Terms & Conditions SultanWin – Terms of Use for Malaysia's Online Casino Platform

These Terms & Conditions ("Terms") govern your use of the SultanWin platform, including the website, mobile application, games, payment services, and all other features provided by SultanWin to its users.

By clicking the "Register" or "Log In" button, or by accessing any part of the SultanWin platform, you automatically agree to be fully bound by these Terms. This agreement is ongoing and remains in effect for as long as your account is active or you continue to use our platform.

SultanWin reserves the right to modify, add to, or remove any part of these Terms at any time. Members will be notified of material changes via their registered email, in-account notifications, or announcements on the website. Continued use of the SultanWin platform following any changes constitutes acceptance of the updated terms.

To register and use the SultanWin platform, you must meet all of the following eligibility requirements without exception:

• Aged 18 years of age or older at the time of registration and while using the platform;
• Residing in or physically located in Malaysia while using SultanWin's services;
• Possess full legal capacity to enter into a binding agreement;
• Not appear on any list of individuals prohibited or self-excluded from gambling platforms;
• Not acting on behalf of a third party or as an agent for any other individual;
• Using legitimate personal funds and not money obtained through unlawful means;
• Not be an employee or immediate family member of a SultanWin employee or affiliated company.

SultanWin reserves the right to request identity verification documents at any time to confirm a player's eligibility, including a copy of a Malaysian identity card (MyKad), bank statement, or other supporting documents. Failure to provide the requested documents within the specified timeframe may result in account suspension or closure.

Each individual is only permitted to hold one (1) account only at SultanWin. Holding multiple accounts under the same individual is a serious breach of these Terms, regardless of whether a different name, email address, phone number or payment method is used.

During registration, you must provide accurate, complete, and up-to-date information, including your full name as per your identification card, an active Malaysian phone number, a valid email address, and your correct date of birth. Providing false or misleading information constitutes a breach of these Terms, and SultanWin reserves the right to close the account without any refund.

• Your account password is your personal responsibility – do not share it with anyone;
• SultanWin will never ask for your password through any channel;
• Enable two-factor authentication (2FA) for additional account protection;
• Report any suspicious activity or unauthorised access immediately to the SultanWin support team;
• Keep your account information up to date whenever your phone number, email address, or payment details change.

SultanWin is not liable for any losses arising from unauthorised access to your account where such access results from your own negligence in safeguarding your login credentials.

SultanWin accepts deposits via the following Malaysian payment methods only. No overseas payment methods or foreign currencies are accepted.

• Minimum deposit: RM10 per transaction;
• All transactions are conducted in Malaysian Ringgit (MYR) only;
• All registered payment methods must be in the same name as the account holder;
• SultanWin reserves the right to request verification of payment method ownership;
• Deposits are typically processed instantly — if you experience any delay, please contact our support team;
• SultanWin does not charge any deposit fees, though your eWallet provider may apply their own charges.

All funds deposited into a SultanWin account must be legitimately sourced. SultanWin works with Malaysian authorities to detect and prevent any attempt to launder money through our platform. Suspicious transactions will be investigated and reported to the relevant authorities.

Withdrawals at SultanWin are processed according to the member's VIP tier. SultanWin is committed to processing withdrawals promptly and transparently, with no hidden fees.

• Bronze VIP: Processed within 15 minutes;
• Silver VIP: Processed within 10 minutes;
• Gold VIP: Processed within 5 minutes;
• Platinum VIP: Processed within 3 minutes;
• Sultan VIP: Processed within 60 seconds;
• Sultan Diamond: Instantly.

All applicable bonus rollover requirements must be met before a withdrawal can be approved. Withdrawals may only be made to the same payment method or under the same name used for the original deposit. SultanWin reserves the right to conduct additional security checks before approving large withdrawals, which may require identity verification documents.

• No minimum withdrawal amount for all members;
• No withdrawal fees across all VIP tiers;
• Daily withdrawal limits vary by VIP tier (from RM5,000 for Bronze up to unlimited for Sultan VIP and above);
• Incomplete withdrawal requests or those that do not meet the required conditions will be declined and the member notified by email.

SultanWin offers its members a range of bonuses and promotions, including a welcome bonus, reload bonus, weekly cashback and a VIP Rewards programme. All bonuses are subject to the following conditions:

• Each bonus may only be claimed one-time only per member unless otherwise stated;
• Bonuses cannot be withdrawn directly — they must first be used for gameplay in accordance with the applicable rollover requirements;
• The standard rollover requirement is 5x to 15x bonus value depends on the type of promotion;
• The standard bonus validity period is 7 days from the date of crediting unless otherwise stated;
• Expired bonuses will be automatically forfeited without notice;
• Using low-risk betting strategies (such as simultaneously wagering on both outcomes of the same game) to fulfil rollover requirements is prohibited and may result in bonus forfeiture;
• SultanWin reserves the right to amend the terms of or cancel any promotion at any time;
• Weekly VIP cashback is calculated based on total wagering (not net losses) and is automatically credited every Monday.

The SultanWin VIP Rewards Programme has six tiers — Bronze, Silver, Gold, Platinum, Sultan VIP, and Sultan Diamond. Tiers are determined by cumulative deposit amount. All VIP rewards are subject to these Terms and the programme-specific terms available on the VIP Rewards.

SultanWin offers a wide range of games including slots, live baccarat, roulette, progressive jackpots, lottery, and Sports Betting. Each game category has specific rules that all players must follow.

