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Support channels

Our team provides English-language support via three primary channels: live chat, email, and the in-app help centre. Live chat is the fastest option for urgent issues—queries are typically answered within subject to verification during business hours. Email support ([email protected]) suits detailed requests like account verification questions, transaction disputes, or data-deletion queries; expect acknowledgement within 2–4 hours and substantive replies within one business day. The help centre hosts self-service guides for common topics: account setup, deposit and withdrawal procedures, game mechanics, tier-programme details, and privacy practices. Choose live chat for real-time problem-solving, email for detailed documentation, and the help centre for reference and learning. During regional holidays such as Idul Fitri, Idul Adha, Imlek, and Nyepi, response times may extend by one business day.

Common request categories

Account holders contact us across four primary areas. Login and access issues—forgotten passwords, account lockouts, or recovery requests—are resolved immediately through our password-reset flow or recovery verification. Verification inquiries cover KYC document uploads, ID confirmation delays, or questions about required information; these typically resolve within subject to verification to 2 hours during business hours. Withdrawal reviews are the longest category: after you submit a withdrawal request, our compliance team reviews your account status and transaction history. Standard review windows range from 2–24 hours depending on deposit history and payment method. Technical issues—game freezes, payment errors, interface glitches—are diagnosed and escalated within subject to verification. Providing your account ID, affected game name, and exact timestamp dramatically speeds resolution. Transaction disputes—deposits that fail to arrive, unexpected fees, or settlement questions—are logged with your transaction ID and reviewed within one business day.

Response window expectations

We publish transparent response-window expectations across all channels. Live chat during business hours receives first-response within subject to verification on average; complex cases are escalated to specialists and follow-ups sent within 4 hours. Email inquiries are triaged automatically: routine requests (password resets, tier-status queries) receive replies within 2 hours; detailed cases (verification reviews, transaction disputes) are assigned to specialists and answered within one business day. Weekend and holiday response windows extend to 24–48 hours. Critical issues—account compromise, large transaction discrepancies—are flagged for immediate escalation and receive priority handling outside standard windows. Withdraw requests entered during business hours are typically reviewed within 8 hours; requests entered outside business hours are processed the next business day. Payment-method variations affect withdrawal timing: DANA, OVO, GoPay, ShopeePay, and QRIS transfers typically complete subject to verification after approval, while bank transfers may take 1–3 business days depending on your institution.

Escalation flow

If your initial support contact does not resolve your issue, escalation follows a documented process. After your first response, if you remain unsatisfied or your case is complex, request escalation in writing (email or live-chat follow-up) with your account ID and a clear summary of the unresolved issue. Your case is assigned to a senior specialist who reviews the full history and responds within 24 hours. Escalation cases are given priority status and receive direct follow-up; you will receive updates every 48 hours until resolution. For data-deletion requests, account-closure disputes, or large financial discrepancies, escalation triggers a compliance review and senior-team sign-off, typically completed within 5 business days. To accelerate escalation, provide: your account ID, the original issue date, previous support tickets or chat transcripts, and specific details (transaction ID, game name, payment method, expected vs. actual outcome). Documentation speeds resolution significantly—our team can investigate faster when they have a clear paper trail.