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Frequently asked questions
Quick answers about payments, account, bonuses, and play. For anything else, our team is one message away.
Last updated · April 2026
Can't find what you need? Contact support or use live chat when available.
How long does a withdrawal take?
Processing times depend on the cryptocurrency network and internal security reviews. Most approved requests are completed within 24 business hours once KYC checks are satisfied.
How do I verify my account?
Open Profile and Security to enable two-factor authentication (2FA) and complete any requested identity steps. Questions? Contact support.
I forgot my password — what should I do?
Use Forgot password on the login page. Check spam folders if no email arrives, then contact support with the email registered on your account.
How do I set deposit limits or self-exclusion?
Responsible gaming tools are in your account settings: deposit caps, cooling-off, and self-exclusion. Read more on Responsible gaming.
Why is my bonus not showing?
Confirm eligibility: first deposit, promo code, and allowed region. Bonuses often credit after the qualifying deposit clears. Include the promotion name in a support ticket.
The site is slow or a game will not load.
Clear cache, disable ad blockers for our domain, and try an updated browser. If issues persist, contact support with device, OS, and browser details.
How do I place a sports or racing bet?
Add picks from Sports or Horses, open your bet slip, enter stake, and confirm while logged in. Step-by-step guide.
Which cryptocurrencies are supported?
Citadel supports major assets including BTC, ETH, LTC, USDT, USDC, and BNB. Availability may vary by region and wallet provider.