gana | Help Center — Answers, Support and Guides in One Place

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What Do You Need Help With?

Select the category that matches your issue below and you'll be taken straight to the relevant guide.

Registration & Login

Account creation, password reset & login issues.

12 Guides

Deposits & Payments

All your questions about Mobile Pay, Nagad, Rocket & card payments.

15 Guides

Withdrawal

Withdrawal rules, timelines, and the verification process.

8 Guides

Betting Guide

Placing bets, understanding odds, canceling bets, and cashout.

20 Guides

Bonuses & Offers

Welcome bonus, reload offers, and wagering terms.

10 Guides

App & Technology

Mobile app downloads, updates & technical issues.

9 Guides

Security & Verification

KYC verification, two-factor authentication & account security.

7 Guides

Responsible Gambling

Deposit limits, self-exclusion & support resources.

6 Guides

Account Help

From Registration to Login — A Step-by-Step Guide

Opening an account on Gana takes just a few minutes. You can register easily with a mobile number or email address. That said, new users sometimes run into a few common issues — the solutions are listed below.

1

Go to the Registration Page

Click the "Register" button on the gana.wine homepage. You can sign up using either a mobile number or an email address.

2

Verify OTP

A one-time OTP code will be sent to your mobile number. Enter it within 5 minutes. If you don't receive it, click the "Resend" button.

3

Use a strong password

Use a password of at least 8 characters, combining uppercase letters, lowercase letters, and numbers. A weak password puts your account at risk.

4

Complete Your Profile

Enter your full name, date of birth, and address. This information will be used for KYC verification when you make a withdrawal.

Forgot your password?

Click the "Forgot Password?" link on the login page. A reset link will be sent to your registered mobile number or email. The link remains active for 15 minutes.

Deposit not showing up?

Your balance is usually updated within 5–15 minutes after a payment. If it hasn't appeared, contact us via live chat with your transaction ID — it will be resolved within 24 hours.

Payment Support

Everything You Need to Know About Deposits & Withdrawals

Depositing and withdrawing on Gana is straightforward. All of Bangladesh's most popular mobile banking methods are supported. That said, there are a few things worth knowing to avoid any issues.

Methods	Minimum	Processing Time	Status
Mobile Pay	BDT 200	Instant	Active
Nagad	BDT 200	Instant	Active
Rocket	৳500	5–10 minutes	Active
Credit Card	৳1,000	1–24 Hours	Limited
Bank Transfer	৳2,000	1–3 business days	Active

Everything You Need to Know About Withdrawals

KYC before your first withdrawal

Identity verification is required before your first withdrawal. Upload a photo of your National ID or passport. Verification is typically completed within 24–48 hours.

Withdrawal processing time

Withdrawals to Mobile Pay and Nagad typically arrive within 1–4 hours. Bank transfers may take 1–3 business days. Requests made after midnight will be processed the following day.

Bonus wagering requirements

To withdraw bonus funds, you must first meet a specified wagering requirement. For example, a ৳1,000 bonus with a 5x wager means you need to place ৳5,000 in bets. Learn more Terms & Conditions View.

Betting Help

Having trouble placing a bet? Check out this guide

Placing a bet on Gana is straightforward, but a few things can take some getting used to the first time around — especially reading odds, using the betslip, and understanding cashout.

How to use the betslip

Click on the odds for any match to add it to your betslip. Enter your stake and hit "Place Bet". You can also add multiple bets to place an accumulator.

What is cashout?

Cash out your bet before the match ends to lock in a partial return. If you're winning, secure your profit; if things aren't going your way, cut your losses early.

Reasons a Bet May Be Voided

If a match is cancelled, a technical error occurs, or odds are found to be incorrect, Gana will automatically void the bet and issue a full refund.

Live betting tips

Odds change fast in live betting. Double-check before submitting. Enabling "Accept Any Odds" allows automatic acceptance of updated odds.

Accumulator bets — your route to bigger wins

In an accumulator bet, all odds are multiplied together. For example, three selections at 1.80 × 2.10 × 1.95 gives combined odds of 7.37 — meaning a ৳100 stake could return ৳737. Keep in mind that if any single selection loses, the entire bet is lost.

All Systems Normal

All Gana services are running normally. Average support response times: 4 minutes।

Contact Us

Contact the Gana support team

If you can't find the answer in the Help Center, reach out directly to Gana's support team. There are three ways to get in touch — pick whichever works best for you.

Live Chat

The fastest way to get help. Average response time is 4 minutes. Support is available in both Bangla and English.

Active 24/7

Email Support

Email us for more complex issues. You'll typically get a response within 2–6 hours.

support@gana.wine

Phone Support

For urgent issues, call us directly. Available from 9 AM to 11 PM.

9 AM–11 PM

Security Help

Keeping your account secure — important information

Gana takes the security of your account seriously. A few simple steps are all it takes to keep your account fully protected.

Enable Two-Factor Authentication

An OTP will be sent to your mobile each time you log in. With this enabled, no one else can access your account even if they know your password.

Never Share Your Password

No Gana staff member will ever ask for your password. If anyone does, it's a scam — report it immediately.

Stay cautious on public WiFi

If you're betting over public WiFi, use a VPN. Logging in with your own mobile data is the safest option.

Keep Notifications On

You'll receive a notification whenever your account is accessed from an unrecognized device. Keeping this enabled means you'll be alerted to any suspicious activity right away.

General Questions

Most frequently asked questions in the Help Center

All you need to create a Gana account is an active mobile number or email address. During registration, you'll need to provide your name, date of birth, and a strong password. KYC verification with your National ID or passport is required before your first withdrawal. Users under 18 are not eligible to register.

Go to Gana's cashier page and select "Deposit", then choose Mobile Pay. You'll be given a payment number. Send money to that number from your Mobile Pay account and enter your Gana user ID as the reference. Once the transaction is complete, your balance will update within 5–15 minutes.

Only one Gana account can be registered per mobile number. Any attempt to create multiple accounts under the same number will be automatically blocked by the system. Having multiple accounts violates Gana's terms and may result in all associated accounts being permanently closed.

If too many incorrect password attempts are detected or suspicious activity is flagged, Gana will temporarily lock the account. In that case, reach out via live chat or email support@gana.wine. Once your identity is verified, the account is typically reactivated within 30 minutes to 2 hours.

With KYC verification completed, withdrawals to Mobile Pay and Nagad typically arrive within 1–4 hours. Bank transfers take 1–3 business days. If KYC hasn't been verified for your first withdrawal, allow an additional 24–48 hours. Larger amounts may require extra verification.

A welcome bonus is available on your first deposit after creating a new account. Make sure the bonus option is active when you deposit. Bonus amounts and terms may change from time to time — check the promos page for the latest offers. Wagering requirements must be met before any bonus can be withdrawn.

The Gana Android app can be installed by downloading the APK directly from the Gana website. iOS users can access the full experience through their mobile browser — it works just like a native app. Before installing, make sure "Unknown Sources" is enabled in your phone's settings.

Gana offers several responsible betting tools. You can set daily, weekly, or monthly deposit limits, temporarily suspend your account for a set period, or permanently self-exclude if needed. All of these options can be activated directly from your account settings.

Play Responsibly

Betting is a form of entertainment, not a source of income. Gana is committed to responsible betting. If you feel your betting is getting out of control, let us know right away.

Learn About Responsible Gaming View FAQs

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Gana Help Center — answers to all your questions, right here