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Sunwin Contact & Support

Sunwin is committed to prioritizing customer satisfaction and providing fast, professional support services. This Contact / Support page provides instructions on how to connect with us for help, submit complaints, or provide feedback. No matter how big or small your issue is, or its nature, we are always ready to listen and resolve it satisfactorily.

1. Official Support Channels

  • Live Chat Support: We provide 24/7 Live Chat service directly on the Sunwin website. You can find the chat icon (usually located in the bottom right corner of the screen). By clicking the icon, entering your username (or email), and starting the conversation, you will be connected with a support agent. Our Live Chat team is always on standby to answer questions regarding accounts, deposit/withdrawal processes, troubleshooting technical issues, or any problem you encounter. This is the fastest channel for immediate support.
  • Customer Support Email: If your issue does not require immediate handling or needs detailed presentation with images/documents, please email us. The official support email address is: support@sun.win. Please clearly describe your issue, provide account information (User ID), and relevant details. The email support team will respond within 24 hours (usually sooner). Email support is suitable for complex requests or cases requiring record-keeping, such as transaction reviews, betting result complaints, or detailed feedback.
  • Hotline (Phone): Phone support is currently provided via the international hotline: +44-xxx-xxxxxx (English support). Note that due to time zone differences, the English phone service operates from 9:00 – 18:00 GMT on working days. International call charges may apply; therefore, you should consider using free chat/email channels first. Via phone, you can speak directly with support staff about urgent issues such as deposit errors, lost passwords preventing email access, etc.
  • Social Media Support: For greater convenience, Sunwin is present on several popular social media platforms. You can contact us via:
    • Facebook Fanpage: facebook.com/Sunwinsupport (use Messenger to chat with administrators, response within a few hours).
    • Telegram Chat: t.me/Sunwin_support (community support channel with active administrators).
    Disclaimer: When contacting via social media, absolutely do not provide passwords or sensitive information. We only request basic information for verification (such as User ID, registered email). Social media is primarily used for quick guidance or receiving requests, after which staff may direct you to an official channel for enhanced security (such as email).
  • Mailing Address (Postal Mail): If you need to send documents or contact via paper mail, you can send it to our registered business address:
    Amadeus Technology B.V. (Sunwin Customer Service)
    Chuchubiweg, Curaçao.
    Note: International mail may take a long time. For quick response, we recommend using email or chat instead of sending paper mail. The above address mainly serves legal procedures or when there is a specific requirement for document submission.

2. Response Time and Request Processing

  • Real-time Support: Live Chat and phone channels are designed for immediate support. Typically, after you start a chat session, a support agent will respond within 30 seconds to 1 minute (except during times of sudden customer volume spikes, when wait times may be slightly longer but rarely exceed 2–3 minutes). For phone calls, the processing principle is similar; in case all lines are busy, you may have to hold or be advised to call back shortly.
  • Email Support: Our average email response time is about 3–6 working hours. However, depending on the complexity of the issue, processing time may extend up to 24 hours. If you still have not received a response after 24 hours, it is likely that your email has not reached our system or has been filtered into spam. In this case, please try contacting again or use another support channel. We recommend checking your Spam/Junk Mail folder to ensure you don't miss our response.
  • Request/Complaint Processing:
    • Simple issues: Frequently asked questions, usage instructions, password reset requests, etc., will usually be resolved immediately during the first contact.
    • Technical/Complex incidents: Examples include game errors, delayed bonus updates, suspected incorrect results, transaction complaints... These cases may need to be escalated to specialized departments such as Technical, Finance, Risk Management. We will notify you of the support level upgrade and provide an estimated resolution time. Most technical issues are fixed within a few hours. For issues involving third parties (such as banks, game providers), the investigation process may take 1–3 working days. During this time, we will update you on progress at least every 24 hours.
  • Tracking and Feedback: Each support request is assigned a unique ticket code in our Customer Care system. You can request this code for easy tracking. When contacting us again (via any channel), you simply need to provide the ticket code, and the support staff will easily look up the history and continue support seamlessly. We prioritize resolving issues fully and thoroughly before closing a support ticket. After the matter is handled, you may receive a short satisfaction survey – we greatly appreciate your time and feedback to improve service quality.

