Frequently Asked Questions —
paknew Support Guide

KYC verification requires a valid government-issued photo ID — most Pakistani users submit their CNIC (Computerised National Identity Card) or a valid passport. You will also need proof of residential address dated within the past three months, such as a utility bill or bank statement. Once both documents are approved, your account is fully verified and eligible for deposits and withdrawals.

Yes. paknew is strictly an adults-only platform. You must be at least 18 years of age, or meet the higher minimum age required by the operator's license jurisdiction, to register and use the platform. Age is verified during the KYC process. Any account found to belong to a minor is permanently closed and any associated balance is forfeited.

No. Each user is permitted one active account only. Creating duplicate accounts — whether to claim welcome bonuses more than once or for any other reason — is a material breach of the Terms and Conditions. Duplicate accounts are subject to permanent closure and forfeiture of all balances. If you have accidentally created two accounts, contact support immediately.

Click the 'Forgot Password?' link on the login page and enter your registered email address. You will receive a password-reset link within a few minutes. If the email does not arrive, check your spam or junk folder. If you are still unable to reset your password, contact paknew support via live chat or email at [email protected] for assistance.

To close your account permanently, contact the paknew support team by email at [email protected] with a written closure request. Before your account is closed, any outstanding withdrawal requests will be processed and KYC obligations must be satisfied. If you are closing your account due to gambling-related concerns, we encourage you to use the self-exclusion tool instead, which takes effect immediately.

Payment method availability is determined by the operator's cashier and may vary based on your KYC status and location. Pakistani users commonly find options including mobile wallets and bank transfer channels. Methods such as Easypaisa and JazzCash are referenced as familiar local options in our guides; however, these are mentioned for context only and do not imply that any wallet or bank endorses gambling. Always check the live cashier for current available methods.

Minimum deposit amounts vary by payment method and are set by the operator. They are displayed in the live cashier at the time of deposit. For many methods, minimum deposits start from a modest PKR amount — check the cashier for the exact figure applicable to your chosen payment channel. paknew does not control or guarantee specific deposit minimums, as these are subject to change by the operator.

Withdrawal processing times depend on your chosen payment method and your account's KYC verification status. Most e-wallet and mobile wallet withdrawals are processed within 24 hours once approved, while bank transfers — including those via HBL, UBL, Meezan Bank or Bank Alfalah — may take 2 to 5 business days. Withdrawals are subject to identity verification checks; fully KYC-verified accounts typically experience faster processing.

Common reasons include incomplete KYC documentation, an outstanding wagering requirement on a bonus, a mismatch between your registered name and the payment method owner, or a pending anti-money-laundering review. Check your account notifications for a specific reason. If no reason is displayed, contact support via live chat with your withdrawal reference number and the team will investigate promptly.

In most cases, withdrawals are processed back to the same payment method used for the deposit — this is a standard anti-money-laundering requirement. If your original deposit method is no longer available or has been deactivated, contact support to discuss alternative withdrawal options. Additional documentation may be required to verify ownership of any alternative payment method before a withdrawal can be approved.

Cryptocurrency support depends on the operator's current cashier settings. Where available, common cryptocurrencies such as BTC and USDT may be accepted. Cryptocurrency transactions are subject to blockchain confirmation times and exchange-rate volatility, which paknew is not able to guarantee or control. Check the operator's live cashier for the current list of supported cryptocurrencies and any applicable transaction limits.

paknew covers a wide range of sports betting markets. Pakistani users will find extensive coverage of cricket — including PSL, T20 internationals, ICC tournaments and bilateral series featuring the Pakistan national team. Additional sports include football, tennis, basketball, UFC and kabaddi. Live in-play betting is available on selected fixtures, allowing you to place wagers on matches as they unfold in real time.

Live in-play betting lets you place wagers on sporting events that are already underway. Odds update continuously to reflect the current match situation — for example, during a PSL T20 match, you can bet on next wicket, total runs in an over or match winner as the game progresses. Bets are accepted subject to a brief confirmation window; during fast-moving moments, some markets may be temporarily suspended.

The live casino section features games streamed in real time from professional studios, including live roulette, live blackjack, live baccarat and live game shows. Games are hosted by trained dealers and available around the clock. Table limits vary, with low-stake tables suitable for casual players and higher-limit tables for more experienced users. Game availability is subject to the operator's current studio schedule.

Games offered through the operator's platform are sourced from licensed software providers and are subject to independent RNG (Random Number Generator) testing and certification. RTP (Return to Player) percentages for slots and table games are governed by the operator's licensing requirements. For specific RTP information on individual games, check the game's information panel within the operator's platform.

Welcome bonuses are available to newly registered users who have completed KYC verification and made their first qualifying deposit. The specific welcome offer — including the deposit match percentage, maximum bonus amount and minimum deposit threshold — is published on the operator's promotions page at the time of your registration. Read the full bonus terms carefully before depositing; paknew provides educational descriptions of bonus structures, but the operator's published terms are definitive.

A wagering requirement specifies how many times you must stake your bonus amount before the resulting winnings become eligible for withdrawal. For example, a PKR 5,000 bonus with a 20x wagering requirement means you must place a total of PKR 100,000 in qualifying bets before any bonus-derived winnings can be withdrawn. Different games contribute different percentages toward the wagering requirement — check the specific promotion terms for contribution rates.

Yes. Bonus funds that are not used or do not meet the applicable wagering requirement within the specified promotion period will expire automatically. Expiry periods vary by promotion — some are as short as 7 days, others extend to 30 days. Once expired, bonus funds cannot be reinstated. Always check the expiry period in the promotion terms before accepting a bonus offer.

No. Bonus funds are not withdrawable until the applicable wagering requirement has been completed in full. Only the real-money winnings generated after the wagering requirement is satisfied become eligible for withdrawal. If you attempt to withdraw before meeting the requirement, the bonus and any associated winnings may be forfeited in accordance with the operator's bonus terms.

paknew uses industry-standard TLS encryption to protect all data transmitted between your device and the platform. Personal and account data is stored securely with access restricted to authorised personnel only. paknew does not sell your data to third parties. For complete details on how your data is collected, stored and protected, please review our Privacy Policy page.

Log in to your account, go to Account Settings and open the Responsible Gambling or Safer Play section. From there you can set daily, weekly or monthly deposit limits and loss limits. Decreasing a limit takes effect immediately. Increasing a limit is subject to a mandatory waiting period set by the operator — this delay is intentional and designed to protect you from impulsive decisions.

Self-exclusion is a voluntary tool that blocks your account from betting activity for a defined period — options typically start at six months and can extend to five years or permanently. To apply, navigate to Account Settings, open the Responsible Gambling section and select Self-Exclusion. The exclusion takes effect immediately. Your balance remains accessible for withdrawal during the period. Requests to reverse self-exclusion before the chosen period expires are not processed.

If you believe your gambling is causing harm — financially, emotionally or in your relationships — the most important first step is to act without delay. Use the self-exclusion tool in your account dashboard immediately. Then contact paknew support at [email protected] for further guidance. Seeking advice from a qualified mental health professional or speaking with a trusted family member are also important steps. Never chase losses and never gamble with money you cannot afford to lose.

You can reach paknew support via two channels. Live chat is available 24/7 directly through your account dashboard — this is the fastest option for urgent queries. For written requests, including data-rights requests, account closure or responsible-gambling concerns, email [email protected] with a clear subject line. Our team aims to respond to email queries within 24 hours. Support is available in English, with Urdu available on request.