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Live Chat vs. Contact Form

The green chat button at the bottom right of the lobby opens live chat. Use it when you need help with a deposit not reflecting, a withdrawal stuck on pending, or a login issue — anything that needs a quick look at your account. The contact form on this page is better when you want a written trail. Use it to report a bonus not credited, to dispute a transaction after a few hours, or to send a complaint that might need review by someone who was not on chat.

Before You Open a Chat

Have your account username, the approximate time of the transaction, and the payment channel — for example, Touch 'n Go eWallet or bank transfer — written down before you click the chat button. This cuts out the back-and-forth and lets the agent see what happened in one look. Without those three pieces, the first reply will be a request for them. That extra round of typing slows everything down, especially when the queue is long.

Languages and Hours

Live chat agents answer in English and Bahasa Malaysia from 9am to midnight, seven days a week. The late-night slot is covered by a smaller team, so replies can take a little longer after 11pm. The contact form is read in English and Bahasa Malaysia too, but it is checked only during standard daytime hours — 10am to 6pm. Messages sent outside that window get a reply the next day.

Reply Times per Channel

Live chat usually responds within two to three minutes during the day. Late at night or on public holidays, it can stretch to ten minutes if the team is handling several conversations at once. The contact form gets a reply within four to six hours on weekdays. If you send it after 6pm or on a weekend, expect the reply the next working morning.

What Not to Share Publicly

Never send a one-time code — from an SMS or an authenticator app — through any chat or form. That code is the only thing standing between an attacker and your account balance. Even a support agent should never ask for it. Also keep your full card number and your login password off the chat. The platform will only ever ask for the last four digits of a card to confirm a deposit, and never your password at all.

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