Password Reset
Use the OTP flow on the login page — enter your registered number, receive the code, set a new password. No need to contact support unless the OTP does not arrive after two attempts. Faster than waiting for an agent.
Reference
Answers You Actually Need
We gathered the questions our support team hears most — about deposits through bKash, Nagad and Rocket, account verification steps, and how to keep your mobile session running across devices. Everything here is specific to how sunstar works for you.
bKash & Nagad DepositsAccount AccessWithdrawal StepsMobile ContinuitySupport Paths
WHY THESE ANSWERS HOLD
How We Keep This FAQ Accurate
Every answer here reflects current platform behaviour. When we update a process — say, a new verification step or a changed wallet flow — we revise this page the same week.
Written by Operations
Our support operations team drafts each answer based on the actual tickets they resolve daily. Nothing here is copied from a generic template — it reflects how sunstar specifically handles each scenario for Bangladesh users.
Updated With Platform Changes
When a deposit flow changes or we add a verification step, the FAQ is revised within the same update cycle. You will never follow outdated instructions here. Dates of last revision are tracked internally by our content team.
Tested on Mobile
Every process described — OTP login, bKash deposit, wallet check — is tested on mid-range Android devices using mobile data. We write for the connection speed and screen size most of our visitors actually have, not for a fibre connection.
No Invented Claims
We do not state processing times we cannot back up, invent licence numbers, or quote player counts. If a process varies, we say so. Where availability depends on local law and eligible regions, we note that clearly.
Plain Language
Our team writes the way we would explain something to a friend over a message — short sentences, no legal jargon unless necessary, and always the specific button or step you need rather than a vague pointer to settings.
Feedback Loop
If our live chat agents notice the same question appearing repeatedly after a platform update, that question gets added here within days. The FAQ grows from real conversations, not from guesswork about what you might ask.
FAQ VS OTHER CHANNELS
When to Use the FAQ Versus Live Support
Not every question needs a live agent. Here is a quick comparison so you know the fastest path depending on what you need.
Deposit Not Showing
Check your mobile wallet transaction history first. If it shows as sent but your sunstar wallet has not updated within a few minutes, contact live chat with the transaction ID from bKash, Nagad or Rocket so the agent can trace it immediately.
Withdrawal Status
Your account dashboard shows the current status of any pending withdrawal. If it still reads 'processing' beyond the stated window, live chat can escalate. The FAQ cannot check your specific transaction — only an agent can.
Game Rules
Each game in the lobby has an info panel accessible from its menu icon. For Crash ShockWave, the multiplier curve explanation is inside the game. For Blackjack Livebets, dealer rules show before the round starts. No FAQ needed.
Verification Documents
The FAQ below explains what documents we accept and why. But if your submission was rejected, live chat can tell you exactly which image was unclear or which field did not match — something a static page cannot do.
Session Timeout
If you are logged out unexpectedly, it is usually a session expiry for security. Re-enter your credentials and you are back. The FAQ covers this. If it keeps happening repeatedly, reach out to support — could be a browser cache issue.
Promo Eligibility
Active promotional terms are visible inside your account once you log in. If a specific promo does not appear on your dashboard, live chat can confirm eligibility based on your account status. The FAQ covers general promo structure only.
What This FAQ Covers and Why It Matters
This page exists because we know most questions come up at three moments: right after you open an account, during your first deposit, and when you request a withdrawal. We have structured every answer below around those real friction points. You will find step-by-step process details for bKash, Nagad and Rocket transactions, clear explanations of our verification requirements before a payout clears,
and guidance on keeping your session alive when you switch between your phone browser and a desktop. If your question is not listed, our live chat runs around the clock and our email support responds within the same business day. We also cover how to reset your password via OTP, what happens if a deposit does not reflect within a few minutes,
and how to check your wallet balance inside your account dashboard. Each answer is written the way our support agents would explain it to you directly — no jargon, no runaround. Availability of services depends on your local law and eligible regions.
- bKash
- Nagad
- Rocket
QUICK FACTS
Structural Details at a Glance
3
Local mobile wallets supported (bKash, Nagad, Rocket)
SSL
Encryption on every transaction and login
24/7
Live chat availability for account queries
2
Access paths — mobile browser and desktop browser
THREE KEY AREAS
Where Most Questions Come From
We grouped the recurring themes our support team handles daily into three areas so you can find your answer faster without waiting in a queue.
Login and Verification Questions
Most account queries relate to OTP delivery, password resets and the identity documents we ask for before your first withdrawal.
Deposit and Withdrawal Clarity
We accept bKash, Nagad and Rocket for deposits. Each uses the send-money flow inside your mobile wallet app — you confirm with your own PIN and…
Device and Session Continuity
You can move between your phone browser and a desktop without losing your place.
Frequently Asked Questions About Your Account
Below are the questions our support team fields most often. Each answer gives you the exact steps or explanation — no runaround.
Open your preferred wallet app, select send money, enter the account number displayed on your sunstar deposit page, confirm the amount and authorise with your PIN. The funds typically reflect in your account wallet within a few minutes. Keep the transaction ID for reference.
We ask for a government-issued photo ID — national ID card or passport — and a clear selfie holding that document. Both images must be legible with no glare. Verification is required before your first withdrawal. Upload directly from your phone camera for the clearest result.
First check your wallet app to confirm the money left your account. If it shows as sent, wait a few minutes — network congestion can cause brief delays. If it still does not appear, contact live chat with your transaction ID from bKash, Nagad or Rocket so the team can trace it.
On the login screen, tap the forgot-password link. Enter your registered phone number and we send an OTP. Key in that code, set your new password, and you are back in. If the OTP does not arrive, check that your number is correct and try once more before contacting support.
Yes. Your account works in any modern browser — Chrome, Firefox, Safari. Log in on your phone during a commute, then switch to desktop at home without losing progress. Your session token stays active for a set period, so you will not be forced to log in again immediately.
Once you submit a withdrawal request, our team verifies it against your account details. Processing time varies depending on volume and verification status. Funds are sent back to the same mobile wallet you deposited from. Your dashboard shows real-time status updates throughout.
All data transmitted between your device and our servers is encrypted with SSL. We do not store your wallet PIN or full card details. Account access requires your password plus OTP for sensitive actions. If you notice any suspicious activity, contact live chat immediately to lock your account.
Reconnect to the internet and reload the page. For live dealer tables like Blackjack Livebets, the system holds your position and any active wagers until you return. For slot or crash games like Crash ShockWave, the round result is recorded server-side regardless of your connection state.
From your account, tap the sportsbook tab. Cricket markets — IPL, BPL, internationals — are listed at the top when matches are live or upcoming. Football appears in its own section. Use the search bar for a specific fixture. Football BetMastery and Football StrikeZone are accessible from the same menu.
Our live chat is available around the clock — tap the chat icon on any page. For document-heavy queries, email support and attach screenshots or files directly. Include your registered phone number in any message so the agent can locate your account without extra back-and-forth steps.