Surewin Terms & Conditions

These Terms and Conditions ("Terms", "Agreement") constitute a legally binding agreement between you ("User", "Player", "you") and Surewin ("Surewin", "we", "us", "our"), the operator of the online gaming and sports betting platform accessible at https://surewin.casa (the "Platform").

By creating an account, making a deposit, placing a wager, or otherwise accessing or using any part of the Surewin Platform, you confirm that you have read, understood, and accept these Terms in full. If you do not agree with any part of these Terms, you must cease use of the Platform immediately.

These Terms apply to all Users of the Platform regardless of the device used to access it — whether via desktop browser, mobile web, or any other means. Surewin serves users across Malaysia, including those located in Kuala Lumpur, Penang, Johor Bahru, Petaling Jaya, Shah Alam, and all other regions of Malaysia.

These Terms should be read in conjunction with our Privacy Policy and our Responsible Gambling Policy, both of which are incorporated herein by reference.

In these Terms, the following words and expressions shall have the meanings ascribed to them below unless the context requires otherwise:

To be eligible to register and maintain an Account on the Surewin Platform, a prospective User must satisfy all of the following criteria at the time of registration and on a continuing basis throughout the life of their Account:

• You must be at least 21 years of age. Surewin strictly enforces this minimum age requirement and conducts mandatory KYC verification on all Accounts. Accounts found to have been registered by individuals under 21 will be closed immediately and any funds returned in accordance with our AML obligations.
• You must be a natural person. Registrations by corporations, partnerships, trusts, or other legal entities are not permitted.
• You must have the legal capacity to enter into a binding contract under the laws of your jurisdiction.
• You must not be self-excluded from Surewin or any other gambling platform through a formal self-exclusion mechanism at the time of registration.
• You must not currently be subject to a court order or other legal restriction that would prohibit you from engaging in online gambling activities.
• You must be registering on your own behalf and not on behalf of any third party.
• You must provide accurate, current, and complete information during registration. Providing false information is a serious breach of these Terms and will result in immediate Account suspension.

4.1 Registration Process

To register an Account, you must complete the registration form on the Platform, providing your full legal name, date of birth, residential address, email address, and a chosen username and password. All information provided must be accurate and must match the documentation you will subsequently be required to submit for KYC verification.

4.2 Identity Verification (KYC)

Surewin is required to verify the identity of all registered Players before permitting withdrawals and, in certain circumstances, before permitting deposits above specified thresholds. KYC verification requires submission of:

• A valid government-issued photo identification document — MyKad (national identity card), Malaysian Passport, or Malaysian Driver's Licence;
• Proof of residential address — a utility bill (TNB, Syabas), official bank statement from Maybank/CIMB/Public Bank/Hong Leong Bank, or government correspondence dated within the previous three (3) months; and
• A clear selfie photograph of you holding your identity document next to your face.

4.3 Account Security

You are solely responsible for maintaining the confidentiality of your Account credentials, including your username and password. Surewin strongly recommends enabling two-factor authentication (2FA) on your Account. You must notify Surewin support immediately upon becoming aware of any unauthorised access to your Account.

Surewin will never request your password via email, live chat, or any other communication channel. Any communication purporting to request your password from Surewin should be treated as fraudulent and reported to our support team.

By using the Surewin Platform, you agree to abide by the following conduct standards. Violation of any of the following may result in Account suspension, permanent closure, and forfeiture of Account balances:

• Prohibited Activities: You must not engage in any form of cheating, collusion with other players, use of automated software or bots, exploitation of software errors or glitches, or any other activity that Surewin determines to be unfair, fraudulent, or harmful to the Platform or other users.
• No Chargebacks: Initiating a chargeback or payment reversal with your bank or payment provider (including Touch 'n Go eWallet, Boost, GrabPay, Maybank, CIMB, or any other provider) in respect of a successful deposit to your Surewin Account constitutes fraud and will result in immediate Account closure and pursuit of the amount through legal channels.
• No Money Laundering: The use of the Surewin Platform for any money laundering or terrorist financing activity is strictly prohibited. Surewin complies with all applicable AML obligations and will report suspicious activity to the appropriate authorities.
• Personal Use Only: Your Account and all gaming activity must be solely for your personal entertainment. Commercial use, syndicate betting operations, or use of the Platform on behalf of third parties is prohibited without the express written consent of Surewin.
• Technical Interference: You must not attempt to interfere with, disrupt, or gain unauthorised access to the Platform's systems, servers, databases, or game engines. This includes any attempt to reverse-engineer, decompile, or exploit the Platform's software.

6.1 Deposits

Surewin accepts deposits in Malaysian Ringgit (MYR / RM) via the following payment methods: Touch 'n Go eWallet, Boost, GrabPay, DuitNow, FPX (supporting Maybank, CIMB, Public Bank, Hong Leong Bank, and other FPX-connected banks), and USDT TRC20. Minimum deposit amounts and any method-specific limits are displayed on the deposit page at the time of transaction.

