What nobody tells you until you ask
The FAQ collects the questions the helpdesk answers most often, in the order a new account holder asks them. The answers are anchored to project data: 973 games, 8 studios, 3 welcome tiers, 15 VIP tiers, KYC averaging 12 hours. Where the data does not state a number, the route does not invent one.
Four wallet questions before the first deposit
One balance
The single INR wallet covers all four verticals: games, fantasy, rummy, sports. Stakes draw from one ledger; winnings return to the same ledger.
Three welcome tiers
The welcome screen exposes three deposit tiers (₹100, ₹500, ₹1,000). Each carries its own bonus percentage and wagering requirement. Full comparison on /bonus-code/.
KYC-gated withdrawal
You can play without KYC; you cannot withdraw without KYC. The document set on /wallet-kyc/ is required for the first withdrawal.
Single withdrawal queue
The wallet runs one withdrawal queue. KYC must be verified, and the rail (UPI, bank transfer) is selected at withdrawal time.
What the 973 games actually break down to
| Studio | Game count | Where it lives | Notes |
|---|---|---|---|
| Evolution | 373 | Live tables | Roulette, blackjack, baccarat, game shows |
| JILI | 231 | Slot and arcade | Slot-heavy catalogue |
| PG SOFT | 152 | Slot and mobile | Mobile-first slot catalogue |
| Fachai | 75 | Slot | Regional slot titles |
| Pragmatic Play | 70 | Slot and live | Slot and live tables |
| YellowBat | 58 | Slot | Regional slot titles |
| KOOLBET | 11 | Originals and tables | House-branded catalogue |
| Originals | 3 | Originals | House-built originals |
| Total | 973 | Games hub | Eight studios, one balance |
How the 15 tiers unlock
The 15 tiers run on a single path; tier 5 unlocks 1.0x comp points, tier 11 unlocks personalised bonuses.
Sign-up
The account starts at tier 1. Comp-point rate is the default rate.
Welcome tier
Welcome tier 1 unlocks at ₹100. Tiers 2 and 3 at ₹500 and ₹1,000 respectively.
Tier 5
Tier 5 unlocks the 1.0x comp-point rate and the standard bonus ladder.
Tier 11
Tier 11 unlocks personalised bonuses and priority withdrawal routing.
Tier 15
Tier 15 is the top of the ladder. Full personalised bonus and dedicated VIP manager.
The ₹30L+ pool, weighted by tier
The Daily Race pool is capped at ₹30L+, weighted by tier band, reset at midnight IST.
| Tier band | Pool share | Points-per-rupee | Reset |
|---|---|---|---|
| Lower bands (tiers 1 to 5) | ~40% of pool | Base rate | 00:00 IST |
| Middle bands (tiers 6 to 10) | ~35% of pool | Higher rate | 00:00 IST |
| Upper bands (tiers 11 to 15) | ~25% of pool | Highest rate | 00:00 IST |
What the wallet requires before the first withdrawal
The KYC review averages 12 hours from upload to verification. Rejections list the exact reason in the wallet screen.
Identity
Aadhaar or PAN. Front and back if applicable.
Bank match
Recent bank statement or cancelled cheque showing the account-holder name.
Face match
A live selfie for the face-match step.
Average turnaround
12 hours from upload to verification.
How the chat routes the question
The chat icon inside the lobby opens the helpdesk interface. The dropdown exposes six specialist queues. The conversation id is preserved across channels.
Most resolution happens in the same session. KYC and withdrawal queries close within 48 hours.
Routes that answer the next question
Bonus code
The three welcome tiers, side by side.
Wallet and KYC
The document set, rejection reasons, average 12-hour turnaround.
VIP ladder
The 15 tiers, comp-point rate, personalised bonuses.
Promotions
The Daily Race pool cap and reset.
Twelve questions, one queue
Is the wallet shared across games, fantasy, rummy and sports?
What is the minimum first deposit?
How many games are in the games tab?
How many VIP tiers are there?
What is the Daily Race pool cap?
How long does KYC take?
What documents does KYC require?
Can I withdraw with a partial KYC?
How long does a withdrawal take?
Are there welcome bonus tiers?
What support channels are available?
Where do I report an issue?
