Whether you have a question about your account, need help with a deposit or withdrawal, or want to share feedback about our pokies and sports betting platform, the BongoBongo team is here to assist. We take every enquiry seriously and aim to provide clear, helpful responses to all members and visitors.
Our support team handles everything from technical troubleshooting and payment queries to responsible gambling concerns and general platform questions. While we operate primarily online, we maintain a responsive email service that connects you directly with trained support staff who understand the Zambian betting market.
Email Support Channel
The fastest and most reliable way to reach us is by email at [email protected]. This inbox is monitored daily, and our team reviews every message in the order it arrives. When you write to us, please include your registered username (if you have an account) and a clear description of your issue or question. The more detail you provide upfront, the faster we can resolve your enquiry without needing to request additional information.
We accept enquiries in English. If you're writing about a transaction, include the date and approximate amount. For technical problems, let us know which device and browser you're using. Screenshots can be helpful but avoid sending any images that contain your full password or payment card details.
How We Handle Your Messages
When your email arrives, our support system assigns it to the appropriate department based on the subject matter. Account verification and KYC documents go to our compliance team, payment issues are routed to our finance desk, and technical bugs reach our platform team. General questions and feedback are handled by frontline support staff who can escalate matters internally if specialist input is needed.
You'll receive an automated acknowledgment when your message is logged, followed by a personalised response once a team member reviews your case. We don't use templated replies for complex issues; each response is written to address your specific situation.
Response Times and Expectations
Most enquiries receive a substantive reply within 24 to 48 hours during business days. Straightforward questions about bonuses, game rules, or account settings are usually answered within the first day. More complex matters-such as disputed bets, payment investigations, or document reviews-may take two to three business days as we verify details with third-party providers or review game logs.
Peak times around major sporting events or promotional periods can extend response times slightly. If your issue is urgent, mention that in your subject line, though we ask that you reserve this for genuine emergencies like suspected account compromise or incorrect deductions.
What We Can and Cannot Help With
Our support team can assist with account management, bonus terms clarification, deposit and withdrawal processing, self-exclusion requests, and platform navigation. We can explain betting rules, investigate missing winnings, and update your contact details. However, we cannot override terms and conditions, reverse settled bets that were graded correctly, or provide gambling advice or predictions.
If you have a complaint that remains unresolved after our internal review, we'll explain any next steps, though all standard enquiries are handled through the same support email address.
Privacy and Data Handling
Every message you send is treated confidentially and handled in line with our privacy practices. We store correspondence to maintain service quality and resolve disputes, but we don't share your personal details with unrelated third parties. When discussing your enquiry with payment processors or game providers, we share only the minimum information necessary to investigate your case. For full details on how we collect, use, and protect your data, please refer to our privacy policy available on the site.