Contact the Support Team

Before You Open a Chat

Have your username, the rough time of the transaction (within an hour either way), and the exact payment channel—like DuitNow or a bank transfer—already typed out. That cuts the back-and-forth to one round, because the agent can pull your record immediately. Without these, the first reply will be a request for them. That doubles the wait and doubles the time you spend staring at the chat window. A minute of prep saves five minutes of typing mid-conversation, and it gets you a real answer instead of a clarification.

Reply Times Per Channel

Live chat typically gets a first response within two to five minutes during peak hours, and the full fix usually lands in the same session if the issue is straightforward. For anything that needs a manual check, expect a pause while the agent investigates. The contact form is slower by design: a first acknowledgment is automated, but a human reply usually lands within 24 hours, often faster on weekdays. Complex cases involving multiple systems can stretch to two days, but you will get a final answer, not a dead end.

Live Chat vs. Contact Form

The quickest route is live chat, which suits anything tied to your logged-in session—an error at deposit, a bonus not landing, a bet not settling. It is immediate and lets the agent see what you see. The contact form takes a different path: once you hit send, it is queued and assigned a ticket, then routed to the right team. Use it when you want a paper trail—a dispute, a follow-up on a closed issue, or a record of what was promised.

What Not to Send Publicly

A legitimate support request never asks for your password, your full card number, or a one-time code—ever. If someone contacts you asking for those, it is not the platform; it is a scam impersonating us. In a public channel like live chat, share only what is needed to identify your account and transaction. If a message pressures you to hand over a code or a card's CVV, close it and reopen via the official site. Real support will wait while you verify.