❓ Questions & Answers
shan9 FAQ — Frequently Asked Questions
Here in one place, you can easily read through all the questions players ask about the shan9 platform — from how to deposit and account security, to how to use the mobile app and responsible gaming.
Whether you are a first-time shan9 user or an experienced player, this FAQ page is built so you can clearly read through questions about deposits, account security, how to contact customer support, and how to set limits on yourself. Over 20 questions are organised into 5 main categories, and if you still have a question that hasn't been answered, you can ask via live chat 24/7.
Responsible Gaming
Self-Limits
At shan9, you can request limits any time through our 24-hour Burmese-language live chat or by emailing [email protected]. Our customer support team is ready to handle deposit limits, temporary suspensions, and self-exclusion requests. If you ever feel your play is getting out of hand, please reach out right away.
Yes — contact shan9 via live chat or email [email protected] to set a daily, weekly, or monthly deposit limit. Limits take effect immediately, and if you want to increase a limit, a cooling-off period applies before the change goes through. Limits cannot be reduced instantly — this protection is there for your own benefit.
You must be 21 years of age or older to play at shan9. No one under 21 is allowed to open an account or place bets. This policy is in place to protect players' personal safety, and we strictly enforce the 21+ rule. If you have any questions, you can read more on our Responsible Gaming page.
To request a cooling-off period, contact shan9 live chat and choose a duration — from 24 hours up to 6 months. Your account cannot be used for play during that period. Early cancellation of the cooling-off period is only possible if there is a valid reason.
Self-exclusion means voluntarily requesting that your shan9 account be closed for an extended period. Unlike a temporary suspension, a self-exclusion cannot be cancelled early. You can enquire at [email protected], and you can also read our responsible gaming information on our website at Responsible Gaming.
TECHNICAL
Devices & Usage
Clear your browser cache — in Chrome, go to Settings › Privacy and Security › Clear browsing data. Then reload the page. If the problem continues, update your browser app and try again. If you are using a VPN, try turning it off. If it still does not work, contact us via live chat.
If your connection drops, your game state is saved on shan9's servers. When you reconnect, the game will either still be running or you can continue from where it stopped. If you think the credited amount is incorrect, contact live chat and we can check your account data.
Yes — you can open shan9.one directly in Chrome, Safari, or any modern mobile browser. There is no separate app to install — the website is built to fit your phone screen properly. You can also tap "Add to Home Screen" in your browser to save a shortcut.
You can open shan9 in a browser on Android phones and tablets (Android 8.0+), iPhones and iPads (iOS 13+), Windows computers, and Macs. If you are on an older browser version, we recommend updating to a newer version before playing. Samsung Internet browser works well too.
CUSTOMER SUPPORT
Support
shan9's live chat support is available 24 hours a day, 7 days a week without interruption. You can get in touch at any time under Myanmar Standard Time (MMT, UTC+6:30) and receive answers from a team experienced in Burmese. We are here for you every day, including holidays.
shan9's customer support is provided in Burmese. Players in Myanmar can ask questions in their own language and receive responses from a Burmese-speaking support team, so you will always be understood clearly when you get in touch.
Have your account username or registered email, the time the issue occurred (MMT), and — for payment matters — a transfer reference number or screenshot ready, along with the device and browser you are using. This helps us respond faster and resolve your issue on the spot.
There are 2 ways to contact shan9 — through the live chat on the website (24/7), or by emailing [email protected]. shan9 does not use Telegram, Viber, or Messenger as official contact channels — please be careful of channels created by others.
SECURITY & PRIVACY
Security & Personal Information
An OTP (One-Time Password) is a one-time secret code sent to your phone or email. shan9 staff will never ask for your OTP — if anyone asks for it, treat it as a scam, contact live chat immediately, and do not share the code.
shan9 has one official URL only — https://shan9.one. Check that the URL bar shows shan9.one and look for the HTTPS lock icon. Before logging in through any link sent via social media, SMS, or from a friend, check the URL carefully — domains that look slightly different (such as shan9.net or shan99.one) may be fake sites.
Two-step verification adds an extra check (such as an OTP) on top of your password to protect your account. For anything related to 2FA settings at shan9, ask via live chat and our security team will guide you through the best approach. We always encourage you to keep your account security as strong as possible.
shan9 uses SSL encryption to secure all financial transactions and personal data transfers. Our Privacy Policy clearly explains how data is stored and used, and sharing with third parties is strictly limited.
If you see any login activity or fund movements you did not make, change your password immediately and contact shan9 support via live chat. The support team will secure your account and carry out an investigation. Report any suspicious activity without delay — the sooner you report it, the easier it is to protect your account.
PAYMENTS
Deposit
At shan9, you can deposit using KBZPay, Wave Money, and AYA Pay. Deposits are processed in Myanmar Kyat (MMK), making it convenient for Myanmar players with their preferred payment platforms. Log in and go to the deposit section to see how each method works.
At shan9, the minimum deposit amount is 10,000 Ks for KBZPay, Wave Money, and AYA Pay. Deposits below that amount cannot be processed. The minimum withdrawal amount is also 10,000 Ks.
Open the Wave Money app and transfer funds to shan9's Wave Money account number — you can find the account number in the deposit section after logging in to shan9. After transferring, note the transaction reference and enter it in the shan9 deposit form — funds should arrive within 5 to 30 minutes.
shan9 does not charge any separate fees for deposits. However, KBZPay, Wave Money, or AYA Pay may have their own transfer fees and limits, so check your payment app's terms as well. No additional deductions are made on shan9's end.
shan9 deposits normally arrive within 5 to 30 minutes. If yours hasn't shown up after that time, take a screenshot of the transaction receipt from your KBZPay, Wave Money, or AYA Pay app and contact shan9 live chat — the support team will check and resolve it for you right away.
Get in touch for help
Still have a question not covered in this FAQ? shan9's Myanmar-language live chat team is available 24/7, and you can also reach us by email at [email protected]. Whatever the issue, we're ready to help.
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