roam Mobile Gaming Platform — Quick Login, Push Notifications & Liga 1

Support channels

We at roam provide multiple contact channels to address your questions and requests. Live chat is available during standard business hours (09:00–21:00 UTC+7, weekdays and weekends) for immediate assistance with account, payment, or game-related queries. Email support is available 24/7; send your question to [email protected] and expect a response within 4–8 business hours. In-app help resources — including FAQs, video guides, and step-by-step walkthroughs — are always accessible without waiting. For security-sensitive issues (account compromise, fraudulent activity, or identity verification), we recommend live chat for faster escalation. Choose the channel that best suits your issue type: urgent account problems call for live chat; detailed documentation or record-keeping favours email; quick reference questions work well with in-app help.

Common request categories

Our support team handles requests across four main categories. Login and account access questions cover forgotten passwords, two-factor authentication, and device setup — these are typically resolved in subject to verification via live chat or within one email exchange. KYC and verification requests involve submitting identification documents and reviewing approval status; we process most verifications within subject to verification during business hours, though weekend submissions may see 24-hour review windows. Withdrawal and payment requests track the status of your cash-out, verify banking details, and address processing delays; these are prioritised for rapid review and typically resolved within subject to verification. Technical issues — such as game crashes, payment gateway errors, or app installation problems — are diagnosed and escalated to our technical team, often with resolution within 1–2 hours for high-priority items. Always include your account username and a clear description of the issue to speed up resolution.

Response window expectations

At roam, we set realistic expectations for response times based on channel and issue type. Live chat responses during peak hours (12:00–20:00 UTC+7) typically arrive within subject to verification; off-peak messages may see subject to verification waits. Email submissions receive initial acknowledgment within 4 hours and a substantive response within 8 business hours; complex issues involving multiple teams may extend to 16–24 hours. Account verification (KYC) submissions are reviewed within subject to verification on weekdays; weekend submissions queue for Monday–Tuesday review. Withdrawal reviews typically complete within subject to verification once submitted, though large or flagged withdrawals may require additional verification steps extending the window to 2–4 hours. Payment processing — the actual fund transfer from our system to your wallet — depends on your payment provider (DANA, OVO, GoPay, etc.) and typically occurs within subject to verification after approval. Weekend and holiday submissions may experience slower processing due to banking delays.

Escalation flow

If your initial request is not resolved to your satisfaction, we escalate your case through a structured process. Start by replying to your support message (live chat transcript or email thread) explaining the unresolved issue and requesting escalation. Your case is then assigned to a senior support agent or the resolution team, who reviews the full history and your concern. Escalation typically adds 24–48 hours to the response timeline. For disputes — such as a withdrawal marked as failed when funds never arrived — we gather evidence from both our payment partner and your bank, then issue a resolution within 5–7 business days. In rare cases involving potential fraud or regulatory questions, escalation may reach our compliance or legal team, extending resolution to 10–14 days. Throughout escalation, you receive status updates via email at least every 48 hours. Disputes involving significant amounts or account restrictions are treated with highest priority.