Get help fast and safely in Ghana

Live chat is the quickest way to talk to a support agent. Use it for urgent or simple questions.

• How to start chat:
  • On the website: select the chat icon at the bottom of the screen.
  • In the app: open Menu, then Help, and tap Chat.
  • If you are not signed in, provide your email or phone so the agent can find your account.
• Best use cases:
  • Login or password reset help.
  • KYC status and document checks.
  • Deposit not showing, withdrawal pending, or bet settlement questions.
  • Promo or bonus explanations, limits, and responsible gaming tools.
• Availability and language:
  • Live chat runs 24/7.
  • Support is in English for Ghana-based players.
• Expected response time:
  • First reply in about 1–2 minutes during most hours.
• Tips for faster answers:
  • Sign in before starting chat and confirm your username.
  • Write a short summary first, then share details.
  • Attach clear screenshots of any error or receipt.
  • Keep one issue per chat to speed up handling.
  • This is the quickest route to 1win live support.

Email is best for detailed cases, documents, or when you need a written trail.

• How to send email:
  • Use the Contact Support form in the Help Centre to get the correct address for Ghana.
  • Send from your registered email. Include your username and contact number.
  • Add a clear subject, for example: Ghana – KYC verification, Ghana – Deposit trace, Ghana – Complaint.
• Best use cases:
  • KYC document submission and account verification.
  • Payment investigations and charge disputes.
  • Formal complaints or self-exclusion requests.
  • Multi-bet settlement reviews where attachments are needed.
• Contact details:
  • Use the support email shown on the website’s Contact page or in your account.
  • Attach files in JPG or PDF if possible.
• Expected response time:
  • First review in 1–12 hours; complex cases may take up to 48 hours.
• Tips for faster handling:
  • One topic per email thread.
  • Include transaction IDs, bet slip IDs, and timestamps in GHS time (GMT).
  • Add device info if it is a technical question.
  • Keep your reply in the same thread so 1win customer service can follow history.

Prefer to talk? Phone support connects you to an agent for time-sensitive issues.

• How to call:
  • Open the Contact page or Help Centre and tap Call to see the Ghana support number.
  • The screen will show the current support number and hours for your region.
• Best use cases:
  • Urgent account lockouts or two-step verification reset.
  • Deposit deducted but not credited, or urgent withdrawal questions.
  • Changing contact details when you cannot access email.
• Contact details and hours:
  • Use the helpline number shown in the app or website. If a free number is displayed, calls are free on supported networks.
  • Hours can vary by day. If the helpline number shows 24/7, you can call anytime.
• Expected response time:
  • Typical wait 1–5 minutes. Many issues are solved on the call.
• Tips for faster calls:
  • Have your username, date of birth, and last deposit amount in GHS ready.
  • Keep a recent transaction reference or bet slip ID at hand.
  • Calling outside peak hours can reduce waiting time.
  • Save the 1win helpline number in your phone to dial faster next time.

Messaging apps are helpful for quick check-ins and general questions. Account-specific help may move to chat or email for security.

• Platforms supported:
  • WhatsApp, Telegram, Facebook Messenger, and X (Twitter).
• How to reach the right account:
  • Only use links from the website footer or inside the app profile to avoid impostors.
  • Look for the verified badge where available.
• Best use cases:
  • Quick status checks on ongoing tickets.
  • Service updates or reporting a broken page.
  • Simple questions that do not need documents.
• Expected response time:
  • Usually 15–60 minutes. During busy events it can be longer.
• Tips for effective messaging:
  • Start with your username and a short summary.
  • Share a screenshot if it helps explain the issue.
  • Do not share full card numbers, wallet PINs, or passwords.
  • Keep the conversation in one thread until the issue is closed.

Technical support handles errors, failed payments, and issues that need investigation.

• How to contact technical support:
  • Start a chat and ask the agent to open a technical ticket.
  • Or email using the Technical category in the Help Centre.
  • You will receive a ticket ID and progress updates by chat or email.
• Issues handled:
  • Login loops, OTP not arriving, or account access problems.
  • KYC upload failures or document rejection errors.
  • Deposit deducted but not credited, withdrawal delays, or currency mismatch.
  • Game crashes, bet slip not loading, or app not updating.
• Contact details:
  • Use live chat for fastest triage; ask for escalation to the technical queue.
  • For email, include “Technical” in the subject.
• Expected timelines:
  • Initial triage in 15–60 minutes.
  • Fix times vary: app or game issues often within 1–24 hours; payment traces depend on the provider.
• Tips to speed things up:
  • Include screenshots or screen recordings of the error.
  • Add exact timestamps (GMT), amount in GHS, and any transaction or bet IDs.
  • Share device model, OS version, app version, browser type, and network type.
  • Keep the ticket open in one channel so the 1win support team can track history.

VIP and high-tier players can access priority queues and a dedicated manager once eligible.

• Accessing priority support:
  • If eligible, a VIP section appears in your account. Use the VIP chat tile or request a call-back.
  • A manager may contact you to confirm your preferred channel.
• Best use cases:
  • Higher-limit withdrawals, account reviews, or event-related questions.
  • Time-sensitive payment checks and escalations.
• Contact details and hours:
  • VIP chat and call-back options are shown inside the VIP area.
  • Hours and channels can vary; the VIP tab shows the current options.
• Expected response time:
  • First reply in about 1 minute in VIP chat during active hours.
  • Call-backs are usually within 15 minutes when requested.
• Tips to get the most from VIP care:
  • Keep KYC fully verified and contacts up to date.
  • Maintain one active ticket per issue.
  • Ask your manager how to reach priority chat during major events.
  • Qualification is reviewed regularly by 1win based on account status.