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Support channels

We operate three main support channels to help members with account, payment, and game questions. Live chat is embedded in the web platform and mobile app, offering real-time responses during business hours. Email support handles detailed requests, documentation, and formal queries — typical response is 2–4 hours during weekdays. The in-app help centre provides self-service articles, FAQs, and guided troubleshooting. Choose live chat for urgent issues like login problems or payment delays; use email for account closures, data requests, or complex KYC disputes. All channels are staffed by English-speaking representatives trained on account rules, payment methods, game mechanics, and jurisdictional compliance.

Common request categories

Our support team regularly handles login and password resets, typically resolved in under subject to verification via live chat. KYC document resubmission is common when photos are unclear or proof of address is expired — we provide specific guidance on file format and content. Withdrawal-delay queries are investigated if funds have not arrived within the stated window; typical causes are payment-rail delays or account verification hold-ups. Technical issues — game crashes, slow loading, connection drops — are diagnosed by our tech team and escalated if needed. Account closure and data-deletion requests are processed formally: we verify identity, explain settlement procedures, and confirm deletion timelines. Bonus-term disputes are resolved by reviewing promotion terms and account activity logs. New-player guidance on deposit, game selection, and tournament rules accounts for roughly 15–non-specific info of daily queries.

Response window expectations

Live chat queries receive a first response within subject to verification during standard business hours (8 AM to 8 PM local time, seven days a week). Simple queries like payment-method confirmation or game rule clarification are resolved in one chat session. Complex requests — KYC resubmission, account recovery, or promotion disputes — may be escalated to a specialist team with a follow-up response within 2–6 hours. Email support targets a 2–4 hour response during business days; weekend and holiday responses may take 8–12 hours. Out-of-hours requests are queued and processed at the start of the next business day. Urgent account-security issues (suspected unauthorized access, fraud) are flagged for immediate escalation and priority handling within 1 hour if reported via live chat.

Escalation flow

If a live-chat agent cannot resolve your query, they flag it for escalation to a senior support specialist or the relevant department (payments, KYC, compliance, tech). Escalated requests receive a ticket number and dedicated follow-up via email or chat within 4–8 hours. During escalation, we may request additional information — clarified payment screenshots, resubmitted KYC photos, or account activity logs — to diagnose the issue. For formal complaints (policy disagreement, unfair bonus denial, service failure), we follow a three-step process: first-line response via support, supervisor review if unsatisfied, and final management review if escalated. Total resolution time for formal complaints is 5–10 business days. Provide clear, factual details (account username, transaction ID, screenshot, or date of issue) to speed up investigation. Most escalations result in a resolution or detailed explanation within the stated window.