charade Gaming Platform — QRIS Scan, e-wallet Virtual Account & mobile banking Deposit

Support channels

We at charade offer English support through live chat, email, and in-app help. Live chat is the fastest channel for urgent account issues, payment questions, or game-rule clarifications — responses typically arrive within minutes during business hours. Email support is ideal for detailed requests, data inquiries, or formal complaints; expect a response within a few hours to one business day. In-app help provides instant access to FAQs, game rules, and account guides without leaving the platform. Choose live chat for speed, email for documentation, and in-app help for self-service reference. All channels are staffed by English-speaking team members trained to handle account verification, payment troubleshooting, bonus inquiries, and withdrawal reviews.

Common request categories

Account login issues are among the most frequent requests — we help reset passwords, recover accounts, and troubleshoot two-factor authentication. KYC (Know Your Customer) verification questions come second; users often ask about document requirements, upload formats, and typical review times. Withdrawal reviews are the third major category; we explain the review process, typical windows, and what information speeds up approval. Technical issues — app crashes, payment-gateway errors, or browser compatibility — are handled with step-by-step troubleshooting. Bonus and promotion inquiries are common too; we clarify terms, eligibility, and how to claim offers. Finally, data-deletion and privacy requests are processed through our legal team with full compliance to local regulations. Each category has a standard response template to ensure consistency and clarity.

Response window expectations

Live chat responses typically arrive within subject to verification during our standard business hours (Monday to Friday, 9 AM to 6 PM local time). Email inquiries are answered within 4–24 hours depending on complexity and current volume. In-app help articles are available instantly. Account verification (KYC) reviews take subject to verification during business hours; submissions outside business hours are queued and reviewed the next business day. Withdrawal request reviews typically take a few hours to one business day once submitted. Payment processing times vary by method: DANA, OVO, GoPay, and ShopeePay typically process within subject to verification; QRIS and bank transfers take subject to verification. These are general expectations; actual times may vary based on network conditions, bank processing, and current system load.

Escalation flow

If a standard support response does not resolve your issue, you can request escalation to our senior support team. Escalations are typically handled within 24–48 hours and may involve account specialists, payment processors, or compliance officers depending on the issue type. To escalate, reply to your support ticket with a clear explanation of why the initial response did not help and what outcome you are seeking. Include any relevant transaction IDs, screenshots, or account details. Escalated cases receive priority review and direct communication from a senior team member. For formal complaints or disputes, we follow a documented escalation procedure outlined in our terms and conditions. Providing complete information upfront — account email, transaction details, dates, and a clear timeline — significantly speeds up the escalation process and increases the likelihood of a swift resolution.