368gem Frequently Asked Questions

Registering at 368gem takes less than three minutes. Click the 368gem Login link in the navigation, then select the registration option on that page. You'll need to provide your name, email address, phone number, date of birth, and a password. Once submitted, your account is active and you can make your first deposit. Full KYC identity verification is required before your first withdrawal is processed.

You must be at least 21 years old to create an account and play at 368gem. This is a strict, non-negotiable requirement. When you submit a withdrawal request, 368gem will verify your age against your Malaysian MyKad or passport. Any account found to belong to someone under 21 will be permanently closed and the matter referred to relevant authorities where required by law.

368gem accepts Malaysian MyKad or a valid international passport as primary identity proof. For address verification, a recent utility bill, bank statement, or official government letter showing your name and address (dated within 90 days) is acceptable. Documents should be clear, fully legible, and show all four corners of the ID. KYC verification is typically completed within one business day of document submission.

No. 368gem strictly enforces a one-account-per-person policy. Multiple accounts — whether under the same name, different email addresses, or different payment methods — are forbidden. If duplicate accounts are detected, all associated accounts will be closed immediately, all bonuses will be voided, and any winnings derived from bonus funds will be forfeited. If you accidentally created a second account, contact support right away to resolve it.

Go to the 368gem Login page and click the "Forgot Password" link. Enter the email address registered to your account and 368gem will send a password reset link to that email within a few minutes. If you don't see it, check your spam or junk folder. The reset link expires after 30 minutes. If you still can't access your account, contact support at [email protected] with your registered email and phone number for manual verification.

To permanently close your 368gem account, email [email protected] with the subject line "Account Closure Request" from your registered email address. Any verified real-money balance will be returned to your registered payment method after outstanding bonus wagering requirements are checked. If you're closing your account due to gambling concerns rather than personal preference, we encourage you to consider the self-exclusion option under Responsible Gaming first.

368gem supports a comprehensive range of Malaysian payment options including Touch 'n Go eWallet, Boost, GrabPay, DuitNow, FPX (Financial Process Exchange), Maybank2u, CIMB Clicks, Public Bank online banking, and Hong Leong Connect. All transactions are processed in Malaysian Ringgit (MYR). The exact methods available to you at any given time depend on current availability with each provider.

The minimum deposit at 368gem is RM30. This applies across all supported payment methods including Touch 'n Go eWallet, Boost, and bank transfer via FPX or Maybank2u. There is no maximum deposit limit for standard accounts, though very large deposits may trigger additional AML verification. Deposits are credited to your 368gem balance almost instantly once confirmed by the payment provider, with most transactions completing in under a minute.

Touch 'n Go eWallet withdrawals at 368gem are among the fastest available. For verified accounts in good standing, withdrawal requests submitted during business hours are typically processed and reflected in your TNG eWallet within the same day — often within 1 to 3 hours. Requests submitted outside business hours are processed on the next business day. Make sure your TNG eWallet is registered under the same name as your 368gem account.

The minimum withdrawal at 368gem is RM50. 368gem does not charge any transaction fees on standard withdrawals — what you request is what arrives in your e-wallet or bank account. However, your own bank or e-wallet provider may apply their own transfer fees, so it's worth checking their fee schedule. Withdrawal processing times vary by method: e-wallets like Boost and TNG are same-day, while bank transfers typically take one to two business days.

There are several reasons a 368gem withdrawal might be delayed or placed on hold: your KYC verification may be incomplete or pending review; you may have active bonus wagering requirements that must be fulfilled first; the withdrawal amount may have triggered a routine fraud or AML screening check; or the request was made outside business hours. If your withdrawal has been pending for more than 24 hours with no communication, contact 368gem support at [email protected].

368gem offers over 1,000 games across multiple categories. The main offerings include online slot games from top providers, a live casino section with real dealers streaming in real time (baccarat, blackjack, roulette, dragon tiger), Poker Online with player-versus-player tables, Fisher Game (the popular fish-shooting arcade format), and a Sportsbook covering live football including the Malaysia Super League, EPL, Champions League, UFC, and dozens of other sports markets.

Yes. All slot games at 368gem use certified Random Number Generator (RNG) technology supplied by licensed third-party game providers such as Pragmatic Play, PG Soft, and Microgaming. RTP — Return to Player — is the percentage of total wagers a game pays back to players over millions of rounds. Most 368gem slots have RTP rates between 95% and 97.5%. Individual game RTP is available in each game's information panel. Our games are independently audited for fairness.

Absolutely. The 368gem Sportsbook covers live football betting in real time, with in-play markets updated ball-by-ball. Malaysia Super League fixtures are included alongside international competitions like the English Premier League, UEFA Champions League, and La Liga. You can bet on match results, handicaps, over/under goals, both teams to score, and many other markets. Live streaming availability for specific matches depends on broadcast rights.

