Contact / Support

B52 is committed to prioritizing customer satisfaction and providing prompt, professional support services. This Contact / Support page provides guidelines on how to connect with us for assistance, lodging a complaint, or providing feedback. Regardless of the size or nature of your issue, we are prepared to listen and resolve it satisfactorily.

1. Official Support Channels

Live Chat Support

We offer 24/7 Live Chat services directly on the B52 website. You may locate the chat icon (typically situated in the bottom right corner of the screen). By clicking the icon, entering your login name (or email), and initiating a conversation, you will be connected with a support agent. Our Live Chat team is permanently stationed to address inquiries regarding accounts, deposit/withdrawal procedures, technical troubleshooting, or any issues you may encounter. This is the fastest channel for immediate assistance.

Customer Support Email

Should your issue not require immediate attention, or necessitate detailed presentation with accompanying images/documents, please send an email to us. The official support email address is: [email protected]. Kindly provide a clear description of your issue, along with your account information (User ID), and any relevant details. Our email support team shall respond within 24 hours (often sooner). Email support is suitable for complex requests or those requiring documentation for record-keeping, such as transaction inquiries, complaints concerning betting results, or extensive feedback.

Hotline (Telephone)

Telephone support is currently provided via an international hotline number: +44-xxx-xxxxxx (English language support). Please note that due to time zone differences, the English telephone service operates from 9:00 - 18:00 GMT on working days. International call charges may apply; therefore, consideration should be given to utilizing the complimentary chat/email channels first. Via telephone, you may directly consult with a support agent on urgent matters such as deposit failures, or password loss preventing email access, etc.

Social Media Support

For increased convenience, B52 maintains a presence on several popular social media platforms. You may contact us via:

• Facebook Fanpage: facebook.com/B52support (use Messenger to chat with the admin, response within several hours).
• Telegram Chat: t.me/B52_support (community support channel with an active admin).

Disclaimer: When contacting us through social media, under no circumstances should you provide your password or sensitive information. We shall only request basic information for verification (such as User ID, registered email). Social media is primarily intended for quick guidance or receiving requests, after which the agent may direct you to an official channel for enhanced security (such as email).

Correspondence Address (Physical Mail)

Should you need to submit documents or contact us via physical mail, you may send correspondence to our registered business address:

Gladiator Holding N.V. (B52 Customer Service)
Zuikertuintjeweg Z/N Landhuis Zuikertuintje, Curaçao.

Note: International correspondence may incur significant time delays. For prompt responses, we recommend utilizing email or chat instead of physical mail. The aforementioned address is provided for legal procedures or when document submission is specifically requested.

2. Response and Resolution Timelines

Real-time Support

The Live Chat and telephone channels are designed for immediate support. Typically, upon initiating a chat, an agent will engage with you within 30 seconds - 1 minute (save for periods of exceptionally high customer volume, where a slightly longer wait may occur but rarely exceeding 2-3 minutes). Telephone calls follow a similar principle; should all lines be busy, you may be held or advised to call back shortly.

Email Support

Our average email response time is approximately 3-6 business hours. However, depending on the complexity of the issue, it may take up to a maximum of 24 hours. If you have not received a reply after 24 hours, your email may not have reached us or may have been filtered as spam - please attempt to contact us again or use an alternative channel. We recommend checking your Spam/Junk Mail folder to ensure you do not miss our response.

Request/Complaint Resolution

• Simple Issues: Frequently asked questions, usage instructions, password resets, etc., are typically resolved during the initial contact.
• Technical/Complex Incidents: For instance, game errors, delays in bonus updates, suspected incorrect results, transaction complaints... such cases may require escalation to a specialized department (Technical, Finance, Risk Management). We shall duly inform you of the level upgrade of support and provide an estimated resolution time. The majority of technical issues are rectified within several hours. Issues involving third parties (such as banks, game providers) may necessitate 1-3 working days for investigation. During this period, we shall provide updates on the progress to you at least every 24 hours.

Tracking and Feedback

Every support request is assigned a unique ticket number within our Customer Service system. You may request this number for convenient tracking. When contacting us again (via any channel), you merely need to provide the ticket number, enabling the agent to retrieve the history and provide uninterrupted support. We prioritize providing a complete and thorough resolution to the issue before closing the support ticket. You may receive a brief satisfaction survey after the issue has been resolved - your time dedicated to evaluating the service quality for our improvement is highly appreciated.

3. Common Scenarios and Quick Guidance

Prior to contacting us, you may consult our FAQ - Frequently Asked Questions, where answers to many common issues are readily available. Below are some quick suggestions:

Forgot Password

Utilize the "Forgot Password" feature on the login page. The system will dispatch a password reset email to your address. If you do not receive the email, check your spam folder or contact us via chat for manual reset assistance.

