Contact WinWin Zambia Support
How to Reach Us
Questions about deposits, withdrawals, bonuses, or technical issues? Our support team handles everything from account setup to payment problems. We respond in English and work to solve issues quickly.
Live Chat
Live chat is fastest. Log into your account and click the chat icon in the bottom right corner. You'll connect with an agent who can help in real-time.
Use chat for urgent matters: missing MTN Mobile Money deposit, game loading issues, bonus not credited, or withdrawal delays. The agent sees your account details and can fix problems immediately. Available 24/7.
Email Support
Email [email protected] for non-urgent issues or when you need to attach screenshots and documents. Works better for verification uploads or detailed problem descriptions.
Most emails get replies within a few hours. Include your username and clear description of the issue for faster help.
Common Issues We Handle
Deposits
MTN Mobile Money deposit not showing? We'll track the transaction. Sometimes payment providers delay, but we can locate it. Used wrong paybill or reference? We'll sort it out.
Need help with Airtel Money or card deposits? We'll guide you through step by step.
Withdrawals
Withdrawals usually process same day after verification. If yours is delayed, contact us to check what's holding it up. Often it's missing or unclear verification documents. We'll tell you exactly what we need.
Account Verification
Before first withdrawal, upload your national ID and proof of address like a utility bill. If documents aren't clear enough, we'll explain what to send instead.
Verification takes a few hours during business hours. Once done, future withdrawals process automatically.
Bonuses
Confused about bonus wagering requirements or which games count toward clearing? We'll explain the details. Think a bonus didn't credit properly? We'll check your account and fix it if needed.
Technical Problems
Game won't load or getting error messages? Tell us which game, what device you're using, and which browser or app. This helps us diagnose faster.
Sometimes clearing cache or updating the app fixes it. Other times it's our bug to fix. Either way, report it.
Account Security
Forgot password? Use the reset link or contact us. Locked out? We'll verify your identity and restore access.
Suspect unauthorized access? Contact us immediately. We'll check recent activity, secure your account, and reset your password. Security issues get priority.
Before Contacting
Check the FAQ section first. Common questions about minimum deposits, withdrawal times, and bonuses are answered there. Saves you waiting for a reply.
For payment issues, have transaction details ready: date, time, amount, transaction ID. Helps us locate it faster.
Complaints
Unhappy with how we handled something? Email [email protected] with "Complaint" in the subject. Describe what happened, include dates and amounts, and state the outcome you want.
We'll acknowledge within 24 hours and investigate. You'll get a detailed response. If we messed up, we'll fix it. If there's a policy disagreement, we'll explain our position clearly.
Response Times
Live chat: Instant during peak hours, few minutes late at night. Email: 2-4 hours for most replies, up to 24 hours for complex issues. Verification reviews: Same business day during work hours. Complaints: Acknowledged within 24 hours, full response within 2-3 days.
Best Practices
Be specific. "Game not working" is vague. "Sweet Bonanza won't load on Tecno Spark 7 using Chrome" is actionable. Stay polite. Respectful communication gets better results. Check your email for follow-up questions. We might need more info to solve your problem.
What We Can't Change
We can't alter game outcomes or RTP percentages — those are set by providers and independently audited. We can't override bonus terms after you accept them. We can't skip verification — it's mandatory and protects your account.
We can explain why these policies exist, but we can't make exceptions that would violate licensing or security standards.