Yes. The entire 368gem platform is fully optimised for mobile browsers on both Android and iOS devices. You don't need to download a separate app — just open your mobile browser, go to 368gem.net, and log in. All games including slots, live casino, poker, Fisher Game, and the sportsbook work smoothly on mobile. For the best experience, use a current version of Chrome, Safari, or Firefox on a device connected to a stable Wi-Fi or 4G/5G network.

If your connection drops during a live casino game at 368gem, any bet that was already confirmed and placed before the disconnection will be settled according to the actual game outcome — your disconnection does not void the bet. If the disconnection prevented you from completing a required action (e.g., hitting in blackjack), the game's default rules apply. In the event of a technical failure on 368gem's servers rather than your connection, the affected round may be voided and your stake refunded.

368gem regularly updates its welcome offer for new members. The current promotion details — including the bonus percentage, maximum bonus amount in MYR, eligible games, and minimum deposit requirement — are displayed on the 368gem promotions page. As a general guide, 368gem's welcome bonuses typically apply to your first deposit and cover slots and selected live casino games. Check the promotions section after logging in for the most accurate, up-to-date offer available to your account.

Wagering requirements (also called rollover or turnover requirements) determine how many times you must bet your bonus amount before the resulting winnings can be withdrawn. For example, if you receive a RM100 bonus with a 20x wagering requirement, you need to place a total of RM2,000 in qualifying bets before withdrawing bonus-derived winnings. 368gem clearly states the wagering requirement for every promotion before you opt in — there are no hidden rollover conditions.

No — bonus funds at 368gem are subject to wagering requirements before they can be withdrawn. Your own real-money deposit balance is separate from your bonus balance, and real-money funds can generally be withdrawn at any time (subject to KYC verification). Only the winnings generated from bonus funds are locked until the wagering requirement is met. If you want to withdraw without meeting the rollover, you may forfeit the remaining bonus balance — this can be done via account settings.

Yes. 368gem rewards regular players through a tiered loyalty programme. As you wager on eligible games, you accumulate points that move you through VIP tiers — each tier unlocking better benefits such as higher withdrawal limits, dedicated account managers, exclusive reload bonuses, faster KYC processing, and personalised promotions. Malaysian players in cities like Kuala Lumpur, Petaling Jaya, and Penang who play regularly often find the VIP programme significantly enhances their 368gem experience. Full VIP tier details are available after login.

There are several common reasons a bonus may be voided at 368gem: the account was found to have multiple accounts associated with the same person or household; the bonus was claimed using a payment method that doesn't match the account holder's verified name; specific bonus terms such as minimum odds or eligible game conditions were not met; or the bonus expired before the wagering requirement was completed. If you believe your bonus was voided in error, contact 368gem support with your account details and the specific bonus reference.

Yes. 368gem operates under a licence issued by an international gaming authority. This licence requires 368gem to maintain player fund segregation, uphold responsible gaming standards, operate fair and certified games, conduct proper KYC and AML procedures, and submit to regular audits. Playing at a licensed platform like 368gem means you have regulatory recourse if a dispute cannot be resolved directly with the operator.

368gem uses 256-bit SSL/TLS encryption for all data transmitted between your device and our servers — the same standard used by major banks. Sensitive data including identity documents and payment details are encrypted at rest. Access to personal data is restricted to authorised 368gem staff on a strict need-to-know basis. 368gem does not sell your personal data to third parties. Full details are in the 368gem Privacy Policy at 368gem.net/privacy-policy.

368gem provides a comprehensive suite of responsible gaming tools accessible from your account dashboard: deposit limits (daily, weekly, monthly), loss limits, session time limits, reality check pop-up alerts, a "Take a Break" feature for short suspensions of 24 hours to 90 days, and permanent self-exclusion for a minimum of six months. All tools except self-exclusion can be activated instantly by the player without contacting support. Self-exclusion requests are processed within 24 hours.

To self-exclude from 368gem, send an email to [email protected] with the subject line "Self-Exclusion Request". Include your registered email address and specify whether you want a temporary exclusion (minimum 6 months) or a permanent one. Your account will be suspended within 24 hours of the request being received. Any real-money balance will be returned to your registered payment method. Self-exclusion cannot be reversed early — this is intentional, to make the commitment meaningful. For additional support, visit 368gem.net/responsible-gaming.

If you're concerned that your gambling is no longer just entertainment — if you're chasing losses, gambling with money you can't afford to lose, hiding your activity from loved ones, or feeling unable to stop — please take action now rather than waiting. Use the 368gem Take a Break or Self-Exclusion tool immediately. Reach out to the 368gem responsible gaming team at [email protected]. You can also contact Gamblers Anonymous Malaysia or the Malaysian Ministry of Health addiction helpline for confidential, professional support. You are not alone, and help is available.