Get in Touch with Support

How Long a Reply Takes on Each Channel

Live chat typically connects you to an agent within a minute or two during staffed hours. If the queue is long, the system shows your position. Complex issues may require the agent to check with another team, but the chat stays open. The contact form is reviewed within a few hours on a working day. If you submit it late in the evening, the reply arrives early the next day. The platform does not publish a guarantee, but most tickets are answered by the following shift.

What a Legitimate Support Request Looks Like

A real agent will never ask for your password, your full card number, or a one-time code. If you receive a message that requests any of these, do not respond. The platform already has the information it needs to verify you. Instead, a legitimate request will ask for your registered username or the last four digits of a card to confirm identity. Anything beyond that is a red flag. When in doubt, close the chat and start a new one from the lobby.

What to Have Ready Before You Open a Chat

The single most useful piece of information is the transaction reference. This is the ID that the payment provider returns after a deposit or withdrawal. Without it, an agent has to search by amount and date, which slows everything down. If you have the reference, paste it as your first message. The agent can then look up the exact transfer, check its status, and tell you what happened without asking for your username or the time you sent it. It cuts the back-and-forth in half.

Languages and What Happens Outside Hours

Support answers in English or Bahasa Malaysia, depending on your preference. If you message outside the hours when a human is on duty, the chat or form still reaches the queue, and you will receive the first reply once the next shift begins. There is no automated bot that closes the conversation overnight. A ticket submitted at 2 am sits safely in the system and gets picked up in the morning. The waiting time simply shifts to the start of the next working period.