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Support channels

We provide multiple support channels to ensure you can reach us by your preferred method. Live chat is available directly in your account dashboard and on our website—English agents respond typically within subject to verification during business hours. Email support is available at [email protected], and our team reviews all messages and responds within 24–48 hours. For account security concerns such as suspected unauthorised access or failed two-factor authentication, email support prioritises these tickets for 2–4 hour review windows. In-app help is accessible via the Settings menu, allowing you to open a ticket with screenshots and attachments. All support channels maintain documented response-window expectations so you know what to anticipate when you reach out. Choose live chat for urgent issues, email for detailed documentation, and in-app help for follow-up on ongoing tickets.

Common request categories

Our support team regularly handles login issues, account verification delays, withdrawal review questions, and technical problems. Login issues often stem from forgotten passwords or two-factor authentication setup—reset options are self-serve in the login menu, and support can assist if you lose access to your authenticator app or SMS. KYC (Know Your Customer) verification requests may ask for additional documents such as a utility bill or bank statement if your initial submission is incomplete—our team emails specific guidance when additional materials are needed. Withdrawal review questions arise when a withdrawal is flagged for additional checks; we explain the reason and typical review window via email. Technical problems like slow app load times or payment-gateway errors are diagnosed by our tech team, who may ask for your device model, browser version, and steps to reproduce the issue. Account preference questions—such as setting account preferences or closing your account temporarily—are handled via email or live chat with clear step-by-step guidance. Budget and responsible-play guidance is available on request, though we do not recommend specific betting strategies.

Response window expectations

Standard support requests—such as game rules, payment method clarification, or account setting changes—typically receive responses within 24–48 hours via email, or subject to verification via live chat during business hours. Account security concerns, including suspected fraud or unauthorised access, are escalated for 2–4 hour review windows and may require additional verification steps. KYC verification reviews complete within subject to verification in most cases; if additional documents are needed, we notify you by email and provide a 48-hour window to resubmit. Withdrawal review requests depend on transaction complexity and verification status—routine withdrawals process within subject to verification via DANA, OVO, GoPay, QRIS, or bank transfer, but flagged withdrawals may require additional compliance checks that extend the window to 24–48 hours. Technical issues are diagnosed during your initial contact, and fixes or workarounds are provided immediately if available, or escalated if engineering review is needed. All response windows are estimates; peak-demand periods may extend wait times by 1–2 hours, and we notify you if we anticipate delays.

Escalation flow

If your initial support contact does not resolve your issue, escalation is automatic when you reply with additional information or request a supervisor review. For email tickets, reply to the ticket thread with "Request escalation" and a brief explanation—your ticket moves to a senior agent within 24 hours. For live chat, ask the agent to escalate to a specialist; they will either transfer you immediately or create a follow-up ticket for the next business day. Account security escalations are handled by our compliance team and typically resolve within 4–8 business hours. Withdrawal disputes—where a withdrawal was not received—are escalated to our payment partner after 48 hours without bank confirmation; our team tracks the status and updates you every 24 hours. Provide your account email, transaction ID, and a clear description of the issue for each escalation to speed up investigation. Escalated tickets receive a priority label and are reviewed by senior staff; response times typically improve to 12–24 hours for escalated requests. If you remain unsatisfied after escalation, you may request a final review from our compliance officer via formal complaint—this process takes 7–14 business days and includes written documentation of the investigation outcome.