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hm99 collects the questions we hear most often — about accounts, payments via Rocket, Upay and Bank Transfer, and getting back into the lobby on any device. Browse the sections below before reaching out to support; most answers are right here.
This FAQ is structured around the real steps a Bangladesh account holder takes — from first login through payment and back to the lobby. Each section covers one topic. If your question is about getting into your account on a new phone, start with the account access section. If it is about a Rocket or Upay transaction that looks pending, head straight to the payments section. Bank Transfer questions have their own set of answers because the process differs from mobile wallet steps. We wrote these answers the way support would explain them — with the actual route you follow inside the app or browser, not general advice. Where an answer points you to a specific screen or menu, that path reflects what is live in the account area. If your situation is still unresolved after reading, the support section at the bottom of this page shows the channels we keep open. Rocket, Upay and Bank Transfer chips are listed in the payments section to help you match your method to the right answer quickly.
These figures reflect the structural scope of the FAQ — the categories of questions we address, the languages the support team handles, and the device types the account system is built to serve. None of these numbers are claims about performance or speed; they describe what is published and navigable inside the platform today.
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Not every situation fits a written answer. If you have gone through the relevant FAQ section and the issue is still open, these are the channels we publish. Use the one that matches how quickly you need a response and what kind of detail you can share about the problem.
Open the chat icon on any page while signed in. Our team reads account context directly, so you do not need to re-explain your login or wallet history. Available through the site interface on both mobile and desktop.
Use the contact address published in the Help section of your account. Email works well for payment queries that need a transaction reference attached — include your registered number and the method used, such as Rocket or Bank Transfer.
The Help Centre in your signed-in account menu holds published policy pages, transaction guides and account verification steps. Check it first for Bank Transfer timelines and Upay wallet pairing instructions before raising a ticket.
An FAQ is only useful if the answers reflect what actually happens in the platform. These four points explain how we maintain that accuracy — so you can rely on what you read here rather than having to verify each step yourself through trial and error.
Every answer in this FAQ is drawn from the actual navigation paths inside the hm99 account area. When the platform updates a screen or adds a step, we revise the relevant answer. We do not write from a generic template.
The Rocket, Upay and Bank Transfer steps described here match the deposit and withdrawal flows visible inside a live account. We cross-check these whenever a payment rail changes its process or introduces a new confirmation screen.
Account continuity questions — such as staying logged in across devices or resuming a session on a different phone — are answered based on the browser behaviour our mobile account system actually produces, not assumptions.
Our support team flags the questions they receive most often, and those are the ones that appear here first. If a question generates a pattern of live-chat queries, it gets a written answer in the FAQ within the next content cycle.
Knowing which route to take saves time. The FAQ handles questions with a consistent answer that applies to all accounts. Direct support is the right path when your situation involves a specific transaction, an account flag or a detail that only our team can look up.
Questions like how to reset a password, how to add a second device, or what the standard Rocket deposit flow looks like — these have consistent answers and belong in the FAQ.
If a Upay transfer shows pending beyond what the FAQ describes, or a Bank Transfer reference has not matched your account, contact support directly with your transaction ID and registered number.
General questions about staying logged in across phones or switching from the mobile browser to desktop are in the FAQ. If your account is locked on a specific device after an OS update, that needs a support ticket.
Published policies — account limits, withdrawal steps, verification requirements — are documented in the Help Centre. Eligibility depends on your local law and the regions we can serve; if yours is unclear, raise it with the support team.
These four elements are what return visitors come back for — a clean mobile lobby, a wallet that does not break between sessions, game content from studios like PG Soft and Spadegaming, and a support path that does not require you to explain your account history from scratch each time.
The lobby loads in a single scroll on any Android or iOS browser. Menu paths are thumb-reachable, and the session state carries over if you close the tab and return later in the day from the same or a different device.
Your account balance and transaction history follow you across devices without requiring a fresh setup. Whether your last session was on a desktop or a phone, the wallet screen shows the same state when you sign back in.
Titles from PG Soft, Spadegaming, CQ9, Habanero and Joker make up the slot and table lobby. RTP information is shown only where the game or studio exposes it directly inside the title screen — we do not publish figures independently.
The sportsbook section covers cricket markets including BPL and international fixtures. It sits alongside the casino lobby so you can move between a live table and a cricket match line without navigating away from the main menu.
These are the questions we see most often from Bangladesh accounts — covering payment steps, device login, account recovery and what to do when something looks different from what the FAQ describes.
Go to the Deposit section in your signed-in account and select Rocket from the payment options. Follow the fields shown — they will ask for the Rocket number linked to your account. Confirm the amount and complete the step on the Rocket side. The transaction reference appears in your account history once it is matched.
A pending status means the transaction has been submitted but not yet matched to your account. Check the transaction reference in your Upay app and compare it with the reference shown in your hm99 payment history. If the status has not updated within the window shown on the deposit screen, contact support via live chat with both references ready.
Yes. Select Bank Transfer in the Withdrawal section of your account. You will need to enter your bank account number and the details shown in the form. The withdrawal screen shows the fields and any verification steps your account requires. Processing follows the steps listed in your Help Centre under Bank Transfers.
Your account is tied to your registered credentials, not to a specific device. Open the browser on your new phone, go to the hm99 login page and sign in with the same email and password. Your wallet balance, transaction history and game sessions are all accessible the moment you sign in — no re-registration needed.
Use the Forgot Password link on the login screen. Enter the email address registered to your account and follow the instructions sent to that address. If you no longer have access to that email, open a support ticket through the Help Centre — the team will ask for account verification details to confirm your identity before any reset is applied.
RTP figures are shown only where the game itself or its studio exposes them — typically inside the game's information panel before you start a round. Studios like PG Soft and Habanero publish this within the title. We do not publish independent RTP numbers; check the in-game panel for the title you want to play.