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Support channels

hunters offers customer support via three primary channels tailored to different request types. Live chat is embedded in the hunters web interface and mobile app, providing real-time answers to account, deposit, withdrawal, and game-rule questions. Our live-chat team responds in English and regional languages during business hours (08:00–22:00 local time). For detailed or formal requests — such as data-deletion reports, withdrawal disputes, or compliance inquiries — email support at [email protected] ensures your message is documented and escalated appropriately. Email responses typically arrive within 24–48 hours on weekdays. In-app messaging allows you to open support tickets without leaving the platform; this is ideal for reporting technical bugs or requesting account adjustments. For urgent security issues (suspected unauthorized access or fraudulent transactions), always use live chat so a specialist can respond within 2 hours and begin an investigation immediately.

Common request categories

Login issues rank among the most frequent support queries. If you forget your password, use the "Forgot Password" link on the login page to reset via email verification. If your email is no longer accessible, live chat can walk you through alternate identity verification (ID photo, registered phone number) to regain access. KYC verification questions come next: hunters requires proof of identity (passport, national ID, or driver's license) and proof of address (utility bill, bank statement, or rental lease dated within 3 months). KYC review typically completes within 2 hours; some cases may take up to 4 hours if documents are unclear. Withdrawal requests that are delayed or stuck in review usually require a compliance check, especially if the withdrawal amount is large or the account is new. Provide your hunters transaction ID and registered email so support can locate your request in the queue. Technical issues — game crashes, video buffering in live-dealer studios, or payment gateway timeouts — are resolved by our technical team; provide your device model, browser version, and internet speed (or network name like "Telkom 4G") to help us diagnose the issue faster.

Response window expectations

Live chat is our fastest support channel and should be your first choice for time-sensitive questions. During peak hours (18:00–23:00), live-chat wait times may reach subject to verification, so patience is appreciated. Outside peak hours, live-chat responses typically arrive within subject to verification. Email support operates on a 24–48 hour turnaround on weekdays; replies may be delayed by one extra day if your query arrives on Friday evening or during a public holiday. Account verification (KYC) and withdrawal review are asynchronous processes; once you submit documents, hunters's compliance team works through the queue in order. Simple verifications (clear photo, recent address proof) complete within 2–4 hours. Complex cases — such as large withdrawals, flagged transactions, or incomplete documents — may take 24–72 hours as the team reviews your account history. Never assume silence means rejection; if you do not hear back within the stated window, use live chat to check your ticket status. Data-deletion requests are handled separately and carry a 30-day legal processing window, even if no further action is taken on your account.

Escalation flow

If your initial support request does not resolve your issue, escalation is available. When you reply to a support ticket with additional details or frustration, your message is automatically flagged for a senior agent or supervisor to review. Escalations are prioritized and typically assigned within 12–24 hours. To speed up escalation, provide your hunters account ID, the original ticket number, a clear description of what went wrong, and the specific outcome you are seeking (e.g., "refund my deposit of X amount" or "unlock my account for withdrawal"). For complaints about unfair game outcomes, provide the game name, session date/time, and your hunters transaction ID; our risk team can pull the game logs and confirm the result was fair. If you believe hunters has violated its terms or treated you unfairly, escalate in writing (via email) so there is a formal record. Escalated cases are reviewed by a manager within 3–5 business days. If escalation does not resolve the matter, hunters's compliance office is the final internal step; you may also seek external resolution via the terms-and-conditions dispute clause, though internal resolution is faster and preferred.