How to use this route efficiently
The FAQ is grouped into four clusters: wallet, catalogue, VIP and promotions, KYC and withdrawal. Each cluster answers the decision questions in the order a new account holder asks them. The final cluster collects the questions that cut across the first three.
How the FAQ reads on mobile and on the helpdesk
The FAQ route reads the same on mobile and on the helpdesk. The cluster order is preserved across both surfaces.
The cluster order is preserved across the helpdesk surface. The same twelve questions surface in the chat dropdown under a single FAQ category. The /support/ route documents the channel map.
Escalating to the support queue
Where the FAQ does not answer, the support queue handles the rest. The in-app chat inside the lobby is the fastest path; the inbox form on /contact/ is the formal channel.
- Withdrawal edge cases: routing to the withdrawal specialist team.
- KYC rejections: the rejection reason is shown on the wallet screen; the chat handles re-upload.
- VIP tier edge cases: tier progress is on the wallet screen; the chat handles personalised bonuses.
- Responsible-play rules: the rules are on /responsible-play/; the chat handles the cooling-off and exclusion requests.
How the twelve questions are grouped
The twelve questions on this route are grouped into five clusters. The cluster order is the order a new account holder asks the questions in. Each cluster has a distinct answer surface and the FAQ hands off to a different route for the deeper answer.
Cluster 1 (wallet). Is the wallet shared, what is the minimum first deposit, can I withdraw with a partial KYC, is there a single withdrawal queue. The deeper answer is on /wallet-kyc/.
Cluster 2 (catalogue). How many games are in the games tab, how are the studios distributed, what is the slot vs live mix. The deeper answer is on games hub.
Cluster 3 (VIP and promotions). How many VIP tiers are there, what is the Daily Race pool cap, are there welcome bonus tiers. The deeper answer is on /vip/ and /promotions/ and /bonus-code/.
Cluster 4 (KYC and withdrawal). How long does KYC take, what documents does KYC require, how long does a withdrawal take. The deeper answer is on /wallet-kyc/.
Cluster 5 (cross-cutting). What support channels are available, where do I report an issue. The deeper answer is on /support/.
Cluster 1
Wallet. 4 questions. Deeper on /wallet-kyc/.
Cluster 2
Catalogue. 3 questions. Deeper on the games hub.
Cluster 3
VIP and promotions. 3 questions. Deeper on /vip/ and /promotions/.
Cluster 4
KYC and withdrawal. 3 questions. Deeper on /wallet-kyc/.
Twelve questions, not fifty
The FAQ on this route is twelve questions long by design. A longer FAQ would dilute the decision-question signal that a new account holder is asking for. The editorial reference keeps the FAQ short and routes the reader to the deeper routes for the substantive answer.
The twelve questions are the questions the support team answers most often in chat. Each question has a one-paragraph answer on this route and a deeper route for the substantive coverage. The deeper route carries the table, the timeline or the install-grid the FAQ does not.
The FAQ does not duplicate the deeper route's content. The FAQ answers the decision question in one paragraph; the deeper route answers the same question in three to six paragraphs with the structured data. The pair is intentional: the FAQ is the entry point, the deeper route is the substantive coverage.
The twelve-question cap is a discipline. Adding a thirteenth question dilutes the signal that the FAQ is the entry point. Adding a substantive paragraph dilutes the signal that the deeper route is the coverage. The pair holds because each side stays in its lane.
Escalating to the support queue
Where the FAQ does not answer, the support queue handles the rest. The escalation path is documented on /support/ and the channel map is on the same route. The escalation rules below are the most common cases the team handles.
Read the FAQ
The 12 questions on this route cover the most common decision queries.
Read the deeper route
The deeper route for the same topic carries the substantive coverage.
Open the chat
The in-app chat inside the lobby is the fastest path. The chat is open 24/7.
Escalate
If the query needs a specialist, the agent queue routes internally. Same conversation id.
The escalation chain is the same chain on every editorial route. The FAQ is the first step; the deeper route is the second; the chat or inbox is the third; the specialist is the fourth. Each step hands off to the next with the conversation id preserved.
Reach support
The FAQ answers the most common decision questions; the support queue handles the rest. Both routes land in the same agent queue.