Support

Open the live conversation

The fastest route is the live conversation at /contact/. Keep that window open after you send a message; replies appear in the same thread. The live conversation is the right channel for any issue that needs a private reply, because it does not require sharing OTPs or passwords in public.

What to include in your first message

• The email or phone associated with your account (never share your password or OTP).
• A clear description of the issue: what you expected, what happened, and any error text.
• The device, Android version and a screenshot if the issue is visual.
• The time you encountered the issue (including your timezone) so the team can correlate logs.
• Whether the issue happens once or every time, and on which screen.

What to expect

The support team reads incoming messages and replies in the same conversation. There is no mailto fallback, no fake address and no third-party claim about response times. If your issue is urgent and outside support hours, the team will respond when next available. The reply arrives in the same conversation window, so you do not need to monitor email or chat elsewhere.

If the support team needs more time, they will say so. If the issue requires verification on your side, they will tell you what to check. The right next move after a reply is to follow the team's instruction and reply in the same thread.

Common topics

• Install and source verification
• How the app works and the directory
• VIP level questions
• Promo eligibility and dynamic leaderboard status
• Redeem a code or verify a destination-applied offer
• Account access and verification flow inside the destination
• Responsible-use tools and limits

What support cannot do

Support cannot change the destination's terms, alter the staged data on this product profile, or promise bonuses that the destination does not offer. They also cannot accept OTPs or passwords over chat. Treat any third party asking for those as a phishing attempt.

Privacy of the conversation

The conversation is stored with a private access key tied to your browser. Only the support team can read it. If you change browsers, open the conversation again from the same URL - your previous ticket remains available to the support team but not to the new browser until you re-engage.

When the issue is critical

If you suspect account compromise, change your destination password immediately, then file a support ticket with the time of the change and any details you remember. Do not share OTPs, PINs or wallet passwords with anyone who contacts you first.

Responsible use

Real-money products are restricted to 18+ users in permitted jurisdictions. If you have a responsible-use concern, the responsible-use page explains how to limit or stop play.

How long replies take

The team replies during support hours. The exact response time depends on volume and complexity. The conversation stays open between messages, so you do not lose context. If your issue is time-sensitive, mark the subject accordingly when you open the conversation; the team prioritises urgent messages.

What to do if you do not get a reply

First, check that the conversation window is still open. If the conversation has been closed, re-open it from the same URL. The previous ticket is still visible to the team but the new message starts a fresh exchange. If the team has not replied within a reasonable window, send a follow-up describing the gap. Avoid duplicate conversations; they slow down both sides.

Support and verification

Support will never ask you for your password, OTP, PIN or wallet seed. They will never ask you to install software from a third-party host. If anyone claiming to be support asks for any of those, treat it as a phishing attempt and stop the conversation.

Support and refunds

Refunds are handled at the destination; this product profile does not process payments. If you need to dispute a charge, contact your payment provider first and then file a support ticket with the destination. The team will assist with the dispute if the charge is in scope of the destination's terms.

Support and account closure

Account closure is irreversible at the destination. If you want to close your account, the team will guide you through the steps and confirm the closure in writing. The destination retains the right to enforce a cooling-off period before closure.

What about accessibility?

The live conversation supports keyboard navigation, screen-reader announcements and high-contrast mode. If you need a different communication channel because of an accessibility constraint, say so in your first message and the team will adapt.

What if the issue is on this product profile, not the destination?

If you find a problem with the brand-app profile itself - a broken link, a wrong fact, a layout glitch - the support conversation is the right place. The team triages profile issues separately from destination issues, so the right team will pick up the message.

When to escalate

If the team's reply does not resolve the issue after one cycle of follow-up, ask the team to escalate. Escalation routes the message to a senior reviewer and brings the resolution time forward. Be specific about what has been tried and what has not worked.

How to be a useful first-message sender

The team's first reply will be faster and more useful if the first message contains the right context. The right context includes the email or phone associated with your account, the device and Android version, the time of the issue, the screen on which the issue appeared and a description of what you expected versus what happened. A screenshot is welcome for visual issues. OTPs and passwords are never requested by support; do not include them.

What to do if the issue is between visits to this product profile

If the issue happens between visits to this product profile and the destination - for example, while you are reading the FAQ - the support channel is still the right place. The team can pull together context from both sides of the journey.

What to do if the issue is during the install

If the issue happens during the install, the install guide has troubleshooting steps for the most common cases. If the troubleshooting steps do not resolve the issue, open a support conversation with the exact error text and the device model.

What to do if the issue is during the first session

If the issue happens during the first session, document the step at which the issue appeared. The team can correlate with the destination's logs and provide a more accurate resolution.

What to do if the issue is during a specific YONO profile

If the issue is in a specific YONO profile, the team will want to know which one. The YONO and game catalog lists all 23 profiles with their categories; you can name the profile by its catalog entry.

What to do if the issue is with the directory

If the directory itself misbehaves - a broken filter, a wrong result count, an artwork mismatch - the support channel is the right place. The team triages site issues separately from destination issues.

How support handles site issues

Site issues are routed to the engineering team. The support conversation keeps the ticket open across both teams; you do not need to re-open the conversation when the issue changes hands.

How support handles snapshot requests

If you ask for an updated snapshot of the VIP table, the promos list or the code status, the team will tell you when the next snapshot ingestion is scheduled. The brand-app profile does not refresh the snapshot on demand.

How support handles press and partnership requests

Press and partnership requests are accepted through the same support conversation; mark the subject clearly so the team can route it to the right reviewer.

What to expect from a great support interaction

A great support interaction acknowledges your issue, explains what the team knows, asks the right follow-up question if needed, and confirms the resolution in writing. If your interaction does not look like that, escalate.

What to do if you would like to commend a team member

If a support interaction was particularly helpful, you can name the team member in the next message. The team logs commendations and they feed into the team's internal review.

How this route relates to the support channel

This route describes how support works; the support conversation is the channel. If you read it and still have a question, the next step is the channel, not more reading.

Related support references

The contact page lists the live conversation channels. The FAQ page covers common questions. The responsible-use page documents how to set limits.

Support verification checklist

Three signals confirm a clean support session. The conversation channel matches the destination's official contact. The first reply confirms the brand identity. The agent never asks for OTPs, PINs, or wallet passwords. If any of those three signals is missing, end the conversation and contact the destination directly.

What support cannot do

Support cannot reverse the destination's bonus terms, cannot change the destination's eligibility rules, and cannot bypass verification gates. Support is the destination's first line of contact, not a back-channel to circumvent product rules.