Frequently Asked Questions

To create a pakgem account, visit the homepage and click the registration button. You will be asked to provide your full legal name, date of birth, email address or mobile number, and a secure password. Once you have submitted the form, verify your email or mobile number to activate the account. You must be at least 18 years old — or the higher minimum age required by the applicable license jurisdiction — to register.

Pakgem accepts registrations from Pakistani users in Karachi, Lahore, Islamabad, Rawalpindi, Faisalabad, Multan, Peshawar and elsewhere. However, it is your personal responsibility to confirm that accessing an online gambling platform is lawful in your specific circumstances under applicable Pakistani law, including the Prevention of Gambling Act 1977. Pakgem does not claim that online gambling is authorised by the Pakistani government.

Yes. You must be at least 18 years old — or the higher minimum age required by the operator's applicable license jurisdiction — to register an account and use any real-money feature on pakgem. Age is verified during the KYC process. Accounts found to belong to underage individuals are closed immediately and any associated balances are forfeited. We take this requirement extremely seriously.

No. Each individual is permitted to hold only one account on pakgem. Operating multiple accounts — whether under the same identity or different details — is a direct breach of our Terms and Conditions and will result in the suspension of all associated accounts. Any balances across duplicate accounts may be voided. If you have accidentally created a second account, please contact support immediately to resolve the situation.

For Pakistani users, the standard KYC documents are a valid Computerised National Identity Card (CNIC) or passport, a proof-of-address document such as a utility bill or bank statement issued within the last 90 days, and a selfie or liveness check as directed during the verification flow. Documents must be clear, unaltered and submitted only through pakgem's official secure portal. KYC completion is required before any withdrawal is processed.

Click the 'Forgot password?' link on the login screen. You will be prompted to enter your registered email address or mobile number. A password reset link or OTP will be sent to that contact. Follow the instructions to create a new password. If you no longer have access to the registered email or number, contact the support team through live chat so they can verify your identity via an alternative method.

Available deposit options are displayed in the live cashier and may include mobile wallets such as Easypaisa and JazzCash, Raast-enabled bank transfers, and transfers from banks including HBL, UBL, Meezan Bank, Bank Alfalah and others. Cryptocurrency options may also be available. These payment provider names are mentioned for context only — no payment provider endorses or supports gambling. Always check the cashier for current availability before attempting a deposit.

Minimum deposit thresholds vary by payment method and are displayed in real time inside the cashier before you confirm any transaction. Figures are shown in PKR where applicable. We recommend checking the cashier directly rather than relying on any third-party figure, as minimums can be updated without prior notice. There is no platform-wide single minimum that applies universally across all payment channels.

Withdrawal processing times depend on your chosen payment method. Once pakgem has approved the withdrawal — which requires completed KYC verification — funds are typically dispatched within 24 to 72 hours. External processing times at payment providers such as Easypaisa, JazzCash, HBL, UBL or Raast are outside pakgem's control and may add additional time. Cryptocurrency withdrawals often process faster than bank-based methods.

Common reasons for a withdrawal delay include incomplete KYC verification, unmet bonus wagering requirements, a security or fraud review triggered by unusual account activity, or a mismatch between the withdrawal method and the payment method used to deposit. In all cases, the support team can explain the specific reason and the steps needed to resolve it. Contact live chat with your username and withdrawal reference for fastest assistance.

Generally, no. As a standard anti-money-laundering measure, withdrawals must be returned to the same payment method used for the deposit where technically possible. If your original deposit method does not support outgoing transfers, the support team will guide you through the verified alternative options available in your account. Third-party withdrawals — to accounts not registered in your name — are not permitted under any circumstances.

Pakgem does not charge platform fees on standard deposits or withdrawals. However, some payment providers — particularly certain bank transfer services — may apply their own transaction fees. Cryptocurrency transactions may carry network fees set by the relevant blockchain, not by pakgem. Always review the full transaction breakdown in the cashier before confirming. If you see an unexpected deduction, contact support with the transaction ID for clarification.

Pakgem offers a range of gaming categories including sports betting with markets on cricket, PSL, ICC tournaments, football and UFC; live casino games such as baccarat, roulette, blackjack and live game shows; video slots from leading software studios; classic table games like poker variants and three-card games; and esports markets. The full library is accessible from the main navigation after login. Game availability can vary by region and device.

