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Support channels

We at sgp pool operate multiple support channels to match your preferred contact method. Live chat on the platform offers the fastest responses — typically subject to verification during business hours. This channel suits urgent account issues, payment questions, and real-time game rule clarifications. Our email address is [email protected]; responses arrive within 4–8 hours on weekdays. Email works best for detailed account reviews, withdrawal concerns, or document-related queries that require written confirmation. In-app help centre provides self-serve guides on account setup, payment methods, and game rules — browse this first for common questions. For account-security concerns, use the in-app "Report a Problem" form; these are routed to our fraud team immediately. Choose live chat for speed, email for documentation, and self-serve for learning.

Common request categories

Most queries at sgp pool fall into four types. Login and password issues require your registered email and a description of the error — we reset credentials within 2 hours. KYC (Know Your Customer) verification typically asks for an ID document photo and address proof; upload both via Account Settings, and our team reviews them in subject to verification. Withdrawal reviews can take 12–48 hours if we need additional verification — especially for first withdrawals or large amounts — so plan ahead and reply quickly to any follow-up requests. Technical issues — game loading, app crashes, payment failure — require your device type, operating system, and a screenshot; our team replicates the issue and usually resolves it within 24 hours. Tag your request urgently if it blocks you from accessing funds or playing.

Response window expectations

Response windows at sgp pool depend on request type and the time of submission. Live chat offers subject to verification responses from 09:00 to 23:00 (Jakarta time), Monday to Sunday. Outside these hours, your message queues and receives a response within 2 hours of reopening. Email queries arrive within 4–8 hours on weekdays; weekend and holiday responses may take 12–24 hours. Account-verification requests take 12–48 hours, depending on document quality and our review queue. Withdrawal processing starts within 2 hours of approval, with DANA and QRIS settling in under subject to verification, and bank transfers completing within one business day. Never expect instant resolution on complex issues — provide complete information upfront to avoid back-and-forth delays.

Escalation flow

If your initial support ticket does not resolve your issue within 24 hours, ask to escalate. Use the "Request escalation" button in your ticket or mention escalation in your follow-up email. Escalation moves your ticket to a senior team member with access to deeper account history and cross-departmental tools. Escalated tickets receive a response within 4–6 hours. Include in your escalation request: your ticket number, a one-line summary of the unresolved problem, and the specific outcome you need. Provide screenshots, transaction IDs, or game session logs if relevant — these speed investigation. Escalation is appropriate for withdrawal delays, repeated game crashes, or billing discrepancies. Most escalations resolve within 48 hours; critical account-access issues may be fast-tracked to resolution within 12 hours.