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Support channels

wukongjitu provides multiple support channels to help you with account, payment, game, and technical questions. Our primary channel is live chat, available during business hours (9 AM to 11 PM UTC+7) via the in-app help button or website. Live chat offers real-time assistance and is ideal for urgent issues. For detailed requests or issues outside business hours, email our support team at [email protected] with your account email and a clear description of your concern. We typically respond within 24 hours on business days. In-app help and FAQs are available anytime and cover common topics such as account setup, deposit methods, game rules, and withdrawal procedures. Choose the channel that best fits your issue: live chat for quick answers, email for detailed requests, and in-app resources for self-service guidance.

Common request categories

Our support team handles four main categories of requests. Account requests include login recovery, password resets, two-factor authentication setup, and profile updates. KYC requests cover identity verification, document uploads, and verification status checks. Withdrawal requests involve processing delays, payment method changes, and transaction confirmations. Technical requests address game loading issues, app crashes, payment gateway errors, and browser compatibility. Each category has a standard review process. Account and technical issues typically resolve within 2–4 hours. KYC verification usually completes within subject to verification to 2 hours during business hours. Withdrawal requests are processed within the timeframe specified by your chosen payment method (typically subject to verification for DANA, OVO, GoPay, and QRIS). Provide relevant details such as transaction IDs, screenshots, or account email to speed up resolution.

Response window expectations

Response times on wukongjitu vary by request type and channel. Live chat responses are typically immediate during business hours, with average wait times under subject to verification. Email responses arrive within 24 hours on business days; weekend and holiday responses may take longer. Account and technical issues are prioritised and usually resolved within 2–4 hours. KYC verification is expedited and typically completes within subject to verification to 2 hours if documents are clear and complete. Withdrawal requests depend on your payment method: DANA, OVO, GoPay, and QRIS typically process within subject to verification; bank transfers may take 1–3 hours. Bonus and promotion inquiries are answered within 24 hours. Data deletion and account closure requests are processed within 5–10 business days in accordance with our privacy policy. During peak hours or holidays, response times may extend slightly. For time-sensitive issues, live chat is always the fastest option.

Escalation flow

If your initial support request is not resolved to your satisfaction, you can request escalation to our senior support team. Escalations are typically handled within 24–48 hours and receive priority review. To escalate, reply to your support ticket or live chat session and clearly state that you wish to escalate your case. Provide a summary of your issue, the steps already taken, and your desired resolution. Include any relevant documentation such as transaction receipts, screenshots, or previous support correspondence. Escalated cases are reviewed by our management team and may involve investigation into account history, payment records, or game logs. Escalations for account security issues, large withdrawal requests, or complex disputes receive the highest priority. Our goal is to resolve all escalations fairly and transparently within 48 hours. If you remain unsatisfied after escalation, you can contact our legal team via email for further review in accordance with our terms and applicable local law.