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Support channels

We at spaceman provide multiple ways to reach our support team — live chat, email, and in-app messaging. Live chat is fastest for urgent questions and technical issues; agents respond in subject to verification during business hours across all major time zones. Email support handles account recovery, KYC appeals, and detailed billing inquiries — expect a reply within 24–48 hours. In-app messaging works well for quick clarifications about game rules or payment status. Each support channel logs your conversation, so you can reference previous answers. If you need help in a specific language, our multilingual team supports English, Indonesian, Bengali, and several regional dialects. Select your language from the dropdown in the chat widget, and you'll be connected to an agent fluent in that language. Response windows remain consistent across language channels, so choosing your preferred language does not slow your answer.

Common request categories

Most account holders contact us about four main topics: login and account access, KYC verification and document handling, withdrawal review and processing, and game-specific rules. Login issues are usually resolved by resetting your password via email or confirming your mobile number — this takes subject to verification and does not require escalation. KYC verification requests are the second most common; we ask for a clear photo of your ID (passport or national card), proof of address (utility bill or bank statement), and sometimes a selfie holding your ID. Once submitted, documents are reviewed within subject to verification for standard cases; complex cases may take longer. Withdrawal requests are processed in the order received — standard payouts to DANA, OVO, GoPay, and QRIS settle within subject to verification after KYC approval. Game-related questions are answered by pointing you to the rule guide in your account, which explains odds, payout schedules, and bonus terms for each title.

Response window expectations

We track and publish response windows for transparency. Live chat typically responds within subject to verification during business hours (0800 to 2000 regional time, Monday through Sunday). Email queries are answered within 24–48 hours, with simpler requests often resolved sooner. KYC verification reviews take subject to verification for submissions with clear, complete documents; unclear photos or missing information may require a resubmission and restart the clock. Withdrawal payouts to your e-wallet or bank account process within subject to verification after your account is KYC-approved and your request is submitted. During peak periods — such as weekends, major sporting events like Liga 1 finals or Idul Fitri holidays, or immediately after new promotions launch — response times may extend by 10–non-specific info. You can check our current status and estimated wait times by visiting the Help Center or hovering over the chat widget in your account.

Escalation flow

If a support agent cannot resolve your issue, the ticket is escalated to a senior team member or specialist. Escalations are handled within 24–48 hours and may involve account investigation, payment tracing, or bonus terms review. To speed escalation, provide clear details: your account email, the date of the transaction in question, screenshots of error messages, and a description of what you've already tried. Escalated tickets are assigned a ticket number so you can track progress via email or in-app messages. For complaints about service quality or a feature request, submit feedback through the Help Center's suggestion form — this goes directly to our product team and typically receives acknowledgment within 5 business days. Account holds or withdrawal delays are escalated to our compliance team, which may request additional information to complete verification; these requests have a 3–5 day deadline for you to respond.