Three ways in: live chat, open every hour of every day; email for anything that needs an attachment or a written record; and a callback booked for a time that suits you. There is no number to ring on the spot.

Which channel for which problem

How to get answered faster

One question per message is answered faster than five in one. An agent handling several chats at once reads the first line and acts on it; a paragraph with three problems in it gets one of them solved and two forgotten.

A screenshot shortens almost every conversation, because it settles what was on screen without a round of description. And noting the agent's name and the time turns a second conversation into a continuation rather than a fresh start.

What support can and cannot do

They can see the account, the transaction log and the bonus state, release a payout that is sitting on a check, and correct an error the system made. They cannot add a bonus code to a deposit that was already confirmed, shorten a self-exclusion, reverse a completed withdrawal, or change the outcome of a round.

A dispute about a game result has to be put to us in writing within fourteen days, and the record on our server is the one that governs it. That is the argument for putting anything serious in writing from the start.

How long an answer takes

Live chat answers within minutes at most hours and is slowest in the early evening, when the most people are playing. Email runs in hours rather than minutes, and documents sent by email join the verification queue rather than the message queue, which is a different line with a different length.

A question about a payout before the two business days are up cannot be answered with anything except that the two business days are not up. Waiting them out is worth more than asking: the request sits in the same queue either way, and a conversation about it does not move it forward.

Keeping a record

Live chat is quick and leaves nothing behind unless a transcript is requested at the end of the conversation, which is worth doing for anything involving money. Email keeps its own record without being asked.

For anything that might become a complaint, write it down early. A trail that starts with the first message reads very differently from one assembled afterwards out of memory, and a dispute process runs on documents rather than recollection. Dates, amounts, and who said what: those three carry almost every case that is worth making.

What nobody here will ever ask for

We ask for identity documents, and we ask for them through your account. We never ask for a password, a card PIN, a wallet seed phrase, or a code that arrived by text message. Anybody asking for one of those is not us, whatever the address on the message happens to say.

Contact is safest when it starts from the site rather than from a message: open live chat from a page you navigated to yourself, not from a link somebody sent. That one habit removes most of the class of problem, because the trick depends on the conversation beginning somewhere else.