ace78 Support Centre — We Are Here for You Around the Clock
Whether you are depositing via bKash from Dhaka, chasing a live cricket bet during a BPL match, or simply need help verifying your account, the ace78 Support team is available 24 hours a day, 7 days a week to resolve your issue quickly and professionally.
Contact Channels
ace78 offers multiple ways to reach our support team. Choose the channel that suits your situation — live chat for urgent issues, email for detailed queries, and social messaging for general enquiries.
Live Chat
The fastest way to reach ace78 Support. Our live chat agents are trained to handle account issues, payment queries, and technical problems in real time. Average first response under 2 minutes during peak hours.
Available 24/7Email Support
For detailed issues that require document attachments — such as KYC verification, dispute cases, or technical bug reports — email is the right channel. Send your query with screenshots and account details for the quickest turnaround.
Contact: [email protected]
Response within 4 hoursTelegram
Our official Telegram support channel is popular among players in Chittagong, Sylhet, and Khulna who prefer messaging apps over browser-based chat. Follow the official ace78 channel for announcements and real-time support routing.
Available 24/7Reach our team on WhatsApp for quick confirmations, deposit verifications, and general help. WhatsApp support is especially useful for players who encounter bKash or Nagad transaction delays during peak deposit windows.
10:00 – 02:00 BST
Common Support Topics
These are the most frequently raised issues by ace78 players across Bangladesh. Tap any topic to read a detailed explanation — most can be resolved without needing to contact our team directly.
bKash Deposit Not Reflecting
Transactions typically reflect within 60 seconds. If your bKash deposit has not appeared after 5 minutes, please have your bKash transaction ID ready before contacting live chat.
Withdrawal Pending Review
Withdrawals under ৳10,000 via Nagad or Rocket are typically processed within 1 hour. Larger amounts or first-time withdrawals may require a brief KYC check before funds are released.
Account Verification (KYC)
To verify your account, upload a clear photo of your National ID (NID) or passport together with a selfie. Verification is usually completed within 2 hours during business hours BST.
Forgotten Password / Locked Account
Use the password reset link on the login page and follow the email instructions. If your account has been locked after multiple failed attempts, contact live chat to unlock it securely.
Bonus Not Credited
Most welcome and reload bonuses are credited automatically within 15 minutes of a qualifying deposit. If a bonus has not appeared, check the promotional terms and then contact support with your deposit reference.
Game Loading or Disconnection Issues
Most game loading issues resolve by clearing your browser cache or switching to a different network. If a bet was voided due to disconnection during a live session, the outcome is governed by our fair-play policy.
Bet Settlement Disputes
If you believe a sports bet (e.g., a BPL or T20 cricket market) has been settled incorrectly, submit a dispute within 72 hours of the event conclusion with match details and your bet reference ID.
Wagering Requirement Queries
Questions about bonus wagering requirements — how much to wager, which games contribute, and when the requirement resets — are among our most common support tickets. Our agents can provide a real-time status update on your progress.
Suspicious Activity on Your Account
If you notice unrecognised logins, unexpected balance changes, or receive password reset emails you did not request, contact live chat immediately so we can secure your account and investigate.
Payments & Withdrawals Support
Payment queries account for the majority of support interactions at ace78. Below is a comprehensive guide to each payment method supported on the platform and how to resolve the most common issues.
Supported Payment Methods
How to Resolve a Payment Issue
Wait the Processing Window
bKash, Nagad, and Rocket deposits typically reflect in under 60 seconds. Withdrawals take up to 60 minutes. Bank transfers may take up to 24 hours depending on the receiving bank's processing schedule.
Note Your Transaction ID
Every mobile wallet transaction generates a unique transaction ID (TxnID). This is the single most important piece of information for our payment team — have it ready before starting a chat session.
Check for Pending Verification
If your account has not completed KYC, withdrawals above ৳5,000 may be held pending identity verification. Upload your NID and complete the process to release the funds.
Contact Support with Full Details
If the issue persists beyond the expected processing window, open a live chat session and provide: your registered mobile number, the payment method used, the amount, the transaction ID, and the approximate time of the transaction.
Deposit & Withdrawal Limits
| Method | Min Deposit | Min Withdrawal |
|---|---|---|
| bKash | ৳200 | ৳500 |
| Nagad | ৳200 | ৳500 |
| Rocket | ৳200 | ৳500 |
| Upay | ৳300 | ৳500 |
| Visa/MC | ৳500 | ৳1,000 |
| Bank Transfer | ৳1,000 | ৳2,000 |
All amounts displayed in Bangladeshi Taka (৳ BDT). Maximum limits vary by account tier and VIP level. Contact support for higher limit arrangements.
