Sona Game Help Center — Find answers to all your questions, right here

Running into questions or issues while using an online gaming platform is completely normal. For new users especially, things like deposits, withdrawals, or bonuses can feel unclear at first. Sona Game understands this, which is why our Help Center is designed to be a simple, easy-to-understand resource for quick solutions.

Most questions we receive fall into three areas: deposits and withdrawals, account issues, and game or bet queries. We've put this page together so you can find answers on your own before reaching out to support — saving you time.

Account Registration & Verification

Opening an account on Sona Game takes just a few minutes. Register with your mobile number, complete OTP verification, and set a strong password. KYC is not mandatory right after registration, but it must be completed before you can make a withdrawal. The KYC process requires you to upload photos of both the front and back of your National ID card or passport. Verification is typically completed within 24 hours.

A common question is whether one person can have multiple accounts. The answer is no — Sona Game's policy allows only one account per person. Having multiple accounts puts all of them at risk of being closed. It's best to keep everything under one account with accurate details.

How to deposit correctly

The most common mistake when depositing via bKash is sending money to the wrong merchant number. Always get Sona Game's official payment number from the deposit page on the app or site — never from any other source. After sending, take a screenshot of the transaction ID. If your balance hasn't updated within 15 minutes, contact support with that ID for a quick resolution.

The same rules apply for Nagad and Rocket. Bank transfers generally take longer but are more suitable for large amounts. Keep in mind there is a daily deposit limit — if you reach it, you'll need to try again the next day.

What you need to know about withdrawals

There are a few conditions to meet before withdrawing your winnings. First, KYC must be completed. Second, if your winnings came from a bonus, the wagering requirement must be fulfilled. Third, withdrawals are generally processed through the same payment method used for the deposit. Once all three conditions are in order, the withdrawal process is usually smooth and straightforward.

After submitting a withdrawal request, it will show as "processing." Please be patient during this time. Funds typically arrive via bKash and Nagad within 6 hours. If 24 hours have passed with no update, contact support and provide your request ID.

Bonus & Voucher queries

Many users find Sona Game's bonus system confusing, especially when it comes to wagering requirements. Simply put, if you receive a ৳1,000 bonus with a x15 wagering requirement, you'll need to place a total of ৳15,000 in bets before the bonus can be converted to cash. That may sound like a lot, but placing small bets consistently will get you there gradually.

You also have the option to cancel a bonus — if you feel you won't be able to meet the wagering requirement, you can cancel the bonus and withdraw your original deposit. Keep in mind that any winnings earned from that bonus will also be forfeited. Think it through carefully before making a decision.

Game & Bet Disputes

If you have a dispute over a game result, you must raise it within the specified timeframe — generally within 48 hours of the result being published. Sona Game's technical team will then review the game logs and make a decision. This process may take 3–5 business days.

If a bet is cancelled during live betting, the amount is automatically returned to your balance. If it isn't, contact support with the bet ID. Sona Game is committed to fair and transparent outcomes, and every complaint is taken seriously.