FAQ 696 Malaysia — Answers to All Your Questions

The minimum age to register and use the 696 platform is 18 years old. This is an absolute requirement with no exceptions. 696 conducts age verification during the KYC process and any account found to belong to an underage individual will be closed immediately and any funds will be returned to the rightful owner.

KYC stands for "Know Your Customer" — an identity verification process required before your first withdrawal is processed. You will need to upload a clear photo of your MyKad (front and back) and in some cases, proof of address such as a recent bank statement or utility bill. The process typically completes within 1–3 working days and only needs to be done once. KYC ensures the security of your funds and prevents unauthorised use of your account.

Yes, you can update your phone number or email address under "Account Settings" after logging in. For security, changes to your phone number require OTP verification to your current number before the new number can be registered. If you no longer have access to your old number, contact 696 customer support for assistance through an alternative verification process.

No. 696 policy only allows one active account per individual. Holding multiple accounts is considered fraud and may result in all associated accounts being permanently blocked, including cancellation of balances and wins. If you have an old account you can no longer access, please contact 696 support for help recovering access rather than registering a new account.

If you wish to permanently close your account, contact 696 customer support via live chat and state your request. Make sure you withdraw all available balance before the closure is processed. If the closure is related to gambling control, you may also use the Self-Exclusion feature available in the Responsible Gaming your account.

Click the "Forgot Password?" link on the Login. Enter your registered phone number or email and you will receive a recovery link or code. Follow the instructions to set a new password. If you do not receive the recovery email or SMS, check your spam folder. If the issue persists, contact 696 support for manual account recovery via identity verification.

Yes, 696 accepts players from all states in Malaysia including Peninsular Malaysia, Sabah, and Sarawak. You only need an active Malaysian phone number and a local bank account for deposits and withdrawals. The 696 platform is accessible from anywhere in Malaysia with a stable internet connection.

The minimum deposit limit at 696 is RM 20 per transaction. The maximum deposit limit depends on the payment method used and your account tier. VIP members enjoy higher daily deposit limits than regular members. If you need a higher limit for specific needs, contact 696 support for further discussion.

Withdrawals at 696 are typically processed within 1–24 working hours after the request is submitted. Withdrawals made during business hours (8 AM – 10 PM) are typically processed faster. Accounts that have completed KYC verification enjoy quicker processing. First-time withdrawals may take slightly longer due to additional security verification.

If your deposit has not been credited after 30 minutes, first check whether the transaction in your bank account was successful (funds have been deducted). If yes, contact 696 customer support via live chat and attach proof of the transaction (screenshot of bank statement) so our team can investigate and resolve the issue promptly.

696 does not charge any additional fees for deposits or withdrawals on our platform's end. However, your bank or e-wallet provider may impose their own charges for certain transfers. Please check with your financial service provider for details on any fees they may apply on their end.

696's security policy requires withdrawals to be made to the same bank account whose name matches your 696 account name. This is to prevent money laundering and ensure your funds remain secure. If you need to withdraw to a different account, contact customer support for guidance on the bank details update process.

The minimum withdrawal limit at 696 is RM 30 per transaction. Daily withdrawal limits vary by membership tier — regular members have a standard limit while Platinum and Diamond VIP members enjoy significantly higher daily withdrawal limits. For the exact limits on your account, check the "Profile" section in your 696 account.

Cancellation of a withdrawal request depends on its current processing status. If the request is still in "Pending" status, you may be able to cancel it via the "Transaction History" section in your account. If the request is already in "Processed" status, cancellation is no longer possible. For urgent cancellation enquiries, contact 696 support via live chat.

If a technical issue occurs during a deposit transaction and the funds have been deducted from your bank account but not credited to your 696 account, contact our customer support immediately. Include transaction details such as the reference number, date, time, and amount. The 696 team will review the transaction records and ensure your funds are credited or refunded as soon as possible.

The rollover requirement (or wagering requirement) determines how many times you need to wager your bonus amount before it can be withdrawn as cash. For example, if the rollover is 20x and you receive a RM 100 bonus, you must wager RM 2,000 before that bonus can be withdrawn. You can track your rollover progress under "Active Bonuses" in your 696 account.

Yes, accepting a bonus is entirely your choice at 696. During deposit, you may opt out of any bonus. Playing without a bonus means there are no wagering requirements to fulfil, and you are free to withdraw your wins at any time without any bonus-related restrictions.

There are several reasons a bonus may not be credited: (1) You did not select the promotion during the deposit process; (2) The minimum deposit requirement for that promotion was not met; (3) The promotion has expired; (4) You have previously received the same bonus and the promotion is for new members or first-time use only. Contact 696 support with your deposit details for further investigation.

Bonus validity periods vary by promotion type. Generally, the welcome bonus is valid for 7 to 14 days from the credited date, while reload bonuses and weekly cashback are generally valid for 7 days. Your bonus expiry date can be viewed under "Active Bonuses" in your 696 account. Unused bonuses will expire automatically once the validity period ends.

