Thunderpick provides 24/7 customer support for South African players through live chat and email channels. The support team assists with account queries, payment issues, bonus questions, technical problems, and responsible gaming concerns.
Live chat represents the fastest contact method. Click the chat icon in bottom-right corner of any page - available 24 hours daily, 7 days weekly. Average response time sits under 2 minutes; support agents handle multiple languages including English.
Email support operates through service@cs.thunderpick.io for general inquiries and support@thunderpick.io for technical matters. Response times average 4-8 hours during business days, up to 24 hours on weekends. Include your account username and detailed issue description for faster resolution.
South African players experience no delays compared to other regions. Time zone differences mean late-night Cape Town hours align with European business hours - ensuring agent availability regardless when you contact them.
Account verification queries rank as most frequent contact reason. Players typically reach out regarding KYC document status, acceptable ID formats, or verification timeframes. Support provides upload links and clarifies requirements - South African ID books, driver's licenses, and passports all accepted.
Payment issues generate substantial support volume. Crypto deposit delays, withdrawal processing times, payment method availability for ZAR, and transaction confirmation questions. The team checks blockchain status for crypto transactions or contacts payment processors for fiat issues.
Bonus terms confusion prompts many inquiries. Players ask about wagering requirements, eligible games, bonus activation procedures, and expiry dates. Support explains specific terms applicable to your bonus and tracks rollover progress.
Technical problems include login difficulties, game loading failures, mobile compatibility issues, and bet settlement disputes. Support troubleshoots browser settings, cache clearing, and escalates unresolved technical matters to development team.
FAQ section covers 80+ common questions organized by category - accounts, payments, bonuses, betting rules, responsible gaming. Search functionality helps locate specific topics quickly. Most basic queries find answers without contacting support.
Help guides provide step-by-step instructions for deposits, withdrawals, KYC verification, and bet placement. Screenshots illustrate each step. Crypto help portal explains wallet addresses, transaction IDs, and blockchain confirmation processes.
Transaction history within your account shows all deposits, withdrawals, bets, and bonus activities. Check pending transactions before contacting support - many perceived issues resolve automatically as transactions process.
Live chat aims for under 2-minute wait times during peak hours, near-instant responses during quiet periods. Complex issues requiring account review may take 10-15 minutes as agents investigate.
Email responses target 6-hour turnaround for urgent matters like withdrawal delays or account access problems. General inquiries receive replies within 24 hours. Attach screenshots or transaction IDs to expedite investigation.
Follow-up support tracks your case if initial contact doesn't resolve the issue. Reference previous ticket numbers when continuing conversations - this loads your history for the agent.
Escalation procedures exist for unresolved complaints. Request supervisor review if you're unsatisfied with initial response. Compliance team handles serious disputes or regulatory concerns.
