Customer care: live support desk and account help

Account access

If you cannot sign in, use the operator's password reset on the login page. If two-factor authentication is the blocker, the support desk can verify identity and reset the factor after KYC.

KYC and verification

Submit a government-issued ID and address proof through the user dashboard. Verification typically completes within a few hours. If verification stalls, contact support and include the account ID.

Deposits and withdrawals

Deposit issues (declined transaction, missing bonus) and withdrawal issues (delayed payout, fee dispute) are routed through the live desk. Include the transaction reference if available.

Contest disputes

Contest settlement disputes are reviewed within the operator's stated window. Provide the contest ID, the entry ID and any supporting information. The operator's decision is final but can be appealed once.

Responsible-use requests

Self-exclusion and deposit-limit changes go through the user dashboard. To escalate, contact support and request a responsible-use review.

Open the live desk

Tickets reach the operator within minutes; replies appear in the same conversation window.

Open support

Common support scenarios

Declined deposit

Declined deposits usually come from payment-issuer rules. Confirm the payment method is supported; confirm the daily limit on the issuing bank or wallet is high enough; confirm the account name matches the bank account or wallet holder. The support desk can confirm what the operator saw on its side.

Missing bonus

If a bonus does not appear after a deposit, refresh the rewards centre. Most bonuses credit within minutes. If the bonus is still missing after an hour, contact support with the deposit ID.

Delayed withdrawal

Delayed withdrawals usually trace to KYC verification, an internal review queue, or a payment-issuer delay. The support desk can locate the withdrawal in the queue and confirm the next step.

Two-factor authentication locked

If you lose access to the second factor, the support desk can verify identity and reset the factor after KYC. This is the operator's standard process; it cannot be bypassed without KYC.

Account closure

Submit a closure request through the support desk. The operator verifies identity and processes pending withdrawals before closing the account. Re-registration after closure is at the operator's discretion.

How the support desk is staffed

The live desk is staffed by the operator's customer-care team. Tickets reach the team within minutes; replies appear in the same conversation window. After-hours tickets are queued and answered the next business day.

When to escalate

If a support reply does not resolve the issue within 48 hours, request escalation through the same ticket. The operator's management team reviews escalations within the working week.

Customer care in detail

The customer-care flow covers account access, KYC verification, deposits, withdrawals, contest disputes and responsible-use requests. The live desk is at /contact/; tickets reach the operator within minutes.

Account access

Password resets and two-factor resets happen on the operator's domain. The operator verifies identity through KYC documents before resetting two-factor.

KYC verification

Submit a government-issued ID and address proof through the user dashboard. Verification typically completes within a few hours. If verification stalls, contact support with the account ID.

Deposits

Deposit issues (declined transaction, missing bonus) are routed through the live desk. Include the transaction reference if available.

Withdrawals

Withdrawal issues (delayed payout, fee dispute) are routed through the live desk. Include the transaction reference and the expected timeline.

Contest disputes

Contest settlement disputes are reviewed within the operator's stated window. Provide the contest ID, the entry ID and any supporting information. The operator's decision is final but can be appealed once.

Responsible-use requests

Self-exclusion and deposit-limit changes go through the user dashboard. To escalate, contact support and request a responsible-use review.

How the live desk handles tickets

The live desk routes tickets by category. Account-access tickets go to the access team; KYC tickets go to the verification team; deposit and withdrawal tickets go to the payments team; contest disputes go to the settlement team. The category determines response time. KYC and access tickets typically resolve in under an hour during business hours; payment tickets resolve in under four hours; settlement tickets may take 24-48 hours because they require replaying the contest.

What to include in a ticket

The faster your ticket resolves, the more context you give up front. For account-access tickets, include the registered email or phone and the device you usually sign in from. For payment tickets, include the transaction reference from your bank or wallet statement. For settlement tickets, include the contest ID, the entry ID, and a brief note on what you think went wrong.

When the live desk escalates

If a support reply does not resolve the issue within 48 hours, request escalation through the same ticket. The operator's management team reviews escalations within the working week. Escalation is not a magic key - it routes the ticket to a senior reviewer with broader authority, but the operator's stated policies still apply.

