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Support channels

We at unobet offer three primary support channels to help with account issues, payment questions, and gameplay guidance. Live chat is the fastest option for urgent matters — our team responds within subject to verification during business hours (09:00–22:00 Indonesian time). Email support is available 24/7; submit a ticket via the help section and expect a response within 24 hours. In-app help provides quick links to FAQs, game rules, and account settings without leaving the platform. Each channel staff member is trained to handle queries in English and can escalate complex issues (such as account lockouts, payment disputes, or withdrawal delays) to a specialist team. Choose live chat for speed, email for detailed explanations, and in-app help for quick self-service answers. Our support team never asks for your password or full ID number in chat — always verify the sender's identity before sharing sensitive data.

Common request categories

Our support team handles four main categories of requests. Login and account access issues include forgotten passwords, two-factor authentication setup, device authorization, and account recovery. We can reset your password via email, guide you through two-factor setup on your phone, and help you authorise new devices. KYC (Know Your Customer) and verification questions cover identity verification delays, document rejection, and account restrictions pending verification. If your verification is stuck, we check your submission status and advise on resubmission if needed. Withdrawal and payment queries include withdrawal delays, failed transactions, payment method errors, and payout cancellations. We investigate withdrawal status, explain review windows (typically subject to verification for most methods), and reprocess failed transactions. Technical and gameplay questions cover app crashes, login timeouts, game loading errors, game rule clarification, and bonus-term questions. We troubleshoot app issues by clearing cache, updating the app, or switching devices. All requests receive a clear, documented response; you can download a copy from your support ticket history.

Response window expectations

We at unobet maintain standard response windows for different issue types. Urgent account security issues (unauthorised access, suspected fraud, account lockout) receive a response within 2 hours during business hours and 4 hours outside hours. Payment issues (failed deposit, withdrawal delay, missing funds) are typically reviewed within 4 hours during business hours and 24 hours for after-hours submissions. KYC and verification questions are processed automatically when documents are clear; manual review takes 24–48 hours if documents require clarification. General gameplay, bonus term, and FAQ questions are answered within 12 hours. All timelines are expressed as "typically" or "standard" — we do not guarantee exact response times, as complex cases may require additional investigation. During high-volume periods (major football events like Liga 1 finals or Idul Fitri holiday), response times may extend slightly. You can check your ticket status anytime from your account's support section.

Escalation flow

If your support request requires specialist review, our team escalates it automatically. First-level support (live chat and email) handles common questions and troubleshooting. If an issue is not resolved within the first response, the ticket is flagged for escalation to a senior agent or specialist team (e.g. payment operations, account security, compliance). Escalated tickets receive a detailed investigation and a follow-up response within 24–48 hours. To help the escalation process, provide clear information: your account email, the date and time of the issue, transaction ID (for payment issues), screenshots or error messages (for technical issues), and a concise description of the problem. Attach any supporting documents (bank confirmation, email receipt, app screenshot). Our escalation team at unobet uses this information to investigate thoroughly and provide a resolution or explanation. If you remain unsatisfied after escalation, you can request a final review by our management team — response time is typically 5–7 business days.