// help & knowledge base
newpuck Frequently Asked Questions
Everything Bangladeshi players need to know about registering, depositing via bKash or Nagad, betting on cricket, spinning slots, claiming bonuses, and staying safe on newpuck — answered clearly in one place.
This page is newpuck's comprehensive FAQ resource for players based in Bangladesh. Whether you are new to the platform and trying to complete registration, a returning player with a deposit question, or someone looking for information about our responsible gaming tools, you will find a clear, direct answer below. Questions are grouped into five categories for easy navigation. If your question is not covered here, our support team is available 24/7 at support@newpuck.
// why players choose newpuck
Key Reasons to Play on newpuck
Before diving into the full Q&A, here is a quick overview of what makes newpuck stand out for players in Bangladesh.
Instant BDT Deposits
Fund your account in seconds using bKash, Nagad, Rocket, or Upay. No conversion fees, no waiting — your balance updates the moment the transaction clears.
Live Cricket Betting
Bet on BPL, IPL, T20 World Cup, and Bangladesh Tigers fixtures with real-time odds, in-play markets, and BDT stakes starting from ৳100.
256-bit SSL Security
All data transmitted between your device and newpuck is encrypted with 256-bit SSL. Your personal details and payment information are always protected.
Hundreds of Slot Games
Choose from a vast library of slots by Pragmatic Play, NetEnt, Microgaming, and more — from classic reels to jackpot video slots with certified RNGs.
24/7 Support
Our support team is available every day of the year via email, WhatsApp, and live chat — including Eid, Victory Day, and all Bangladeshi public holidays.
Responsible Gaming Tools
Deposit limits, session timers, reality checks, time-outs, and self-exclusion are all built into your account dashboard — free, immediate, and effective.
Account & Registration
How do I create an account on newpuck?
Creating an account on newpuck takes less than three minutes. Click the newpuck Login link in the navigation menu, then select the option to register a new account. You will need to provide a valid email address, a username, a strong password, your full name, date of birth, and your mobile number. You must be 18 years or older to register. Once submitted, you will receive a verification email — click the link inside to activate your account and you are ready to play.
What documents do I need to verify my newpuck account?
newpuck requires standard KYC (Know Your Customer) documents to verify your identity before processing withdrawals. Accepted documents include your Bangladesh National Identity Card (NID), passport, or driver's licence for identity verification, and a recent utility bill or bank statement (issued within 90 days) for address verification. Upload clear, colour scans or photographs of both sides of your ID document directly from your account dashboard. Verification is typically completed within 24 hours on business days.
I forgot my newpuck password — how do I reset it?
You can reset your newpuck password by clicking the "Forgot Password" link on the login page and entering your registered email address. A secure password reset link will be sent to that email within a few minutes. Click the link, enter and confirm your new password, and log in as normal. If you do not receive the email within ten minutes, check your spam or junk folder. For further assistance, contact support at support@newpuck.
Can I open more than one account on newpuck?
No — newpuck strictly permits one account per player. Opening duplicate accounts is a violation of our Terms and Conditions and may result in the permanent closure of all associated accounts and forfeiture of any balances. If you have lost access to your original account, please contact our support team rather than creating a new one. Our team can help you recover your existing account using your registered email address or phone number.
How do I close my newpuck account?
To permanently close your newpuck account, email support@newpuck with the subject line "Account Closure Request" from your registered email address. Our team will confirm your identity, process any pending withdrawals, and close the account within 48 hours. If you are considering closure due to gambling concerns, we recommend exploring our self-exclusion tool first — it suspends your account for a set period without permanent closure.
Deposits & Withdrawals
How do I deposit money on newpuck using bKash?
Depositing via bKash on newpuck is straightforward: log in to your account, go to the Cashier or Deposit section, select bKash as your payment method, enter the amount you wish to deposit (minimum ৳500), and follow the on-screen instructions to complete the bKash Send Money or payment flow. The funds appear in your newpuck account balance within minutes of a successful bKash transaction. Always use the exact merchant number displayed on our deposit page to avoid errors.
How long does a Nagad deposit take on newpuck?
Nagad deposits on newpuck are credited instantly — typically within 1 to 5 minutes of completing the Nagad payment. If your balance has not updated after 15 minutes, take a screenshot of your Nagad transaction confirmation (showing the transaction ID and amount) and send it to support@newpuck for manual review. Our team resolves pending deposit queries within two hours during support hours (00:00–24:00 BST, UTC+6).
