How a Player Reaches the Support Team
Our support team answers around the clock in English and French, and the fastest route depends on what the question needs: a live conversation for account trouble, a written trail for anything that involves documents. Contact lives where the account lives — in the site menu — so nobody has to hunt for an address or a phone number to reach us.
Every route leads to the same team, so a question asked twice does not split into two queues; the registered email address on the account keeps the written trail attached to the right player.
Who Handles Login, Deposits and Bonuses
Login trouble, deposits, withdrawals, bonus questions, and verification requests all go to our own support team — no question about an account ever travels outside it.
The Routes and What They Suit
Live chat runs 24/7 inside the account and suits anything time-sensitive: a stalled deposit, a payout question, a bonus that will not activate. Email suits everything that carries attachments — verification documents, payment-method proofs, and detailed account reviews — because the written trail stays attached to the case. Our social channels on Telegram, Instagram, Facebook, X, and WhatsApp carry news and reach the team for lighter questions; account specifics still belong in chat or email, where identity can be checked properly. A withdrawal question in chat gets answered live; the same question by email gets a written answer with the transaction details attached — pick by how much of a paper trail the case deserves.
What Messages Always Carry
Support conversations run on identity checks: our team works from the registered email and the username, and document requests arrive through the account channels with a named case attached. A message that presses for passwords, codes or payment details deserves a report through the same routes, so our team can check who actually sent it.
Feedback, Corrections and Suggestions
- A correction about a number, rule, or name on any page goes to support with the page name; it lands in the editorial queue and gets an answer.
- A suggestion about games, rails, or features reaches the product side through the same channels and is read as feedback, not as a ticket.
- A complaint about a settled transaction follows the complaint path, with our response inside 28 days at the latest and disputes filed within 3 days of the decision.
What a Message Needs Before Sending
- The registered email address of the account, so the case attaches to the right player.
- The username, exactly as registered.
- The subject in one line: deposit, withdrawal, bonus, verification, or account.
- The essentials in the body — dates, amounts, and the rail or game involved.
- Attachments already in the right shape for document cases: photo ID with photo, name, and date of birth visible, an address document within three months, or proof of payment-method ownership.
