ace 65 FAQ — Bonus, Withdrawal and Security
From KYC verification and bonus terms to the withdrawal process, responsible gaming and the mobile app — detailed answers from ace 65, all in one place.
You may have many questions while playing at ace 65 — how to verify your account, what the conditions are to receive the welcome bonus, how long a bKash or Nagad withdrawal takes, or why a game is not running properly on your phone. On this page we have provided detailed answers to the five most frequently asked topics: identity verification (KYC), bonus terms and conditions, the withdrawal process, responsible gaming and mobile use. The answers are written directly on the basis of ace 65's own rules and policies, so this should be your first stop.
Identity Verification (KYC)
ace 65 runs the KYC process for two main reasons — to keep accounts secure and to prevent money laundering. Once your identity is confirmed, no one else can use your account. Withdrawals also become smoother after verification is complete, because ace 65 can be sure the money is going to the right person. This is part of following international standards and is done for your protection.
ace 65 may request document verification before a large withdrawal for the first time, if unusual activity is detected on an account, or if a suspicious login occurs after a bonus claim. Sometimes it is also requested as part of a routine security review. Submitting documents promptly when asked keeps the account running normally and avoids delays in withdrawals.
ace 65 generally accepts government-issued photo ID such as a National ID card (NID), passport or driving licence. The document must be clear, undamaged and not expired. Photocopies or torn documents are not accepted — please send a clear smartphone photo or scan of the original document. Contact ace 65 live chat if you need help.
ace 65 requires that the name on your account, your ID, and your payment wallet (bKash, Nagad or Rocket) all match. If the name on your NID does not match the name on your wallet, your withdrawal may be held up. If you run into this problem, contact the support team and explain the situation — they will let you know the next steps.
ace 65 uses SSL encryption to keep information secure. Any ID or documents you submit are used only for the verification process and are not shared with third parties. You can find full details on how personal information is stored and used on the ace 65 privacy policy page.
Bonus Terms and Conditions
The welcome bonus is added to your account automatically when you log in via ace 65 Login and make your first deposit. ace 65 offers a 100% first-deposit bonus of up to ৳8,000. Example: deposit ৳1,000 and you receive a ৳1,000 bonus, giving a total balance of ৳2,000, with a wagering requirement of ৳1,000 × 20 = ৳20,000. The minimum deposit to receive the bonus is ৳100. It is a good idea to read the terms and conditions before claiming a bonus.
The wagering requirement for the ace 65 welcome bonus is 20 times the bonus amount. That means you multiply the bonus you receive by 20 to get the total amount you need to wager. Example: deposit ৳16,200 and you receive a ৳8,000 bonus, giving a total balance of ৳24,200, with a wagering requirement of ৳8,000 × 20 = ৳1,60,000. You cannot withdraw from the bonus until the wagering requirement is met.
At ace 65, slot games, fishing games, live casino tables and card games generally count towards bonus wagering. However, each bonus's terms specify which games or game categories apply. Bonus eligibility in sports markets may vary from bonus to bonus. Check ace 65's bonus terms and conditions or live chat support for exact details.
Yes, ace 65 allows you to cancel a bonus. However, keep in mind that cancelling a bonus will also remove any winnings or balance earned from that bonus. Only the original deposited amount will remain (if any is left). Think carefully before cancelling a bonus and speak to the support team if needed.
Each ace 65 bonus has a set expiry period. If the wagering requirement is not completed before the bonus expires, it is cancelled automatically. The welcome bonus, weekly reload bonus and slot festival bonus may each have different validity periods. Check how long the bonus is valid at the time you activate it. Claiming late may reduce your benefit.
Withdrawal Questions
Withdrawals at ace 65 are generally completed within 1 hour — this applies to bKash, Nagad and Rocket. If your KYC verification is complete and the name on your account matches your wallet, there is usually no delay. During busy periods or if additional verification is needed, it may take a little longer.
The minimum withdrawal amount at ace 65 is ৳1,000. Withdrawals below this amount are not possible. If your balance is ৳1,000 or more, you can request a withdrawal at any time. The minimum deposit is ৳100, which is separate from the withdrawal limit.
Yes, to withdraw at ace 65 the payment wallet (bKash, Nagad or Rocket) must be registered in your own name. Withdrawals to someone else's wallet are not allowed. This rule exists to protect your money. Using a third-party wallet will result in the withdrawal being held and may trigger an account verification requirement.
To withdraw winnings from a bonus, you must first complete the wagering requirement. For the ace 65 welcome bonus, this is 20 times the bonus amount. Once wagering is complete, the bonus and winnings move to your regular balance and can then be withdrawn. If wagering is not yet complete, you may be able to withdraw only your own deposited funds, but doing so will cancel the bonus.
A 'Pending' status right after submitting a withdrawal is normal — the ace 65 team is reviewing the request. It is usually completed within 1 hour. If you have been waiting longer than that, contact live chat and provide your withdrawal reference number. A small delay can sometimes occur if additional KYC verification is needed.
Responsible Gaming
ace 65 takes responsible gaming seriously. Players can set their own daily, weekly or monthly deposit limits. Once a limit is set, it takes effect immediately. A waiting period applies before it can be increased, so that the decision is not made impulsively. Visit the responsible gaming page for more details.
Yes, ace 65 offers both cooling-off and self-exclusion options. With cooling-off, deposits and betting are temporarily suspended for a set period (such as 24 hours or one week). With self-exclusion, the account can be closed for a longer period or permanently. Contact ace 65's support team to use either option. Once activated, it cannot be cancelled before the set period ends.
All casino games and sports betting services at ace 65 are for players aged 21 and above only. Age is confirmed at registration and during KYC verification. Opening an account for a minor or playing on behalf of one is strictly prohibited. Parents can use protective filtering software online.
If you feel that gambling is getting out of control, contact ace 65's support team directly — they can help arrange self-exclusion or account restrictions. Also speak to a family member or someone you trust. Mental health support organisations can offer guidance on dealing with gambling addiction.
There are some warning signs to watch out for: spending more than your budget, placing larger bets to chase losses, letting gambling affect your family or work, feeling restless when not playing, and gambling with borrowed money. If you notice these signs, take self-exclusion at ace 65 and seek professional help. Playing responsibly is the way to genuinely enjoy the experience.
Mobile Use
Both the ace 65 Android (APK) and iOS apps are available and must be downloaded through official channels. Visit the relevant page for full details about the ace 65 App. It is advised not to download the app from unofficial sources, as they may not be safe.
The ace 65 app runs on both Android and iOS. It generally works well on Android 6.0 and above and iOS 12 and above. On older phones where some live casino features do not run properly, the browser version can be used. Having sufficient RAM and storage on your device will give you a better experience.
If pages are loading slowly, first clear the cache — on Android go to Settings > Apps > ace 65 or your browser > Clear Cache; on iOS go to Settings > Safari > Clear History and Website Data. Then restart the app or browser. Check that your internet connection is stable — Wi-Fi is generally faster than mobile data. If the problem continues, let ace 65 live chat know.
The ace 65 game system saves the state at the moment the connection drops. When you reconnect, the game round generally resumes from where it left off. If a slot or fishing game round was in progress, it is saved on the server. For live table games, if a round was running when the connection dropped, you will see the result when you reconnect. Contact support if you have any issue.
Still have questions? The support team is always available
If you did not find the answer to your question above, speak directly with the ace 65 support team. Assistance is available in both Bengali and English.
24/7 Live Chat — start directly from any page on the site
Email Support: [email protected]
Email queries are usually answered quickly. For urgent matters, live chat is the better option.