Get in Touch with Us

What to Have Ready Before Chat

The single most useful piece of information is your transaction reference. For a bank transfer, that is the 12-digit biller reference or the receipt number. For an e-wallet like Touch 'n Go, it is the transaction ID shown in your payment app. Without it, the agent has to search manually. Also have your account username on hand. If the issue is a payment, note the approximate time of the transaction and which channel you used — for example, 'GrabPay, around 2.15pm yesterday'. This lets the agent pull up the record on the first try.

Languages and Availability

Agents respond in English and Bahasa Malaysia. If you write in another language, they will reply in English as the default. The chat is staffed around the clock, but outside the busiest hours — roughly 10am to 10pm Malaysian time — you may wait a little longer for the first greeting. The contact form is checked every few hours, even overnight. A message sent at 3am will get a reply by the next morning. During public holidays, response times can stretch by a few hours, but the team still works through the queue.

How Long a Reply Takes

Live chat usually connects within two minutes during the busy period. If the queue is long, a bot will hold your spot and pass you to the next free agent. The bot can answer simple questions about balance or game status while you wait. The contact form generates a reply within four hours on a normal day. If you mark the form as 'urgent' and it is a payment issue, the team aims to respond within one hour. On weekends, allow up to six hours for a non-urgent query.

What Never to Share Publicly

Never send a one-time code — the six-digit number that arrives by SMS or email — to anyone through live chat or the contact form. No agent will ever ask for it. If someone does, end the chat immediately and report it through the same form. Also avoid sharing your full login password or the complete 16-digit card number in any message. The chat is encrypted, but a written record of those details is a risk you do not need. The platform can verify your identity using your username and a few security questions instead.

Live Chat and Contact Form

The live chat button sits in the bottom-right corner of the lobby, a green circle with a speech-bubble icon. Click it to open a direct line to a support agent. This channel is best for anything that needs a quick answer, such as a login glitch or a deposit that hasn't arrived. The contact form lives under the 'Help' menu and lets you type your message at your own pace. Use it when you want a written record of the exchange, for example to dispute a bonus term or to attach a screenshot of an error. Replies are sent to the email address you provide.

Related: Arcade Games, Online Slots, Fishing Games, promotions, and the blog running now.