Frequently Asked Questions

You must be at least 18 years old to register on Winrup — or the higher minimum age required by the operator's licensing jurisdiction or applicable local law, whichever is greater. Age verification is carried out during the KYC process. Providing false information about your age is a serious breach of the Terms and Conditions and may be reported to relevant authorities.

No. Winrup permits only one account per person. Operating multiple accounts — whether under your own name or someone else's — is a breach of the platform's Terms and Conditions. Duplicate accounts are subject to closure, and any associated balances or bonuses may be forfeited. If you believe you have accidentally created a duplicate, contact support immediately.

Standard KYC requires a government-issued photo identity document — for most Pakistani users this will be your CNIC (Computerised National Identity Card) or passport — plus proof of your current address, such as a utility bill or bank statement dated within the last three months. For withdrawal processing, you may also need to provide proof of the payment method you are using.

Most account details can be updated directly from your account settings panel after logging in. For changes to sensitive information such as your registered email address, name or date of birth, you will need to contact the support team and provide supporting documentation. Keeping your account information accurate and up to date is a requirement under the platform's Terms and Conditions.

On the login page, click the 'Forgot Password' link and enter your registered email address. You will receive a password reset link valid for a limited time. If you do not receive the email within a few minutes, check your spam folder. If the issue persists, contact Winrup support via Live Chat and a team member will assist you in regaining access to your account securely.

Minimum deposit amounts vary by payment method and are displayed in the live cashier at the time of the transaction, denominated in PKR where applicable. Minimum limits exist to ensure transactions can be processed efficiently. If you are unsure about the minimum for a specific method, check the cashier page or contact support before initiating a deposit.

Withdrawal processing times vary by payment method. After Winrup approves a withdrawal request — which typically takes up to 24 to 48 hours, subject to KYC completion — the funds are sent to your payment method. Bank transfers may take an additional two to five business days to clear, depending on your bank. Cryptocurrency withdrawals are generally faster but depend on network confirmation times.

Common reasons for withdrawal delays include incomplete KYC verification, an outstanding active bonus with incomplete wagering requirements, a mismatch between the deposit and withdrawal method, or a pending security review. If your withdrawal has been pending beyond the standard processing window, contact support via Live Chat with your account details and a team member will investigate and update you promptly.

Winrup displays account balances and transaction amounts in PKR where the payment method and cashier settings support it. Currency availability depends on the specific payment method chosen. If your selected method processes in a different currency, conversion may apply at the prevailing rate at the time of the transaction. Check the cashier for current currency settings before completing a transaction.

Live casino at Winrup streams real-time gameplay from professional studio environments, where human dealers operate physical cards, roulette wheels and other equipment in front of HD cameras. You join a live table through your browser or app, place bets using on-screen controls, and watch the action unfold in real time. An in-game chat feature is typically available. Live casino is accessible from any city in Pakistan with a stable internet connection.

Winrup's sportsbook covers a wide range of cricket markets, including international fixtures, ICC tournaments such as the Cricket World Cup and T20 World Cup, and domestic T20 competitions including the Pakistan Super League. Bet types typically include match winner, top batsman, total runs, over/under and in-play live betting markets. Market availability depends on the fixture schedule and the operator's live sportsbook at the time of the event.

In addition to cricket, Winrup's sportsbook typically covers football leagues from around the world, tennis Grand Slam and ATP/WTA events, basketball including the NBA, UFC and MMA bouts, kabaddi, hockey and a variety of other international sports. Esports betting may also be available. The range of live in-play markets during major international events makes the sportsbook particularly popular during ICC season and major UEFA tournaments.

All slot games and RNG table games on Winrup use certified random number generator (RNG) technology, independently tested to ensure fair and unpredictable outcomes. Live casino games use physical equipment operated by trained dealers under studio conditions monitored by the licensing authority. Game fairness certifications are typically issued by recognised independent testing laboratories. If you have a concern about a specific game outcome, contact support for assistance.

A wagering requirement — sometimes called a playthrough requirement — is the number of times you must stake a bonus amount (or bonus plus deposit, depending on the offer) before the resulting balance becomes eligible for withdrawal. For example, a PKR 1,000 bonus with a 30x wagering requirement means you need to place a total of PKR 30,000 in qualifying bets before cashing out. Game contribution rates vary — slots typically contribute 100%, while table games may contribute less.

Whether a bonus applies to sports betting depends on the specific promotion. Some Winrup bonuses are designated for casino games only, while sports-specific promotions — such as enhanced odds on PSL or ICC matches — are designed exclusively for the sportsbook. Always check the 'Eligible Games or Markets' section of the bonus terms before placing bets with active bonus funds to avoid unintentional forfeiture.

If you request a withdrawal before meeting the wagering requirements on an active bonus, the bonus amount and any winnings generated from it will typically be forfeited. Only the real-money portion of your balance — your original deposit net of bets placed — may be eligible for withdrawal in such cases, subject to applicable terms. It is always worth checking the current bonus balance and wagering progress in your account before requesting a withdrawal.

Online gambling is subject to legal restrictions in Pakistan, including the Prevention of Gambling Act, 1977. Winrup does not hold a Pakistan gambling license and does not claim that online gambling is lawful in all Pakistani jurisdictions. It does not claim authorisation from the Government of Pakistan, the Pakistan Telecommunication Authority, the State Bank of Pakistan or any provincial body. Users must independently assess applicable local law before registering. This is not legal advice.

You can set deposit limits, loss limits, session time limits and reality check intervals directly from the Responsible Gambling section of your account settings. Reductions take effect immediately; increases are subject to a mandatory cooling-off period. These tools are always accessible — you do not need to contact support to activate them. If you prefer, a support agent on Live Chat can also activate limits for you immediately, at any hour. Learn more on the Responsible Gambling page.

To self-exclude, contact Winrup's 24/7 Live Chat and state that you wish to self-exclude. You can also email [email protected] with 'Self-Exclusion Request' in the subject line. Self-exclusion is activated immediately and cannot be reversed during the active period. Available periods range from six months to permanent. During exclusion, your account is suspended for all gambling activity and you will not receive promotional communications.

Winrup support is available 24 hours a day, seven days a week via Live Chat directly through the platform. For written enquiries, you can email [email protected] — please note this is a plain-text address and is not a clickable link. English support is available at all times. Urdu assistance is available during select hours. For faster resolution, include your registered username or account email in all correspondence.