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Pokok FAQ — All your questions answered in one place

From registration to payments, bonuses to gaming — everything you need to know about Pokok is right here. If you can't find what you're looking for, our support team is always on hand.

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Here are direct answers to the questions we get asked most.

Most Asked
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Payments & Withdrawals

Learn about deposit and withdrawal methods, processing times, and limits for bKash, Nagad, Rocket, and bank transfers.

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Bonuses & Promotions

Find out how to claim and use welcome bonuses, reloads, cashback, and free spins.

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Account & Registration

Everything you need to know about creating a new account, login issues, password resets, and KYC verification.

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Games & Betting

Learn the rules, strategies, and how to get started with Live Casino, slots, and Sports Betting — explained in plain language.

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Mobile app

Your complete guide to downloading, installing, and updating the pokok app — plus troubleshooting common mobile issues.

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Security & Privacy

Learn about account security, two-factor authentication, data privacy, and suspicious activity.

Topic-Based Navigation
Account & Registration
Payments & Withdrawals
Bonuses & Promotions
Games & Betting
Security
Mobile app
Frequently Asked Questions
How do I claim the welcome bonus? How long does it take for funds to reach my account? What should I do if I forget my password? What is the minimum withdrawal amount? Where can I download the app?
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Account & Registration 8 Questions

In just 2 minutes You can open an account at Pokok. All you need is:
  • An active Bangladeshi mobile number
  • An email address
  • Your name and date of birth
  • A strong password
Registration is completely free — no credit card or advance payment required.

On the Login page "Forgot Password?" Click the link. Enter your registered mobile number or email address. Set a new password in just 2 minutes via OTP or email link. If you run into any issues, on Live Chat Contact us.

With a single mobile number One account only You can. Creating multiple accounts is against our Terms & Conditions— and may result in all bonuses being voided and your account being permanently suspended.

Before your first withdrawal KYC verification is required. You'll need a scanned copy of your National ID (NID) or passport, plus a selfie. This is purely for your account's security — verification is typically completed within 24 hours.

To close your account, email our support team support@pokok.run. Please withdraw all your balance first. Responsible Gaming You can also submit a self-exclusion request from the page.

Yes. After logging in, you can update your email and password from Profile Settings. To change your mobile number or name, you'll need to contact Support — this can be done after KYC verification.

After 5 incorrect password attempts, your account will be temporarily locked for 30 minutes. Wait 30 minutes and try again, or reset your password. For an immediate fix, on Live Chat Contact us.

No. On pokok Only players aged 18 and above Registration is possible, but if an underage account is detected during verification, it will be suspended and all balances refunded.
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Payments & Withdrawals 8 Questions

  • bKash / Nagad / Rocket: Instant (usually 1–5 minutes)
  • Bank Transfer: 15–30 minutes (during banking hours)
  • USDT / Crypto: After network confirmation (5–15 minutes)
If it takes more than 30 minutes, please contact Support with your transaction ID.

The following payment methods are supported at Pokok:
  • 📱 bKash, Nagad, Rocket, Upay
  • 🏦 Bank Transfer (all major Bangladeshi banks)
  • 💰 USDT (TRC20), Bitcoin, and other cryptocurrencies
All payments are secured with SSL encryption.

  • Minimum withdrawal: ৳500
  • Daily maximum: ৳2,00,000
  • Weekly maximum: ৳5,00,000
VIP members enjoy higher limits. KYC verification is required before your first withdrawal.

Usually 15–30 minutes processing is completed. During peak hours (6–10 PM), it may take up to 2 hours. Bank transfers may take 3–4 hours. If it's been more than 2 hours, please contact Support.

Deposits are non-refundable. However, any available balance can be withdrawn at any time. There are no restrictions on withdrawing balance that has not been wagered. Bonus balance is subject to wagering requirements before withdrawal.

This is usually caused by a communication failure between your bank or mobile banking provider and pokok. Transaction reference number to contact support. Issues are typically resolved within 24 hours.

pokok does not charge any deposit or withdrawal fees. However, your bank or mobile banking provider (bKash, Nagad, etc.) may apply their own charges. Network fees apply to crypto transactions.

Minimum deposit ৳500 Starting from scratch. A minimum first deposit of ৳500 is required to claim the welcome bonus. Limits may vary slightly depending on the payment method used.
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Bonuses & Promotions 7 Questions

After registration Automatic 100% bonus on your first deposit will be added. For example, deposit ৳1,000 and get a ৳1,000 bonus — giving you ৳2,000 to play with. The maximum bonus is ৳10,000. Wagering requirements must be met before the bonus can be withdrawn.

Wagering means you must place bets totalling a specified multiple of your bonus (e.g. 20x) before you can withdraw. For example, a ৳1,000 bonus with a 20x wagering requirement means you need to wager a total of ৳20,000 (wins and losses combined). Full details can be found in each bonus's terms and conditions.

Every Monday, based on the net losses from the previous week 10% Cashback Cashback is credited to your account automatically. The minimum cashback is ৳500 and the maximum is ৳50,000. To qualify, you must have a net loss of at least ৳1,000 in that week.

When a friend registers using your referral link and makes their first deposit, you'll receive ৳500 Bonus. The more friends you refer each month, the bigger your bonus. You'll find your referral link in the "Refer" section of your profile.

