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Support channels

We at kostoto provide multiple support channels to help you with account, payment, and game-related questions. Live chat is available through your account dashboard during standard business hours — our English-speaking team responds to messages within minutes. Email support is available 24/7; send your inquiry to our contact address listed in the footer, and expect a response within 24 hours. In-app messaging allows you to submit detailed tickets and track responses in real time. For urgent security or payment issues, live chat is the fastest option. For complex documentation or account reviews, email provides a permanent record of your request and our response. Choose the channel that best matches your issue type — immediate help via chat, detailed support via email, or ticket tracking via in-app messaging.

Common request categories

Our support team handles four main request categories. Login and account-access issues include password resets, two-factor authentication setup, and account recovery after suspected unauthorized access. KYC and verification requests cover document uploads, verification status checks, and resubmission guidance when documents are unclear. Withdrawal and payment reviews address payout delays, payment-method changes, and transaction disputes. Technical issues include game crashes, interface glitches, and browser compatibility questions. Each category has a standard resolution path — login issues are resolved within subject to verification, KYC reviews within 2 hours, withdrawal reviews within 24 hours, and technical issues within 1 hour. Provide clear details when submitting a request — your account email, transaction ID (if applicable), and a description of the issue — to speed up resolution.

Response window expectations

Response times vary by request type and support channel. Live chat responses arrive within subject to verification during business hours; off-hours requests are queued and answered when the team returns. Email inquiries receive a response within 24 hours, with most urgent issues (account lockout, payment disputes) prioritized for faster handling. In-app tickets follow a similar timeline — initial response within 2 hours, resolution within 24 hours for most issues. KYC verification typically completes within subject to verification to 2 hours; if documents are unclear, resubmission may extend the timeline by 1–2 hours. Withdrawal reviews are subject to standard verification windows — most payouts are processed within subject to verification after review approval, depending on your payment method. During peak hours or holidays, response times may extend by 1–2 hours. We aim to resolve all issues on the first contact; escalations to senior staff are rare but may add 4–8 hours to resolution time.

Escalation flow

If your initial support request is not resolved to your satisfaction, you can request escalation to our senior support team. Escalations are triggered when a standard resolution does not address your issue, when you dispute a decision, or when your request involves account security or significant funds. To escalate, reply to your support ticket with "Escalate" and a brief explanation of why the initial response was insufficient. Escalated tickets are reviewed by a senior agent within 4–8 hours. Provide any additional documentation that supports your case — transaction records, screenshots, email confirmations, or previous correspondence. Escalations are handled with priority; most are resolved within 24 hours. If you remain unsatisfied after escalation, you can request a final review by our compliance team, which typically takes 3–5 business days. Throughout the escalation process, maintain clear communication and provide specific details — vague complaints slow resolution. Our goal is to resolve all disputes fairly and transparently.