Frequently Asked Questions — Hybaji

KYC (Know Your Customer) verification requires a government-issued photo ID. For Pakistani users, a valid CNIC (Computerised National Identity Card) or a valid passport are the accepted documents. You may also be asked to provide proof of address — a recent utility bill or bank statement from HBL, UBL, Meezan Bank or Bank Alfalah dated within the last three months is typically acceptable.

Documents must be clear, unobstructed photographs or scans. Blurry, expired or heavily edited documents will be rejected and you will be asked to resubmit. The review process typically takes one to three business days.

No. Each person is permitted to hold only one Hybaji account. Duplicate accounts — whether registered under the same name, email, device, IP address or CNIC — are strictly prohibited. If a duplicate account is detected, all accounts associated with that user may be suspended and any bonuses or pending withdrawals on those accounts forfeited in line with our Terms & Conditions.

If you have lost access to your existing account, please use the password reset function or contact our support team directly rather than creating a new registration.

On the login page, click "Forgot Password?" and enter the email address associated with your Hybaji account. You will receive a password reset link by email within a few minutes. Click the link, choose a new strong password — at least eight characters combining uppercase letters, lowercase letters, numbers and special symbols — and confirm it. The link expires after 30 minutes for security purposes.

If you do not receive the reset email, check your spam or junk folder. If it is still not there, contact our support team at [email protected].

Log in and navigate to Account Settings > Personal Details. You can update your phone number, email address or residential address directly from that panel. Some changes — particularly to your legal name or date of birth — may require you to submit updated KYC documentation for re-verification, since these fields must match your official identity documents at all times.

If you need help with a sensitive account change that is not available through the self-service panel, contact our 24/7 support team via live chat or email.

Pakistani players are familiar with a range of local and digital payment options. Common references in the Pakistan market include Easypaisa, JazzCash, Raast (Pakistan's interbank instant payment system) and bank transfers through institutions such as HBL, UBL, Meezan Bank and Bank Alfalah.

Please note: Hybaji does not claim that any of these providers officially support, endorse or facilitate gambling transactions. Payment-provider names are mentioned only as familiar references. Users are responsible for verifying the current availability of any method at checkout and for ensuring their own compliance with applicable local regulations.

Standard withdrawal processing time at Hybaji is one to five business days after the withdrawal request has been approved. Processing time depends on your chosen payment channel and whether your KYC verification is fully complete. Withdrawals to digital wallets are generally faster than traditional bank transfers.

Your KYC verification must be fully approved before any withdrawal is processed. First-time withdrawals may take slightly longer as additional security checks are applied. If a withdrawal has not arrived after five business days, contact our support team with your transaction reference number.

Withdrawals can be placed on hold or declined for several reasons: incomplete KYC verification, an active bonus wagering requirement that has not yet been met, a mismatch between account details and payment method ownership, or a flagged security review. Hybaji's policy is that withdrawals must be made to the same method used to deposit, to prevent money laundering.

Log in and check your account notifications for the specific reason. If no notification is visible, contact our support team with your withdrawal reference number and they will provide a clear explanation within 24 hours.

Hybaji does not charge platform-side fees on standard deposits or withdrawals. However, your payment provider — whether a bank, digital wallet or interbank transfer service — may apply their own transaction fees independently of Hybaji. These charges are set by the payment provider and are outside Hybaji's control.

Always review your payment provider's fee schedule before initiating a transaction, particularly for larger amounts. The amount credited or debited to your Hybaji wallet will reflect the net amount received after any provider-side fees have been applied.

Live in-play betting lets you place bets on a sporting event while it is actively in progress. Odds change dynamically based on what is happening in the match — for example, if a Pakistan batsman is on a big score during a PSL game, the odds for Pakistan to win will shorten in real time. You can open a live event from the sportsbook, see the current odds and place your bet just like a pre-match wager.

A stable internet connection is recommended for live betting, as odds can change quickly. Bets placed while odds are updating may be accepted at the new odds or briefly suspended — the platform will confirm the final accepted odds before your bet is confirmed.

The Hybaji casino section includes slots and instant games (including crash-style games popular with younger mobile audiences), live casino games streamed from professional studios — such as Live Baccarat, Live Roulette and Live Blackjack with real dealers — plus table games like virtual roulette, blackjack and poker variants.

The slot library covers a wide range of themes and volatility levels from well-known game providers. All displayed RTP (Return to Player) percentages are sourced from the game provider and are provided for informational purposes. Hybaji does not guarantee any specific return on any game.

Yes. Hybaji is fully optimised for mobile play through the browser on any modern Android or iOS smartphone. The casino lobby, live dealer tables and sports betting sections all render correctly on smaller screens. No separate app download is required to play — simply open Hybaji in your mobile browser and log in as normal.

For the smoothest experience — particularly when streaming live dealer games — a stable 4G or Wi-Fi connection is recommended. Older devices on 3G connections may experience buffering on live video streams.

