Support and Customer Service

Chat connects you directly to an agent for instant help with most account and platform questions. This channel works best for urgent matters that need quick answers.

• How to Access: Click the chat icon at the bottom right of any page after logging in
• Best Used For: Login problems, deposit confirmation, bonus activation, withdrawal status, game loading issues
• Availability: 24 hours daily in Bengali, English, and Hindi
• Response Time: Typically 1–3 minutes during standard hours, up to 10 minutes during high traffic periods
• Faster Results: Have your account ID ready, describe the issue in your first message, include screenshots if relevant

Email works well for detailed queries that need documentation or when you want a written record of the response. This method suits non-urgent matters that require thorough explanation.

• How to Contact: Send your query to [email protected] with your registered email address
• Best Used For: KYC document submission, transaction disputes, detailed bonus queries, account verification follow-ups, complaint escalation
• Contact Details: Use the subject line to categorise your issue (e.g., “Payment Issue” or “Account Verification”)
• Response Time: Standard replies within 6–12 hours, complex cases may take up to 24 hours
• Faster Results: Include your account ID in the email body, attach relevant screenshots or documents, write a clear subject line that describes your issue

Direct phone contact provides immediate voice assistance for users who prefer speaking over typing. This option helps when explaining complex situations or when immediate clarification is needed.

• How to Call: Dial the helpline number displayed in your account dashboard under “Contact Us”
• Best Used For: Urgent account lockouts, payment failures requiring immediate attention, security concerns, verification issues blocking access
• Contact Numbers: Bangladesh toll-free line available 24/7, regional numbers listed in the website footer, international callback service for verified users
• Response Time: Average wait time 2–5 minutes, priority queue for VIP members reduces wait to under 1 minute
• Faster Results: Call during off-peak hours (2 AM–8 AM Bangladesh time), have your registered mobile number and ID ready, prepare a brief description of your issue before calling

Messaging platforms offer convenient support through apps you already use daily. These channels suit quick questions and updates without needing to open the website.

• Available Platforms: Telegram (@1win_support_bd), WhatsApp (number in website footer), Facebook Messenger (@1winBangladesh), Twitter DM (@1win_BD)
• Best Used For: Promo code enquiries, app download links, bonus information, general platform questions, status updates on ongoing issues
• Contact Information: Search for official verified accounts only, avoid unofficial channels claiming to represent the brand, check the blue verification badge
• Response Time: Telegram and WhatsApp typically respond within 5–15 minutes, Facebook and Twitter may take 30–60 minutes
• Faster Results: Send concise messages, mention if you’ve already contacted another channel, provide your username (not password) if account-specific

Specialised technical assistance handles platform bugs, payment gateway errors, and app malfunctions. This department has tools to diagnose and fix system-level problems.

• How to Contact: Use the dedicated technical support email [email protected] or select “Technical Issue” in the live chat menu
• Handles These Issues: Game loading failures, bet placement errors, payment gateway timeouts, app crashes, login loops, display problems, bonus not crediting after conditions met
• Contact Methods: Priority email for tech issues, specialised chat queue with technical agents, callback option for severe disruptions
• Resolution Time: Simple fixes within 1 hour, payment-related issues within 4 hours, complex bugs requiring developer input within 24–48 hours
• Faster Results: Include device type and OS version, share error messages or codes, attach screen recordings if possible, note exact time the problem occurred, clear browser cache before reporting (may resolve the issue)

High-tier players receive dedicated service through exclusive channels for faster resolution and personalised assistance. This service level activates automatically when reaching VIP status.

• How to Access: VIP members see a priority contact button in their account dashboard, direct phone line provided via SMS after reaching Silver tier or above
• Who Qualifies: Players who reach Silver, Gold, Platinum, or Diamond VIP levels based on monthly wagering volume, thresholds displayed in the loyalty programme section
• Exclusive Features: Dedicated account manager for Platinum and above, priority queue in all contact channels, weekend support availability, callback service within 30 minutes
• Response Time: Live chat responses under 1 minute, email replies within 2 hours, phone callback within 15–30 minutes
• Additional Benefits: Direct contact with account managers via Telegram or WhatsApp, quarterly review calls to optimise your experience, early access to new features and games