Contact the Support Team

Languages and Hours

Support is available in English and Bahasa Malaysia. Agents are fluent in both and can switch between them during a conversation. Stick to one language per chat to avoid confusion. The team is online 24 hours a day, seven days a week. There is no downtime for public holidays. Expect the same level of service whether you message at noon or midnight.

What Never to Send Publicly

Never share your account password, your full card number, or any one-time code over a public channel, including live chat. The platform will never ask for these details. Only use the secure contact form for sensitive information if the agent specifically requests it. For your safety, do not paste a one-time code into any message. Scammers target these details.

Which Channel to Use

Live chat handles anything account-related, like login trouble, balance checks, or withdrawal status. It is the fastest way to resolve a problem when you need an instant answer. The contact form is best for matters that need a written record, such as a formal complaint, a bonus dispute, or a request for a transaction history. You will receive a reply by email.

What to Have Ready Before Chatting

Before opening a live chat, note your account username. For any transaction query, have the approximate time of the transaction and the payment channel used, for example Touch 'n Go eWallet or bank transfer. This information lets the agent check your account immediately. Without it, they will ask for the same details, which delays the first reply. Preparing it saves you time.

Typical Response Times

Live chat connects you to an agent within two minutes during normal hours. If the queue is long, you may wait up to five minutes. The chat stays open until you close it. The contact form receives a reply within four hours, usually sooner. Complex cases, such as a bonus dispute, may take up to 24 hours. You will get a confirmation email when the form is submitted.

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