Contact Our Support Team

Which Channel Gets You Help Fastest

For the quickest first reply, open the live chat window in the lobby. That channel is routed ahead of everything else, so you will normally hear back within a minute or two during peak hours. Use it when you are waiting on something time-sensitive, like a withdrawal status or a bonus query. The contact form is the better choice when you do not mind waiting a little and want a written trail of the conversation. Replies there land in your inbox, and you can refer back to them later. Pick the form for non-urgent matters like checking your deposit history or updating your profile details.

Default Language and When We're Around

If you write in English, expect an English reply by default. The same goes for Bahasa Malaysia – we respond in the language you use, so there is no need to switch. Our support team is comfortable in both, and we will match your tone without you having to ask. Support runs around the clock, seven days a week. That includes public holidays, so you are never left hanging after a late session. If you message at 3am, a real person picks it up – not a bot. You can rely on that around the year, no matter the date.

Have Your Transaction Reference Handy

Before you start a chat, dig out the transaction reference number. It is the long string of digits that appears in your payment history next to each deposit or withdrawal. Without it, the first reply you get will be a request for that number, which slows everything down. The reference helps support locate your funds in seconds. If you cannot find it, note the approximate time of the transaction and the payment channel you used – for example, 'around 10pm via Touch 'n Go'. That combination usually gets you straight to a resolution.

Response Times on Each Channel

Live chat typically gets a first reply in under two minutes. For the contact form, allow up to 24 hours for a response, although most queries come back within six. These are rough guides – weekends can be slightly slower, but we do not have a queue that stretches beyond that. If you message outside peak hours, live chat might still connect you instantly, but the agent might take a few extra minutes to look into your history. For the form, you always get a confirmation email right away, so you know it is received. We clear the queue daily, so nothing sits.

What Support Will Never Ask You For

A legitimate support agent will ask for your username and the reference number – that is it. They will never ask for your password, your full card number, or a one-time code sent to your phone. If anyone contacts you asking for those, stop and report it immediately – it is not us. We also never request your banking app login or your e-wallet PIN. Our team has secure systems to verify you without those details. If you see a request for them, do not comply. Genuine support only needs the basics to identify you and your activity.

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