Heyvip FAQ — Simple Answers to the Most Asked Questions

Promotions & Bonuses

All current promotions at heyvip are available in one place — Latest Promotions page. You can get there directly from the navigation menu — no login required.

How often it's updated:

• Weekly offer: New offers drop every Monday, typically featuring reload bonuses, cashback, or free spins.
• Event-based offers: Special promotions are released ahead of major cricket tournaments or football events — these are available for a limited number of days.
• Monthly VIP Offer: VIP members receive a personalized exclusive offer once a month via SMS or in-app notification.

Tips to never miss out:

Keep heyvip's promotion notifications turned on — go to your account settings and enable SMS or email notifications. Each offer's validity period and wagering requirements are listed on the promotions page — worth a quick read before you opt in.

Account

There are two types of profile updates on heyvip — some details you can change yourself, while others require assistance from support.

You can change this yourself:

• Password — Log in → Profile → Security Settings → Change Password.
• Contact details and email — Profile → Personal Information.
• Notification preferences — Profile → Notification Settings.

Must be changed through support:

• Name Change: Name changes after registration are limited. Submit a request to support with your national ID and reason for the change. Processing typically takes 24–48 hours.
• Mobile Number Change: OTP verification on your registered number and a photo of your NID are required. For security reasons, this must be done through support — it cannot be changed directly.

Account

Forgetting your password happens to everyone — resetting it on heyvip is straightforward and only takes a few minutes.

Step-by-step password reset guide:

• Step 1: Log In Go to the page and click the "Forgot Password?" link.
• Step 2: Enter your registered mobile number and click "Send OTP".
• Step 3: Enter the 6-digit OTP sent to your mobile within 2 minutes.
• Step 4: Set a new password — at least 8 characters, ideally including a number and a special character.
• Step 5: Confirm your password — you'll be logged in right away.

What if my mobile number has also changed?

If you no longer have access to your registered number, reach out via live chat or at support@heyvip.my. Your identity will be verified using your NID or passport, and your account will be restored — typically within 24 hours.

Age & Rules

Minimum age to open an account and play at heyvip 18 years — This is a requirement under our international license, not an optional rule.

For users under 18:

No, users under 18 are strictly prohibited from registering or playing on heyvip under any circumstances. Date of birth is collected during registration, and national ID verification may be required in cases where age is in doubt.

If someone provides false information:

• If confirmed, the account will be permanently closed.
• All accumulated balances and bonuses in the account will be forfeited.
• Any pending withdrawal requests will be cancelled.

If a parent or guardian suspects that a minor in the household is using heyvip, please contact support@heyvip.my immediately. Learn more Responsible Gaming page.

Betting & Games

Heyvip's settlement policy for cancelled or interrupted matches is straightforward — depending on the situation, one of two outcomes applies.

If a match is cancelled before it starts:

If a match never starts or is cancelled before kick-off, the bet is generally Void is considered valid and the full stake amount is returned to your account balance. Returns typically take 2–6 hours to process.

If a match is interrupted after it has started:

• When a set number of overs or a time period has been completed: In cricket, the DLS method applies; in football, once a specified number of minutes (typically 70) have been completed, the result may be considered valid.
• If the match ends before the scheduled time: The bet is voided and a full refund is issued.
• Rescheduled Match: Generally voided if not replayed at the same venue within 48 hours.

Settlement Rules for Specific Sports Terms & Conditions page for full details. If anything seems off, contact support right away.

Promotions & Bonuses

How quickly your winnings and bonus funds appear at heyvip depends on the type of reward.

For winning Sports bets:

In most cases, immediately after the match ends and the result is confirmed Instantly Winnings are added to your account balance. In-play bets may take 5–15 minutes to settle. Once the balance is credited, you can submit a withdrawal request immediately.

For casino or slots winnings:

Winnings from Live Casino and slots are credited to your balance instantly once the game round ends.

Bonus withdrawal conditions:

• Welcome Bonus: Withdrawable after meeting the 20x wagering requirement.
• Reload bonus: Depending on the specific bonus terms, a 5x–15x wagering requirement may apply.
• Cashback: Can be withdrawn directly with no wagering requirement.

Withdrawal Processing Time:

1–4 hours for bKash, Nagad, and Rocket. 1–3 business days for bank transfers. Withdrawals made after midnight are processed the following morning.

Referral

Heyvip's referral program is straightforward — bring a friend on board and both of you benefit.

How the referral bonus works:

• Step 1: Log in and go to Profile → Refer or the "Bring a Friend" section.
• Step 2: Copy your personal referral link or code.
• Step 3: Share that link or code with your friend. They then register using that link.
• Step 4: When your friend makes their first deposit, a bonus is credited to your account.

Referral bonus amount:

Currently, for each successful referral (friend registers + minimum ৳500 deposit), you receive Cash bonus up to ৳300. The exact bonus amount depends on the current offer — for the most up-to-date information, visit the Latest Promotions View the page.

A few conditions apply:

• Your friend must be a new member — existing accounts are not eligible.
• If your friend's account is linked to the same device or IP address as yours, the bonus may be withheld.
• Referral bonuses have no wagering requirement — you can withdraw them directly.