Hours and queue times

The live desk is staffed during business hours. Tickets sent after-hours are queued and answered the next business day. The response queue is FIFO within each category; high-priority tickets (locked account, failed deposit) jump the queue. The dashboard's "Ticket status" view shows where your ticket sits in the queue.

Why KYC verification matters

The operator runs KYC on every account before processing a withdrawal. KYC protects the account holder against the; it also helps the operator meet anti-money-laundering and counter-terrorism-financing obligations. The verification step is not optional, and the operator cannot bypass it for individual requests. If you want to skip the KYC step, the only way is to register a new account with the same identity, which the operator detects and rejects.

What documents to submit

A government-issued photo ID (passport, driver's licence, Aadhaar in India), a proof of address (utility bill, bank statement no older than 90 days), and a selfie holding the ID. The selfie is matched against the ID photo by the operator's verification system. If the match fails, the operator requests a clearer image or a different angle.

How long verification takes

Verification typically completes within a few hours for clean submissions. Submissions with poor image quality or name mismatches may take longer - sometimes up to 24-48 hours while the operator's team reviews manually. If verification stalls beyond 48 hours, contact support with the account ID and a brief description of what you submitted.

Deposits and withdrawals in detail

Deposits typically credit to the operator's balance within minutes. Withdrawals are processed in two stages: an internal review queue and the payment-issuer's processing window. The internal review queue takes up to 24 hours; the payment-issuer's processing window takes 1-3 business days depending on the issuer. Total time from withdrawal request to funds in your account is typically 2-4 business days.

Why a withdrawal can stall

Most stalled withdrawals trace to one of three causes: incomplete KYC, an internal review flag (large withdrawal, unusual pattern, or recent account activity), or a payment-issuer delay (bank processing window, public holidays). The support desk can locate the withdrawal in the queue and confirm which of these is the blocker. If the withdrawal is stuck on the issuer side, the operator cannot accelerate it; you need to contact your bank.

Bonus balance versus cash balance

The operator tracks two balances: bonus balance (with wagering requirements attached) and cash balance (with no wagering requirement). Withdrawals come from the cash balance; bonus balance is forfeit on withdrawal if wagering is incomplete. The dashboard's "Balances" panel shows the split and the wagering progress.

Contest disputes in detail

Contest settlement disputes follow a fixed review path. The operator replays the contest using the official score feed, applies the contest rule, and confirms the result. If the rule was applied incorrectly, the operator adjusts the settlement; if the rule was applied correctly, the operator's decision is final. There is no further appeal beyond the operator's stated escalation window.

What counts as a contest dispute

Three things: the operator settled the contest against the official score; the operator settled the contest against the contest rule; or the contest was abandoned or postponed and not handled per the published policy. Anything else (your team lost, your entry was in the lower prize tier, you misread the rule) is not a contest dispute.

How to file a contest dispute

Open a support ticket with the category "Contest dispute". Include the contest ID, your entry ID, and a brief note on what you think went wrong. The settlement team reviews within 24-48 hours. If the dispute is upheld, the operator adjusts the settlement; if not, the operator's decision is final but can be appealed once through the same ticket.

Responsible-use requests

Self-exclusion and deposit-limit changes go through the user dashboard. The dashboard's "Responsible use" panel lets you set daily, weekly, or monthly deposit limits; request a cool-off period; or request full self-exclusion. Once a limit is set, it cannot be raised for 7 days; once self-exclusion is requested, it cannot be reversed for the chosen period.

What self-exclusion does

Self-exclusion blocks the account from signing in, entering contests, depositing, or withdrawing. Pending withdrawals are still processed before the exclusion takes effect. The exclusion period ranges from 30 days to permanent, at your choice. The operator does not override exclusion requests, even on appeal, until the chosen period ends.

How to escalate a responsible-use concern

If you are concerned about another user's play, contact support with the account details. The operator's responsible-use team reviews the concern and may apply additional limits or initiate a responsible-use review on the account. The operator does not share the outcome with the reporting party.