Support

Live chat is the fastest way to reach the Mega Casino World support team. You can start a conversation in a few taps and get real-time answers.

• How to use: tap the chat bubble on the website or in the app. On mobile, find it in the bottom-right. If you cannot log in, use the chat link on the login screen and select Guest Chat. Have your registered email or username ready.
• Best for: login problems, failed deposits or withdrawals, KYC questions, bonus queries, game errors, or urgent account checks.
• Access and hours: chat is open 24/7. Languages: English and Bangla.
• Response time: first reply in 1–2 minutes for most queues. Complex cases may take longer while the agent investigates.
• Tips for faster answers: state the issue type first. Share your username and account ID. Add screenshots of errors, payment reference, and time of the incident. Tell the device, app or browser version, and internet type (Wi‑Fi or mobile). Keep the chat window open for follow-ups.
• Extra note: for responsible play or urgent account security, tell the agent “security check” to get priority.

Email is best suited for non-urgent matters or when documents are required. You can send a detailed message by email [email protected] and attach files.

• How to send: open Help Centre on the website and select Contact by Email. Use the form to send your message. You will receive a confirmation email from the desk. You can reply to that email to continue the thread.
• Best for: KYC documents, payment disputes, chargeback documents, responsible play requests, self-exclusion changes, and formal complaints.
• Support email: use the support email shown in your account under Support > Contact. Department routing is automatic based on category (General, Payments, KYC, Technical).
• Response time: first response in 6–12 hours for most days. Complex reviews may take 24–48 hours. You will get a ticket number for tracking.
• Tips for faster handling: add a clear subject like “KYC address proof” or “Deposit not credited”. Include username, account ID, date, time, amount, and payment method. Attach sharp images or PDFs under 5 MB each. Use one email thread per issue to avoid delays.
• Records: keep your ticket number to share in chat or on the phone for quicker lookup.

Phone support helps when you need to talk through an issue in real time. It is useful for high-stakes or time-sensitive problems.

• How to call: log in and go to Support > Call. The helpline number for Bangladesh shows there. A free number may appear for local carriers when available.
• Best for: urgent payment holds, account lockouts, responsible play requests, or when chat is difficult to use.
• Helpline details: the support number and any toll-free option are displayed after login to protect privacy. If a call-back is needed, enter your local number and a time window.
• Hours: standard hours 10:00–22:00 BST. A helpline number 24 7 may be offered during peak events.
• Wait times: typical wait 2–4 minutes. Resolution in one call for common questions. Complex cases may need follow-up by email.
• Tips for faster calls: have username, account ID, and last transaction reference ready. Call during off-peak hours (11:00–16:00 BST) when possible. Use a quiet line and keep your email open for any verification links.

Messaging and social channels are helpful when you prefer mobile apps. Use only verified links from the MCW website to stay safe.

• Platforms: WhatsApp, Telegram, Facebook Messenger, and X. Access the verified links in the website footer or Help Centre. Avoid unverified pages.
• Best for: quick status checks, simple account questions, chat follow-ups, and general guidance. Do not share full card numbers or passwords.
• Contact method: tap the platform icon in Support > Messaging. Your chat opens in the app you choose. A secure handoff pairs your account to the conversation.
• Response time: first reply in 5–15 minutes. For complex issues, you may be guided to chat or email for verification.
• Tips for safety and speed: start by sending your ticket number if you have one. Ask for the case reference. Verify the channel badge or handle from the website. Never pay money to anyone in DMs. Share only the last four digits of a card if asked.
• Language: service in English and Bangla when agents are available.

Technical support handles errors that block play or transactions. You can reach this team through chat, email, or phone routing.

• How to reach: open live chat and select Technical Support from the menu. Or use Help Centre > Technical request to send logs and screenshots. Phone agents can also route your call.
• Issues handled: login failures, 2FA or OTP not arriving, app update errors, game not loading, disconnections, bet settlement delays, deposit or withdrawal failures, and bonus not applying.
• Contact info: submit via chat or the technical webform. The system assigns the right queue. For escalations, use your existing ticket number so the team can join the same thread.
• Resolution times: first triage in 15–45 minutes. Simple fixes are same day. Payment gateway reviews may take 24–72 hours depending on the provider.
• What to include: error message text, screenshots or screen recordings, time of issue, device model, OS and app version, browser name and version, network type, and transaction IDs.
• Tips: restart the app, clear cache, and try a second network. Share steps to reproduce the error in short bullets. Keep logs under 10 MB per file.

Priority care gives faster access and a dedicated point of contact to eligible players in Bangladesh.

• Access: open the VIP tab in your account and select Priority Chat or Request a Call. Your account host can also be reached through the VIP inbox.
• Who qualifies: high-tier accounts based on recent activity and verified status. Qualification updates show in your profile.
• What gets priority: large payment reviews, high-stakes game questions, account security checks, travel or IP change verification, and fast KYC rechecks.
• Contacts: priority chat inside the VIP tab. A dedicated support number or free number may be shown for your tier.
• Response times: priority chat replies in under 60 seconds for most hours. Call-backs typically in 10–20 minutes.
• Tips to maximise service: keep KYC up to date, enable 2FA, and use the VIP category when opening tickets. Share your case ID to connect all threads to one queue.