From opening an account to withdrawal issues, understanding games to bonus queries — you'll find straightforward answers here. If not, our team is always ready to help.
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These are the most-asked topics this week
This is usually caused by bank maintenance or high traffic. Share your transaction ID in live chat and we'll look into it right away.
PaymentClick the "Forgot Password" link on the login page. An OTP will be sent to your registered mobile number. Reset is completed within 5 minutes.
AccountBonuses may take a little time to activate, or they may apply only to specific game categories. Full terms are available on the bonus page.
BonusClear your browser cache and check your internet connection. For best results, use Chrome or Firefox.
GamesVerification is typically completed within 24–48 hours. A clear NID photo and selfie can speed up the process.
AccountVIP upgrades are generally processed on a weekly basis. Once you cross the points threshold, your upgrade will take effect the following Monday.
VIPChange your password immediately and notify Support. We will log you out of all active sessions.
SecurityThis is usually caused by a connection issue. Try refreshing the game. If the problem persists, contact live chat with a screenshot.
Games
Troubleshoot Step by Step on Your Own
First, make sure you're entering the correct mobile number and password. Check if Caps Lock is on. If the issue persists, reset your password using "Forgot Password".
Resolves the issue 95% of the timeWait a moment (1–2 minutes) — it may be a network delay. If the issue persists, contact support and we can verify through an alternative method.
Usually a Network DelayAccounts may be temporarily suspended due to policy violations or unusual activity. Contact Jilicom Support for details — most cases are resolved within 24–48 hours.
Contact SupportUpdating registered account details requires KYC verification. Submit a request to Support with your NID and a recent selfie.
Completed Within 48 HoursEach person may hold only one account on Jilicom. If multiple accounts are detected, both may be suspended.
Important RulesContact support with your transaction ID and a screenshot. In most cases, the balance is updated manually within 5–10 minutes.
99% of Issues Resolved Within 10 MinutesCommon causes: incomplete account verification or unmet bonus wagering requirements. Please check your account page.
Check Your Email for DetailsContact support immediately. If the payment is still pending, a reversal may be possible — so the sooner you report it, the better.
Contact Support NowIf you've reached your daily withdrawal limit, please try again the next day. Upgrading your VIP level unlocks higher limits.
Level Up Your VIP StatusClear your browser cache and cookies. Keep Chrome or Firefox up to date. Disable any VPN. Check your internet speed.
Usually a Cache IssueUse Wi-Fi or 4G. Close background apps. Switch video quality from "Auto" to "HD".
A Stable Connection Is RequiredIf your connection drops, the round is completed by Jilicom's servers. You can check the result in your game history. Your balance will be updated automatically.
Server Results VerifiedAll games on Jilicom are RNG certified by third-party auditors. Each game's RTP is visible in the paytable.
RNG CertifiedMake sure you selected a bonus at the time of your first deposit. If you didn't, contact support within 24 hours.
Report Within 24 HoursWinnings from bonuses require the wagering requirement to be met before withdrawal. You can track your progress in your account.
Complete the Wagering RequirementCheck the Bonus section or Promotions page for free spins. Free spins apply to specific games — read the bonus details carefully.
Visit the Bonus PageYes, a bonus balance can be cancelled. However, cancelling a bonus will also remove all winnings earned from that bonus.
Make an Informed DecisionChange your password immediately and notify support — we will log you out of all devices and secure your account.
Change Your Password ImmediatelyContact Support to log out all active sessions. Change your password immediately and request a full security review.
Emergency Support AvailableJilicom will never ask for your password or OTP via SMS or WhatsApp. Forward any suspicious messages to support.
Never Share This InformationCreate a password with at least 12 characters, mixing uppercase and lowercase letters, numbers, and special symbols. Avoid using your name or date of birth.
Stronger Security
Thousands of player issues resolved every month
Issues on any online platform are inevitable. What truly matters is how quickly and easily they get resolved. In this regard, Jilicom stands out among online gaming platforms in Bangladesh.
For the fastest resolution, use Live Chat — a support agent typically connects within 3 minutes and can assist you in Bengali, so language is never a barrier. Having your transaction ID or a screenshot ready will help speed things up even further.
Payment issues are understandably the most stressful — and that's completely normal. Made a deposit but your balance hasn't updated? Don't panic. Head to live chat with your Mobile Pay or Nagad screenshot and transaction ID. Jilicom support typically verifies and manually updates the balance within 10 minutes.
Delayed withdrawals are another common concern. Mobile banking services occasionally undergo maintenance between 1–3 AM, which can cause slightly longer processing times. If your withdrawal takes more than 30 minutes, contact support.
Account verification is a common concern. If your NID photo is clear and your face is visible in the selfie, verification is usually completed within 24 hours. Blurry images may require you to resubmit, so it's best to upload good-quality photos the first time.
Stay alert when it comes to security. Jilicom will never ask for your password or OTP via SMS, WhatsApp, or email. Any such message is fraudulent — contact Support immediately and change your password.
Many issues can be resolved on your own — clearing your browser cache, checking your internet connection, or resetting your password. Browse the troubleshooting guides and FAQ sections on this page and you'll likely find the answers yourself. If you're still stuck, Jilicom support is always ready to help.
Support is also available for responsible gaming concerns. If you feel like you're losing control over your play, please reach out to our Responsible Gaming Go to the page to set up self-exclusion or a deposit limit.
Answers to the Most Frequently Asked Questions