Contact the Support Team

How Long a Reply Typically Takes

Live chat replies are usually instant during operating hours. If all agents are busy, the wait is rarely longer than two minutes. The chat window shows when an agent is typing. The contact form receives an initial acknowledgment within one hour during operating hours. A full written reply to the enquiry often arrives within four to six hours, depending on the complexity of the issue.

Which Channels Reach Support

Live chat is the quickest way to speak to a support agent. It is best for anything account-related, such as login issues, deposit delays, or balance discrepancies. The chat button sits at the bottom of every lobby page. The contact form is ideal when you need a written record of your enquiry. Use it for formal requests like account closure, data updates, or disputes that may require follow-up. A confirmation email is sent once the form is submitted.

What Not to Send Over a Public Channel

Never send your full password or a one-time verification code through live chat or any public channel. The platform will never ask for these. Sharing them puts your account at immediate risk. Also avoid sharing the full 16-digit card number. If a payment detail is needed, the agent will ask only for the last four digits or the payment reference number. Keep sensitive numbers private.

What to Have Ready Before Opening a Chat

To get a useful first reply, have your account username handy. The agent will need it to pull up your profile and see recent activity. Without it, the first response will be a request for this detail. If the issue involves a transaction, note the approximate time and the payment channel used—for example, a Touch 'n Go e-wallet transfer or a bank transfer. This lets the agent check the status immediately.