FAQ
when FAQ — from security to playing on mobile
The questions that come up most often when using when — account security, VIP cashback, responsible gaming, how to deposit and the mobile app — all answered in one place. Use the index below to go to a specific section.
Table of Contents
Stay Safe
Yes. All data on when is protected through SSL/TLS encryption, meaning the exchange of information between your browser and our servers is fully encrypted. Passwords and payment details are always stored as hashes — no staff member or third party can view them directly. If any suspicious activity is detected, we send an automatic alert.
Never. No when staff member or representative will ask you for your OTP, bKash PIN, Nagad PIN or password. If someone claims to represent when and asks for this information, it is a fraud attempt. In such a case, do not share anything — contact when directly through live chat. Only use the OTP sent to your mobile number yourself.
Use a password of at least 12 characters that mixes uppercase letters, lowercase letters, numbers and special characters (such as @, #, !). Do not use a password on your when account that you use on any other site. Changing your password every three months is a good habit. You can use a trusted password manager to help you remember it.
The real when site's domain is whenvip.cam. Sites with similar spellings (such as wh3nvip, whenviip, whenvip.net) may be fake. Always type the URL directly into your browser or keep it bookmarked — do not log in by clicking an unfamiliar link. There may be many fake pages using the when name on social media; do not enter any personal information on those pages.
Change your password immediately and contact when's 24/7 live chat. Our security team can review account activity and temporarily lock the account if needed. Also check whether the mobile number and email registered to your account are secure. Reading the terms and conditions will give you full details on our security policy.
VIP and Cashback
Weekly cashback is calculated on your net loss for that week — total losses minus total winnings. For example, if you are a Gold member and your net loss for the week is ৳20,000, you receive ৳20,000 × 0.9% = ৳180 cashback. when adds the cashback to your account automatically at the end of each week. The cashback rate depends on your VIP level.
when has four VIP levels: Bronze (up to 0.3% weekly cashback), Silver (up to 0.6%), Gold (up to 0.9%) and Platinum (up to 1.2%). Higher levels bring more cashback and more additional benefits. Each level is evaluated automatically based on regular play. Full details of each level are on the when vip page.
when VIP members enjoy benefits such as weekly cashback, special promotions, priority support and higher withdrawal limits. Reaching Platinum level gives you access to a dedicated account manager. During special events such as the BPL or T20 tournaments, separate offers are available for VIP members.
VIP levels at when advance based on regular and active play. The more consistently you participate across different games over time, the faster you will reach the next level. Slots, live casino, cricket betting — all types of games contribute to level progression. You can check your current progress from the account dashboard.
Responsible Gaming
Yes. All activities on when, including casino games and sports betting, are for players aged 21 and above only. Age is verified at registration and identification may be requested if needed. Participation by minors is strictly prohibited. You can read more about this on the responsible gaming page.
Yes. From your when account settings you can set a daily, weekly or monthly deposit limit. This is an effective way to keep yourself in control. Once a limit is set, reducing it takes effect immediately, but increasing it requires a waiting period — this prevents overspending in the heat of the moment.
If you keep playing to recover losses, spend more than your set budget, neglect family or work because of gaming, or feel restless when you cannot play — these may be signs of a problem. when always encourages moderate and responsible play. If you feel this way, take a break for now.
If you feel your gaming habits are getting out of control, seek support from a mental health professional or a family member. Contacting when's live chat lets you temporarily close your account or activate self-exclusion. when is always ready to help you protect yourself and your loved ones.
How to Deposit
Log in to when and go to the deposit page. Select Nagad as the payment method. Send the specified amount to the designated Nagad number and enter the transaction reference number in the form. The minimum deposit is ৳500. After a successful transaction, your balance is usually updated within a short time. The whole process can be done through either the Nagad app or a USSD code.
when does not charge any additional fee on deposits. However, bKash, Nagad, Rocket or Upay may apply their own transaction charges as set by the respective payment service's terms. Bank transfer fees may also apply separately depending on your bank. Check the relevant payment service's website for the most accurate information.
First, wait a little while — there may be a short delay during busy periods on the payment network. If your balance has still not updated after more than 15 minutes, contact when's live chat and have your transaction screenshot and reference number ready. Our support team will verify the issue quickly and resolve it.
The minimum deposit on when via any payment method is ৳500. With this amount you can play slot games, live casino, cricket betting or any other section. The minimum amount is the same for bKash, Nagad, Rocket, Upay and bank transfer.
Absolutely. In addition to bKash, you can deposit on when via Nagad, Rocket, Upay and bank transfer. For bank transfers, you can send from major banks such as Dutch-Bangla Bank, BRAC Bank or Islami Bank. The minimum deposit is ৳500 for all methods.
Playing on Mobile
Yes. when has apps available for both Android (APK) and iOS. The app must be obtained through official channels. Visit the when App page for the latest version and correct installation instructions. Do not download the app from any third-party site — this is a security risk.
The when app runs on Android 6.0 or later and iOS 12.0 or later. The app works well on standard mid-range smartphones. For a smooth experience, at least 2 GB of RAM and a stable internet connection are recommended. A fast connection is especially important for live casino games.
You can add the when site as a shortcut to your home screen without installing the app. On Android, open the when site in Chrome, then select "Add to Home screen" from the three-dot menu. On iOS, open the site in Safari, tap the share icon and choose "Add to Home Screen". This gives you direct access just like an app.
On Android, go to Settings > Apps > Chrome (or whichever browser you use) > Storage > Clear Cache. On iOS for Safari, go to Settings > Safari > Clear History and Website Data. If you are using the app, close it and reopen it, or uninstall and reinstall it. If the problem continues, let when live chat know.
If the connection drops, any spin or bet in progress is generally saved securely on the server. When you reconnect, the game resumes from where it left off or the result is shown. In live casino games you can rejoin the game once your connection is restored. If you notice any discrepancy, contact when support — the server logs will be checked and a resolution provided.
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