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Support channels

We at icibos provide customer support through multiple channels to ensure timely assistance. Live chat is available during peak hours (09:00–23:00 Jakarta time) and offers average response under subject to verification. Email support operates 24/7 with typical turnaround within 12 hours; attach your account ID and a clear description of your issue. In-app help guides cover account setup, deposit methods, withdrawal timing, and game rules. For technical problems, in-app ticket submission creates a tracked request; escalate via live chat if urgent. Our multilingual team handles queries in English and Indonesian, with regional language support during peak hours. Choose live chat for immediate account lockouts or payment emergencies; email for detailed documentation or record-keeping needs.

Common request categories

Login and account access issues represent our highest-volume support requests. Password resets, 2FA troubleshooting, and account lock-out scenarios are typically resolved within subject to verification via live chat. KYC (Know Your Customer) verification requests come second; most require ID photo, selfie, and proof of address (utility bill or bank statement). We review KYC submissions within subject to verification during peak hours and up to 24 hours off-peak. Withdrawal review inquiries follow; most withdrawals complete within 48 hours, though large amounts may require additional verification. Technical issues—game crashes, payment gateway timeouts, mobile app errors—are usually diagnosed via the in-app ticket system. Bug reports and feature requests help us improve the platform. Bonus terms, settlement rules, and payment method queries are addressed via FAQ or live chat; these do not require escalation.

Response window expectations

Account verification (KYC) is reviewed in subject to verification to 24 hours depending on submission clarity and time of day. Deposit confirmations via DANA, OVO, GoPay, and QRIS are instant once your bank confirms the transaction; ShopeePay and LinkAja may add subject to verification. Withdrawal processing follows review windows: most approved within 24 hours, then settlement via your chosen method (digital wallet 12 hours, bank transfer 1–2 business days). Live chat responses during peak hours are under subject to verification; email is typically 12 hours. Ticket escalations are handled by our tier-2 team within 24 hours. During major holidays (Idul Fitri, Idul Adha, Imlek, Nyepi), response windows extend by 24–48 hours. We do not process requests on public holidays; check the calendar in your account settings.

Escalation flow

When a standard support response does not resolve your issue, escalate via live chat by requesting "tier-2 support" or "account escalation." Provide a ticket number if you have one, along with all relevant details: transaction ID, date, amount, payment method. Attach screenshots of error messages or confirmation codes; this accelerates investigation. Escalations are assigned to a senior agent who reviews your full account history and transaction record. Complex issues involving payment reversals, bonus disputes, or account suspension require 24–48 hours for resolution. Once escalated, you receive a case reference number via email; use this for follow-up inquiries. If escalation does not resolve the issue within 5 business days, request final review by our compliance team. Do not re-open the same ticket; instead, reference the case number when contacting support again. Keep all correspondence for your records.