When encountering issues during a live casino game, it is recommended that players contact the live casino provider's support first for the fastest resolution.
Contacting the Live Casino Provider’s Support
Live Casino Games offer live support within their games. Players can access this feature directly from the game interface, as shown in the screenshots.
Steps to Contact Live Casino Support:
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Click on the support icon in the top-right corner of the game.
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Select the relevant option and explain the issue as it shows the picture bellow.
- The provider's support might ask you for the 'Game Number. 'You can find this information by clicking the clock icon. See the picture below.
4. 'Game Number.' Will be #XX:XX:XX, see an example bellow.
The provider’s support team will typically resolve round-related issues in just a few minutes.
Why Contact the Live Casino Support First?
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They have direct access to game round data.
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They can quickly resolve issues without needing an external escalation.
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If you contact Monkey Tilt support first, we escalate to the game provider, and checks can take several days.
Escalation to Monkey Tilt Support
If the issue remains unresolved after speaking with the live casino provider’s support, players should contact Monkey Tilt support for further investigation.
Required Information for Escalation:
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A detailed explanation of the issue.
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The Bet ID (essential for locating the game round).
You can find the Bet ID in the top right corner of the main screen on Monkey Tilt. Click the round icon of your Monkey avatar, then go to 'My Bets' to locate it. See in the picture below :
By following these steps, players can ensure a faster resolution to their issues and minimize downtime in their gaming experience. If live casino support cannot resolve the issue, Monkey Tilt Support is always here to help!