"Bonus Credit" is bonus funds subject to rollover requirements and cannot be withdrawn directly until those requirements are met. "Real Money Bonus" is funds that have already completed the rollover process and been converted to a real money balance available for withdrawal. When you play using a bonus account, your winnings are gradually converted to real money as the rollover requirements are fulfilled.

All current promotions can be viewed on the Promotions ours. The page is updated regularly with the latest promotions including deposit bonuses, cashback, tournaments, seasonal promotions, and exclusive offers for VIP members. You will also receive in-account notifications when new promotions relevant to your playing activity become available.

RTP (Return to Player) is the statistical percentage of wagered money returned to players over the long term. For example, a slot with 96% RTP means an average of RM 96 is returned for every RM 100 wagered. This is a long-term average — results within a single session can vary significantly. The RTP for each game at 696 can be found in that game's information panel.

Yes. All games at 696 use an RNG (Random Number Generator) that has been independently audited by accredited third-party certification bodies. This ensures every game outcome is genuinely random and cannot be manipulated by any party — including 696 itself. Each game result is entirely independent of all previous results.

Yes, the 696 platform is fully optimized for mobile devices. You can enjoy the complete Live Casino experience — including HD video, dealer chat, and all betting functions — directly from your mobile browser without downloading any app. The 696 platform works seamlessly on all iOS and Android devices with a stable internet connection.

If your game session is disconnected due to an internet connection issue or technical disruption, try refreshing the page and logging in again. The 696 system keeps records of interrupted sessions and in most cases, the wagering balance will be refunded or the game will resume from the point of disconnection. If there is any discrepancy in your balance after the disruption, contact 696 support with your session details for investigation.

On the page Game Lobby, you can use the search bar to type the name of a game or provider you are looking for. Games are also grouped by category (Slots, Live Casino, Table Games, Jackpot) and can be filtered by provider, popularity or RTP percentage. The most popular and latest games are also displayed in the main section of the Game Lobby.

Yes, every Live Casino table at 696 has set minimum and maximum betting limits. Generally, standard baccarat tables have a minimum limit as low as RM 1 for the lowest option. VIP tables carry higher betting limits for experienced players. The betting limits for each table are clearly displayed before you enter, so you can choose a table that suits your budget.

Yes. Your full betting history, wins, and financial transactions are accessible under "History" in your 696 account. Records are retained for a minimum of 12 months and can be filtered by date, game type, or transaction type. This feature is useful for monitoring your playing activity and as a reference for tax or personal purposes.

Log in to your 696 account, go to "Account Settings" then select "Security". There, enable the "Two-Factor Authentication" option. You can choose to receive an OTP code via SMS to your registered phone number or use an authenticator app such as Google Authenticator. We strongly recommend enabling 2FA as an additional security layer to protect your account from unauthorised access.

Act immediately: (1) Change your password right away from a device you trust; (2) Contact 696 support via live chat and request a temporary account freeze; (3) Review your login history and transaction records to identify any unauthorized activity; (4) Report to the 696 security team with full details. Our team will investigate and take appropriate action as quickly as possible.

Not at all. 696 will never ask for your password, PIN or sensitive account information via email, SMS, live chat or any other communication channel. If you receive any such request claiming to be from 696, it is a fraudulent attempt. Do not provide any information and report it immediately to the 696 security team.

A strong password for your 696 account should: (1) Contain at least 8 characters; (2) Be a mix of uppercase and lowercase letters; (3) Include at least one number and one special symbol; (4) Not contain easily guessable personal information such as your date of birth or name. Avoid reusing the same password across other accounts. Change your password periodically as a good security practice.

696 takes user privacy very seriously. Your personal data will not be shared with any third parties for marketing purposes without your consent. Data is only shared with service providers necessary for platform operations (such as payment providers) and in cases required by law. For full details on how we handle your data, please read Privacy Policy ours.

The 696 VIP Program has 6 tiers: Bronze (the starting tier for all new members), Silver, Gold, Platinum, Diamond and Elite Diamond (the highest tier for our most loyal players). Each tier unlocks increasingly exclusive benefits including larger bonuses, higher withdrawal limits and access to exclusive VIP tables. Full details about the 696 VIP program can be found on the VIP.

Yes, VIP tiers at 696 are based on playing activity over a set period. If you do not meet the minimum activity requirement within the review period (typically every 3 months), your VIP tier may be adjusted downward based on your accumulated VIP points. However, VIP points already redeemed for rewards are not affected. For full details on how VIP tiers are maintained, refer to the VIP.

696 VIP points can be redeemed for a range of rewards including bonus credits for playing, cashable cash bonuses upon meeting rollover requirements, gift cards, and for higher-tier VIP members — exclusive gifts, invitations to special events, and personal account manager services. The full rewards catalogue is available in the VIP points management section of your account.

Not all games earn VIP points at the same rate. Generally, video slots accumulate points at a higher rate than table games such as baccarat or blackjack. This is standard practice in the industry and reflects the different profit margins across game types. The VIP point accumulation rate for each game can be found in that game's details or under the VIP program section in your account.