Get the Help You Need, Anytime
Need support? You can reach the team through live chat, email, phone, or messaging apps like Telegram and WhatsApp. Support operates 24/7 in English and French. Expect responses within minutes on chat, or a few hours via email.
Live Chat – Instant Answers When You Need Them
Live chat connects you directly with a support agent in real time. It’s the fastest way to resolve account issues, verify deposits, or troubleshoot login problems.
- How to access it: Click the chat icon in the bottom-right corner of the website or app. Available 24/7.
- Best for: Quick questions, payment confirmations, bonus inquiries, and account verification.
- Languages supported: English and French.
- Response time: Usually under 2 minutes during peak hours, instant during off-peak.
- Tip for faster help: Have your account username and a clear description of the issue ready before starting the chat.
Email Support – For Detailed Issues and Documentation
Email is ideal when you need to attach documents, explain a complex problem, or require a written record of your conversation.
- How to use it: Send your message to support@pinco.ca. Include your username, registered email, and a detailed description of the issue.
- Best for: KYC document uploads, dispute resolution, bonus policy clarification, and multi-step technical problems.
- Contact: support@pinco.ca (general inquiries), payments@pinco.ca (transaction issues), vip@pinco.ca (high-tier players).
- Response time: Typically 2–6 hours, sometimes faster depending on the query type.
- Tip for faster replies: Use a clear subject line like “Withdrawal Delay – Username: [Your Username]” and attach screenshots or documents if relevant.
Phone Support – Direct Conversation When It Matters
Phone support gives you a real person to talk through urgent or sensitive matters. It’s helpful for account security concerns or when you need immediate clarity.
- How to reach them: Dial the toll-free helpline number at 1-800-XXX-XXXX (Canada). International users can call +XXX-XXX-XXXX.
- Best for: Account lockouts, payment disputes, identity verification issues, and urgent security concerns.
- Operating hours: 24/7 for Canadian players. Lines may experience higher wait times between 6 PM and 10 PM EST.
- Average wait time: 3–8 minutes, depending on call volume.
- Tip for smoother calls: Have your account details, transaction IDs, and any relevant emails open before calling. Calling during early morning hours (6 AM–10 AM EST) often results in shorter wait times.
Technical Support – Solving Game, Payment, and Access Issues
Technical support handles deeper problems that standard customer service can’t resolve. This includes game freezes, payment gateway errors, and app crashes.
- How to contact them: Email tech@pinco.ca or select “Technical Issue” in the live chat menu. Include device type, browser version, and error codes if available.
- Best for: Login failures, deposit/withdrawal errors, game loading problems, software bugs, and two-factor authentication issues.
- Response time: 1–4 hours for most issues. Complex cases may take up to 24 hours.
- Additional contact: Use the “Report a Bug” button in the app settings for game-specific malfunctions.
- Tip for faster resolution: Include screenshots of error messages, your device model, operating system version, and the exact steps that led to the problem. The more detail you provide, the quicker the fix.
VIP and Priority Support – Elevated Service for Top Players
VIP members gain access to a dedicated support team with faster response times and personalized assistance.
- How to qualify: Reach Silver tier or higher in the loyalty program. VIP status is also available to players with consistent high-volume activity.
- How to access it: Use the priority chat option in your account dashboard, call the VIP helpline at 1-800-XXX-VVIP, or email vip@pinco.ca.
- Best for: Large withdrawals, custom bonus requests, account manager consultations, and exclusive event invitations.
- Response time: Under 1 minute on chat, same-day replies via email, and immediate phone pickup during business hours.
- Benefits: Direct account manager contact, higher withdrawal limits, personalized promotions, and priority processing on all requests.
- Tip for maximizing VIP service: Build a relationship with your account manager. They can streamline future requests and provide tailored recommendations based on your play style.
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Social Media and Messaging – Support on Your Preferred Platform
Prefer messaging apps? You can contact the team through Telegram, WhatsApp, or direct message on Facebook and Twitter.