Contact Support

Before You Chat

The single most useful thing to have is your account username. It lets the agent pull up your profile instantly and see your transaction history without asking you to repeat details. Without it, the first reply might be a request for that username, costing you time. Having the username at hand also speeds up verification for balance queries or bonus issues. If you can, note the approximate time and payment method used for a recent transaction—like 'e-wallet deposit around 2pm'—but the username is the key that unlocks everything.

Languages and Hours

Live chat is staffed around the clock, seven days a week. Agents reply in English or Bahasa Malaysia, depending on your preference. You can switch languages mid-conversation if needed, though response time may stretch slightly. The contact form is checked during daytime hours, roughly from 9am to 6pm Malaysian time, Monday to Friday. Submissions outside these hours are picked up the next working day. Expect replies in English or Bahasa Malaysia, matching your message's language.

Response Times

Live chat aims to connect you with an agent within a couple of minutes during peak hours, though quiet periods can be faster. Complex issues, like a failed bank transfer, may require the agent to investigate, so a full resolution can take longer than the first reply. The contact form typically gets an acknowledgement within a few hours on a working day, and a full reply within 24 to 48 hours. Urgent matters submitted via the form may be bumped up, but for immediate help, live chat is always the better bet.

Choosing the Right Channel

If your balance looks wrong or a deposit hasn't landed, jump into live chat for an immediate check. It's the quickest way to resolve anything time-sensitive, like a pending withdrawal or a bonus that didn't trigger. For a formal complaint or a request that needs a paper trail, use the contact form. This is better when you need a written record of the issue, such as disputed charges or an account closure request. The form routes to the same team but with a slower turnaround.