Contact Our Support Team

Default Language and When We Reply

When you start a chat or send a form, you will receive a reply in English unless you write in Bahasa Malaysia first. If you begin in Bahasa, the whole thread stays in Bahasa. We do not switch mid-conversation. Support is available every day from 8am to midnight. Outside those hours, messages sent through the form will be picked up when the team returns. Live chat is only staffed during those same hours.

Have the Transaction Reference Ready

The single most useful piece of information you can bring to a chat is the transaction reference number. That 12-digit code from your e-wallet or bank transfer lets the agent see exactly what happened without asking you to describe it. Without that reference, the first reply will be a request for it. You will save at least one round of waiting if you have it copied before you press the chat button. The username and the rough time of the transaction also help, but the reference is what cuts the delay.

Which Channel Gets You a Faster Reply

If you need an answer in under a minute, open the live chat bubble at the bottom right of the lobby. That channel is built for speed and handles any query you have, from login issues to withdrawal holds. The contact form on the site is better when you want a written record of the conversation. Replies there take longer, but every message is saved and you can attach screenshots. Use it for disputes or detailed requests.

Typical Reply Time on Each Channel

Live chat usually connects you to an agent within 30 seconds during staffed hours. Most simple questions are resolved in under two minutes. If the agent needs to check with another team, expect a short pause, but you stay in the same chat. The contact form generates a reply within four hours on a normal day. Over weekends it may take up to eight hours. If you choose the form, check the email address you gave for the response, including the spam folder.

What a Legitimate Support Request Looks Like

A genuine agent will never ask for your password, the full 16-digit card number, or any one-time code from your phone. If someone asks for those, they are not from the site. End the conversation and report it through the contact form. The only information a real support request needs is your username and the transaction reference. Anything beyond that, especially numbers that could be used to access your account or withdraw money, should never be typed into a chat window or a public channel.

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