reset link — check your inbox and spam folder. Follow the link to set a new password. If you no longer have access to your registered email address, contact our support team via live chat to initiate a manual account recovery. For security, we recommend using a unique password not shared with other platforms.

Most contact details can be updated from your account settings page. However, changes to core identity fields — such as your registered name or date of birth — require a support request and may require re-verification. This is a security measure to prevent account misuse. If you have moved to a different city — say from Lahore to Islamabad — or changed your mobile number, contact support through the Help Center and the team will guide you through the process.

The available deposit methods are displayed in the w565 cashier at the time of your transaction. Payment method names such as Easypaisa, JazzCash, Raast, HBL, UBL, Meezan Bank and Bank Alfalah are referenced on this platform as familiar contextual references for Pakistani users — they do not represent a guarantee of current availability or imply that any payment provider endorses gambling. Always check the live cashier for the options available at the time you wish to deposit.

Minimum deposit amounts are shown per payment method in the w565 cashier and may vary. As a general guide, minimum deposits on w565 are typically in the range of PKR 500 to PKR 1,000, depending on the method used. These amounts can change over time as cashier options are updated. For the most accurate and current minimum, check the cashier screen at the point of deposit.

Withdrawal processing times depend on the method used, your KYC status and whether any additional verification is required. Accounts that have completed KYC in full and have no active bonus wagering requirements typically see withdrawals processed within one to five business days. Delays can occur if further documentation is requested or if a withdrawal amount is unusually high. Once w565 processes your withdrawal, the time for funds to appear in your account depends on the payment provider.

Common reasons for a withdrawal being held include: incomplete KYC verification; an active bonus with unsatisfied wagering requirements; a request to the same method not used for the original deposit; an account under security review; or a withdrawal amount below the stated minimum. If your withdrawal has been held and you are unsure why, contact our support team through the Help Center — provide your account email and the withdrawal amount for the fastest resolution.

In most cases, w565 processes withdrawals back to the same method used to make the original deposit. This is an anti-money-laundering requirement. If the original deposit method is no longer available to you — for example, if a mobile wallet account has been closed — contact our support team. They will advise on the alternative verification steps required before a different withdrawal method can be approved. This process takes additional time due to the extra checks involved.

w565 offers sports betting, live casino games, slot games and instant-play products. Sports betting includes cricket markets — covering PSL, T20 internationals and ICC tournaments — football markets, UFC and other combat sports. The live casino section includes real-dealer table games. Slots and instant games cover a wide range of titles. The full game and sports catalogue is visible in your account after registration. New titles and markets are added regularly.

Cricket betting on w565 works by selecting a match from the sports betting section, choosing your market — for example, match winner, top batsman, total runs or live in-play markets — entering your stake amount in PKR, and confirming your bet. PSL fixtures, ICC events and international T20 series are all typically available when scheduled. Note: references to PSL or ICC are sports-context only; w565 has no official partnership with these organisations.

Yes. w565 is fully optimised for mobile browsers on both Android and iOS devices. Live casino games — including real-dealer tables — are accessible on mobile without requiring a separate app download. A stable internet connection is recommended for live games to ensure smooth video streaming. Players in Karachi, Lahore and other major Pakistani cities with good mobile data or Wi-Fi access typically experience no performance issues.

For sports bets already confirmed before disconnection, the bet stands and will be settled normally according to the outcome. For live casino games, the platform's server-side record governs the outcome — if a hand or round was in progress when you disconnected, the result will be resolved server-side and reflected in your account when you reconnect. In the event of a platform-side error causing disconnection, w565 investigates individual cases through the support team.

Yes. Maximum stake and maximum payout limits apply per market, game or event and are displayed before you confirm a bet or wager. These limits exist to manage platform risk and can vary significantly between different sports, markets and casino game types. Limits may also differ based on your account tier or history. If a stake you wish to place exceeds the maximum for that market, the platform will notify you before acceptance. Limits are subject to change without advance notice.