What is the minimum deposit amount on newpuck?
The minimum deposit on newpuck is ৳500 BDT, regardless of which payment method you use. This applies to bKash, Nagad, Rocket, Upay, Dutch-Bangla Bank, BRAC Bank, Islami Bank, City Bank, Sonali Bank, Visa, and Mastercard. There is no maximum deposit limit imposed by newpuck directly, although your individual bKash or Nagad wallet transaction limits may apply. For high-value deposits, bank transfer is typically the most convenient method.
What is the minimum withdrawal amount on newpuck?
The minimum withdrawal on newpuck is ৳1,000 BDT. Withdrawals can be made to your registered bKash, Nagad, or Rocket mobile wallet, or to a verified Bangladeshi bank account. To be eligible to withdraw, your account must have completed KYC verification. newpuck does not charge any withdrawal fees; however, your payment provider may apply standard transaction charges.
How long do withdrawals take on newpuck?
Mobile wallet withdrawals (bKash, Nagad, Rocket) on newpuck are typically processed within 1 to 4 hours after approval. Bank transfer withdrawals to Dutch-Bangla Bank, BRAC Bank, Islami Bank, City Bank, or Sonali Bank accounts may take 1 to 3 business days depending on the receiving bank's processing schedule. All withdrawal requests are subject to a brief security review. Withdrawals submitted during peak hours (18:00–22:00 BST) may take slightly longer.
Does newpuck charge any fees on deposits or withdrawals?
newpuck does not charge any platform-side fees on deposits or withdrawals. The full amount you deposit is credited to your account balance, and the full amount you request to withdraw is sent to your payment method. Any charges that may appear on your bKash, Nagad, or bank statement are levied by the payment provider itself, not by newpuck. We recommend checking your provider's standard send-money or transfer fee schedule for clarity.
Can I deposit using Rocket on newpuck?
Yes, newpuck accepts Rocket (Dutch-Bangla Bank Mobile Banking) as a deposit and withdrawal method. To deposit via Rocket, select it as your payment method in the Cashier section, enter the deposit amount, and follow the Rocket payment steps as shown on screen. The minimum transaction amount is ৳500 BDT. Rocket deposits are credited within minutes. For withdrawals to Rocket, ensure your Rocket number is registered and verified in your account profile.
Games & Gameplay
How do I bet on cricket matches on newpuck?
To bet on cricket on newpuck, navigate to the Cricket section from the main menu, then browse available matches — including BPL (Bangladesh Premier League), IPL, T20 World Cup, and international Bangladesh Tigers fixtures. Select a match, choose a market (match winner, top batsman, total sixes, etc.), enter your stake in BDT, and confirm your bet slip. Live in-play betting is available on most major fixtures, with odds updating in real time.
What slot games are available on newpuck?
newpuck offers a wide catalogue of slot games from leading providers including Pragmatic Play, NetEnt, Microgaming, and Spribe. You can browse the full library by visiting the Slots section from the navigation menu. Games range from classic 3-reel fruit machines to modern 5-reel video slots with bonus rounds, free spins, and progressive jackpots. All slots on newpuck use certified random number generators (RNGs) to ensure fair and unpredictable outcomes.
Is newpuck available on mobile devices in Bangladesh?
Yes — newpuck is fully optimised for mobile play. The website is built with a responsive design that adapts seamlessly to smartphones and tablets running Android or iOS. No app download is required; simply open newpuck in your mobile browser (Chrome, Firefox, or Safari all work well), log in, and play. All features — including deposits via bKash, live cricket betting, slots, and account management — are available on mobile.
What is the RTP (Return to Player) on newpuck slots?
RTP (Return to Player) is a theoretical percentage indicating how much a slot game pays back to players over a large number of spins. On newpuck, slot RTPs vary by game and provider but typically range from 94% to 97%. You can find the RTP for each slot in the game's information or help section, usually accessible by clicking the "i" icon within the game interface. Higher RTP slots offer better long-term value, though individual session outcomes are always random.
Does newpuck offer live casino games?
Yes — newpuck features a live casino section powered by Evolution Gaming and Ezugi, offering real-time table games with professional human dealers. Available games include Live Roulette, Live Blackjack, Live Baccarat, and Live Teen Patti. All live casino streams are broadcast in high definition. You can access the live casino from the newpuck Casino section in the main navigation menu. A stable internet connection is recommended for the best streaming experience.