3. Common Situations and Quick Handling Instructions

Before contacting us, you can refer to the FAQ – Frequently Asked Questions section, where answers to many common issues are readily available. Here are some quick instructions:

  • Forgot Password: Please use the “Forgot Password” function on the login page. The system will send a password reset email to your registered email address. If you do not receive the email, check your Spam/Junk Mail folder or contact us via Live Chat for manual password reset support.
  • Not Receiving OTP/Verification Code: Ensure that you have entered the correct phone number or email. In some cases, OTP messages may be delayed by a few minutes depending on the carrier/service provider. If you still haven't received the code after 5 minutes, please choose to resend the code or contact support for assistance with verification and account activation.
  • Money Deducted from Bank Account but Not Credited to Sunwin Wallet: Typically, deposit transactions are completed within a few minutes. If more than 10 minutes have passed and the money has still not been credited, please follow these steps:
    • Check transaction history on Sunwin to determine deposit status (processing or failed).
    • Prepare the following information: transaction code, amount, transaction time.
    • Contact support (Live Chat preferred) and provide the above information for us to check. We will coordinate with the payment department and respond to you as soon as possible (usually within 1–2 hours).
  • Encountering Game Errors (Crash, Freeze, No Result Display): Please take a screenshot of the error (if there is a notification) or record the time and name of the game encountering the problem. Try exiting the game and logging in again. If the error persists, contact support, providing the image and detailed description. We will conduct a check with the game provider. In case you are disconnected while betting, the system will still record the result based on server logs. You can rest assured that the bet amount and win/loss result (if any) will be accurately reflected in the account history. If you suspect an error, please report it immediately for us to cross-check the logs.
  • Request to Change Account Information (Phone, Email, Bank): For security reasons, some information cannot be self-edited in the personal profile. You need to contact Customer Care and provide necessary verification documents (e.g., photo of ID card when changing name, bank statement when changing bank account). Support staff will guide you through the process of updating information safely and securely.
  • Complaints about Betting Results or Account Balance: In the rare event that you believe the payout result is incorrect (e.g., match result processed wrongly, system underpaid winnings), please do not continue betting related to the disputed amount and follow these steps:
    • Take a screenshot of the evidence (if any).
    • Send a detailed complaint via email, including: match/game code, time, related amount.
    • We will check the system logs and coordinate with the technical department/game provider. If an error is confirmed, we will adjust your balance and notify the result. Any adjustments (if any) are made honestly, transparently, and under the supervision of the internal control department.

4. Complaints and Dispute Resolution

Sunwin always strives to resolve all internal complaints/disputes quickly, fairly, and satisfactorily for players. If you have a complaint about the service or a dispute regarding results, please contact the Customer Care Department through the channels mentioned above. We will record the incident and escalate it to the Complaint Management Department for processing.

Players can also refer to the Complaints Policy for more details on the complaint escalation process in case of dissatisfaction with the resolution result.

Internal Complaint Resolution Process:

  • Reception: We will confirm receipt of the complaint within 24 hours, providing a ticket code and information of the handling staff.
  • Analysis: Collect full relevant information, check data and system logs, as well as discuss with internal departments to understand the entire issue.
  • Initial Response: Within a maximum of 07 working days, we will provide an initial response regarding the investigation result or inform you if an extension of processing time is needed (for complex cases).
  • Resolution: Propose a specific resolution (such as fixing errors, reimbursement, apology, etc.) and discuss with you to reach a consensus from both sides. Our goal is to complete complaint processing within 14 working days, barring force majeure factors.
  • Customer Satisfaction: If you agree with the processing result, we will implement it immediately (e.g., update balance, add bonus, etc.). In case you are not satisfied, we are ready to review the issue or request you to provide more information for further evaluation.

In the rare case that a dispute cannot be resolved directly between you and Sunwin, you have the right to seek assistance from an intermediary or independent regulatory body. Since Sunwin is licensed by Curaçao, you can contact the Curaçao Gaming Authority (CGA) or a designated Dispute Resolution Commission (if any) for mediation. CGA contact information: gamingcontrolcuracao.org. Note: Only contact the regulatory body after you have worked with us but failed to reach a resolution, as authorities often require evidence that you have attempted to resolve the dispute directly with the operator beforehand.

5. Security When Contacting Us

When you contact Sunwin through support channels, we may request some identity verification information before assisting with sensitive issues (such as password recovery, changing personal information, etc.). This is solely to protect your account.

For example, support staff may ask for registered information such as date of birth, last 4 digits of ID card, estimated balance, to ensure that we are speaking with the correct account holder. We hope for your understanding and cooperation.

We strictly prohibit and advise players not to share passwords or OTP verification codes with anyone, including Sunwin staff. Support staff will never ask for your password. If any individual impersonates Sunwin staff and asks you to provide a password or sensitive banking information, stop communicating immediately and report the incident to us.

All our official chat and email channels use secure connections. However, if you contact us through public social media, please limit sharing personal information. In case private information needs to be exchanged, we may guide you to switch to email or phone calls to ensure data safety.