Failure to Receive OTP/Verification Code

Ensure the correct phone number/email has been entered. OTP messages may occasionally be delayed by a few minutes depending on the network provider. If you have not received the code after 5 minutes, please select to resend the code or contact support for verification and account activation assistance.

Deposit Deducted from Bank Account but Not Credited to B52 Wallet

Generally, deposit transactions are completed within a few minutes. If more than 10 minutes have passed without the funds being credited, please:

• Verify the transaction history on B52 to ascertain whether the deposit status is pending or failed.
• Prepare the following information: transaction code, amount, and time.
• Contact the support department (prioritize chat) and furnish the aforementioned information for our inspection. We shall collaborate with the payment department and respond to you as soon as possible (typically within 1-2 hours).

Encountering Errors While Playing a Game (crash, freeze, no result displayed)

Take a screenshot of the error (if a notification is present) or record the time and name of the game exhibiting the error. Attempt to exit the game and log in again. If the error persists, contact support, provide the screenshot, and a detailed description. We shall investigate with the game provider. In the event you are disconnected from the game during an active wager, the system shall nonetheless record the result according to the server log. Rest assured that the wager amount and any resultant win or loss (if applicable) shall be accurately reflected in the account history. Should you suspect an error, report it immediately for us to compare the logs.

Request to Change Account Information (phone number, email, bank)

For security reasons, certain information cannot be modified independently within the profile. You are required to contact Customer Service, providing verification documents (e.g., photo of ID card for name change, bank statement for bank account change). The agent shall guide you through the secure update process.

Complaint Regarding Betting Results or Balance

In the rare instance you believe the payout result is incorrect (e.g., a match incorrectly settled, system underpayment of winnings), kindly refrain from placing any further wagers related to the disputed amount, and instead:

• Capture a screenshot of the evidence (if available).
• Submit a detailed complaint via email, including the match/game ID, time, and related amount.

We shall review the logs and collaborate with the technical department/game provider. If an error is confirmed, we shall adjust the balance for you and communicate the outcome. All adjustments (if any) shall be executed truthfully and transparently under the supervision of the internal control department.

4. Complaints and Dispute Resolution

B52 endeavors to resolve all complaints/disputes internally, promptly, and satisfactorily for the player. Should you have a service complaint or a dispute regarding results, please contact the Customer Care Department via the channels listed above. We shall record the incident and escalate it to the Complaints Management Department. Members can also refer to the Complaints Policy for further detail on escalations if they are not satisfied with the outcome.

Internal Complaint Resolution Procedure

• Receipt: Confirmation of receipt of the complaint within 24 hours, providing the ticket number and the details of the handling officer.
• Analysis: Collection of pertinent information, data and system log inspection, and consultation with internal parties to fully comprehend the issue.
• Initial Response: Within a maximum of 7 working days, we shall provide an initial response regarding the outcome of the investigation or notify you if further time is required (in the event of a complex case).
• Resolution: Presentation of a concrete resolution proposal (correction of error, compensation, apology, etc.) and engagement with you to achieve mutual agreement. The objective is to close the complaint within 14 working days, unless there are unforeseen circumstances (force majeure).
• Customer Satisfaction: If you concur with the outcome, we shall execute it immediately (e.g., balance update, bonus credit, etc.). Should you remain unsatisfied, we are prepared to review the matter further or invite you to provide additional information for continued assessment.

In the rare event that a dispute cannot be resolved directly between you and B52, you reserve the right to seek assistance from a third-party intermediary or regulatory authority. As B52 is licensed by Curaçao, you may contact the Curaçao Gaming Authority (CGA) or a designated Dispute Resolution Committee (if appointed) for mediation. CGA contact information: gamingcontrolcuracao.org.

Note: Only contact the regulatory authority after you have engaged with us without reaching a resolution, as authorities typically require proof that you first attempted to resolve the matter with the operator.

5. Security when Contacting Us

When you contact B52 through the support channels, we may request certain information to verify your identity before assisting with sensitive issues (such as password recovery, personal information changes, etc.). This is solely for the purpose of protecting your account. For example, an agent may ask you questions about registered information (date of birth, last 4 digits of ID card, estimated balance) to ensure communication is with the correct individual. Your understanding and cooperation are appreciated.

We strictly advise players not to share their password or OTP authentication codes with anyone, including B52 agents. Support agents shall never request your password. If any individual impersonating an agent asks you to provide your password or sensitive bank information, immediately cease communication and report the incident to us.

All of our official chat and email channels employ secure connections. However, if you use public social media to contact us, please limit the sharing of personal data. We may direct you to email or a phone call if private information exchange is necessary.