• All SultanWin games use a certified and independently audited RNG (Random Number Generator) to ensure the fairness of every outcome;
• Game results are final and not subject to appeal unless a verifiable technical error has occurred;
• In the event of a technical disruption during an active game, SultanWin reserves the right to void the round in question and refund the wager;
• Minimum bet starting from RM1 for most games;
• Maximum bet limits vary by game and VIP tier;
• For live dealer games, rules conform to internationally recognised casino standards;
• Sports Betting (Malaysia Super League, EPL, badminton, e-sports and more) is subject to additional terms available in the Sports Betting section.

SultanWin does not guarantee winnings in any game. All games involve an element of risk and players are solely responsible for their own decisions to play. Please ensure you understand the rules of each game before placing a bet.

The following activities are strictly prohibited on the SultanWin platform and may result in immediate account closure, forfeiture of balance and legal action:

• Multiple account ownership – registering more than one account for yourself or on behalf of another person;
• Identity Fraud – using another person's name, documents or information to register or verify an account;
• Bonus Abuse – registering multiple accounts to claim bonuses repeatedly, or using methods designed to circumvent rollover requirements;
• Collusion – colluding with other players in live table games to gain an unfair advantage;
• Money laundering – using the SultanWin platform to invest, conceal, or convert funds obtained through illegal means;
• Hacking and cyberattacks – attempting to gain unauthorised access to SultanWin's systems, databases, or other players' accounts;
• Use of automated software – using bots, scripts or other software to automate gameplay or transactions;
• Threats and Abuse – sending threats, abusive messages, or inappropriate content to SultanWin staff or other players;
• Software Bug Exploitation – intentionally exploiting any bugs or technical vulnerabilities on the platform.

SultanWin reserves the right to suspend or close any member's account at any time for the following reasons:

• Breach of any part of these Terms & Conditions;
• Confirmation that registration information is false or misleading;
• Confirmation that the member is underage;
• Suspicious activity indicating fraud or money laundering;
• Account closure requested by the member themselves;
• Members who have enrolled in a self-exclusion programme;
• Account inactivity exceeding 12 consecutive months.

Members may also request to close their own account at any time through the account settings or by contacting the SultanWin support team. Before closure, all active rollover requirements must be fulfilled. Any valid balance will be returned to the original payment method within 3–5 business days.

In the event of account closure due to a breach of these Terms, SultanWin reserves the right to forfeit any remaining balance or winnings obtained through activity that violates our rules, with no refund to the member concerned.

SultanWin makes every effort to keep the platform running uninterrupted 24 hours a day. However, certain limitations apply to our liability:

• SultanWin is not liable for any monetary losses arising from legitimate game outcomes;
• We are not liable for service disruptions caused by factors beyond our control, such as internet outages, natural disasters or government actions;
• SultanWin is not liable for any losses arising from unauthorised access to your account due to your own negligence;
• In any case, SultanWin's maximum liability to any member shall not exceed the total amount deposited by that member in the 30 days preceding the incident;
• SultanWin makes no guarantees regarding returns or winnings from any game.

Playing at SultanWin carries real financial risk. You are solely responsible for ensuring that your gaming activity remains within your personal financial means.

SultanWin takes player privacy very seriously. The collection, processing, and storage of your personal data is carried out in accordance with our detailed Privacy Policy and in compliance with Malaysia's Personal Data Protection Act.

• Your data is protected with 256-bit SSL encryption during transmission;
• Your personal and financial data will not be shared with any third party without your explicit consent, except where required by Malaysian law;
• You have the right to request access to your personal data held by SultanWin;
• You may request the correction of inaccurate data or the deletion of your data under certain circumstances;
• SultanWin may use anonymised data for internal analytics and platform improvement purposes.

For full details on how we handle your data, please read SultanWin Privacy Policy which forms part of these Terms.

SultanWin is committed to promoting responsible and healthy gaming. We believe that online casino entertainment should remain just that — entertainment — and never a source of stress or financial hardship.

Responsible gambling tools available to all SultanWin members at no charge:

• Deposit Limit: Set daily, weekly, or monthly deposit limits from your account settings;
• Loss Limit: Set a maximum loss limit you are comfortable with over a given period;
• Playing Time Limit: Set a daily playtime limit to manage how long you spend gaming;
• Temporary Self-Exclusion: Suspend access to your account for 24 hours, 7 days, or 30 days;
• Permanent Self-Exclusion: Permanently close your account with an irrevocable request.

If you are concerned about your own gambling habits or those of someone you know, please reach out to SultanWin's support team, who are trained in responsible gambling, for assistance and guidance. More information is available on the Responsible Gambling us.

SultanWin reserves the right to amend, update, or replace any part of these Terms & Conditions at any time. Amendments may be necessary for various reasons, including changes in Malaysian law, the addition of new services, improvements to security policies, or in response to user feedback.

When a material amendment is made (one that significantly affects the rights or obligations of members), SultanWin will:

• Sending a notification to the member's registered email address;
• Displaying a prominent notice of the changes on the platform's homepage for at least 14 days;
• Updating the "Last Updated" date at the top of this document.

Minor amendments such as spelling corrections or clarification of terms may be made without specific notification. It is your responsibility to review these Terms periodically. Your continued use of the SultanWin platform after any amendments take effect constitutes your acceptance of the revised terms.

If you have any questions, concerns or complaints regarding these Terms & Conditions or any aspect of the SultanWin platform, we are always here to help. The SultanWin support team is available 24 hours a day, 7 days a week through the following channels:

• Live Chat: Available at the bottom-right corner of every SultanWin page – response time under 2 minutes;
• Email: support@sultanwin.biz – responded to within 24 hours;
• WhatsApp (VIP Platinum and above): Through your dedicated account manager – available 24/7.

All communications are conducted in English. SultanWin is committed to addressing every complaint transparently, fairly, and within a reasonable timeframe. If you are not satisfied with our response, you have the right to refer your case to the relevant dispute resolution body in accordance with Malaysian law.