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Support channels

At sisusan, we operate customer support across live chat, email, and in-app ticket systems — all staffed by English-speaking representatives. Live chat is the fastest channel for urgent issues (login problems, payment verification, account access) and is available during our peak operational hours. Email support ([email protected]) is best suited for detailed requests like data-deletion inquiries, KYC document appeals, or complex account troubleshooting; typical response time is 12–24 hours. Our in-app ticket system automatically acknowledges your submission and creates a searchable record of your interaction history. Every support request receives an initial response confirming receipt, followed by a substantive reply or action within two business days. For high-priority issues, escalation to our compliance team is available on request.

Common request categories

Our support team handles four primary issue types. Login and account access issues — including password resets, account lockouts, and two-factor authentication problems — are resolved most quickly via live chat. KYC and verification issues (rejected documents, mismatched information, pending approval) require detailed document resubmission and are handled through email or in-app tickets with a compliance officer. Withdrawal and payment issues — such as pending review, failed transactions, or payment-method errors — are escalated to our payment operations team and typically resolved within 24–48 hours. Technical issues affecting gameplay, app crashes, or browser compatibility are investigated by our technical team and may require you to provide device and browser information for diagnosis. We track response times for each category to ensure consistency.

Response window expectations

Standard support requests (general questions, rule clarifications, password resets) typically receive a response within 2–4 hours during business hours (08:00–22:00 UTC+7). KYC and compliance-related requests require manual review and may take subject to verification for initial assessment, followed by a decision within 24 hours. Withdrawal disputes and payment investigations are prioritized and receive preliminary findings within 12–24 hours; final resolution may take up to 3 business days if escalation to our payment partner is required. During peak periods (match days for major tournaments like Liga 1 or Champions League) or after holidays, response times may extend by 4–8 hours. For time-sensitive issues, live chat during operational hours offers the shortest turnaround.

Escalation flow

If your initial support request is not resolved satisfactorily, you can request escalation to a senior support agent or specialist team. Escalations are triaged based on urgency and issue type — compliance matters go to our legal and regulatory team, payment issues go to our treasury operations, and technical bugs go to our engineering team. An escalation request should include your ticket number, a summary of the original issue, the reason your case was not resolved, and your preferred contact method. We aim to assign an escalation case within 24 hours and provide a status update every 48 hours until resolution. For persistent unresolved issues, you may request a formal review by our compliance officer, which typically takes 5–7 business days.