Whether you're stuck at account registration or trying to withdraw your winnings, you'll find the answers here — in Bengali, simply explained, available anytime.
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The Sone101 Support Team Is Always Here for You
Our fastest channel — agents connect in an average of 90 seconds. Chat directly in Bengali.
Active 24/7WhatsApp is the easiest way to send screenshots or explain a detailed issue. Most queries receive a reply within 15 minutes.
8:00 AM – 2:00 AMFor complex issues, document submissions, or formal complaints, use email. Responses typically arrive within 4–6 hours.
support@sone101.netLeave your number and a Sone101 agent will call you back at your scheduled time. No waiting on hold.
Fri–Wed, daytime
Select the category that best matches your issue
Registration, login issues, profile updates, and KYC verification.
BKash, Nagad, Rocket, bank transfer — all your payment-related questions answered here.
Sports Betting rules, Live Casino guides, slots explained.
Welcome bonus, cashback, free spins — terms and how to use them.
Password changes, two-step verification, reporting suspicious transactions.
App installation, updates, performance issues, and connection errors.
Leaderboard rules, points system, VIP perks and terms.
Self-limits, cool-off periods, and temporary account suspension options.
First, make sure your bKash account has sufficient balance. Then log in to Sone101, go to "Deposit" → "bKash", and complete the payment to the correct merchant number. Save your reference number — if anything goes wrong, share it with support.
Most withdrawals are processed within 30 minutes. However, if your KYC verification hasn't been completed yet, there may be a delay. Go to "Account Settings" → "Identity Verification" and upload a photo of your NID. Once verified, all future withdrawals will be processed much faster.
Start by checking your internet connection — a minimum of 5 Mbps is required. Clear your browser cache or try a different browser. If the problem persists, enable "SD mode" to reduce video load.
Bonuses are usually credited within 5–10 minutes of your deposit. If there's a delay, go to the "Promotions" page and check whether the relevant offer has been activated on your account. If not, contact live chat and provide your deposit reference number.
If a match is cancelled or postponed, all bets are refunded. In some cases, specific markets may be suspended due to odds changes. To find out more, go to "Betting History" and click on the relevant bet — the reason will be shown there.
First, update the app to the latest version. If the problem persists, check that your phone's date and time are set correctly — incorrect settings can cause OTP verification to fail. If everything looks right, try uninstalling and reinstalling the app.
Every day, thousands of people come to Sone101 with different questions. Some are opening an account for the first time and are unsure about the deposit process; others are existing members who suddenly can't log in; and some are trying to understand bonus terms. The Help Center is built for all of these situations — one place, in Bengali, available anytime.
Our support team operates across three shifts so you can reach us from anywhere in Bangladesh at any time. Live Chat agents respond in an average of 90 seconds. During high-demand periods — such as major cricket tournaments — we bring in additional agents to keep wait times short even at peak hours.
Opening an account on Sone101 is straightforward, but KYC verification is required to receive payouts. Upload clear photos of both sides of your National ID or passport. Blurry or cropped images will cause verification to fail. In most cases KYC is completed within 6 hours, though during peak times it may take up to 24 hours. Once verified, you won't need to go through the process again.
💡 Tip: When submitting your KYC, make sure your name and date of birth match your ID exactly. Even a minor discrepancy can delay the verification process.
The most common issue when depositing via bKash or Nagad is sending payment to the wrong merchant number. Sone101's payment numbers rotate periodically — so always get the number directly from the "Deposit" page each time, and never save an old number for future use. After making a deposit, keep your reference number and a screenshot handy — if anything goes wrong, they'll help resolve the issue much faster.
Keep in mind for withdrawals: the wagering requirements tied to a specific bonus must be met before you can withdraw those funds. Sone101 clearly lists the wagering requirements for all bonuses on the "Promotions" page — reading through it beforehand will save you any confusion later.
If you experience a connection issue in a Live Casino game, refresh your browser first. If the game still won't load, switch to a different browser — Chrome or Firefox usually work best. On mobile, try switching between Wi-Fi and mobile data. If your connection drops mid-session and the outcome of your bet is unclear, contact support immediately — the game log will be used to verify what happened.
In Sports Betting, live odds change rapidly, so you may occasionally see an "Odds have changed" message. This is not a technical error — the market has genuinely updated. If you're happy with the new odds, confirm your bet; otherwise, cancel it.
A quick guide to which channel works best for each situation
| Channel | Average response time | Best for | Availability |
|---|---|---|---|
| Live Chat | 90 seconds | Urgent issues, quick questions | 24/7 |
| 15 minutes | Sending screenshots, detailed issue reports | 8:00 AM – 2:00 AM | |
| 4–6 hours | Formal complaints, document submission | Always | |
| Callback | Scheduled time | Complex account issues, detailed discussions in Bengali | Fri–Wed |
| Help Articles | Instant | General questions, step-by-step guides | 24/7 |
A few simple habits that will help you get your issues resolved much faster
Take screenshots of any issue you encounter — error messages, transaction confirmation pages, game screens. This helps agents resolve your case much faster.
Keep the reference number for every deposit and withdrawal. With that number, support can locate your transaction in seconds.
Letting us know the exact time an issue occurred makes it much easier to check the logs. Saying "3:25 PM" instead of "sometime this afternoon" helps us resolve your issue faster.
Before starting a chat, have your username or registered phone number ready. It speeds up the verification process.
Most common questions are already answered in our Help Center articles. Instead of waiting for an agent, try searching first — you'll often find an instant solution.
Sone101 support is fully fluent in Bengali. If you find it hard to explain your issue in English, just write in Bengali.
Direct Answers to the Most Frequently Asked Questions
If you can't reach us via Live Chat, leave a detailed message here — we'll get back to you promptly