Question 1

What benefits I will get of increasing my level?

Makao Support · Accepted Answer

Leveling up gives you access to new bonuses, free spins, weekly cashback at higher levels, and the number of available friends you can invite with your referral link. You can find information about all levels on the Achievements page.
To maintain your level, you need to actively play to gain the required amount of experience. Otherwise, at the beginning of the new month, your level will be reduced.
Steel and Bronze levels cannot drop.

Question 2

How can I increase my level?

Makao Support · Accepted Answer

To level up, you need to gain experience points (XP). XP are given when completing tasks or receiving coins. One coin gives you 100 XP. You can see how much XP you have earned in the Achievements page.

Question 3

What is Makao coin?

Makao Support · Accepted Answer

Makao coins are our internal currency. You can mint coins simply by placing bets in slot machines, live casino games (Roulette) or video slots. You can find out in the Achievements page how many bets you need to make in order to mint one coin. In the future, these coins can be exchanged for participation in the lottery or purchase of products in our store, stay tuned.

Question 4

How can I earn coins?

Makao Support · Accepted Answer

By placing bets in the slot machines, live casino games and video slots game categories, you are minting a coin. Coins start accumulating from the Bronze level, at the Steel level coins do not accumulate. Check out the Achievements section on how many bets you need to make in order to mint one coin.

Question 5

How can I change account email?

Makao Support · Accepted Answer

You can change email address by going to Profile - Personal details, then you just enter your new email address into the Email input and press Apply changes at the bottom of the page. After that you will receive a confirmation email which you have to confirm.

Question 6

Can I change my personal data?

Makao Support · Accepted Answer

You can’t change your personal data if they’re absolutely opposite to the previous variant. You can correct only misprints or data which were entered in incorrect field (e.g. Last Name in First Name field). If you found that you need something to correct, you need contact our support team on support@makaobet.com and provide the necessary data: First and last name, Your correct personal data, Reason why want to change your data, E-mail that was specified at registration, Scan or clear photo of your passport for making us sure that your data is correct.

Question 7

At what age can I place a bet in this casino?

Makao Support · Accepted Answer

If you want to play games and use casino services you need to be at least 18 years old.

Question 8

Why I have to use my real personal data?

Makao Support · Accepted Answer

In accordance with the requirements of the licensee we comply a policy of anti money laundering and combating terrorist enforcement program. Be sure to specify real personal data and use only your payment cards or e-wallets, otherwise compliance team could block your account due to non-compliance with our policies.

Question 9

Haven't received registration confirmation email or sms?

Makao Support · Accepted Answer

Make sure that the letter did not end up in the spam mailbox or email/phone number is correct. If this does not help, then please write to our support chat, our support team will confirm your action in manual mode.

Question 10

Can I open more than one account?

Makao Support · Accepted Answer

No, you can have only one account. If you want to change your game currency, just write to support, we will perform change in manual matter.

Question 11

Can I be sure that my money is safe?

Makao Support · Accepted Answer

All connections are encrypted using the TLS protocol. All our payment partners are PCI / DSS certified. The system identifies unscrupulous password guessing requests and blocks connections. All your passwords are stored only in a hashed form and there is no way to decrypt the password.

Question 12

How to regain my data, if I lost my password and email?

Makao Support · Accepted Answer

In cases where there is enough information in your profile to confirm your identity, then such an action is carried out manually in accordance with the observance of all security procedures. Prepare a scan of your passport or ID and write to the support team.

Question 13

How can I restrict others from watching my slot machine game?

Makao Support · Accepted Answer

You need to go to "My Profile" and select "Settings" from the menu. At the bottom of the page there will be a section called "Privacy in slot machines" where you can disable the option for other players to view the game.

Question 14

Why I need to upload my documents?

Makao Support · Accepted Answer

As required by the licensee, we comply with an anti-money laundering policy and an anti-terrorism program. To check that you are of legal age and comply with our policy, the compliance team must go through a verification of documents with profile details.

Question 15

Can I be sure that my personal data is safe?

