Y21 FAQ – All your questions answered here

On the login page, click the "Forgot Password?" link. Enter your registered mobile number or email address — an OTP code will be sent to you. Use that code to set a new password. The entire process takes under 2 minutes.

If you run into any issues, Help Center Contact us.

KYC (Know Your Customer) verification must be completed before your first withdrawal. It confirms your identity and age, and helps prevent fraud. Required documents:

• National ID (NID) – both sides
• Screenshot of your mobile banking account

KYC approval typically takes up to 24 hours.

After 5 consecutive incorrect password attempts, your account will be locked for 30 minutes. Wait 30 minutes and try again, or use OTP login instead. If you're still having trouble, Help Center Contact us via live chat.

Yes, your mobile number can be changed. Simply log in, go to Profile Settings, and click "Change Mobile". An OTP will be sent to your current number — verify it, then enter your new number. For security reasons, withdrawals will be suspended for 48 hours after the change.

Withdraw your balance before closing your account. Then email support@y21.run or notify us via live chat. We'll deactivate your account within 24 hours. For a temporary suspension, Responsible Gaming page to use self-exclusion.

No. Under y21's policy, each person may hold only one account. If multiple accounts are detected from the same device or IP address, all accounts will be closed and bonuses and balances may be forfeited.

Deposits via bKash, Nagad, and Rocket are typically credited instantly (within 1–3 minutes). If more than 15 minutes have passed, please contact us with your transaction ID via Help Center Contact us.

Minimum Withdrawal ৳500. Once KYC verification is complete, withdrawals are processed within 3–24 hours — most are sent within 3–6 hours. The maximum daily withdrawal limit is ৳1,00,000.

KYC verification is mandatory before your first withdrawal.

Y21 charges no deposit fees. Withdrawals are also generally free of charge. However, your mobile banking operator's own fees (if any) may apply.

If a deposit fails, funds are generally returned to your mobile banking account within 3–7 business days. For a faster resolution, contact us via live chat with your transaction ID and a screenshot.

Currently, y21 supports mobile banking only (bKash, Nagad, Rocket). Direct bank transfers are not yet available. More payment methods will be added in the future. For details, Payment Page See.

Yes, a withdrawal can be cancelled before processing begins. Go to Account > Withdrawal History and click the "Cancel" button. Once processing has started, cancellation is no longer possible.

A wagering requirement means you must place a certain amount in bets before you can withdraw your bonus funds. For example, a ৳1,000 bonus with a 10x requirement means you need to wager ৳10,000. Bets placed using your bonus balance are tracked automatically.

Ways to get a promo code:

• Check y21's promotions page regularly for the latest offers
• Special offers are sent via SMS and email
• Special codes are issued during major events and matches

How to use: Enter the promo code in the promo code box during registration or when making a deposit.

Y21's weekly cashback bonus is credited automatically. Every Monday, 5% of the previous week's net losses is added to your account. To learn about the cashback cap and terms, Bonus Page See.

When a bonus expires, any unused bonus balance is automatically forfeited. However, real winnings earned from the bonus (already in your cash balance) are yours to keep. So make sure to use your bonus before it expires.

Once you receive a free bet, the "Free Bet" option will appear automatically on your betting slip. Click it and place your bet on any match you like. Note that the free bet stake is not returned — you only keep the winnings. Minimum odds of 1.5 apply.

Live betting means placing bets in real time while a match is in progress. Odds update every second. With y21's live betting, you get live scores, statistics, and real-time updates — plus a cash-out option.

Once a match or game ends and the result is confirmed, your winnings are automatically credited to your balance. Settlement typically occurs within 5–30 minutes of the match ending.

If a match is cancelled or postponed, your stake is generally refunded. However, the rules vary depending on the bet type and competition. If a rescheduled match takes place within 24 hours, the bet remains valid. For more details, Bet Page See.

Minimum Bet: ৳10. Maximum bet limits vary by event and market type, but are generally up to ৳50,000. Higher limits apply for VIP members.

Cash-out lets you settle a bet before the match ends, locking in a guaranteed return. During a live match, if you see the "Cash-Out" button on your bet slip, tap it to receive an offer based on current odds — accept it and the amount is credited to your balance instantly.

Fixing installation issues on Android:

• Settings > Security > Enable Unknown Sources
• Clear storage (keep at least 100MB free)
• Delete the Old APK and Download a Fresh Copy
• Android 6.0 or higher required

When a new update is available, you'll receive an automatic notification the next time you open the app. Tap "Update" App Pageand redirect you there. Download and install the new APK — your existing data will not be lost.

Try these steps: Close and reopen the app. Clear the cache (Settings > Apps > y21 > Clear Cache). Check your internet connection. Restart your phone. Install the latest version.

All features are available on both platforms. The app, however, offers faster loading, push notifications, live score updates, fingerprint/face login, and a smoother overall mobile experience. Using the app on mobile is recommended.

Log in > Profile > Security Settings > click "Enable 2FA". Set it up using a mobile OTP or Google Authenticator. Once active, every login will require an OTP — this is the most secure method available.

Take immediate action:

• Change your password immediately
• Log Out of All Devices
• Email us at support@y21.run or reach out via live chat
• Report a Suspicious Transaction

We'll investigate promptly and secure your account.

Y21 offers: deposit limits, session time limits, loss limits, cooling-off periods (24 hours to 30 days), self-exclusion (6 months to permanent), and reality check reminders. For more details, Responsible Gaming View the page.

Y21 never sells your personal information to third parties. Data may only be shared when legally required or necessary for payment processing. For more details, Privacy Policy Read.