All deposits are processed in MYR. Cryptocurrency deposits (USDT TRC20) are converted to MYR at the prevailing exchange rate at the time of confirmed receipt on the blockchain, which is typically within 15–30 minutes of transaction broadcast.

6.2 Withdrawals

Withdrawals may only be made to a payment method registered in your name and previously verified through the KYC process. Surewin does not permit third-party withdrawals under any circumstances. The minimum withdrawal amount is RM100 unless otherwise stated. Withdrawal requests are subject to the following conditions:

• Your Account must have completed the full KYC verification process before any withdrawal can be processed;
• Any active bonus wagering requirements attached to your Account balance must be met before the relevant portion of your balance becomes eligible for withdrawal;
• Surewin reserves the right to request additional identity documentation prior to processing withdrawals above certain thresholds, in compliance with our AML obligations.

6.3 Processing Times

Surewin aims to process verified withdrawal requests within the following timeframes: e-wallet withdrawals (Touch 'n Go eWallet, Boost, GrabPay) are typically processed within minutes; bank transfer withdrawals via FPX are typically processed within 5–30 minutes. Processing times are indicative and may vary during periods of high volume or where additional verification is required. Surewin does not guarantee these timeframes.

Surewin offers various promotional offers to registered Players, including welcome bonuses, reload bonuses, cashback promotions, VIP tier rewards, and referral bonuses. All promotions are subject to specific terms published alongside each offer. The following general provisions apply to all bonuses and promotions offered by Surewin:

• Wagering Requirements: All Bonus Funds are subject to a wagering requirement, which is the number of times the bonus amount (or the bonus plus deposit, as specified) must be wagered before the associated winnings become eligible for withdrawal. Wagering requirements applicable to specific promotions are stated in the individual promotion's terms.
• Game Contributions: Not all games contribute equally toward fulfilling wagering requirements. Slot games typically contribute 100%, while live casino table games such as baccarat, roulette, and blackjack typically contribute a lower percentage. The specific contribution rates for each game type are set out in the applicable promotion's terms.
• Bonus Eligibility: Each promotion specifies eligibility criteria, including minimum deposit requirements, player status (new or existing), and any excluded payment methods. Players who use excluded payment methods for a qualifying deposit will not be eligible for the corresponding promotion.
• One Promotion at a Time: Unless explicitly stated otherwise, only one bonus promotion may be active on a Player's Account at any given time.
• Misuse of Promotions: Surewin reserves the right to void bonuses and any associated winnings and to close an Account where we have reasonable grounds to believe that a Player has engaged in systematic abuse of our promotional system, including through coordinated bonus-hunting strategies or the use of multiple Accounts.
• Amendment and Withdrawal of Promotions: Surewin reserves the right to modify or withdraw any promotion at any time without prior notice, subject to any obligations already incurred in respect of previously accepted bonuses.

8.1 General Gaming Rules

All games available on the Surewin Platform are provided by licensed game suppliers and operate using certified Random Number Generator (RNG) technology, ensuring fair and unpredictable outcomes. Published RTP values represent the theoretical long-term return and are not a guarantee of individual session outcomes.

8.2 Sports Betting Rules

Sports betting on Surewin covers a wide range of markets including Liga Super Malaysia, the English Premier League (EPL), La Liga, UEFA Champions League, and UFC events. The following rules apply to all sports wagers placed on the Platform:

• All bets are final once confirmed. Bets cannot be cancelled after placement except where an error on the part of Surewin is established;
• In the event of a match postponement, the default settlement rule is that bets on that match are void unless the match is played within 24 hours of its original scheduled start time;
• Mix Parlay bets require all selections to be correct for the bet to win. If one or more legs are voided, the Mix Parlay is recalculated with the remaining valid legs;
• Surewin reserves the right to suspend or remove any market at any time prior to event commencement where we believe there is evidence of unusual wagering activity or where a market has been offered in error.

8.3 Minimum and Maximum Wager Limits

Minimum and maximum wager amounts vary by game and market type and are displayed at the time of placing each wager. Surewin reserves the right to impose individual Account-level betting limits at its sole discretion, including as part of its responsible gambling measures.

8.4 Errors and Malfunctions

In the event of a technical error, system malfunction, or game software fault that results in an incorrect game outcome or settlement, Surewin reserves the right to void the affected bet and return the staked amount to the Player's Account balance. Winnings generated as a result of a technical error will not be paid and may be reversed from an Account where they have been provisionally credited.

Surewin is committed to promoting responsible gambling. We believe that gambling, when approached responsibly, is a legitimate form of entertainment for adults. However, we recognise that for a minority of players, gambling can become problematic. Surewin provides the following responsible gambling tools, accessible from your Account settings at any time:

• Deposit Limits: Players may set daily, weekly, or monthly deposit limits. Once set, a deposit limit cannot be increased for 24 hours after the request is submitted.
• Loss Limits: Players may set limits on the maximum amount they are permitted to lose within a defined period.
• Session Time Limits: Players may configure alerts and automatic session termination after a specified period of continuous play.
• Cool-Off Periods: Players may request a temporary suspension of their Account for a defined period (24 hours, 7 days, or 30 days).
• Self-Exclusion: Players who wish to permanently or indefinitely exclude themselves from the Surewin Platform may do so by contacting our support team. Self-exclusions take effect within 24 hours of the request being confirmed.

