Contact Our Support Team

Languages and Hours on Each Channel

The live chat team answers in English and Bahasa Malaysia, but the hours for chat are not the same as the form. Chat is staffed from early morning until midnight, so if you message at 3am, you will get a reply when the team is back. The contact form is checked around the clock, but replies during the overnight hours may take longer because only one person handles those. Expect a response in English or Bahasa, depending on what you wrote.

Typical Reply Times per Channel

Live chat connects you to a person in under two minutes during staffed hours. If the queue is long, you might wait five minutes, but you stay in line and do not lose your place. Most account questions are resolved in the same chat. The contact form usually gets a first reply within four hours on weekdays and up to twelve hours on weekends. If your issue is complex, the agent may ask for more details and then take another day to investigate.

What to Have Ready Before Chat

The single most useful thing you can bring to a live chat is the transaction reference number. That 12-digit code from your e-wallet or bank transfer lets the agent see exactly which deposit or withdrawal you mean without asking you to repeat yourself. Also note the time you made the transaction and which payment channel you used, such as Touch 'n Go or DuitNow. If you have those three details, the first reply will often solve the issue.

Which Channel for Which Problem

If your balance looks wrong or a withdrawal is stuck, the live chat button in the lobby gets you a real person in seconds. That channel is built for urgent account questions where you need an answer before the next spin. For a formal complaint or a dispute you want a paper trail of, use the contact form on this page. The form sends a copy to your email, so you have a record of what was said and when.

What Never to Send Publicly

Support never needs your password to check your account. If you type it in a chat, you are giving away the key to your whole balance. The same goes for a one-time code from your phone – that code is for login only, not for a helper. A full card number is also something the site will never ask for. If you send it, anyone reading the chat history could misuse it. Stick to your username and transaction reference, and keep the rest private.

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