SUPPORT

How to reach us

Telegram is the fastest way to reach a real person. Message BitPlay directly on Telegram, especially if you're mid-deposit and something isn't working right.

For other issues, use the form on this page. Enter your details and describe your issue, and it will go straight to our support team. The how BitPlay works guide covers many basics without any waiting.

When you will hear back

If you use Telegram, a real person will reply. Responses are usually faster there, especially for deposit issues. The form works a bit differently. Your message goes into a queue, and you’ll get an email reply after someone reviews it. BitPlay doesn’t promise a set response time; it depends on how many messages are ahead of yours.

Try this first; it may be faster

My deposit has not arrived yet. Crypto deposits should be confirmed on the blockchain before they appear, so a short delay is normal. If you used express deposit, double-check that the amount, platform name, and email you entered are correct.

For a standard deposit, the deposit page shows your payment status.

I do not have a crypto wallet or address. This is common. It's not a dead end either. If you do not have a crypto address yet, we have a guide ready for you. Check the page to see how to get set up from the beginning, step by step, before you make a deposit.

I cannot log in to my account. Make sure you’re using the email and password you registered with. There are two different logins. One is your BitPlay email and password for the main site.

The other is for the game platform itself, like Fire Kirin, and you get that after you deposit. Check if you're using the right one.

My withdrawal is still pending. We review withdrawals before completing them. If it’s taking longer than expected, contact support with your username and about when you made the request.

I cannot access a gaming platform I deposited into. After your deposit clears, we email your platform credentials. Check your spam folder. If you didn’t get them, support can resend them.

Account safety and support

Your password stays yours. So does your wallet seed phrase and any recovery phrase. BitPlay support will never ask for any of them or ask you to send funds to unlock a withdrawal. If someone claiming to be BitPlay staff asks for any of those things, it’s not really us. Report it to support right away so we can check into it. If playing isn’t fun anymore, BitPlay’s responsible gaming page is a good place to go next.