For the full details of our responsible gambling commitments and a list of support organisations, please visit our dedicated Responsible Gambling page.

All content on the Surewin Platform — including but not limited to text, graphics, logos, images, software, game content, interface designs, and data compilations — is the property of Surewin or its licensors and is protected by applicable intellectual property laws.

You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for your personal, non-commercial entertainment purposes. This licence does not include the right to reproduce, distribute, publicly display, create derivative works from, or otherwise exploit any Platform content without the express written consent of Surewin.

Any unauthorised use of Surewin's intellectual property — including scraping of odds data, reproduction of game content, or use of the Surewin brand, logo, or name without permission — is strictly prohibited and will be pursued through appropriate legal means.

To the fullest extent permitted by applicable law, Surewin and its directors, officers, employees, agents, licensors, and service providers shall not be liable for:

• Any indirect, incidental, consequential, special, exemplary, or punitive damages arising out of or in connection with your use of or inability to use the Platform;
• Any loss of profits, revenue, data, business opportunities, or goodwill, whether arising in contract, tort, or otherwise;
• Any losses arising from your reliance on information or content published on the Platform, including odds, game statistics, or promotional information;
• Any interruption, delay, or failure of the Platform due to circumstances beyond Surewin's reasonable control, including Internet service disruptions, DDoS attacks, acts of God, or regulatory interventions.

Surewin's total aggregate liability to you in respect of any claim arising out of or in connection with these Terms or your use of the Platform shall not exceed the total amount deposited by you into your Account in the thirty (30) days immediately preceding the event giving rise to the claim.

Surewin reserves the right to suspend or permanently close any Account and to withhold or void any Account balance in the following circumstances:

• Breach of any provision of these Terms;
• Discovery that false or misleading information was provided during registration or KYC;
• Confirmed use of the Platform by a person under 21 years of age;
• Evidence of fraud, collusion, use of automated software, or any form of cheating;
• Chargebacks or payment reversals initiated by the Player;
• Reasonable suspicion of money laundering, terrorist financing, or other criminal activity;
• Regulatory or legal obligations requiring Surewin to restrict or terminate access.

Where an Account is closed due to a violation of these Terms, any balance held in the Account may be forfeited at Surewin's discretion. Where an Account is closed for administrative reasons unrelated to a breach, all verified balances will be returned to the Player's verified payment method within a reasonable timeframe.

Players who wish to voluntarily close their Account should contact our support team. Voluntary Account closure requests will be processed within five (5) business days. Any outstanding wagering requirements or open bets must be settled prior to Account closure.

These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of the jurisdiction in which Surewin holds its gaming licence. Surewin operates under an internationally recognised gaming licence issued by a reputable regulatory authority.

In the event of a dispute between a Player and Surewin, the following resolution process applies:

1. First Contact: The Player must first submit a formal complaint to Surewin's customer support team, providing full details of the dispute. Surewin will acknowledge receipt within 48 hours and aim to provide a full resolution response within 7 business days.
2. Escalation: If the Player is not satisfied with Surewin's response, the dispute may be escalated to Surewin's Compliance Department for senior review. A final decision will be provided within 14 business days of escalation.
3. Third-Party Resolution: If the dispute remains unresolved following the above steps, the Player may refer the matter to the applicable licensing authority's dispute resolution process. Details of this process are available upon request from our support team.

Surewin reserves the right to amend, update, or replace these Terms at any time. Where we make material changes that affect your rights or obligations, we will provide reasonable notice by publishing a notice on the Platform and, where we hold a verified email address for your Account, by sending an email notification to that address.

The effective date of the current version of these Terms is displayed at the top of this page. Your continued use of the Platform following the effective date of any amended Terms constitutes your acceptance of those amended Terms. If you do not accept the amended Terms, you must cease using the Platform and may request Account closure.

We recommend that all Players review these Terms periodically to stay informed of any changes. The most current version of these Terms is always available on this page at https://surewin.casa/terms-conditions.

If you have any questions, concerns, or feedback regarding these Terms and Conditions, or if you wish to submit a formal complaint, please contact Surewin's support team through the following channels:

• Live Chat: Available 24/7 on the Surewin Platform. This is the fastest way to reach our support team, with an average response time of 3–5 minutes.
• Email Support: [email protected] — please allow up to 24 hours for a response to email enquiries. For urgent matters, Live Chat is recommended.

Surewin's support team serves players across Malaysia — including Kuala Lumpur, Penang, Johor Bahru, Petaling Jaya, and Shah Alam — and provides assistance in English, Bahasa Melayu, and Mandarin.

Please note that our support team email is for written correspondence only and cannot be used for telephone communications. Do not send sensitive documents (such as KYC documents) via email — all identity documents must be uploaded through the secure document portal within your Surewin Account.