Kiki Bet support: 24/7 live chat, two email desks and the UK helplines
The Kiki Bet support desk runs on three channels for a UK member. Live chat opens from the small chat pill on the bottom right of every page across the site and answers 24/7 across the whole week, including bank holidays. The live chat agent can see the member's account (once the member signs in on the same window) and can walk the member through a cashier receipt, a bonus balance or a game history in one continuous window rather than a series of ticketed replies.
Two written email desks sit above the live chat window. The support address is [email protected] and it is the address to write to for a specific account matter: a cashier receipt, a bonus balance, a game history, a verification query or a responsible-gambling limit request. The information address is [email protected] and it is the address to write to for a general or organisational matter: a partnership, a press query or a request for a media pack. Both addresses reply within one working day and the support address escalates to a human agent within the same working day if the query cannot be closed with a template reply.
Above the door of the support desk the three UK safer-gambling channels run in full. GamCare runs a free, confidential 24/7 helpline on 0808 8020 133 and a live chat on gamcare.org.uk. BeGambleAware runs an information site on begambleaware.org and a helpline that operates 24/7 for anyone worried about their own or someone else's gambling. The National Gambling Treatment Service runs a free, confidential treatment programme for members over 18 who are ready to step back from the tables. The GAMSTOP self-exclusion scheme on gamstop.co.uk removes a member from all UK-licensed gambling sites for six months, one year or five years at the member's own choice.
Kiki Bet's own account team can set deposit limits, wager limits, session-time limits and a cool-off window on any account on request through live chat or the support email. The limits post to the account within minutes and the account cannot lift the limit on the same evening it is set. Persons under 18 must not gamble under any circumstance and any account discovered to belong to a person under 18 is closed and the balance returned.
The support desk keeps a small written record on every account interaction so a member who writes in with a cashier receipt on a Monday morning can pick up the same thread on Wednesday evening without having to re-send the receipt. The record is not visible to the member on the account page and it is not shared with the marketing team; it is a private account note that the next support agent reads before opening the reply. Members can ask for a copy of the notes on their own account at any time through the support address and the reply lands within one working day.