Cricket betting lets you place wagers on match outcomes, series results, player performance markets and in-play events during live matches. Pakgem covers major tournaments including Pakistan Super League (PSL), ICC World Cup events, Test series and bilateral T20 internationals. Odds are updated in real time. You simply select a market, enter your stake in PKR, review the potential return and confirm your bet. All bets are final once accepted at the confirmed odds.

Yes. Pakgem's live casino is fully optimised for mobile browsers on both Android and iOS devices. You can play live baccarat, roulette, blackjack and game shows directly from your mobile browser without downloading a separate app. A stable internet connection — 4G or WiFi — is recommended for the best live streaming experience. Portrait and landscape modes are both supported depending on the game format.

The house edge is the mathematical advantage the operator holds over players across a large number of bets. For example, European roulette has a house edge of approximately 2.7%. This means that over many spins, the operator statistically retains 2.7% of all wagered amounts. It does not determine the outcome of any individual bet. Understanding the house edge is important for realistic expectations: casino games are designed to be entertaining, not reliable income sources.

Yes. All casino game outcomes on pakgem are determined by certified Random Number Generation (RNG) systems operated by the relevant software studios. Live dealer games are determined by the real-time physical outcome of dealer play streamed from licensed studios. Game providers are required to hold valid certifications from recognised testing laboratories such as eCOGRA, BMM or GLI. Pakgem does not manipulate or influence game outcomes. Past results have no bearing on future ones.

Welcome bonus details change regularly and are displayed on the promotions page at the time of registration. Typical welcome offers include a first-deposit match bonus where pakgem adds a percentage of your initial deposit as bonus funds. The specific percentage, maximum bonus amount in PKR and applicable wagering requirements are set out in the individual offer terms. Always read the full bonus terms before opting in, as wagering requirements and game restrictions apply.

A wagering requirement is the total value of qualifying bets you must place before bonus funds — and any winnings derived from them — become withdrawable. It is expressed as a multiplier applied to the bonus amount. For example, a 20x wagering requirement on a PKR 1,000 bonus means you need to place PKR 20,000 in qualifying bets before withdrawing. Different games contribute at different rates — slots often contribute 100%, while table games may contribute less or not at all.

Yes. While a bonus wagering requirement is incomplete, a maximum single bet or spin limit applies — typically between PKR 500 and PKR 1,000 per round, as specified in the individual offer terms. Placing bets above this limit while a bonus is active may result in the bonus being voided along with any associated winnings. This rule exists to prevent bonus exploitation and applies universally across all active promotional offers.

Yes. All bonuses carry an expiry period, typically between 7 and 30 days from the date of activation, as stated in the specific offer terms. If the wagering requirement is not completed within this window, the remaining bonus balance and any associated winnings are forfeited. Extensions are not provided as standard and are at the sole discretion of pakgem management. Check the bonus terms carefully before opting in to avoid surprises.

Yes. You can opt out of promotional communications — including bonus offers, free spin alerts and special promotions — at any time through your account settings or by contacting the support team. Opting out of marketing does not affect your account access, current balance or game availability. If you are using responsible gambling tools and find that promotional contact is unhelpful, we strongly recommend disabling marketing communications as an additional safeguard.

Yes. All data transmitted between your device and pakgem is encrypted using HTTPS/TLS. Sensitive data at rest — including KYC documents and financial records — is protected using industry-standard encryption. Access to personal data is restricted to authorised personnel on a strict need-to-know basis. Pakgem does not sell personal data to third parties. Full details of our data practices are set out in our Privacy Policy.

Deposit and loss limits can be configured in your account settings under the Responsible Gambling section, or by contacting the 24/7 support team. You can set daily, weekly or monthly limits in PKR. Once a limit is set, it takes effect immediately. Reducing a limit happens straight away; increasing a limit requires a mandatory 24-hour cooling-off period to ensure the decision is not made impulsively. These tools are free and highly encouraged.

Self-exclusion is a formal request to suspend your pakgem account for a set period — typically 6 months, 1 year, 5 years or permanently — during which you cannot log in, deposit or play. It is designed for players who feel their gambling is becoming a problem. To request self-exclusion, contact the support team via live chat or email at [email protected]. Requests are processed immediately. Self-exclusion cannot be reversed before the chosen period expires.

If you feel gambling is negatively affecting your finances, relationships or mental health, please take action sooner rather than later. You can activate a deposit limit, loss limit, session time limit or self-exclusion directly through your account or by contacting pakgem support at any hour. You are also encouraged to speak to a trusted person in your life or consult a mental health professional. Organisations such as GamCare (gamcare.org.uk) offer free, confidential support in English.