Bonuses & Promotions
What welcome bonus does newpuck offer to new players?
newpuck offers a welcome bonus for newly registered players who make their first qualifying deposit. The exact bonus amount and structure (deposit match percentage, free spins, or a combination) is displayed on the promotions page of your account dashboard after registration. Bonus terms, including minimum deposit amount, eligible games, and wagering requirements, are clearly stated on the bonus detail page. Always read the terms before claiming any bonus.
What are wagering requirements on newpuck bonuses?
Wagering requirements (also called playthrough requirements) specify how many times you must bet the bonus amount before it can be withdrawn as real cash. For example, a ৳1,000 bonus with a 20x wagering requirement means you need to place ৳20,000 in total bets before the bonus converts to withdrawable funds. Wagering requirements on newpuck vary by promotion and are always clearly listed in the specific bonus terms and conditions on your account dashboard.
Do newpuck bonuses expire?
Yes — all bonuses on newpuck have an expiry period, which is stated in the individual bonus terms. If wagering requirements are not completed within the validity window, the bonus and any winnings generated from it will be removed from your account automatically. The expiry clock typically starts from the moment the bonus is credited, not from the date of deposit. Log in to your account's bonus section to view the remaining validity period of any active bonus.
Does newpuck offer any loyalty or VIP rewards?
newpuck rewards regular players through an ongoing loyalty programme. As you play, you accumulate points that can be exchanged for bonus credit, free spins, or other rewards. Higher-volume players may qualify for VIP tier benefits, which can include dedicated account management, faster withdrawals, personalised promotions, and invitations to exclusive events. Details of the current loyalty tiers and point earn rates are available in the Promotions section of your account.
Can I use a bonus on cricket betting as well as slots?
Whether a bonus can be used on cricket betting, slots, or both depends on the specific promotion's terms. Some bonuses on newpuck are game-specific — for example, free spins are valid for designated slot titles only, while a sports betting bonus may apply only to cricket or other sportsbook markets. The eligible games and bet types are always listed clearly in the bonus terms. If you are unsure, contact our support team before using a bonus to avoid accidentally invalidating it.
Safety & Responsible Gaming
Is newpuck safe and secure for Bangladeshi players?
newpuck uses 256-bit SSL encryption to protect all data transmitted between your device and our servers, including personal information, payment details, and account credentials. Our platform undergoes regular security audits, and all payment processing partners are PCI-DSS compliant. Player funds are held in segregated accounts separate from operational funds. We do not share your personal data with third parties for marketing purposes without your explicit consent.
Is newpuck legal in Bangladesh?
newpuck operates as an online gaming and sports betting platform serving adult players. We do not make specific regulatory claims about individual jurisdictions. Players are responsible for understanding the applicable laws in their country of residence before registering. What we can confirm is that newpuck employs fair play technology, SSL encryption, and responsible gaming standards consistent with internationally recognised best practices for player safety and data protection.
How do I set deposit limits on my newpuck account?
You can set daily, weekly, or monthly deposit limits directly from the Responsible Gaming section of your newpuck account settings. Once a limit is active, you cannot deposit more than that amount within the chosen period. Limit reductions take effect immediately; increases require a 7-day cooling-off period before they come into force. If you cannot locate the settings, contact our support team at support@newpuck and we will apply the limit for you within one hour.
How do I self-exclude from newpuck?
To self-exclude from newpuck, email support@newpuck with the subject line "Self-Exclusion Request", stating your registered email address and your preferred exclusion duration (minimum 6 months, up to 5 years, or permanent). Our team will verify your identity and activate the exclusion within one hour. During the exclusion period your account is fully locked — you cannot log in, deposit, or bet — and all marketing communications are suspended. Self-exclusion is irrevocable for its full duration.
How do I contact newpuck customer support?
newpuck customer support is available 24 hours a day, 7 days a week, including all Bangladeshi public holidays. You can reach us by email at support@newpuck, via WhatsApp at +880 1700 000 000, or through the live chat feature inside your account dashboard. Our support hours are 00:00–24:00 BST (UTC+6) every day. For responsible gaming queries, account closures, or self-exclusion requests, email is the recommended channel as it creates a written record of your request.
Still Have Questions?
Our support team is online around the clock to help with anything not covered above. You can also explore the platform directly — browse our cricket markets, try the slots, or visit the casino section to see what newpuck has to offer.
Can't find what you're looking for? Email us at support@newpuck or message us on WhatsApp: +880 1700 000 000. Support is available 00:00–24:00 BST (UTC+6), every day of the year. 18+