Get in Touch with Support

The One Detail That Speeds Up a Chat Reply

Before you open a chat, find the transaction reference number. Every deposit, withdrawal, or transfer generates a unique ID in your transaction history. Sending that reference in your first message lets the agent pull up your details instantly, skipping the back-and-forth of “what time was it” and “which method did you use”. If you do not have the reference, the next best thing is the exact ringgit amount and the e-wallet or bank transfer channel you used. Even a rough time window helps. Without any of these, the agent has to ask for them first, which adds 30–60 seconds to the initial reply.

Languages and What Happens Outside the Stated Hours

Support answers in English and Bahasa Malaysia during the posted hours. If you write in either language within that window, the reply stays in the same language. Outside those hours, the chat button still appears but the first reply comes from an automated system that logs your query. That automated response confirms your message was received and gives an estimated time for a human agent to pick it up. Expect the wait to stretch to the start of the next operating block. If you need an immediate answer after hours, check the FAQ section first – it covers the most common deposit and login issues.

How Long a Reply Takes on Each Channel

Live chat replies start within 30 seconds to 2 minutes during operating hours. The first reply is often a greeting and a request for your username or transaction ID, so having those ready keeps the conversation moving. If the queue is long, the chat window shows your position. The contact form generates an automated acknowledgement within 5 minutes, then a human reply lands within 2 to 6 hours on a normal day. Weekends and public holidays in Malaysia can stretch that to 12 hours. Do not send the same query through both channels – it splits the conversation and slows resolution.