If you made a ticket with us prior to September 18th 2023, you would have used our old system. If you did not receive a reply to this ticket, please do not anticipate one as we do not hold access to these tickets and went through each one before closure of our last system. 

If you've made a ticket with our team through a form or live chat, you likely haven't received a response because our team has yet to reach your inquiry. Please do not worry, our agents are working as quickly as possible to get to you.

When should I expect to receive a response?

If you have submitted a ticket through live chat and the bot you were in contact with has informed you that they have passed your ticket through, then you should expect to receive a response in as little as 20 minutes to an hour. However, if the ticket requires substantial investigation, our team can take up to 72 hours to respond. 

If a ticket has been submitted through a form that requires a response, you can also expect a response within 72 hours. 

Under what circumstances would I not receive a response?

• You have submitted a form, such as a suggestion form, that states you will not receive a response.
• You have submitted a bug report where a response is not required, such as the issue not being a bug, or we have enough information to pass it on to our engineers for resolution. 
• You have submitted a player report, to which we do not respond to maintain privacy for the user reported.
• You tried to bypass a queue to get help for an unrelated issue to that queue. 
• You are abusing or spamming our support systems.
• You continue to submit tickets for the same question despite our initial answer being the only solution we can provide.
• You have requested assistance regarding Toy Codes, which we cannot assist with. Please review our articles here to find out more.

Will I get a faster response by submitting more tickets?

No, in reality, this causes more delays. We handle the oldest tickets first, so newer tickets get pushed to the back. As such, creating further tickets only makes your case more recent and, therefore, handled later. This only occurs in terms of forms; with live chat, you can create only one ticket at a time. 

Can I get a final reply from a human instead of a bot?

Our bots are clearly labelled with "Bot" to ensure that you know when you are talking to a bot instead of an agent. They're extremely helpful in guiding you and collecting information to ensure that you get the answer you're looking for, or if you need an agent, they've gathered enough information so our agents can dig straight in. Our bots can answer queries and will only direct you through to our agents if it is determined there is a need for one, or they may deny your request if you do not meet criteria, such as too much time has passed on a date.