Makao Support · Accepted Answer

We take the privacy of our clients very seriously. The service works only over the TLS protocol, that means, all connections are encrypted and all our payment partners have the PCI / DSS security certificate. For the safety of your data and your funds in your account, we recommend that you do not disclose any information about your account (password, etc.)

Question 16

Can I change the currency of my account?

Makao Support · Accepted Answer

It can't be done.

Question 17

What is the minimum amount of deposit?

Makao Support · Accepted Answer

The minimal amount of deposit is individual for every paying system. You can see all the limits in Deposit page.

Question 18

How long can a withdrawal take?

Makao Support · Accepted Answer

On average, it takes up to 24 hours, on weekends and holidays it can take more. In very rare cases, if there was a failure on the side of payment providers, payment processing time can be prolonged.

Question 19

Can I cancel my withdrawal request?

Makao Support · Accepted Answer

You can cancel the withdrawal if it has not been processed yet. In case if you see "Cancel" button on withdrawal request in Withdraw page then you can cancel it, funds will top up your balance instantly.

Question 20

Why was my withdrawal request declined?

Makao Support · Accepted Answer

In cases where the compliance team or the payment provider canceled the payment, pay attention to the description of the cancellation in the balance "History" page. Such a situation can occur if you have incorrectly specified the details of the recipient or payment card.

Question 21

Can I withdraw my money using somebody’s bank card or paying account?

Makao Support · Accepted Answer

In accordance with the licensee's rules, our anti-money laundering and anti-terrorism program compliance policy, funds can only be withdrawn to their own e-wallets or bank cards.

Question 22

How does work bonuses?

Makao Support · Accepted Answer

The bonus system works as a support for a loyal customer. The task of this system is to support the client who is interested in playing and to increase the chance of playing at their own expense.
It works like this, the bonus needs to be activated, after which, in the category of games specified in the bonus, you need to make bets until the wager reaches 100 percent. After full wagering, the bonus amount will be assigned to the game balance.
If the bonus has been canceled or it has expired, then this bonus cannot be restored.

Question 23

How can I claim first 4 deposit bonuses?

Makao Support · Accepted Answer

Just make a deposit to your account balance. Уour bonus will be assigned in the list of bonuses after successful replenishment of the balance. You can see your bonuses in Bonus page.

Question 24

What does wager means?

Makao Support · Accepted Answer

Wager is a multiplier by the amount of which you need to make bets in order to redeem the bonus.
An example of wagering: if the bonus amount is $ 10, and the wager is 2x, then in order to get the bonus amount to your balance, after activating the bonus, you need to make bets for $ 20.

Question 25

How does cashback work?

Makao Support · Accepted Answer

If you ended the previous week with a negative balance, then on Monday you will receive cashback. Cashback will appear in the form of a notification window (if you closed the window, you can return to the activation window through the notification bar in the header of the website). In order for top up cashback amount to your main balance you need it to activate. The time for activating cashback is limited to one week. Cashback is given to regain lost, so the only condition for it is that after activating it cashback amount will be frozen for withdrawal for 24 hours. Cashback for all levels, starting from Bronze - 5%. The minimum amount of cashback payout is $1 (500 Tenge).

Question 26

How many bonuses can I activate at the same time?

Makao Support · Accepted Answer

You can activate only one bonus at a time.

Question 27

I received bonus, what should I do now?

Makao Support · Accepted Answer

Now you need to activate bonus on My Bonuses page. Just press Activate button on bonus you want to start wagering. When bonus is activated, you can start redeem it by making bets. Please pay attention, different bonuses have different redeem conditions. Carefully check bonus information before the activation. When your wagering progress will reach 100%, bonus amount will be added to you balance automatically.

Question 28

What is the Makao Jackpot?

Makao Support · Accepted Answer

This is a jackpot that drops out and accumulates in slot machines. The basic principle of operation is as follows:

Name	Drop range		Minimum bet to participate
Name	Start	End*	Minimum bet to participate
Bronze	100000	125000	50
Silver	550000	700000	500
Gold	1500000	2000000	1000

* theoretically, the accumulated amount may exceed the end of the range, but for the users this should mean that the chance of winning will be at maximum probability.

