Frequently Asked Questions
hzay FAQ — All Your Questions Answered in One Place
From opening an account to withdrawing money to bKash — find clear and detailed answers in English to any question you have about hzay right here.
hzay is a trusted online betting and casino platform for Bangladesh. Both new and experienced players often have many questions — how to open an account, how to deposit money with bKash or Nagad, how to get bonuses, or how to get support when there is a problem. On this page we have organized answers to the most frequently asked questions into five topic-based sections, so you can quickly find the information you need.
Account and Registration
Opening and Managing Your Account at hzay
To open an account at hzay, you need to provide your name, mobile number, email address, and a strong password. Your date of birth may also be required for age verification. Please note that hzay is only for individuals aged 21 and above. Register with accurate information, as identity verification may be required when making withdrawals.
Once registration is successful, a verification message will be sent to your email or mobile. Confirm it, then log in to your account. Next, add your payment method (such as bKash or Nagad) and make your first deposit. You will automatically become eligible for the welcome bonus with your first deposit.
No, only one account per person is allowed. Opening multiple accounts violates hzay's rules and may result in account suspension or closure. If you cannot access your existing account, contact the support team via live chat or email.
Use the "Forgot Password?" option on the login page. Enter your registered email or mobile number and password reset instructions will be sent to you. The process may take a few minutes. If you have trouble, contact hzay's 24/7 live chat support — our team will help you in English.
Yes, you can change your email, mobile number, and password from account settings. However, for security reasons, some changes may require identity verification. The support team will guide you through this process.
Deposits and Withdrawals
Deposits and Withdrawals — bKash, Nagad and More
Deposits to hzay via bKash, Nagad, Rocket, or Upay are usually credited to your account within a few minutes. Occasionally, network delays may cause it to take 15-20 minutes. If your balance does not appear within 30 minutes, contact live chat with your transaction reference number.
The minimum deposit amount at hzay is ৳300 (for all payment methods). The minimum withdrawal amount is ৳1,000. These limits ensure that every transaction is processed smoothly and players have a hassle-free experience.
hzay typically processes withdrawal requests within 30 minutes to 3 hours. This timeframe applies to all methods — Nagad, bKash, Rocket, and Upay. It may take a little longer on bank holidays or during unusually high traffic. Complete your account verification in advance for faster processing.
hzay does not impose any processing fees on deposits or withdrawals. However, your mobile banking provider (such as bKash or Nagad) may apply their own transaction charges. Those fees are determined by the respective service provider's own policy.
If a withdrawal is still being processed, it may be possible to cancel it through the support team. However, once approved and sent, cancellation is generally not possible. If you are unsure, ask via live chat before submitting the request.
hzay currently supports bKash, Nagad, Rocket, and Upay. These are the most widely accessible mobile banking methods in Bangladesh and can be used from almost any smartphone. If new methods are added in the future, they will be announced on the platform.
Games and Rules
Games and Rules — Slots to Cricket Betting
To bet on BPL (Bangladesh Premier League) matches at hzay, first log in to your account and go to the Cricket section. Select an available match and place your bet on any market — match winner, total runs, top run-scorer, or over/under. You can see the odds for each market directly. With live betting, you can also place bets while a match is in progress.
RTP (Return to Player) is a mathematical indicator of what percentage of total wagers a slot game returns to players over the long term. For example, a 95% RTP means an average of ৳95 is returned for every ৳100 wagered — but this is a long-term average, not a guarantee for each session. RTP is set by the game provider and hzay ensures fair play.
Yes, hzay is fully mobile-friendly. All games can be played from any Android or iOS smartphone browser. There is no need to download a separate app; just open hzay in your browser and log in. All slots, live casino, and sports betting work smoothly on mobile.
In hzay's live casino section, you can play live blackjack, live roulette, live baccarat, live poker, and many more games with real dealers. They are streamed directly from the studios of top providers including Evolution Gaming and Ezugi. Some tables also feature dealers who speak Bengali for Bengali-speaking players.
Yes, hzay offers live betting on major international cricket tournaments including the T20 World Cup and IPL. Odds change with ball-by-ball updates as the match progresses, providing a dynamic betting experience. Visit the Cricket section during a match to see live events.
Bonuses and Promotions
Bonuses and Promotions — How to Get and Use Them
After opening a new account at hzay, you can receive a 200% welcome bonus on your first deposit, up to a maximum of ৳20,000. This means if you deposit ৳10,000, you will receive an additional ৳20,000 as a bonus. The bonus is automatically added to your account — no separate code is needed.
A wagering requirement means you must place a specified amount of bets before you can withdraw bonus money. The wagering requirement for hzay's welcome bonus is 15x. For example, if you receive a ৳5,000 bonus, you can withdraw your bonus winnings after placing a total of ৳5,000 × 15 = ৳75,000 in bets.
There is no need to join hzay's VIP program separately — by playing regularly you are automatically promoted through the Bronze, Silver, Gold, and Platinum levels. At the Platinum level, you can receive up to 1.2% cashback weekly. See the Rewards page for details.
Each week, cashback is given based on your net losses according to your VIP level. Weekly cashback is 0.3% at Bronze, 0.6% at Silver, 0.9% at Gold, and up to 1.2% at Platinum. Cashback is added directly to your account balance.
Each bonus has a different validity period, which is clearly stated in the terms and conditions at the time of claiming the bonus. Generally, the wagering requirement for the welcome bonus must be completed within a specific number of days. If the bonus is not used before it expires, it may be forfeited. Check the Terms and Conditions page for the latest conditions.
Safety and Responsible Gaming
Safety and Responsible Gaming
Yes, hzay uses the highest standard of SSL encryption to keep all personal and financial information secure. No personal information is sold or shared with third parties from our servers. For more details, please read our Privacy Policy page.
hzay is only for individuals aged 21 and above. You will need to confirm your age during registration. We follow a strict verification process to prevent access by minors.
hzay takes responsible gaming seriously. You can set deposit limits, loss limits, or self-exclusion (keeping your account closed for a set period) on your own account. These options can be activated from account settings or with the help of the support team. See the Responsible Gaming page for details.
hzay provides 24/7 live chat support in English. For any issue, click the live chat button at the bottom of the site. You can also contact us by email: [email protected]. Our support team is committed to resolving issues promptly.
Still have questions? Contact Support
Our expert support team is available seven days a week, twenty-four hours a day. Chat with us live in English or write to us by email — we will answer any question promptly.
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