Instant games are fast-paced, outcome-determined games that do not require extended session play like traditional slots or table games. Crash games — one of the most popular formats with Pakistani players — involve a rising multiplier that can "crash" at any point. Players place a bet and choose when to cash out before the crash. The longer you wait, the higher the potential multiplier — but if the crash happens before you cash out, the bet is lost.

These games are straightforward to understand but carry the same financial risk as any other gambling product. Always set a budget before playing and never chase a crash-game loss by immediately replaying with a larger stake.

A wagering requirement (also called a playthrough requirement) specifies how many times you must wager your bonus funds before they can be withdrawn as real money. For example, if you receive a PKR 5,000 bonus with a 20x wagering requirement, you must place a total of PKR 100,000 in qualifying bets before the bonus balance converts to withdrawable cash.

Not all bet types contribute equally — sports bets and slots may contribute 100%, while live casino games often contribute a lower percentage. Always read the specific promotion's terms to understand which games count toward wagering and at what contribution rate.

Yes. Hybaji runs regular ongoing promotions for active players, including reload bonuses, free-bet offers on major cricket and PSL events, cashback on net losses during specific tournament periods, and slot tournaments with PKR prize pools. Seasonal promotions aligned with ICC events, the T20 World Cup and PSL season tend to offer some of the highest-value offers of the year.

Log in and visit the Promotions section of your account to see all currently live offers and their individual terms. Promotional emails are also sent to opted-in players — check your inbox or update your communication preferences in Account Settings.

Yes. If you decide you do not want a bonus that has been automatically credited to your account, you can cancel it from Account Settings > My Bonuses before you have placed any wagering activity against it. Once wagering has started against a bonus, cancellation will typically result in the bonus balance and any winnings generated from bonus funds being removed from your account.

Some bonuses are opt-in only — meaning they are not credited automatically and you must actively claim them. If you prefer to play without bonus restrictions at any time, simply do not claim available promotions and your deposits will be treated as real-money balance with no wagering conditions attached.

Promotional offers on Hybaji may be targeted or personalised, meaning different players can see different offers based on their account activity, deposit history or geographic location. An offer displayed on a third-party review site or shared by another player may not be the same offer available to your specific account. Always verify the current offer available to you by logging in and visiting the Promotions page directly.

If you believe there has been an error with a bonus credited to your account — for example, a different amount than expected — contact our support team with a screenshot of the advertised offer and they will investigate promptly.

Hybaji provides a full suite of responsible gambling tools that players can activate at any time from their account settings with no waiting period:

Deposit Limits — set a daily, weekly or monthly cap on how much you can deposit. Loss Limits — restrict how much you can lose within a given period. Session Time Limits — get a notification or automatic logout after a set time playing. Cool-off Periods — take a short break of one day up to six weeks. Self-Exclusion — exclude yourself from the platform for a minimum of six months or permanently. All limits take effect immediately when set and cannot be reduced until the specified period has elapsed.

To self-exclude, log in and go to Account Settings > Responsible Gambling > Self-Exclusion. Choose your exclusion period — options range from six months up to permanent closure. Once confirmed, your account will be suspended immediately and you will not be able to log in or place bets for the duration of the exclusion. Any promotional communications will also be stopped.

Self-exclusion is a serious protective measure and cannot be reversed before the chosen period ends. If you are struggling with problem gambling and need immediate help, we encourage you to speak with a healthcare professional or seek guidance from internationally recognised responsible gambling resources in your region.

Online gambling in Pakistan is subject to the Prevention of Gambling Act, 1977 and related legislation. Hybaji does not claim that online gambling is licensed, approved or regulated by the Government of Pakistan, the PTA, the State Bank of Pakistan, or any Pakistani provincial authority.

This FAQ entry does not constitute legal advice. Pakistani players are individually responsible for understanding and complying with the laws applicable to them in their location. If you are unsure about your legal position, we strongly recommend consulting a qualified legal professional before participating. Hybaji provides informational and entertainment content only.

If you notice any suspicious activity on your Hybaji account — such as unrecognised logins, bets you did not place, or unauthorised withdrawal requests — act immediately: change your password using the "Forgot Password?" function, revoke any active sessions from Account Settings > Security, and contact our support team at [email protected] or via live chat with as much detail as possible.

Our security team will place a temporary hold on withdrawals from your account while the investigation is underway to prevent unauthorised fund movement. Response time for security incidents is prioritised and typically handled within a few hours of your report being received.

Common warning signs of problem gambling include: gambling with money set aside for essential expenses such as rent or groceries; chasing losses by placing larger and larger bets to recover; feeling unable to stop or reduce gambling despite wanting to; hiding gambling activity from family members; and experiencing anxiety, irritability or depression related to gambling outcomes.

If any of these signs resonate with you, please reach out for support. You can activate Hybaji's self-exclusion tool immediately, speak with your GP or a mental health professional, or search online for internationally recognised responsible gambling support organisations and self-help resources available in English. You are not alone, and help is available. Our support team at [email protected] can also help you activate account protections right now.