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Support channels

Our multilingual support team operates across three main channels: live chat (available 24/7 within the account dashboard), email ([email protected], monitored daily), and in-app messaging. Choose live chat for urgent issues such as login problems or blocked deposits — our team typically responds within 2 hours. For account verification questions, payment delays, or settlement disputes, email provides a documented trail and allows support to gather necessary documentation. In-app messaging works well for quick clarifications on game rules or account settings. All support interactions are tracked in your account history, and you can download tickets as PDF for your records. We also maintain a comprehensive FAQ and help centre within the platform, indexed by topic (account / payment / games / withdrawal / rules / privacy). Many common questions are resolved faster through the self-serve help articles than waiting for live support.

Common request categories

Login and password-reset requests account for roughly non-specific info of support volume. Most are resolved via the automated "Forgot Password" link, which sends a reset code to your registered email within subject to verification. If you no longer have access to your email, support can verify your identity using your phone number and ID details, then reset access within subject to verification. KYC and account verification form the second-largest category. We require an ID photo, proof of address, and a selfie with your ID to complete verification. Most submissions are reviewed within subject to verification during business hours; complex cases may require 2–4 hours. Withdrawal review requests come third; these typically involve a settlement delay or a suspected duplicate transaction. We publish settlement timing estimates upfront, and most withdrawals clear within subject to verification depending on the payment method. If a withdrawal is delayed, open a support ticket with your transaction ID; support can check its status and escalate if needed. Technical issues (app crashes, login timeouts, game freezes) are routed to our engineering team and usually resolved within 1–2 hours. Account preferences and budget-setting requests are self-service features accessible in account settings, but support can walk you through them if needed.

Response window expectations

Live chat and in-app messaging target a 2-hour first response for urgent issues (login, blocked funds, security concerns) and 12 hours for general questions. Email support acknowledges receipt within 24 hours and aims to resolve within 2–3 business days. During peak periods (major Liga 1 matches, holiday seasons), response windows may extend by non-specific info; we notify users of any delays in the help centre. For billing disputes and account closures, our legal and compliance team requires 5–10 business days. Ticket escalations (after three support interactions with no resolution) receive priority routing and a named case manager; escalated cases target resolution within 48 hours. We do not charge for support; all channels are included with your account. If you experience a response delay longer than our published window, escalate to [email protected] with your ticket number, and our management team will investigate within 1 business day.

Escalation flow

If your initial support request does not resolve your issue, or if you believe the resolution was unfair, you can escalate after three support interactions. To escalate, reply to your ticket with "ESCALATE" and a brief explanation of why you disagree with the response. Your case is then reassigned to a senior support specialist and, if necessary, to our compliance team. Escalated cases receive a case manager who reviews all previous interactions, gathers additional evidence (payment gateway records, game logs, account history), and reaches a final decision within 5 business days. Factors that help your case include detailed ticket descriptions, screenshots of errors, your transaction IDs, and a clear timeline of events. If we determine that an error occurred on our side, you receive a full refund or account credit; if the issue stems from your payment provider or local regulation, we provide guidance on next steps. Final escalation decisions are documented and stored in your account; you can export them for personal records or dispute resolution with third parties. Our escalation process is independent of support operations and designed to handle complex disputes fairly.