Need a hand? The MCW help centre brings together quick fixes for the most common issues — login, deposits, withdrawals, verification and the app — plus every way to reach our 24/7 support team. Most problems have a simple solution below; if not, we're a tap away via live chat, email, Telegram or Facebook.
Official site: mcw.in.net. New here? Register and deposit to start. Can't find your answer? Contact 24/7 support or see the FAQ.
Contact support — 24/7
Our support team is available around the clock, with a Bengali interface, through several channels:
- Live chat — the fastest option, right on the site and app, 24/7.
- Email — for detailed queries or when you need to attach documents.
- Telegram — message our official channel for quick help.
- Facebook — reach us via our official page.
When contacting support about a transaction, have your transaction ID (TrxID) and registered phone number ready — it lets the team trace things fast.
Login & account help
Most account access issues are quick to fix. If you have an MCW login problem, work through these first:
Can't log in?
Check your registered phone number/username and password are correct, and that Caps Lock is off. If you've forgotten your password, use the "forgot password" link on the login page to reset it via your registered phone.
Forgot your password?
Tap "forgot password" on the login screen and follow the reset steps sent to your registered number. If you can't reset it, contact 24/7 support.
Account locked or can't access it?
This can happen after multiple failed login attempts or for security checks. Contact support to verify your identity and restore access.
Biometric login not working (Android)?
Make sure biometric login is enabled in the app and that your device's fingerprint/face unlock is set up. Re-enable it in the app settings if needed.
Deposit help
Deposit not credited?
The most common causes are a wrong or missing transaction ID, an amount outside the limit (500–30,000 BDT for eWallets), depositing outside eWallet hours (8:00–22:00), or sending to the wrong merchant number. Re-check these. If everything's correct, contact support with your TrxID. Full guide on the deposit page.
Deposit taking too long?
Most eWallet deposits credit within 3 minutes. Occasionally a wallet or bank is slow — wait a few minutes, then contact support with your transaction ID if it still hasn't arrived.
Which methods can I use?
bKash, Nagad, Rocket, UPAY, TAP and OKWallet, plus local bank and crypto. See the payments page for limits and fees.
Withdrawal help
How do I withdraw?
Open the Cashier, choose Withdraw, enter an amount (100–50,000 BDT), confirm your bKash, Nagad or Rocket details and submit. See the withdrawal page.
Withdrawal delayed or pending?
Withdrawals are usually processed within 24 hours. A delay often means identity verification (KYC) is needed, or a wagering requirement on a bonus hasn't been met. Check your account messages, and contact support if unsure.
Withdrawal rejected?
Common reasons: incomplete KYC, an unmet bonus wagering requirement, or mismatched account details. Resolve the flagged issue, then resubmit. Support can explain the specific reason.
Verification (KYC) help
Why do I need to verify my identity?
To keep accounts and funds secure and meet anti-money-laundering rules, we may ask for a government photo ID, a selfie holding your ID, and proof of address — usually before or during your first withdrawal. There's no KYC just to log in or deposit.
How do I complete KYC?
Upload the requested documents in your account when prompted, or send them to support as advised. Clear, in-date documents that match your account details verify fastest.
Bonus help
My bonus didn't apply.
The welcome bonus must be selected in the Promotion section before you confirm your first deposit — it can't be added afterward. Check the bonus page for terms.
Why can't I withdraw my bonus?
Bonus funds carry a wagering requirement (10x on the welcome bonus). The bonus and its winnings become withdrawable only once you've met it. See the bonus page's wagering explainer.
App help
Can't install the app (Android)?
Enable "Install unknown apps" for your browser, then reopen the APK from mcw.in.net. The app needs Android 5.0+.
App won't open or runs slowly?
Check you're on Android 5.0+, free up storage, and use Wi-Fi for live games. Reinstall from the official site if needed.
On iPhone?
MCW runs as a web app on iOS — open mcw.in.net in Safari and Add to Home Screen. For more, see app help and the app page.
Responsible gaming help
I want to set a limit or take a break.
You can set deposit limits, take a time-out or self-exclude in your account, or ask support to help. See responsible gaming for the full tools and support options. You must be 18+ to play.
Still need help?
If your issue isn't covered here, the FAQ answers more questions across accounts, payments, games and bonuses, and our support team is available 24/7 via live chat, email, Telegram and Facebook, with a Bengali interface. To get back to playing, explore the casino or sportsbook.
Play responsibly; you must be 18+. More on responsible gaming.
Frequently asked questions
How do I contact MCW support?
24/7 via live chat (fastest), email, Telegram and Facebook, with a Bengali interface. Have your transaction ID ready for payment queries.
Why won't my deposit go through?
Usually a wrong transaction ID, an amount outside 500–30,000 BDT, depositing outside eWallet hours (8:00–22:00), or the wrong merchant number. Check these, then contact support with your TrxID.
Why is my withdrawal delayed?
Withdrawals are typically processed within 24 hours. Delays often mean KYC verification is needed or a bonus wagering requirement is unmet. Check your account messages.
How do I reset my password?
Use "forgot password" on the login screen to reset via your registered phone number, or contact support if you can't.
Why do I need to verify my identity?
KYC (government ID, selfie with ID, proof of address) keeps accounts secure and meets AML rules, usually before or during your first withdrawal. No KYC is needed to log in or deposit.
My bonus won't let me withdraw — why?
Bonus funds carry a 10x wagering requirement on the welcome bonus; they become withdrawable only once it's met.
The app won't install — what do I do?
On Android, enable "Install unknown apps" for your browser and reinstall the APK from mcw.in.net (Android 5.0+ required). On iOS, use Add to Home Screen in Safari.
18+. Play responsibly. Official site: mcw.in.net. MCW Consultancy Ltd., licensed in Anjouan, Union of Comoros.