Contact Support

What to Prepare Before Opening a Chat

To receive immediate help, have your account username ready. The agent will need it to pull up your profile and review recent activity. Without it, the first reply may only ask for identification, delaying your solution. Also note the approximate time and payment channel for any transaction you are querying. For example, 'around 2 pm, Touch ’n Go e-wallet' or 'yesterday evening, bank transfer'. This lets the agent check logs without further back-and-forth.

Typical Response Times by Channel

Live chat replies within one to two minutes during most hours. During peak periods, such as weekend evenings, wait times may extend to five minutes. The chat remains connected, so you do not lose your place in the queue. Contact form replies are sent to your registered email within four to six hours. For simpler requests, replies often arrive sooner. Complex cases that require investigation may take up to 24 hours.

Languages and Operating Hours

Support agents reply in English and Bahasa Malaysia. You may begin a conversation in either language, and the agent will continue in the same language. This applies to both live chat and the contact form. The support team is available 24 hours a day, seven days a week. There are no breaks or public holiday closures. You can expect a consistent response regardless of when you reach out.

What Not to Send Over Public Channels

Never share your account password in any chat or form. The platform will never ask for it. If anyone requests your password, stop the conversation and report it to support immediately. Do not send your full debit or credit card number, nor any one-time verification code. Legitimate agents only need the last four digits of a card for identification. One-time codes are for your eyes only.

Support Channels and Their Best Use

Live chat is the fastest way to resolve account-related matters such as login issues, balance discrepancies, or withdrawal delays. It connects you directly with a support agent who can view your account and act immediately. The contact form is ideal for requests that need a written record, such as bonus disputes, account closure notices, or formal complaints. Submissions are logged and tracked, so you can refer back to the case number in follow-ups.

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