Live chat
Open from any page once you are signed in. Your account comes attached, so nothing has to be identified first. The right choice for anything urgent.
Round the clock
Player, business & press routes
Contact FairPlay
Different questions go to different teams. Money and account problems belong in chat; proposals, press and legal matters have their own routes and reach the right people far faster. Here is the whole map.
- Live chat
- 24 / 7
- Languages
- 8+
- Business replies
- 2 working days
- Press replies
- 1 working day
Where Things Go
Route it correctly the first time
Nothing is lost by using the wrong channel — it simply takes longer, sometimes by days. This table is how to avoid that.
| If your enquiry is about | Use | Why |
|---|---|---|
| Money, access or a bet right now | Live chat, from inside your account | The only route where an agent can act on your account mid-conversation |
| Documents and verification | Email or WhatsApp | Attachments survive, and you keep a record of what was sent when |
| A disputed settlement | Live chat with the bet ID, then escalation | Creates a ticket the review is attached to rather than a loose conversation |
| Partnership or sponsorship | The business route, not support | Commercial proposals sent to player support reach the wrong team and move slowly |
| Affiliate and marketing | The affiliate route | Handled by a separate team with its own terms and reporting |
| Press and media | The press route | Deadlines are real, so this queue is answered faster than the commercial one |
| Legal, compliance or data requests | The legal route, in writing | Needs a written record from the first message for both sides |
| General questions about how something works | The FAQ first | Published answers are instant at any hour and cover most of what gets asked |
Commercial proposals do not belong in player support. An agent trained to trace a payment cannot evaluate a sponsorship, so the message has to be recognised as commercial, forwarded and picked up by a different team — which adds days for no reason. The same is true in reverse: a stuck withdrawal sent to a business address waits behind proposals when it needed an agent who could act on the account immediately.
The Routes
Six ways to reach us
Four for players, two for everyone else. Response expectations are per route rather than per message.
Message from your registered number so the account is recognised straight away. Best when you need to send a screenshot or a payment reference.
Round the clockSuits documents, detailed histories and anything you want in writing. Put your registered mobile number in the first message.
Same dayTelegram
Service announcements, maintenance notices and updates, plus support during peak hours around big fixtures.
Peak hoursBusiness and partnerships
Sponsorships, commercial proposals and affiliate enquiries, handled by a separate team from player support.
2 working daysPress and media
Journalists, broadcasters and researchers working to a deadline. Say what the deadline is in the first line.
1 working dayImportant
When someone contacts you first
A public complaint is a signal to impersonators that you are frustrated and waiting. This is the most common way people in India get caught out, and it is entirely avoidable.
Posting publicly about a problem is perfectly reasonable and often effective. What follows is where the risk sits. A complaint about a delayed withdrawal, visible to anyone, tells every impersonator watching that here is a person who wants their money and will be relieved to hear from someone helpful.
Lookalike accounts reply to those posts within minutes. The display name is close, the profile picture is the real logo, and the message is sympathetic and professional. It will ask you to move to a direct message, then to share your registered number, then to install something so they can "check the issue at our end", then to read out a code. Each step on its own looks small.
The rule that defeats all of it is direction, not vigilance. If you opened the conversation from inside the app or the signed-in site, it is us. If someone reached you first, it is unverified — regardless of how much they appear to know, and regardless of which platform it arrived on. Close it and open a chat from your own account instead. Our customer support page covers the mirror-image version of this problem, where the fake number is the one you find yourself in search results.
Two things should never appear in any message to anyone: your password and an OTP. No genuine agent needs either, in any channel, at any time. Full bank account numbers and identity documents also do not belong in public replies, even to a real account — send those through a private, authenticated route where they can be handled properly.
Getting to the right desk
Most contact pages present a list of addresses and leave you to guess. The useful information is not the list — it is which of them your particular question belongs to, because the teams behind them do genuinely different jobs and cannot cover for one another.
Urgency belongs in chat, records belong in writing
The single most useful distinction is whether something needs to be acted on now or documented properly. A deposit that has not appeared, an account you cannot get into, a bet that looks wrong while the match is still running — all of those need an agent with your account open in front of them, and that is chat.
