Help in Nigeria: chat, email, phone, and messaging

Live chat is the fastest way to reach the support team. Use it for quick fixes and real-time guidance from the Pin-Up support team.

How to access chat

• Log in, open Help Centre, then tap Live Chat.
• On mobile, tap the chat bubble at the bottom of the website.
• If you cannot log in, use Chat as Guest from the login screen if available.

Best use cases

• Deposit or withdrawal questions.
• Bet settlement or cash out issues.
• Verification status (KYC) and document checks.
• Bonus terms and active promotions.
• Account changes and security reviews.

Hours, languages, and response

• Hours: 24/7 live chat support.
• Languages: English, Nigerian Pidgin.
• First response: usually 1 to 3 minutes.
• Resolution: simple cases on the spot; complex cases may move to email.

Tips for faster answers

• Share registered email or phone and your account ID.
• State the issue in one line first, then add details.
• Attach screenshots of errors, receipts, or bet IDs.
• Keep the chat window open; note the ticket number.
• Do not share your full password, OTP, card PIN, or CVV.

Email support is best for detailed cases, records, and attachments. It suits anything that needs a written trail.

How to send an email

• Use the Contact Form in your account under Help Centre.
• If a support email is shown in your profile, send from your registered address.
• Subject line: include topic and account ID, for example, “KYC Update – 123456”.
• Include dates, amounts, device, screenshots, and any error messages.

Best use cases

• KYC and account verification documents.
• Payment disputes and charge queries.
• Responsible gaming requests and limits.
• Formal complaints or regulatory requests.
• Game logs or session reviews.

Hours and response

• Hours: 24/7 customer service queue.
• Response time: usually 2 to 12 hours; complex reviews may take longer.
• You will get a ticket number for tracking.

Tips for quicker handling

• One ticket per issue; avoid duplicate emails.
• Use a clear subject and bullet points.
• Attach sharp, readable files under the size limit.
• Keep replies in the same email thread to preserve history.
• Mention your preferred contact channel for follow-up.

Phone support helps when you need a human voice for urgent or sensitive matters. A call-back option may be available in Nigeria.

How calling works

• Open Help Centre and choose Call Back or Helpline.
• The support number or free number will show only inside your account for safety.
• Enter a reachable phone number and best time to call.
• Expect a short verification at the start of the call.

Best use cases

• Time-sensitive payment holds.
• Urgent account lock or security checks.
• Guidance for high-value withdrawals.
• Accessibility assistance.

Hours and response

• Hours: call-back runs on a daily schedule shown in your account.
• Wait time: usually 5 to 15 minutes after a call-back request.
• Resolution: many issues resolved during the first call; complex cases may move to email for records.

Tips for faster phone support

• Have your account ID, registered email, and last deposit method ready.
• Call from your registered number when possible.
• Ask for the ticket number at the end.
• Do not share OTP, full card number, CVV, or PIN.
• If the helpline number 24 7 is not shown, use live chat.

Messaging support helps for general questions and service updates. Use only verified links from the website to avoid fake accounts.

Where to contact

• WhatsApp: tap the verified link in the website footer or in-app Help.
• Telegram: use the official link in Help Centre.
• Facebook Messenger and X (Twitter): follow the verified pages from the website only.
• Do not trust numbers or handles found in comments or search results.

Best use cases

• Quick questions about features, app updates, or maintenance.
• Service status, promos info, and light troubleshooting.
• First guidance before moving to secure chat or email for account-specific help.

Hours and response

• Hours: monitored daily; schedules vary by platform.
• First reply: usually 1 to 4 hours.
• For account data or payments, you may be asked to switch to in-site chat or email.

Tips for safe messaging

• Start from the website link to confirm it is the real page.
• Do not post or send personal data in public comments.
• Ask for your ticket number when moved to chat or email.
• If you get a suspicious message, report it in live chat.

Technical support helps fix errors, app issues, and failed transactions. Use it when something does not load or work as expected.

How to reach technical support

• Open Live Chat and choose Technical Support in the topic menu.
• Use the Contact Form and select Technical as the category.
• Attach logs, screenshots, or short screen recordings if possible.

Common issues handled

• Login errors, 2FA or OTP not arriving.
• Game not loading or freezing.
• Bet slip stuck or duplicate submissions.
• Payment timeouts or pending transactions.
• App install, update, or crash issues.

Hours and response

• Hours: 24/7 queue.
• First triage: 15 to 60 minutes for urgent outages.
• Fix time: instant to 24–48 hours depending on complexity and third parties.

Tips for faster fixes

• Share device model, OS version, app version, browser, and network.
• Time and date of the issue, transaction ID, bet ID if any.
• Steps to reproduce the problem.
• Try another network, clear cache, or update the app and note the result.
• Keep your phone available for call-back if needed.

VIP and high-tier players get priority handling, faster routing, and dedicated contacts. Access depends on status and activity.

How to access priority support

• Open the VIP tab in your profile to see your manager’s contact.
• Use the priority chat entry shown in the VIP area.
• A dedicated email or support number may be listed for your tier.

Who qualifies and what gets priority

• Players on higher loyalty tiers or by invite.
• Large withdrawals, bet disputes, and time-critical issues.
• Account reviews and travel-related access needs.

Hours and response

• Priority chat: usually under 1 minute.
• Call-back: typically 5 minutes or less during VIP hours.
• Email: moved to the front of the queue.

Tips to get the most value

• Keep VIP notifications on for updates from your manager.
• Use the priority channel shown in your account to avoid delays.
• Confirm your preferred call times.
• Maintain account verification to speed up payouts.

Security reminder for all channels

• Support will never ask for your full password, card CVV, or OTP.
• Share documents only through the website or app upload tools.
• Check that the website address is correct before you sign in.
• If unsure about any contact, open live chat from the website to confirm.