Three channels are offered: chat (live, in account), email (a published address), and phone (a published number with a working hours schedule).
02 · What to include in a ticket
Include the following four pieces of information on every ticket: your registered phone or email, the date and time of the issue, the request ID or transaction ID if the issue is payment-related, and a one-line summary of the outcome you want.
A ticket with the four fields cuts the resolution time in half. Without the fields, support typically asks for them in the first reply. With the fields, support can act on the first contact.
A ticket with the four fields cuts the resolution time in half. Without the fields, support typically asks for them in the first reply. With the fields, support can act on the first contact.
Without these four, support typically asks for them in the first reply. Including them up front cuts the resolution time in half on average.
03 · Response windows we have measured
Chat typically responds in under five minutes during business hours and within 30 minutes outside hours. Email typically responds within 24 hours on weekdays.
Response windows are published on the platform’s legal page and on the help screen. A platform that does not publish a window is one to verify. The published window is the metric against which you escalate.
Response windows are published on the platform’s legal page and on the help screen. A platform that does not publish a window is one to verify. The published window is the metric against which you escalate.
Phone response during hours is typically immediate; outside hours, callbacks are typically returned within four hours of the queue window.
04 · A delayed withdrawal: worked example
You requested a UPI withdrawal 36 hours ago and have not received credit. The published window is 24 hours. Open chat, include your registered phone, the date/time of the request, the request ID, and the desired outcome (a status update or a credit confirmation).
A delayed withdrawal is the most common support issue. The flow is: chat with the four fields, status update or escalation, credit confirmation or escalation to the payment team. The flow is documented in this note so you do not have to learn it on the fly.
A delayed withdrawal is the most common support issue. The flow is: chat with the four fields, status update or escalation, credit confirmation or escalation to the payment team. The flow is documented in this note so you do not have to learn it on the fly.
Chat will look up the request, confirm the status, and either confirm the credit (if it is in transit) or escalate to the payment team. The escalation typically resolves within four business hours.
05 · A verification question
You submitted your ID 12 hours ago and have not heard back. The published window is 24 hours. Open chat, include your registered phone, the submission timestamp, the document type, and the desired outcome (a status update).
A verification question is the second most common support issue. The flow is: chat with the submission timestamp, status update or flag. The flag is usually a readability issue, fixable with a clearer photo.
A verification question is the second most common support issue. The flow is: chat with the submission timestamp, status update or flag. The flag is usually a readability issue, fixable with a clearer photo.
Chat will either confirm verification is in progress or flag a specific issue with the document. The flag is usually a readability issue, fixable with a clearer photo.
06 · A disputed hand
You believe a hand was declared invalidly against you. Email is the right channel for a paper trail. Include the hand ID, the timestamp, the table ID, and a one-paragraph description of what you saw.
A disputed hand is the third most common support issue. The flow is: email with the hand log details, internal review within 48 hours, refund or further escalation. The email channel is the right choice because it produces a paper trail.
A disputed hand is the third most common support issue. The flow is: email with the hand log details, internal review within 48 hours, refund or further escalation. The email channel is the right choice because it produces a paper trail.
The platform’s review team will pull the hand log and respond within 48 hours. If the hand log confirms the dispute, stakes are refunded and the offending account may be reviewed.
07 · When to escalate
If a channel does not respond within its published window, escalate. Email is the right channel for escalation; include the original ticket ID and the response window you are escalating against.
Escalation is the right tool when a channel does not respond within its published window. The escalation email cites the original ticket ID and the window; the response tells you whether the platform takes the issue seriously.
Escalation is the right tool when a channel does not respond within its published window. The escalation email cites the original ticket ID and the window; the response tells you whether the platform takes the issue seriously.
If escalation does not resolve the issue, the next step is the regulator named on the platform’s legal page. We do not run a counselling or dispute service; we link to the relevant bodies in Legal Notes.
08 · Preventing support tickets
The cheapest ticket is the one that does not need to be opened. Read the verification terms, the payment terms, the welcome offer terms, and the responsible-play workflow before you deposit. Most tickets arise from a missed clause.
The cheapest ticket is the one that does not need to be opened. Read the verification terms, the payment terms and the welcome offer terms before you deposit. The full small-print summaries are in Safety, Bonus Code and Wallet and Verification.
The cheapest ticket is the one that does not need to be opened. Read the verification terms, the payment terms and the welcome offer terms before you deposit. The full small-print summaries are in Safety, Bonus Code and Wallet and Verification.
When in doubt, read the relevant page on this site. We summarise the small print in plain language in Safety, Bonus Code, and Wallet and Verification.
Common questions
How long does email support take?
Typically within 24 hours on weekdays. Outside business hours, the response window can stretch to 48 hours.
Can I get a callback?
Yes, through the phone channel during business hours. Outside hours, the call rolls to a queue with a callback window of four hours.
What if my issue is not resolved?
Escalate by email, citing the original ticket ID. If escalation does not resolve the issue, contact the regulator named on the platform’s legal page.
Is there a chatbot before a human?
Yes, for routing. The chatbot reads your first line and routes you to the right team. You can ask for a human at any point.
This read is part of the brand-intent edition. Companion notes are Platform Reviews, Safety and Responsible Play.