Verification documents, a detailed history of something that happened over several days, or anything you may need to refer back to belongs in email or WhatsApp, where the attachment survives and both sides keep the thread. Neither channel is better; they are answers to different questions.
The routes that skip the player queue
Sponsorship offers, affiliate applications, media requests and legal or compliance correspondence all have dedicated routes, and using them is faster for everyone. Player support handles a high volume of time-sensitive account work; putting a commercial proposal into that queue means it waits behind genuinely urgent problems before being forwarded anyway.
For journalists specifically, stating your deadline in the opening line is the most useful thing you can do. The press queue is answered inside a working day precisely because deadlines are short, and a message that says when it needs an answer gets treated accordingly.
Say it in the language you think in
English and Hindi run on every channel at every hour, with Marathi, Bengali, Telugu, Tamil, Kannada and Gujarati available on live chat and WhatsApp. Open in the language you want and the conversation stays there.
This matters most for exactly the conversations people find hardest. Payment problems turn on precise details — a reference number, the exact spelling of a name on a bank account — and working through those in a second language adds difficulty to a situation that is already stressful. It is not a courtesy feature.
Before you write anything
A good share of what reaches support already has a published answer available instantly, at any hour, with no queue. The FAQ covers what gets asked most, and the pages on deposits and withdrawals between them explain the two things people contact us about more than anything else — including the name-mismatch check that causes most delayed payouts.
If you do need a person, the customer support page lists precisely what to include for each type of problem. Sending the right reference in your first message is usually the difference between a single reply and a conversation spread over a day.
FAQ
Contact questions
Routing, business enquiries, languages and verifying it is really us.
Which channel should I use?
If it involves money, account access or a bet that is live right now, use chat from inside your account — it is the only route where an agent can act on your account while you are talking to them. If it involves documents or you want a written record, use email or WhatsApp. If it is a commercial, press or legal matter, use the dedicated route rather than player support, because those go to different teams entirely.
Why should I not send a partnership proposal to support?
Because player support agents are equipped to fix accounts, not to evaluate commercial terms. A proposal sent there has to be identified as commercial, forwarded, and picked up by someone else, which adds days for no reason. Sending it to the business route reaches the people who can actually respond to it. Nothing gets lost by using the wrong channel — it just gets slower.
How do I know a message is really from FairPlay?
The reliable test is direction. If you opened the conversation yourself from inside the app or the signed-in site, you are talking to us. If someone contacted you first — a reply under your public post, a direct message, a call, a comment offering to release a stuck withdrawal — treat it as unverified no matter how convincing it looks or how much they appear to know about your account. Close it, open chat from your account, and ask there.
Is it safe to complain publicly on social media?
Posting is fine. Replying to whoever answers is where people get caught. A public complaint about a withdrawal is a signal to impersonators that you are frustrated and waiting, and lookalike accounts routinely reply to those posts within minutes using a display name and picture close enough to pass a glance. Never share your account number, registered mobile, screenshots showing personal details, or anything resembling an OTP in a public thread or a DM that followed one.
What should never appear in a message to us?
Your password and any OTP, in any channel, ever. Nobody at FairPlay needs either — agents can see your account without them, and an OTP exists specifically to prove that you and only you approved something. Also avoid posting full bank account numbers or identity documents in public replies; those belong in a private, authenticated channel where they can be handled properly.
Do you answer in Indian languages?
Yes. English and Hindi are covered on every channel at every hour, and live chat and WhatsApp additionally handle Marathi, Bengali, Telugu, Tamil, Kannada and Gujarati. Say which you would prefer at the start and the conversation stays in it rather than drifting back to English.
How quickly will a business enquiry get a reply?
Within two working days for commercial and affiliate enquiries, and within one for press, because media deadlines are real and usually short. If you are a journalist, putting your deadline in the first line genuinely changes how the message is prioritised — it is the most useful single sentence you can include.
Where do I go if something is wrong with my account right now?
Live chat, immediately, from inside your account. Bring the reference number for whatever is affected — the UTR for a deposit, the withdrawal reference, or the bet ID. Our customer support page lists exactly what to include for each type of problem so the whole thing can be resolved in the first reply rather than the fourth.
Explore FairPlay