Live chat is the fastest way to reach the support team. You can start a chat in the app or on the website at any time.

How to start

• Tap the Help icon in the app or the Chat bubble on the website.
• Pick a topic like account, payments, bonuses, or technical support.
• Type your question and send. Files and screenshots can be attached.

Best for

• Login issues, 2FA, or password reset.
• KYC document checks and quick status updates.
• Deposit or withdrawal questions.
• Bonus rules, wagering, and game availability.
• Urgent fixes during a live event.

Availability and languages

• 24/7 live chat.
• English, Spanish, Portuguese, German, French, Italian, Polish, Turkish, Russian, Hindi, Indonesian, Thai, Vietnamese, Japanese, Korean, Mandarin.
• If an agent is not available in your language, instant translation is used.

Average response times

• First reply: under 2 minutes.
• Complex review: 10–30 minutes.

Tips for faster answers

• Start the chat from a logged-in session to verify faster.
• Share your account ID, the affected game, and any error code.
• For payments, include method, last 4 digits (if card), and transaction time.
• Keep messages short and focused on one issue.
• The WinWin support team will never ask for your password.

Notes

• WinWin live support can transfer the chat to a specialist when needed.

Email is best for detailed questions or when sending documents. You can write at any time and receive a tracked case number.

Where to email

• General questions: [email protected] (customer support)
• KYC and verification: [email protected]
• Payments and finance: [email protected]
• Technical issues: [email protected]
• Responsible play and account limits: [email protected]
• Complaints and escalation: [email protected]

Best for

• KYC submissions (ID, address, payment proofs) as PDFs or images.
• Charge review, deposit not received, withdrawal status.
• Formal complaints and dispute records.
• Long technical logs or multi-step problems.

What to include

• Subject line: topic + account ID (example: "Deposit delay – 123456").
• Description: what happened, when, and steps already taken.
• Attachments: screenshots, error messages, receipts, or video if helpful.
• Device and app/browser version for technical support.

Response times

• First reply: 2–12 hours.
• Resolution: same day for simple issues; up to 3 business days for complex reviews.

Tips for faster service

• One issue per email thread.
• Attach clear images (JPG/PNG, under 5 MB each).
• Use the same email as the account to speed up verification.
• Keep personal data limited to what is requested.

Note

• WinWin customer service by email is available 24/7. Auto-acknowledgement includes your case number.

Phone support connects you to an agent for urgent or sensitive issues. The helpline number 24 7 is available in most regions.

How it works

• Call a support number below.
• Choose a topic in the voice menu.
• Quick security check: last 4 digits of phone or date of birth month and year.
• Get real-time guidance; the agent may follow up by email or SMS.

Best for

• Time-sensitive payment holds or limits.
• Account lockouts during live events.
• Urgent responsible play requests.

Numbers and hours

• Global free number: +800 9900 1122 (toll-free where supported)
• Europe: +356 2778 1105
• Americas: +1 888 997 4433
• Asia: +65 3158 1310
• Hours: 24/7 for all lines.

Expected wait and resolution

• Wait time: 2–7 minutes.
• Most calls resolve in 10–15 minutes; complex cases may need a callback.

Tips for faster calls

• Have your account ID and recent transaction details ready.
• Call during off-peak times (06:00–10:00 local) for shorter queues.
• Use a quiet line to pass verification quickly.

Notes

• The WinWin helpline number should be saved in your contacts for quick access.
• Do not share your password or full card number over the phone.

Messaging apps and social channels are helpful for quick check-ins and simple updates. Use them when you cannot log in but still need an answer.

Platforms

• WhatsApp: +44 7520 633000 (messages only)
• Telegram: @WW_SupportBot
• Facebook Messenger: m.me/WW.Support
• X (Twitter): @WW_Help

Best for

• Short account or payment status updates.
• Help finding the right contact or support email.
• Basic questions about promotions and rules.

Hours and response times

• Monitoring: 24/7.
• Typical reply: 15–60 minutes.

Tips for safe and effective messages

• Message from the phone number or profile linked to the account.
• Never share passwords or full payment details in chat.
• Provide your account ID and a brief summary.
• If the issue is urgent or complex, switch to live chat or phone.

Note

• The support team may move you to a secure channel for identity checks. WinWin live support remains the fastest route for urgent issues.

Technical support handles login problems, payment errors, app or website crashes, and game malfunctions. You can reach specialists through chat, email, or phone.

How to reach technical support

• Live chat: choose Technical Support as the topic.
• Email: [email protected]
• Phone: call any support number and select Technical in the menu.

Best for

• Login loops, 2FA not arriving, or account access errors.
• Failed deposits, stuck withdrawals, or duplicate charges.
• App crashes, lag, or pages not loading on the website.
• Support game issues: game not starting, disconnects, or bet settlement errors.

What to include

• Device, OS version, and app/browser version.
• Time of issue, location (country), and internet type (Wi‑Fi or mobile).
• Game or provider name and any error code.
• Screenshots or short screen recordings.

Response and resolution

• First response: 5–30 minutes in chat, 2–8 hours by email.
• Typical resolution: 1–24 hours; complex vendor cases may take 2–3 days.

Tips for faster fixes

• Reproduce the issue and note the exact time.
• Run a quick speed test and share ping/download if connection-related.
• Try another network or device and report results.

Notes

• The WinWin support team coordinates directly with payment and game providers when escalation is needed.

VIP and high-tier players receive priority routing across all channels. You can use dedicated lines for faster answers and proactive follow-up.

Access

• VIP live chat: toggle Priority in the chat launcher.
• VIP email: [email protected].
• VIP phone line: +800 9900 1199 (free number where supported).

Who qualifies

• Players in VIP tiers based on account history.
• Invited accounts and managed players.

Best for

• High-value payment reviews and limits.
• Time-critical account changes and travel notes.
• Dedicated technical support during major events.

Response times

• Chat: under 60 seconds.
• Phone: under 2 minutes.
• Email: under 2 hours.

Tips to get the most from priority service

• Set a Priority PIN in account settings for quicker verification.
• Keep preferred callback times and phone numbers up to date.
• Use one channel per issue to avoid delays.

Notes

• WinWin customer service may assign a dedicated manager for eligible accounts.