Customer Service FAQ Flow [EN]

1. Fiat Transactions

1.1. Fiat Deposits

1.1.1. Cannot Make Deposit

1.1.1.1. Unable to Complete Verification

1.1.1.2. Channel Maintenance

1.1.1.3. Other

1.1.2. Deposit not received > 2 hours

1.1.3. Deposit not received < 2 hours

1.1.4. Incorrect Deposit Amount

1.1.5. Duplicate Order Usage

1.1.6. Inquire about Deposit Bonus

1.2. Fiat Withdrawals

1.2.1. Cannot Make Withdraw

1.2.1.1. Unable to Complete Verification

1.2.1.2. Channel Maintenance

1.2.1.3. Other

1.2.1.4. Permission Denied

1.2.2. Withdrawal > 24 hours

1.2.3. Withdrawal < 24 hours

1.2.4. Incorrect Bank Information

1.2.5. Withdrawal Failed, Not Refunded

1.2.6. Withdrawal Successful, Not Received

2. Crypto Transactions

2.1. Crypto Deposits [Option to choose deposit network]

2.1.1. Cannot Make Deposit

2.1.1.1. Channel Maintenance

2.1.1.2. Other

2.1.2. Deposit not received > 2 hours

2.1.3. Deposit not received < 2 hours

2.1.4. Incorrect Chain Used

2.1.5. No Memo Entered

2.1.6. Used Smart Contract

2.1.7. Inquire about Deposit Bonus

2.2. Crypto Withdrawals [Option to choose deposit network]

2.2.1. Cannot Make Withdraw

2.2.2. Withdrawal > 8 hours

2.2.3. Withdrawal < 8 hours

2.2.4. Withdrawal Failed, Not Refunded

2.2.5. Refund after Successful Withdrawal

3. Game Issue

3.1. Connectivity Problems

3.1.1. Cannot Connect to Game Server [If Client chooses this option, then Bot will ask: "Have you already created a ticket for your issue?"]

