We offer multiple channels to contact support including email and in-site messaging. For urgent payment or account access issues, include your account ID and relevant screenshots to speed up resolution. Our team adheres to privacy and verification protocols to protect your account during interactions. Support response times vary by channel and volume; we prioritise payment and security-critical requests for faster handling. If you prefer a step-by-step response, our in-site messaging is tracked and documented within your account for reference.
For payment and withdrawal questions, include the transaction ID, date and amount to help our team investigate. We will confirm pending statuses and provide guidance on any additional verification required. Most payment queries are resolved within one business day once we have the necessary information. If a bank or processor requires additional details, we will liaise with you to obtain the requested documentation. We take every precaution to protect your privacy during these exchanges and only request information necessary to complete the process.
We aim to make the payment process transparent and efficient. If you have concerns about fees or processing times, our support team will provide clear explanations and alternatives where available.
If you suspect unauthorised access to your account, contact support immediately and change your password. We will temporarily suspend account activity while we investigate and apply additional verification steps as needed. Protecting accounts from fraud is a top priority and we follow strict procedures to resolve security incidents. We encourage customers to enable strong authentication measures and to avoid sharing passwords. Our support team will never ask you to reveal full passwords or send payment details via unsecured channels.
We take proactive steps to monitor suspicious patterns and protect customer funds. If you notice unusual activity, reporting promptly enables us to act quickly on your behalf.
We follow structured escalation procedures to ensure complex issues receive expert attention. If your case requires additional review, it will be escalated to a specialised team who will provide regular updates until resolution. We aim for transparent communication and timely outcomes for all escalated matters. Support interactions are logged for quality assurance and training to continually improve our service. If you are unhappy with the outcome, you may request further review and we will outline the next steps clearly.
Our policy is to treat customers respectfully and resolve disputes fairly. We publish contact details and expected response times so you can choose the best method for your needs.
Response times vary by channel and complexity. Email responses typically arrive within 24 hours, while in-site messaging may be faster for logged-in customers. Urgent payment or security issues receive priority handling.
Yes, our support team can clarify promotion eligibility and help track bonus progress. Provide your account details and the promotion name for fastest assistance.
Include transaction ID, date, amount and screenshots where possible. This helps our team locate the transaction and provide a prompt resolution.
