Contact our support team via 24/7 live chat, email support@palacebet.co.za (responses within 2-4 hours), phone assistance during business hours. Get help with account verification, deposits, withdrawals, bonus queries, technical issues, betting settlements.
Live Chat: Click the chat icon bottom-right corner of any page. Available 24 hours daily—typical wait time under 90 seconds. Best for urgent queries requiring immediate resolution: login problems, deposit failures, bet settlement disputes.
Email Support: Send detailed inquiries to support@palacebet.co.za. Include account username, transaction IDs, screenshots if applicable. Response timeframe 2-4 hours during weekdays, extends to 6-8 hours weekends. Ideal for complex issues requiring document attachments or detailed explanations.
Phone Line: Call during business hours Monday-Friday 08:00-17:00 SAST, Saturday 09:00-14:00. Closed Sundays and public holidays. Suitable for customers preferring voice communication or needing guided assistance through processes.
FICA Documents: Dedicated email fica@palacebet.co.za for verification submissions. Send ID copy, proof of address—clearly labeled with your username in subject line. Processing within 48-72 hours; status updates emailed automatically.
Login Credentials Rejected: Password is case-sensitive; verify caps lock disabled. Click "Forgot Password" link; reset email arrives within 3-5 minutes (check spam folder). If registered email no longer accessible, contact live chat with ID proof to update email address on file.
FICA Verification Delays: Documents must be clear, unedited scans or photos—all four corners visible, text readable. Rejected reasons include expired IDs, utility bills older than 3 months, cropped images. Resubmit via fica@palacebet.co.za with corrections; new review within 24 hours.
Deposit Not Reflecting: Ozow/EFT deposits appear within 2-5 minutes normally. Check transaction confirmation from your bank first. If payment left your account but didn't credit PalaceBet balance, contact chat with transaction reference number—manual crediting processed within 30 minutes during support hours.
Withdrawal Pending Status: First withdrawal requires completed FICA verification. Processing timeframes: verified accounts 24-48 hours approval, funds reach bank 1-3 business days after approval. Weekends and public holidays extend timelines; withdrawals requested Friday after 14:00 typically process Monday.
Bet Settlement Disputes: Bets settle based on official results from recognized governing bodies. Soccer uses referee's final whistle decision; VAR overturns count if implemented before match resumption. Provide bet slip ID via email—support team reviews with odds provider, responds within 4-6 hours with explanation or correction.
Voided Selections: Matches postponed beyond 48 hours void all bets—stakes refunded, accumulators recalculated without that leg. Player doesn't participate (injury, benched): anytime scorer bets void, first scorer stands if player named in starting XI. Check specific sport rules in terms section for edge cases.
Cash Out Unavailable: Feature suspends during dangerous attacks, VAR reviews, significant match events. Markets reopen once play stabilizes—typically 15-30 seconds. If cash out remains unavailable throughout match despite no apparent reason, report via chat; technical team investigates potential feed issues.
Website Loading Slowly: Clear browser cache and cookies—Chrome: Settings > Privacy > Clear browsing data, select "All time". Disable VPN; some proxy services conflict with geo-location verification. Try different browser (Firefox, Edge, Safari) to isolate browser-specific issues versus platform problems.
App Crashes on Launch: Update to latest version via Google Play or App Store. Uninstall/reinstall if update doesn't resolve—saves login credentials in most cases. Check device storage; apps require 150MB+ free space for cached data and updates. Older Android versions (below 7.0) not fully supported.
Live Streaming Buffering: Requires minimum 2 Mbps connection speed. Switch from mobile data to WiFi if available. Lower video quality in settings—720p to 480p reduces bandwidth consumption 40%. Close background apps consuming bandwidth (YouTube, Netflix, downloads). Stream quality auto-adjusts but manual override sometimes necessary.
