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Support
How to reach the team and what to have ready.
How to reach the operator's support desk, what to prepare before you write, and what this guide can and cannot do for you.
Where support actually sits
Account questions — verification, a deposit that has not arrived, a withdrawal that is on hold, a bonus that was not credited — are handled by the operator, not by this guide. Support is reached from inside the account: the chat window is the fastest route, and the same conversation stays attached to your account history so you do not have to explain the problem twice. Email works as well, but it is slower and easier to lose track of.
What to have ready before you write
Most of the time spent in a support conversation is spent establishing facts. A message that already contains them is answered faster and with fewer back-and-forth rounds.
- Account ID or the email address used at registration.
- The date, time and amount of the payment, and the method used.
- A transaction reference, confirmation number or the code from the provider.
- Screenshots of the screen where the problem is visible, with the whole window rather than a crop.
- For verification: a clear photograph of the document requested, not a scan of a scan.
Realistic timelines
Answers to a chat message usually arrive within minutes during working hours; a payment investigation depends on the provider and can take several working days; verification is the slowest of the ordinary requests, because a document is reviewed by a person. The table below sets out what to expect, so a quiet account is not mistaken for a lost request.
| Request | Usual first answer | What it depends on |
|---|---|---|
| Chat question | Minutes to a few hours | Queue length and working hours |
| Missing deposit | Same day, resolution may take longer | Provider confirmation and matching reference |
| Withdrawal review | One to several working days | Verification status and payment method |
| Document check | A few working days | Legibility of the images and workload |
None of these windows is a promise. They describe the ordinary case so that you can judge when a follow-up message is reasonable, and when it is simply early.
If the answer does not solve it
Ask for the request to be escalated and note the conversation reference. Writing again in the same thread is more effective than opening a second one: duplicate threads split the history and delay the review. If a payment is involved, ask which side — the operator or the provider — currently holds the funds, because that determines who can act.
- Re-read the last answer and check that every requested document was actually attached.
- Reply in the same thread with the missing item, not a new message.
- Ask for the case number and the department handling it.
- Keep the reply until the issue is closed; it is the record you will be asked about later.
What this guide can help with
We explain how things work: why a deposit can sit unmatched, what verification usually asks for, how wagering requirements are calculated. If something on this site is wrong or out of date, write to us through the contact page and we will correct it. We cannot look into an individual account, speed up a payout or reverse a decision — only the operator can do that.
