when's Terms and Conditions

1.1 Scope of Agreement

These Terms and Conditions ("Terms") apply to all services, websites and mobile applications on the when platform. By opening an account on when or by using the platform, you are considered to have accepted all provisions of these Terms.

when's services are for personal and non-commercial use only. Operating an account, placing bets or carrying out transactions on behalf of a third party is strictly prohibited.

1.2 Changes to the Terms

when reserves the right to amend these Terms at any time. Updated terms take effect as soon as they are published on the website. Continued use of the platform after a change means you have accepted the new terms. You are advised to visit this page regularly.

2.1 Eligibility to Register

To open an account on when, you must meet all of the following conditions:

• You must be at least 21 years old.
• You must have a valid national identity card or passport.
• You may open only one account — multiple accounts for the same person are strictly prohibited.
• The information provided at registration must be truthful, accurate and up to date.
• You must bet with your own money — using borrowed funds or funds belonging to a third party is prohibited.

2.2 Account Verification

when may request documents to verify your identity at any time. when reserves the right to withhold withdrawals or other benefits until verification is complete. Registering with false information will result in account closure and the balance may be forfeited.

2.3 Password and Security

You are solely responsible for the security of your account. Sharing your login details with anyone is not allowed. If you suspect unauthorised access, contact when's support team immediately. Use a strong password and change it regularly.

3.1 Deposit Methods and Limits

The following methods can be used to deposit funds on when: bKash, Nagad, Rocket, Upay and bank transfer (such as Dutch-Bangla Bank, BRAC Bank or Islami Bank). The minimum deposit amount for each method is ৳500.

Deposited funds must come only from an account or number registered in the account holder's own name. Depositing using a third party's payment method is prohibited.

3.2 Withdrawal Methods and Timeframes

The same methods apply for withdrawals: bKash, Nagad, Rocket, Upay and bank transfer. The minimum withdrawal amount is ৳800. After a successful request, funds generally arrive within 10 to 45 minutes.

Your account must be fully verified before a withdrawal can be made. If verification is incomplete, when may delay processing the request.

3.3 Suspicious Transactions

when's anti-fraud team monitors every transaction. If unusual or suspicious activity is found on an account, when reserves the right to freeze that account and its funds until an investigation is complete.

4.1 Welcome Bonus

New users will receive a 200% bonus on their first deposit, up to ৳10,000. For example: depositing ৳1,000 adds a ৳2,000 bonus, bringing the total balance to ৳3,000; to withdraw the bonus, you must wager ৳2,000 × 20 = ৳40,000.

4.2 Bonus Terms of Use

All bonuses on when are subject to the following general conditions:

• You must read the specific terms of an offer before claiming it.
• The bonus portion cannot be withdrawn until the wagering requirement has been met.
• Claiming the same bonus more than once is not allowed.
• Each bonus has a set expiry period; if unused by the expiry date, the bonus is cancelled.
• when reserves the right to modify, suspend or cancel any bonus offer.

4.3 Bonus Abuse

Abusing the bonus system — such as creating multiple accounts to claim bonuses, meeting bonus conditions through coordinated group betting, or any other fraudulent method — will be treated as a serious violation. The accounts involved may be permanently closed.

5.1 Bet Acceptance and Cancellation

when treats a confirmed bet as final. If a bet is confirmed at incorrect odds due to a technical error, when reserves the right to cancel or correct it. No bet can be changed or cancelled after the event has started.

5.2 Match Fixing and Misconduct

If there is suspicion of involvement in match fixing, use of insider information or any form of misconduct, when may place the account under investigation. If evidence is found, any winnings from the relevant bets will be forfeited and the account will be closed.

5.3 Betting Limits

when sets maximum bet limits for various markets and events and reserves the right to change those limits at any time. Specific limits may also be set for individual accounts.

when collects users' personal data during account registration and while using the services. Full details of how this data is collected, stored and used are provided in when's Privacy Policy. Users are strongly encouraged to read it.

when never sells users' personal data to third parties. However, data may be shared with specific third parties to meet legal obligations, prevent fraud or enforce agreements — full details on this are in the Privacy Policy.

7.1 VIP Tiers and Benefits

when's VIP program has four tiers: Bronze, Silver, Gold and Platinum. Each tier offers cashback on the weekly net loss:

• Bronze: up to 0.3% weekly cashback
• Silver: up to 0.6% weekly cashback
• Gold: up to 0.9% weekly cashback
• Platinum: up to 1.2% weekly cashback

Example: a Gold tier member who has a net loss of ৳20,000 in a given week will receive ৳20,000 × 0.9% = ৳180 in cashback.

7.2 Conditions for VIP Tier Changes

A user's VIP tier is upgraded based on active play over time. when reserves the right to change the terms or benefits of the VIP program at any time. If changes are made, users will be notified by their registered email or through a platform notification.

when believes that recreational betting should be a controlled activity. We put users' wellbeing and financial protection first. when offers the ability to set deposit limits, session limits or take a temporary break. For more details, read our Responsible Gaming page, which covers self-control tools and support information.

Use of any when service by anyone under 21 years of age is strictly prohibited. If a minor opens an account, it will be closed and all deposited funds will be returned.

9.1 Support Channels

when's customer support team is available 24 hours a day, 7 days a week in both Bengali and English. You can get in touch via live chat or email.

9.2 How to Submit a Complaint

If you are dissatisfied with something, first try to resolve it through live chat. If it is not resolved, submit a written complaint by email. when aims to respond to written complaints within seven business days.

For answers to common questions, visit when's FAQ section, where you will find detailed answers on betting, payments and account matters.

10.1 Account Closure by when

when may close a user's account without notice for any of the following reasons:

• Violation of any provision of these Terms.
• Providing false or misleading information.
• Evidence of bonus system abuse or fraud.
• Operating multiple accounts.
• Involvement in match fixing or misconduct.
• Being identified as a minor.

10.2 Account Closure at the User's Request

If a user wishes to close their account voluntarily, they can submit a request via live chat or email. The account will be closed only after all active bets are settled and any pending withdrawals are processed.

when's service is provided on an "as is" basis. when is not liable for any loss caused by technical errors, network issues, disruptions to third-party services or any other circumstances beyond its control.

Betting and casino games carry financial risk. when never guarantees winnings. Betting decisions are entirely at the user's own discretion.

Disputes over the interpretation and application of these Terms will be resolved in accordance with applicable law. Any dispute will first be addressed through negotiation. If negotiation does not lead to a resolution, arbitration will be pursued.

To learn more about when, visit our About Us page, which describes the platform's goals, scope of services and values.