3.1.1.1. Follow up on my ticket

3.1.1.2. Without Ticket

3.1.2. Disconnected During Gameplay

3.1.3. Display Error Message

3.2. Gameplay Problems

3.3. Cannot Use Bonus Money

4. Persnoal Verification Issue

4.1. Basic KYC

4.1.1. Verification Not Completed

4.1.2. Verification Failed

4.1.3. Unable to Submit Documents

4.1.4. Document Not Accepted

4.1.5. Unable to Perform Facial Recognition

4.2. Advanced KYC

4.2.1. Verification Not Completed

4.2.2. Verification Failed

4.2.3. Unable to Submit Documents

4.2.4. Document Not Accepted

4.2.5. Unable to Perform Facial Recognition

4.2.6. Address Proof Not Approved

5. Bonus Issue

5.1. No Bonus Received [Add our own Bonuses]

5.1.1. Rakeback (Deposit Bonus)

5.1.2. Recharge Bonus

5.1.3. Lucky Spin

5.1.4. Quest Hub

5.1.5. Weekly Bonus

5.1.6. Monthly Bonus

5.1.7. Sport Weekly Bonus

5.1.8. Rain

5.1.9. COCO Bonus

5.1.10. Level Up Bonus

5.1.11. Roll Competition

5.1.12. Newbie Bonus

5.1.13. Promotion Bonus

5.1.14. Special Email Bonus

5.1.15. Other Bonus

5.2. Unable to Claim Bonus [Add our own Bonuses]

5.2.1. Rakeback (Deposit Bonus)

5.2.2. Recharge Bonus

5.2.3. Lucky Spin

5.2.4. Quest Hub

5.2.5. Weekly Bonus

5.2.6. Monthly Bonus

5.2.7. Sport Weekly Bonus

5.2.8. Rain

5.2.9. COCO Bonus

5.2.10. Level Up Bonus

5.2.11. Roll Competition

5.2.12. Newbie Bonus

5.2.13. Promotion Bonus

5.2.14. Special Email Bonus

5.2.15. Other Bonus

5.3. Incorrect Bonus Amount

5.4. Unable to Send Tip

5.4.1. Kindly send an e-mail to **Win Game Support Email** together with the following information: Subject: Account at Risk request for unlock 1. Registered Email Address (if any) 2. Registered Phone Number (if any) 3. Screenshot of deposit proof from the main source of funds 4. WinGame Username or UID 5. Commonly used IP Address 6. Commonly used device Note (1) - The email must be sent from the email address registered to your WinGame account Note (2) - Phone number must include the international code format, e.g., (+XX)XXXX-XXXX Note (3) - If you deposited through Crypto, the deposit screenshot must include TXID information Please be patient, it could take up to 1 week for the email team to respond. Thank you!

5.5. Unable to Redeem Bonus Code

5.6. Check Ticket Progress

6. Account Issue

6.1. Account Access

6.1.1. Account Risk

6.1.1.1. Kindly send an e-mail to **Win Game Support Email** together with the following information: Subject: Account at Risk request for unlock 1. Registered Email Address (if any) 2. Registered Phone Number (if any) 3. Screenshot of deposit proof from the main source of funds 4. WinGame Username or UID 5. Commonly used IP Address 6. Commonly used device Note (1) - The email must be sent from the email address registered to your WinGame account Note (2) - Phone number must include the international code format, e.g., (+XX)XXXX-XXXX Note (3) - If you deposited through Crypto, the deposit screenshot must include TXID information Please be patient, it could take up to 1 week for the email team to respond. Thank you!

6.1.2. Unable to Reset Password

6.1.2.1. Please send an e-mail to **Win Game Support Email** together with the following information: Subject: Password Recovery 1. Registered Email Address (if any) 2. Registered Phone Number (if any) 3. Screenshot of deposit proof from the main source of funds 4. WinGame Username or UID 5. Commonly used IP Address 6. Commonly used device Note (1) - The email must be sent from the email address registered to your WinGame account Note (2) - Phone number must include the international code format, e.g., (+XX)XXXX-XXXX Note (3) - If you deposited through Crypto, the deposit screenshot must include TXID information Please be patient, it could take up to 1 week for the email team to respond. Thank you!

6.1.3. Lost My Authentication Device

6.1.3.1. Please send an e-mail to Wingame Support together with the following information: Subject: Request to Reset 2FA 1. Registered Email Address (if any) 2. Registered Phone Number (if any) 3. Screenshot of deposit proof from the main source of funds 4. WinGame Username or UID 5. Commonly used IP Address 6. Commonly used device Note (1) - The email must be sent from the email address registered to your WinGame account Note (2) - Phone number must include the international code format, e.g., (+XX)XXXX-XXXX Note (3) - If you deposited through Crypto, the deposit screenshot must include TXID information Please be patient, it could take up to 1 week for the email team to respond. Thank you!

6.1.4. Unable to Bind Information

6.1.5. Security Concerns

6.1.6. Self Exclusion

6.2. Technical Support

6.2.1. Unable to Log In

6.2.1.1. Follow up on my ticket

6.2.1.2. Without Ticket

6.2.2. Unable to Access Website

6.2.3. Unable to Receive Verification Code

6.2.4. Report a Bug

6.2.5. Error Messages or Codes

6.3. General Issues

6.3.1. Rollover Issues

6.3.2. Muted in Chat Room

6.3.3. Medal Not Received

6.3.4. Other

6.4. Affiliate

6.4.1. Failed to Invite

6.4.2. Commission Not Received

6.4.3. Unable to Claim Commission

6.5. Wallet

6.5.1. Unable to BC Swap

6.5.2. Vault Pro Issue

6.5.3. NFTs Issue

6.5.4. Fiat Transfer

6.5.5. Crypto Transfer