You earn points on every bet you place. Based on your points, there are 4 VIP tiers: Silver, Gold, Platinum, and Diamond. Higher tiers unlock greater cashback, exclusive bonuses, and a dedicated personal account manager.

Once free spins are credited to your account, use them on the specified slots game (as stated in the promotion). When you enter the game, the free spins option will appear automatically. They typically expire after 7 days.

Promo Code Latest Promotions available on the promotions page and via email and SMS notifications. Enter your code in the "Promo Code" box during registration or when making a deposit. Each code can only be used once.
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Games & Betting 7 Questions

Available at Pokok:
  • 🃏 Live Casino (Baccarat, Roulette, Blackjack, Dragon Tiger)
  • 🎰 1,000+ slots games (Pragmatic Play, PG Soft, Habanero)
  • ⚽ Sports Betting (cricket, football, tennis, badminton)
  • 🔢 Lottery & Number Games
  • 🐟 Fishing Games

Yes, most slots and table games Demo mode Play for free in Demo Mode using virtual currency to get a feel for the games. Note that Live Casino games are only available in real-money mode.

Bet on cricket (IPL, BPL, International), football (Premier League, Champions League), tennis, badminton, e-sports (DOTA2, CS:GO, MLBB), and 30+ more sports. In-play betting is also available for live matches.

Yes. All games at pokok Certified RNG (Random Number Generator) ensuring every result is completely random and transparent. Our game providers (Pragmatic Play, Evolution, and others) are internationally audited and licensed.

Progressive jackpots at pokok can reach crores of BDT. Jackpot slots are won by landing specific symbol combinations. On the Jackpot page View the current jackpot amount.

In most cases, restarting the game will resume from the point where it was interrupted. For disconnections during live games, the refund policy depends on the game provider. If you experience any issues, please contact Support.

Yes, pokok's Live Casino 24/7 It's always on. You can play Baccarat, Roulette, and other games with a live dealer at any time of day or night, Bangladesh time.
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Security & Privacy 6 Questions

Pokok 256-bit SSL encryption — as secure as your bank. Your information will never be shared with third parties. For more details, see our Privacy Policyavailable.

After logging in, go to Profile → Security Settings → enable "Two-Factor Authentication". You can use mobile OTP or an Authenticator app (Google Authenticator). Keeping this active significantly strengthens your account security.

  • Change your password immediately
  • Email us at support@pokok.run
  • Get urgent help via Live Chat
Our security team will investigate and take the necessary steps to secure your account.

Always go directly to pokok.run Type it in directly. Never enter your password through a link in any email or SMS. Pokok will never ask for your password via email or SMS. If you receive any suspicious communication, report it immediately to support@pokok.run.

Email us at support@pokok.run. You may request data deletion when closing your account. Please note that certain information is required by law to be retained for a specified period. For more details, Privacy Policyavailable.

Go to the "Responsible Gaming" section in your account settings to set deposit limits, session time limits, or self-exclusion. Learn more on the Responsible Gaming page .
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Mobile app 6 Questions

Download Page Both Android and iOS versions are available for download. On Android, download and install the APK file (enable installation from unknown sources). On iOS, you'll find the App Store or TestFlight link. The app is completely free.

  • Android: Android 5.0 or higher, minimum 2GB RAM
  • iOS: iOS 12 or later (iPhone 6s or newer)
The app runs smoothly on most modern smartphones. It works on slower connections too, though a stable internet connection is recommended for live games.

  • Force-close the app and reopen it
  • Restart your phone
  • Uninstall the app and install the latest version
  • Check your internet connection
If the issue persists, contact support with your phone model and Android/iOS version.

When a new version is available, you'll receive an update notification when you open the app. Alternatively, On the downloads page and download the latest version. Installing the new APK over the old one will update the app — no need to uninstall first.

Go to Profile → Settings → Notifications inside the app to turn alerts on or off as you prefer. You can also manage Pokok's notification permissions directly from your phone's settings.

Yes. From Chrome, Firefox, or Safari on your mobile pokok.run Type the URL and go. The website is fully mobile-optimized. For an even better experience and faster loading, try the app.

Learn more about pokok FAQ

This pokok FAQ page is built around the most frequently asked questions from thousands of members across Bangladesh. We aim to provide clear answers to every common issue right here — so you don't have to keep reaching out to support.

If you're new to pokok, start with the Account & Registration section. For payment queries, head to the Payments section for full details. The Bonuses section covers everything you might wonder about — including what wagering means and how to complete it.

Read the security tips to keep your gaming experience safe. Always enable two-factor authentication and never enter your password on unfamiliar links. Responsible Gaming-'s rules — play within your limits, stay happy.

If your question isn't answered in this FAQ, you can reach us in three ways: Live Chat (fastest), email (support@pokok.run), or phone support. Our Bangla-speaking support team is available around the clock.

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Our support team is here for you anytime. Reach out in whichever way is most convenient for you.

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Live Chat

The fastest way to get help. Chat in Bangla — you're typically connected within 1–3 minutes.

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Email Support

For complex issues, write a detailed message and send it to support@pokok.run. You'll typically get a reply within 2–6 hours.

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Help articles

Find detailed guides on specific topics beyond the FAQ. Check out the pages below.

Always available
Responsible Gaming
Terms & Conditions
Privacy Policy
Promotions
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