A wagering requirement specifies how many times the bonus amount — or in some cases, the bonus plus deposit amount — must be bet before associated funds can be withdrawn. For example, a 10x wagering requirement on a PKR 1,000 bonus means you must place a total of PKR 10,000 in eligible bets before withdrawing bonus-derived winnings. Not all bet types contribute equally — minimum odds may apply on sports bets, and some games may count at a reduced percentage. Full details are stated per individual offer.

Bonus eligibility is not determined by your city of residence — a player in Karachi, Lahore, Islamabad, Faisalabad, Multan, Peshawar or Rawalpindi is subject to the same terms. Welcome bonuses are available to new registrants who meet the eligibility criteria stated in the current offer terms, which typically include making a qualifying deposit and not having previously held a w565 account. One welcome bonus per household, device and payment method applies. Check the current offer terms in your account for exact requirements.

If you request a withdrawal of your real-money balance before completing the wagering requirement on an active bonus, the bonus funds and any winnings generated from them will typically be forfeited. Real-money balance that was not derived from bonus activity can usually be withdrawn separately, subject to the minimum withdrawal amount. The exact treatment varies by offer — refer to the specific bonus terms before making any withdrawal if a bonus is currently active on your account.

Yes, bonus funds have a validity period — typically between seven and thirty days from the date of issue, though this varies per offer. If you do not meet the wagering requirement within the stated validity period, the bonus funds and any associated winnings are automatically removed from your account. Expired bonus funds cannot be reinstated. The expiry date and remaining wagering requirement are visible in the bonus section of your account dashboard.

Bonus abuse refers to deliberate exploitation of promotional terms — including creating multiple accounts to claim the same bonus more than once, placing opposing bets across accounts to reduce wagering risk, using automated software to satisfy wagering requirements, or any pattern that indicates a player is extracting value from bonuses without genuine recreational intent. These behaviours undermine the platform for all genuine players. Accounts found to have engaged in bonus abuse will have bonus funds voided and may be permanently closed.

Log in to your w565 account and navigate to the Account Settings or Responsible Gambling section. From there you can set a daily, weekly or monthly deposit cap in PKR — for example, PKR 5,000 per week. Reductions take effect immediately. Increases are subject to a mandatory cooling-off delay before they become active, which is an intentional player-protection feature. You can also set loss limits and session timers from the same section. Full details are on our Responsible Gambling page.

Self-exclusion allows you to restrict your own access to w565 for a chosen period — typically three months, six months, one year, or permanently. Once activated, your account is immediately restricted: no deposits, bets or promotional communications. The exclusion cannot be reversed or shortened during its active period. Temporary exclusions require you to actively request reactivation after the period ends; they do not auto-expire. Permanent self-exclusion is final with no reactivation path. Real-money balance is returned; bonus funds are forfeited.

w565 uses SSL/HTTPS encryption on all data transmitted between your device and the platform. Personal data — including KYC documents — is stored with access-controlled encryption. Financial transaction records are maintained in compliance with applicable AML standards. w565 does not sell your personal data to third parties. For full details on how your data is collected, used and retained, see our Privacy Policy. For platform usage rules, see the Terms & Conditions.

If you suspect unauthorised access, change your password immediately using the account settings page. Then contact w565 support through the Help Center or at [email protected] and report the suspected breach. Our team can place a temporary hold on your account while the situation is investigated. Do not share your login credentials with anyone — w565 support will never ask for your password. If any unauthorised withdrawals occurred, report this in your initial support message with as much detail as possible.

Pakistan has gambling restrictions, including the Prevention of Gambling Act, 1977. w565 does not claim to be licensed, regulated or endorsed by the Government of Pakistan, the Pakistan Telecommunication Authority, the State Bank of Pakistan, any provincial authority, or any Pakistani financial institution. This answer does not constitute legal advice. Users are solely responsible for determining whether accessing and using an online gaming platform is lawful in their jurisdiction before participating. If you are uncertain, seek independent legal advice.