All jackpot amounts are specified in currency of Republic of Kazakhstan (Tenge).

Question 29

How to hit Makao jackpot?

Makao Support · Accepted Answer

The basic rule is that if the jackpot accumulation has reached the drop range, the jackpot draw begins. To take part in the draw, you only need to meet the conditions of the minimum bet. Just remember that the larger the amount of jackpot accumulation, the more likely it is to hit.In case of victory, a congratulation notification with the jackpot amount will popup on the screen of the slot machine, amount of which will be credited to the slot balance immediately. The jackpot can be won on any slot machine except dollar slots (501-508 and 701-710 slots), APEX (509-514 slots) and Egypt slots.

Question 30

How does the referral program work?

Makao Support · Accepted Answer

To participate in the referral program and earn $25 for each invited friend, you must meet the following conditions:
Copy the referral link on the “Invite a Friend” page and send it to your friend who is interested in playing on the Makao casino site.
You can send a link via any messenger, e-mail or SMS (the cost of sending SMS is on you according to the tariff of your operator).
After filling in all the data, documents and the first deposit, as well as confirming the profile information, the invited friend receives $15 to his balance and 20 free spins. The money credited to the balance cannot be withdrawn within 24 hours by the invited friend and 72 hours by the inviter, but they can be played.

Question 31

Who can be invited through the referral program?

Makao Support · Accepted Answer

The people you invite should be your friends. Do not invite family members or strangers for commercial purposes.
Responsibility for sending a referral link to strangers lies entirely with you, in accordance with the laws of the protection of personal data.
The bonus is credited for each invited user who has made a full registration (filled in personal information, uploaded a personal document and made the first deposit).

Question 32

How many friends can be invited through the referral program?

Makao Support · Accepted Answer

The number of friends you can invite depends on your level. Detailed information about this can be found on the Achievements page.

Question 33

When will I receive money for an invited friend?

Makao Support · Accepted Answer

After your friend fulfills all the conditions of the referral system, you will receive $25 to your balance. Money credited to the balance cannot be withdrawn within 72 hours, but it can be played. In the event that a case of violation is detected in our system, the bonus money will not be credited.

Question 34

In what cases the bonus is not credited?

Makao Support · Accepted Answer

In case of non-compliance with any of the rules for receiving a bonus, its receipt may be canceled. Mandatory conditions for completing the bonus are filling out a profile, uploading documents, making a deposit and the activity of an invited friend on the site. User activity is checked by the system every 4 hours. Users also undergo additional verification by our manager.

Cases of violation of the conditions of the bonus are considered to be user registration:
- has not reached the age of 18;
- from the same phone number, device, IP, email or payment information previously used on our website;
- a relative or cohabitant using the same device and/or IP;
- previously registered on our website;
- previously blocked on our site;
- in a country that has legal restrictions on the use of an online casino site;
- giving false information of personal data.
In case of detecting a malicious violation of the terms of the referral system, we reserve the right to close the possibility of using the referral system, as well as block the accounts of invited users.

Question 35

What are slot tournaments?

Makao Support · Accepted Answer

Slot tournaments are time-limited promotions when, by fulfilling the established conditions, you can win prizes on your game balance in slot machines or video slots.

Question 36

How can I participate in the tournament?

Makao Support · Accepted Answer

The rules in each tournament may differ, so we recommend you to read them by clicking on the "Learn more" button under the specific tournament that interests you. There is a "Rules" tab, where you will find a description of what types of slots are involved in the tournament, the required bets and the promised prizes.

Question 37

How do slot machines tournaments work?

Makao Support · Accepted Answer

Each tournament has its own range of bets. Only those participants who make spins on bets in this range participate in the tournament and collect points. The range of bets is indicated in Tenge (KZT) . This means that you can take part by playing on those slot machines and games where it is possible to place a bet in a given range.

Please note that your bet is set exactly in KZT, and not BET points (for example, this may occur on slot machines of EGT models - in this case, you need to click on the screen to the place where your bet value is indicated and make sure that you see the KZT value).

