1win Japan Support and Customer Service

Live chat is the quickest way to get a real-time answer. Use 1win live support for urgent issues on the website or app.

• How to start chat:
  • On the website: tap the chat bubble in the bottom corner, then select your topic.
  • In the app: go to Help & Support, then choose Chat.
  • Stay logged in so the agent can see your account details right away.
• Best for:
  • Login or 2FA problems.
  • KYC document upload and verification status.
  • Deposit issues, pending withdrawals, and bonus questions.
  • Bet settlement questions or game errors.
• Hours and languages:
  • 24/7 live chat.
  • Japanese and English available.
• Expected response times:
  • First reply: 1–3 minutes on average.
  • Simple issues: 5–15 minutes to resolve.
  • Complex cases that need escalation may take longer.
• Tips for faster help:
  • Share your username, registered email, and a brief summary in one message.
  • Add screenshots of any error message or payment receipt.
  • Include device and app version if the issue is technical.
  • Do not open duplicate chats for the same question.

Email is best for detailed cases and when you need a written record. Use it for documents, logs, or formal requests.

• How to send an email:
  • Use the in-account Help & Support page to open the support email form.
  • If an address is shown, send from your registered email and include your username.
  • Subject line example: “KYC review – passport submitted – username”.
• Best for:
  • KYC and source-of-funds documents.
  • Payment tracing, chargebacks, or bank confirmations.
  • Responsible gaming requests and account reviews.
  • Formal complaints or complex technical reports.
• Contact details:
  • The official support email for Japan appears after login in Help & Support for security.
  • Do not send documents to addresses found in search results or on social media.
• Expected response times:
  • First reply: 2–12 hours for most cases.
  • Complex investigations: 24–72 hours.
• Tips for faster email replies:
  • Use a clear subject and a short summary at the top.
  • Attach readable JPG/PNG/PDF files under 10 MB.
  • Include timestamps, transaction IDs, and any error codes.
  • Keep one thread per issue so the 1win support team can track progress.

Phone assistance is available by callback when a call helps solve the issue faster. Request a callback from chat for account-sensitive topics.

• How calls work:
  • Start in live chat and ask for a callback.
  • An agent schedules a call to your registered phone number.
  • Have a one-time code ready for identity verification.
• Best for:
  • Urgent payment holds.
  • Escalated verification questions.
  • Time-sensitive account access problems.
• Helpline and numbers in Japan:
  • There is no public 1win helpline number in Japan.
  • No free number or 24/7 support number is published.
  • Callbacks are arranged through chat for security.
• Expected wait and resolution:
  • Callback window: usually 15–60 minutes during peak hours.
  • Off-peak requests may be scheduled for the next available slot.
  • Many phone issues resolve during the first call once identity is confirmed.
• Tips for faster phone help:
  • Keep your registered email, recent transaction IDs, and device details on hand.
  • Be ready near a stable network to avoid drops.
  • If possible, call from the registered number to speed up verification.

Social and messaging channels help answer general questions and share service updates. Use private chat or email for account-specific support.

• Platforms and access:
  • Look for verified links in the website footer and in the app.
  • Telegram and X are used for news and basic guidance.
  • Direct messages may redirect you to chat for secure handling.
• Best for:
  • Service status, feature updates, or how-to guides.
  • Simple questions about promotions or app updates.
  • Reporting phishing profiles pretending to be support.
• Response times:
  • Public posts: replies may take longer.
  • DMs: typically 1–6 hours for general guidance.
• Safety tips:
  • Do not share passwords, full card numbers, or ID photos in DMs.
  • For account help, move to live chat or the support email form.
  • Follow only verified accounts listed on the official website.

Technical support helps diagnose app, website, game, or payment errors. Start in live chat to create a ticket and escalate to specialists when needed.

• How to access technical help:
  • Open live chat and choose Technical Support.
  • You can also submit details through the email form for logs and screenshots.
• Common issues handled:
  • Login failures, 2FA or password reset issues.
  • Game crashes, loading loops, or disconnections.
  • Payment failures, pending deposits, or declined withdrawals.
  • Bet placement errors or settlement delays.
• What to include:
  • Device model, OS version, app version or browser name and version.
  • Time of the issue, your region, and any error codes.
  • Screenshots or short screen recordings.
  • Payment method, amount, and transaction ID for payment incidents.
• Expected timelines:
  • Quick fixes: 15–60 minutes.
  • Cases involving a game provider or bank: 24–72 hours.
  • You receive updates in chat or by email.
• Tips for faster diagnosis:
  • Try basic steps first: update the app, clear cache, change network from Wi‑Fi to mobile data.
  • Keep one ticket per problem so 1win technical support can track it.
  • Provide exact timestamps and your local time zone.

Priority assistance is available for eligible high-tier players. Access faster chat routing, callback scheduling, and a dedicated manager when assigned.

• How to access priority help:
  • Open the VIP panel after login to view your manager and contact options.
  • In chat, select VIP to jump the queue.
• Who qualifies and when to use it:
  • Eligibility depends on account activity and compliance checks.
  • Use for high-value payments, complex verification, and travel-related access needs.
• Contacts and routing:
  • Dedicated VIP chat and callback scheduling in the account area.
  • If you have a manager, use the in-account messaging channel.
• Expected response times:
  • Priority chat: usually under 1 minute.
  • Emails to the VIP channel: 1–4 hours.
• Tips to maximize the service:
  • Keep documents current to avoid delays during large withdrawals.
  • Confirm preferred contact times in your profile.
  • Ask chat to review your status if you believe you qualify to join the VIP program.