Verified support channels
The desk publishes only the channels we have confirmed from publicly available sources. If a channel is not on this list, treat it as unverified and do not share documents through it.
In-app support: the Help section of the More tab is the operator's first-party channel. Tickets raised here land in the same queue as website-raised tickets and are tied to your account ID for faster lookup.
Email support: the operator publishes a support email on its contact page. Use this for issues that need attachments (KYC documents, screenshots, transaction references).
The desk does not publish the operator's phone number because phone support availability varies. Verify the current phone number on the operator's contact page before you dial.
Common impersonation patterns
Five impersonation patterns account for the majority of customer-care scams the desk has observed:
1. WhatsApp or Telegram "support agents" who DM you first. Real customer-care teams do not reach out first.
2. "KYC verification" requests with shortened URLs. Real operators send verification requests only through the app or the verified domain.
3. Requests for OTP codes, PINs or full bank account numbers. Real KYC flows do not require OTPs from the operator's side.
4. Prize payouts that require a "processing fee". No real operator charges the recipient a fee to receive a prize.
5. "Account recovery" requests from a new contact after a public post or a complaint. Recovery requests should only ever come through the app or the verified email.
If any contact matches one of these patterns, do not engage. End the chat and raise a ticket through the verified in-app channel for confirmation that the contact was not legitimate.
Prepare evidence before you raise a ticket
Tickets with structured evidence resolve faster than open-ended ones. Before you tap submit, prepare:
1. The exact issue in one sentence — "withdrawal request ID W-12345 has been in review since 14 May 2026."
2. Screenshots of the relevant screens — KYC submission, withdrawal status, contest settlement.
3. The request ID, transaction reference or contest ID for whatever you are escalating.
4. The KYC submission date and the last name-match check you did. This is the most common escalation point and pre-empting it saves a round trip.
Typical response windows
Most first-response times fall between 12 and 72 hours, with longer queues during major tournament windows. Withdrawal, deposit and KYC tickets are usually prioritised over general questions.
If you do not receive a first response within 72 hours during a normal match week, that is a meaningful delay. Document the ticket ID and the date submitted before you escalate.
When to escalate
Escalate when:
1. A withdrawal has been in "in review" for more than 72 hours without a status update.
2. A KYC submission has been "under review" for more than a week.
3. A deposit is reflected in the wallet but not in the bank statement, or vice versa, past the published transaction window.
4. Customer-care has closed your ticket without resolving the issue and you have a request ID for the closure.
Escalations should be raised through the in-app support flow as a follow-up to the original ticket, not as a new ticket. New tickets lose the context of the original thread and delay resolution.