Each tournament runs for a limited number of hours, which is specified in the tournament rules. During this time, players collect winnings points. 1 point is equal to 1 Tenge (KZT) won (for example, if a player wins 20 Tenge, he gets 20 points).

You can participate in the tournament on any slot machine except dollar slots (slot models 701-710).

The prize fund of the tournament is divided among the number of participants established in the rules - depending on their place in the winners table. Winners are distributed in the table depending on the number of collected points. In other words, the player who has earned the most winnings during the tournament takes the first place.

You can see your place in the tournament in the leaderboard in any slot machine or on the tournament page, both during and after the tournament.

Winnings for the winners will come to the game balance automatically after the end of the tournament.

Everyone can participate in the live slot machines tournament.

Question 38

Does the jackpot count in winning points in a slot machines tournament?

Makao Support · Accepted Answer

The Makao Jackpot won during the tournament does not count towards winning points. But all in-game wins in bonus games and free spins are considered.

Question 39

How do video slot tournaments work?

Makao Support · Accepted Answer

Each game provider sets its own rules for participating in the tournament. You can read them in detail in the description of the tournament.

Question 40

What is Makao Shop?

Makao Support · Accepted Answer

While you play in our online casino, you accumulate internal currency - Makao coins. You can exchange these coins for lottery tickets, as well as purchase something in a Makao Shop. Here you can buy products with our logos, bonuses (free spins or money), and also play the game with the opportunity to win real money.

Question 41

How to make purchases in Makao Shop?

Makao Support · Accepted Answer

All purchases are made using accumulated Makao coins. The price of each product is indicated next to it. There are 4 types of products in the Makao Shop - Instant games, merchandise, freespins and bonuses. Each type of product has its own terms of purchase:

- Instant games. Purchasing a game takes place inside the game interface, where you can access by clicking on the “Play” button. In the lower left corner you can select your bet - from 1 to 5 coins. The amount of winnings depends on the size of the bet - the more coins you exchange and bet, the more prize you can win. To purchase a game, select the desired bet and click on the “Play” button in the lower right corner.
- Merchandise. By clicking the “View” button, a window will open where you can select the product size you need or other characteristics, if any. After making a purchase, our manager will contact you to clarify delivery details.
- Freespins. By purchasing this bonus, you will have the opportunity to make freespins on video slots. Select the desired number of freespins and the game in which you want to play them and click “Buy”. Next, go to the Bonuses page and activate. After this, you can play your purchased freespins.
- Bonus. By purchasing this bonus and wagering, you will receive on your balance the amount that you exchanged for coins. To receive a bonus, you need to activate it on the Bonuses page and then wager your bet in type of game you chosen. If you cancel the bonus, the coins will not be returned.

If the “Buy” button is gray and inactive, then most likely you do not have enough coins to purchase this product.

Question 42

How is merchandise delivered?

Makao Support · Accepted Answer

After purchasing our products, our manager will contact you shortly. He will confirm the delivery address and send your order by mail. Please make sure your profile contains your correct contact information before making a purchase.

Question 43

What is the Monthly Money Wheel?

Makao Support · Accepted Answer

The monthly money wheel is a bonus that is issued once a month on the 15th to all players from the silver level and above. By spinning the wheel, you can win a wager from 0x to 25x. When the wager is played back, you will receive real money on your balance. The money wheel will be active at 15:00 Almaty time.

Question 44

What are the prizes on the Money Wheel?

Makao Support · Accepted Answer

The amount of reward depends on your level:

- Steel - no prize
- Bronze - no prize
- Silver - $10
- Gold - $50
- Platinum - $100

Question 45

How can I get my bonus on the Money Wheel?

Makao Support · Accepted Answer

To receive your money wheel bonus, you need to follow the button from the notification. A window with a wheel will open where you need to press the start button. When you receive a wager, go to the bonuses page and activate this bonus.
You will have exactly 1 week to roll over the wager. If you receive 0, then you do not need to wager. After wagering, the money will be credited to your balance.

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