Fachai FAQ —
Complete Player Guide

Fachai's KYC process requires a government-issued photo ID — a valid Malaysian IC (MyKad) or passport is accepted. You will also need proof of address, such as a recent utility bill or bank statement dated within three months showing your name and Malaysian address. For payment method verification, a screenshot of your e-wallet or bank account may also be requested. KYC is triggered before your first withdrawal.

No. Each individual is permitted to hold only one Fachai account. Duplicate accounts detected under the same name, identity, device, IP address, or payment method will be suspended and any associated balances forfeited. If you have accidentally created a duplicate, contact our support team immediately to resolve the situation without penalty.

On the Fachai login screen, click the "Forgot Password" link. Enter your registered email address and 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 still cannot access your account, contact Fachai's 24/7 live chat support and the team will assist you with identity-verified account recovery.

To permanently close your Fachai account, contact our customer support team via live chat or email at [email protected] and submit a closure request. Before closure is processed, any remaining Real Money Balance will be returned via your last-used withdrawal method, subject to standard KYC verification. Note that accounts under active bonus wagering requirements or open investigations cannot be closed immediately.

Touch 'n Go eWallet withdrawals at Fachai are typically processed within 5 to 30 minutes of approval, making it one of the fastest withdrawal options available. Processing times can occasionally extend to a few hours during high-volume periods or where additional verification is required. Your account must be KYC-verified before any withdrawal is processed.

Fachai does not charge any platform-side fees on deposits or withdrawals. However, third-party fees may apply — for example, blockchain network fees on Bitcoin and USDT TRC20 transactions are determined by the network and are the player's responsibility. Malaysian e-wallet providers and banks generally do not apply additional charges for transfers to Fachai, but check with your provider if unsure.

Fachai supports a full range of Malaysian payment options: Touch 'n Go eWallet, Boost eWallet, GrabPay, DuitNow QR, FPX, and direct bank transfers via Maybank, CIMB, Hong Leong Bank, and Public Bank. For crypto users, Fachai accepts USDT TRC20 and Bitcoin (BTC). All deposits and withdrawals are processed in Malaysian Ringgit (MYR) for fiat methods.

Bank transfer withdrawals via Maybank, CIMB, Hong Leong, or Public Bank are typically processed within 30 minutes to 4 hours after approval. During peak periods or where additional security checks are required, processing may extend to the next business day. Fachai operates withdrawal processing 24/7 including weekends and Malaysian public holidays.

Yes. Fachai is fully optimised for mobile play on both Android and iOS devices through your browser — no app download is required. The live casino section streams high-definition games including live baccarat, roulette, blackjack, and sic bo directly to your device. A stable mobile data or Wi-Fi connection is recommended for the best live dealer experience.

Yes. Fachai's sportsbook covers live in-play betting on football matches including the Liga Super Malaysia, EPL, Champions League, and major international tournaments. You can bet on match winner, Asian handicap, over/under goals, and many more markets in real time. Live odds are updated continuously throughout each match, and same-game parlays are also available on selected fixtures.

RTP stands for Return to Player — it is the theoretical percentage of wagered money a slot game pays back to players over a very large number of spins. For example, a game with 96% RTP will return RM96 for every RM100 wagered on average over millions of spins. At Fachai, all games use RNG-certified engines from licensed providers, and individual game RTP figures are published within each game's information panel.

Yes. All games available on Fachai are supplied by licensed third-party game providers whose RNG (Random Number Generator) systems are independently tested and certified for fairness. Game outcomes are determined randomly and cannot be manipulated by the platform or the player. In all cases of dispute between a client-side result and our server logs, the server record is treated as definitive.

A wagering requirement (also called a rollover) is the total amount you need to bet before bonus funds can be converted into withdrawable cash. For example, a RM100 bonus with a 20x wagering requirement means you must place RM2,000 in eligible bets before withdrawing. At Fachai, wagering requirements are stated clearly on every promotion. Certain game types may contribute at a reduced percentage — check individual bonus terms for details.

Yes. All Fachai bonuses carry an expiry period, which is clearly stated in the terms of each individual promotion. If the wagering requirement is not completed before the bonus expires, the remaining bonus balance and any winnings derived from it are forfeited. Fachai will not reinstate expired bonuses. Expiry countdowns typically start from the date the bonus is credited to your account.

Yes. Fachai operates a tiered VIP programme that rewards consistent, regular play. As you accumulate wagering volume, you progress through VIP tiers, each offering improved benefits such as higher withdrawal limits, dedicated account managers, exclusive reload bonuses, birthday gifts, and faster withdrawal processing. VIP tier status is reviewed on a rolling period basis. Contact our support team for more details on the current VIP structure.

It depends on the specific promotion. Some Fachai bonuses are restricted to slot games only, while others are valid across slots, live casino, and sports betting. Sports betting bonuses may carry minimum odds requirements per bet for wagering to count. Always check the eligible games and minimum odds conditions listed on the individual promotion page before using your bonus.

The minimum age to register and play at Fachai is 21 years old. This is a strict platform requirement and is enforced at registration through date-of-birth confirmation and, where required, identity document verification. Any account found to belong to a person under 21 will be closed immediately and all associated funds forfeited. Fachai does not make exceptions to this age policy.

To activate self-exclusion on Fachai, contact our 24/7 live chat support team or email [email protected] and request a self-exclusion. You can choose a temporary exclusion period of 30 days, 90 days, 180 days, or 1 year, or request permanent exclusion. Self-exclusion is activated immediately upon request and cannot be reversed for the full duration of the chosen period. No justification is required — just ask and it is done.

Deposit limits can be set via your account's Responsible Gambling settings or by contacting Fachai's support team directly. You can choose daily, weekly, or monthly deposit caps. Limit reductions take effect immediately. Limit increases require a 24-hour cooling-off period before taking effect, giving you time to reconsider. There is no minimum or maximum threshold — you can set the limit that suits your personal budget.

Malaysian players can reach Talian Kasih on 15999 — a free, confidential 24/7 national helpline. GamCare (gamcare.org.uk) offers English-language online resources and counselling. Gamblers Anonymous holds meetings in Kuala Lumpur, Penang, and Johor Bahru. Befrienders KL can be reached at 03-7627 2929 for emotional support. Fachai's own support team is available 24/7 via live chat for immediate responsible gambling tool activation.