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Typical Response Times per Channel

Live chat replies are almost instant. During peak hours, you may wait a minute or two for an agent to become free. Once connected, each message is answered within seconds. For urgent matters, this is the channel to choose. The contact form usually receives a first reply within a few hours, though most submissions are answered within one hour during the day. Overnight submissions are handled first thing in the morning. If you need a faster answer, use live chat instead.

Languages and Operating Hours

Support agents answer in both English and Bahasa Malaysia. You may choose your preferred language at the start of a live chat or simply write your message in the contact form in either language. The team is trained to handle both fluently. Live chat is available around the clock, every day of the year. The contact form is also monitored continuously, though replies may take slightly longer during off-peak hours. No waiting time on public holidays—support is always on.

Which Channels to Use and When

Live chat is the fastest way to resolve account-related matters such as login trouble, deposit delays, or withdrawal queries. It connects you directly to a support agent in real time. Use this channel for anything that needs immediate attention or affects your ability to play. The contact form is best for issues that require a written record, such as a detailed complaint, a request for account verification, or a follow-up after a chat. Submissions are logged with a reference number, making it easy to track your case. Do not use the form for urgent problems.

What Not to Send on Public Channels

Never share your account password in any chat, form, or message. No legitimate support agent will ever ask for it. Also avoid sending your full card number—only the last four digits are ever needed for verification. A one-time code (OTP) must never be disclosed to anyone. If you are asked for any of these details by someone claiming to be support, end the conversation immediately and report it through the official contact form. The platform protects your data, but you are the first line of defence against scams.

What to Have Ready Before Chatting

To get a meaningful first reply, have your account username ready. If your issue involves a transaction, note the approximate time it was made and the payment channel used—for example, Touch ‘n Go eWallet, DuitNow, or a standard bank transfer. This helps the agent locate your record instantly. Also keep the transaction amount in ringgit handy. For withdrawal queries, confirm the method you selected. Providing these details upfront avoids back-and-forth and lets the agent start resolving the issue from the very first message.

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