A ticket is a recorded conversation with the support team. You open one when you need a person to look at something in your account, and the whole exchange is kept in Support, inside your account. Every ticket shows the current status, whose turn it is to reply and the full message history.
Step by step
- Sign in and open Support.
- Tap new ticket.
- Pick the category that describes the subject.
- Write a short subject and then the message with the details.
- Attach images or files if they help explain.
- Tap open ticket and follow the conversation on the ticket screen.
Important points
The categories are deposit, withdrawal, bonus, account, game and other. They help the team route your case, so choose the one closest to the problem.
Say what happened, when it happened, the amounts involved and what you already tried. The more concrete it is, the fewer rounds of questions before a solution.
You can attach images and pdf files to show the error on screen. The screen itself tells you the maximum size per file and how many files fit in one message.
A ticket moves through open, in progress, answered, your turn and resolved. The list tabs separate the ones in progress, the ones waiting on you and the ones already resolved.
When the status says it is your turn, the team is waiting for something from you. The notice shows how long you have to reply before the ticket closes by itself.
If the problem is solved, use mark as resolved. If it comes back, replying on the same ticket reopens the conversation while the reopening window shown on the screen still stands.
Open, in progress, answered, waiting for you and resolved. Waiting for you means the team replied and needs your answer to move on.
Deposit, withdrawal, bonus, account, game and other. Picking the right category gets the ticket faster to whoever handles that subject.
When the message carries risk signals about gambling, or when the account has an active protection, the ticket gets an automatic minimum priority. It cannot be lowered below that floor.
Above it, a new ticket is refused. Close or wait for one open ticket to be resolved before creating another.
After it, the way forward is to open a new ticket, referencing the previous one.
There is a ceiling of attachments per message, and an attachment that has not finished uploading is refused. A file from another context is not accepted either.
Common problems
Open Support in your account and tap the ticket. The list highlights tickets with a new reply and the ones waiting on you.
Check your connection and send it again. If the error persists, reduce the size of the attachments, because large files slow the upload down.
The screen marks each attachment as uploading, ready, rejected or failed. Remove the file with the problem and send another, or send the message without it and attach it later in a reply.
If the assistant conversation became a ticket, the screen shows that ticket and that is where the team replies. Opening another one for the same subject only splits the conversation.
That happens when the ticket waited on your reply past the deadline shown in the notice. Reply on the same ticket to reopen it, if the reopening window still applies.
In that state the conversation is shut for good. Open a new ticket describing the subject and mentioning the previous one.
Reply on the same ticket to reopen the conversation. The screen warns you when your reply reopens a ticket that was already resolved.
You probably reached the ceiling of open tickets. Reply to one of them or wait for it to be resolved.
The automatic priority works as a floor. It cannot be lowered below the level the signals set.
The team replied and is waiting for your answer. Reply inside the ticket to send it back to the queue.
The reopening window has passed. Open a new ticket quoting the previous number.