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Support channels

Roma provides customer support across multiple channels to serve account holders during business hours. Live chat is available within your account dashboard from 9 a.m. to 6 p.m. Monday through Friday, and 10 a.m. to 4 p.m. on weekends, using English-language agents. Email support is monitored continuously; send inquiries to our support address with your account email and a clear description of your issue. In-app support tickets can be filed directly from your account settings and are reviewed in priority order. For account-security concerns (suspected unauthorised access, forgotten login details, unusual transactions), contact support immediately and include your account holder name and registered email address. Response-time expectations vary by channel: live chat replies occur in real time; email and ticket responses typically arrive within 2–6 hours during business days.

Common request categories

Roma support handles four primary request categories. Login and account access issues include forgotten passwords, locked accounts, and two-factor authentication troubleshooting. Our team will verify your identity and guide you through password resets or account reactivation in subject to verification. KYC verification requests cover document upload, rejection reasons, and re-submission. Expected review time is 1–2 hours for straightforward cases; complex cases may take up to 24 hours. Withdrawal and payment queries address slow deposits, failed withdrawals, and payment-method changes. Roma's support team checks transaction status in real time and can often resolve issues within subject to verification. Technical and game-play questions involve platform navigation, game rules, and bonus terms. These are typically answered within subject to verification in live chat or 1–2 hours via email.

Response window expectations

Roma aims for transparent response windows across all support channels. During business hours, live-chat responses occur immediately; queued requests are addressed in order, typically within subject to verification. Email support operates with a target response time of 2–6 hours for standard requests; priority or security-flagged emails receive attention within 1 hour. In-app support tickets follow the same service level as email and are checked every subject to verification. Outside business hours (6 p.m. to 9 a.m. weekdays, 4 p.m. to 10 a.m. weekends), email and ticket submissions are queued and addressed as the next team shift begins. During major sporting events such as Liga 1 fixtures or Piala AFF tournaments, support availability may extend beyond standard hours to handle increased inquiry volume. Security-related requests (suspected fraud, unauthorised access) are escalated and reviewed continuously, even outside normal operating hours.

Escalation flow

If an initial support inquiry does not resolve your issue, roma employs a structured escalation process. First-line support agents handle routine requests; if they cannot resolve your case within subject to verification, they escalate to a senior-support team member. Escalations typically receive a response within 1–2 hours. To accelerate escalation, include your original ticket number or email thread, a clear summary of the unresolved issue, and any relevant transaction IDs or screenshots. For account-security escalations (unauthorised transactions, suspected fraud), include your government ID number and proof of address to confirm identity. Roma's escalation team may contact you via email or live chat for additional information. Complex cases may require 24–48 hours for investigation and resolution. Keep your support conversation open until the issue is fully resolved; do not open duplicate tickets, as this delays resolution.