All interactions received will be responded to within the timelines mentioned for each support channel as indicated in the ‘Channels of Support’ section. Most interactions will be resolved during the chat, or in the first email response by the Customer Service team.
In the case that there is a situation where the Customer Service team cannot address the question and/or resolve the problem, the interaction will be escalated as required.
The duration of resolution is dependent on the nature of the enquiry/issue. Issues which are escalated to payments and/or game providers are generally resolved within 7 days. Issues which require technical changes in the system and/or when a timeline for response/mitigation is not available, the player will be notified.
Situations in which the issue raised by the patron is caused by factors external to the platform such as the patron's device does not support all versions of games, internet connectivity issues causing poor experience of our products and/or services, non-availability of any payment method in completing the transaction etc. have the potential to not be resolved, but such support tickets may be closed.