Contact the Support Team

The One Thing to Have Ready Before You Chat

Your account username is the single most useful piece of information to have ready. Without it the agent has to ask for it first, which slows down the reply. Type your username into the chat window as soon as you connect. If your question is about a payment, also have the approximate time of the transaction and the payment channel you used, for example Touch 'n Go or bank transfer. The agent can then look up the transaction straight away instead of asking you for details.

What a Legitimate Support Request Looks Like

A genuine agent will never ask for your password, your full card number, or a one-time code. If someone asks for these, they are not from support. End the conversation and report it to the platform immediately. A real request from support will ask only for information you can see in your account, such as your username or the last four digits of a card. The agent will already have your registered details on screen. Keep your password and codes to yourself at all times.

Default Language and When to Expect a Reply

English is the default language for all replies. If you start a chat in Bahasa Malaysia, the agent will answer in the same language. The platform supports both English and Bahasa Malaysia across every channel. Live chat is available around the clock, every day of the year. The contact form is answered during the same hours, though replies may take longer at night. You can send a message at any time and an agent will pick it up when they are next on shift.

How Long Each Channel Typically Takes

Live chat replies usually arrive within two minutes. If the team is busy it can take up to five minutes. You can stay on the page and keep the chat window open while you wait. The contact form takes longer because it goes through email. Most messages get a first reply within two to four hours during the day. Overnight replies may take up to twelve hours. You will receive the answer at the email address you registered with.

Which Channel Gets You a Faster Reply

Live chat is the channel that gets the fastest first reply. A support agent typically answers within a minute or two. Use it when you need an answer right away, for example if a deposit did not show up or a game will not load. The contact form on the site is slower but gives you a written record of the conversation. It works best for requests that do not need an immediate answer, such as changing your registered details or asking about a bonus term. Expect a reply by email within a few hours.

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