Account & Verification
Managing your ace78 account securely is straightforward. This section covers the most common account-related support requests and what you need to have ready before contacting our team.
Account Security Checklist
Follow these steps to keep your ace78 account secure. Most account compromises can be prevented by following basic security hygiene.
Use a Unique Password
Never reuse a password from another site. Use at least 12 characters including uppercase letters, numbers, and symbols.
Enable Two-Factor Authentication
Activate 2FA from your account security settings to add a second layer of protection to every login session.
Review Login History Regularly
Check your login activity log monthly. Any unrecognised IP address or device should be reported to support immediately.
Never Share Account Details
ace78 Support will never ask for your password or OTP. Do not share these with anyone, including individuals claiming to be ace78 staff.
Keep Your Contact Details Updated
Ensure your registered email and mobile number are active and accessible — these are your primary account recovery channels.
Response Times
ace78 is committed to industry-leading response times across all support channels. The table below shows our current service-level targets for each contact method and query type.
| Channel | Query Type | Target Response | Status |
|---|---|---|---|
| Live Chat | General enquiry | < 2 minutes | Fast |
| Live Chat | Payment issue | < 5 minutes | Fast |
| Live Chat | Account security | < 3 minutes | Fast |
| General enquiry | < 4 hours | Standard | |
| KYC document review | < 2 hours (BST business) | Standard | |
| Dispute / complaint | < 24 hours | Standard | |
| Telegram | General enquiry | < 10 minutes | Fast |
| Payment verification | < 15 minutes (10:00–02:00 BST) | Standard | |
| Formal Complaint | Escalated dispute | < 5 business days | Extended |
Support Hours by Time Zone
Live Chat
00:00 – 24:00 BST (UTC+6) — all days including Eid and public holidays
Email Support
Monitored continuously; priority responses 08:00 – 22:00 BST
10:00 – 02:00 BST daily — excluding major national holidays
Telegram
00:00 – 24:00 BST — automated routing available at all hours
Self-Help Resources
Many common issues at ace78 can be resolved in under two minutes without contacting our support team. The resources below cover the most frequently searched topics by players in Dhaka, Rajshahi, Barisal, and Rangpur.
Mobile Troubleshooting Guide
Playing on your mobile browser and experiencing display or loading issues? Follow these steps in order:
Clear your browser cache and cookies (Settings → Privacy → Clear browsing data).
Ensure your browser is updated to the latest version — Chrome or Firefox recommended.
Switch from mobile data to Wi-Fi (or vice versa) to rule out a network-specific issue.
Disable any active VPN or proxy connections, which can interfere with game loading and payment processing.
Restart your device and try again. If the issue persists, contact live chat with details of your device model and browser version.
Quick Payment Self-Check
Before contacting support about a payment issue, run through this checklist to identify the most likely cause:
Has it been less than 5 minutes? bKash and Nagad transfers occasionally take up to 5 minutes during network peak hours in Dhaka. Wait and refresh.
Did you use the correct merchant number? Always use the payment number displayed on the deposit page at the time of your transaction.
Did you meet the minimum deposit amount? Deposits below ৳200 for mobile wallets will not be credited and must be reversed by contacting your wallet provider.
Is your account fully verified? Unverified accounts may have temporary deposit holds. Complete KYC to remove restrictions.
Is there a system maintenance window active? Planned maintenance is announced on our official Telegram channel at least 2 hours in advance.
Bonus Terms Explained
Every bonus at ace78 comes with a wagering requirement — typically 20x to 35x the bonus amount. Only real-money bets count toward wagering progress. Slot games generally contribute 100%, while live casino games contribute at reduced rates. Check the specific bonus terms page for exact figures.
Understanding Bet Voids
A bet may be voided if the event is cancelled, postponed beyond 36 hours (e.g., a rain-affected BPL match in Mirpur), or if a market is settled in error and subsequently corrected. Voided bet stakes are always returned to your main wallet balance within 30 minutes.
VIP Account Benefits
Higher VIP tiers at ace78 receive dedicated account managers, priority withdrawal processing, higher deposit limits, and exclusive reload bonuses. If you are a high-volume player and believe you qualify for VIP status, email [email protected] with your account details for a tier review.
Responsible Gaming Support
ace78 takes its duty of care seriously. If gambling is no longer fun and has begun to cause stress — whether financial, emotional, or within your family — our Responsible Gaming support team is here to help without judgement. This service is free, confidential, and available around the clock. Players must be 18 years or older to use this platform.
Set Deposit Limits
Request daily, weekly, or monthly deposit caps. Reductions take immediate effect; increases require a 24-hour review period to protect you from impulsive decisions.
Session Time Alerts
Enable session duration reminders from 30 minutes to 8 hours. A non-intrusive notification will appear when your limit is reached, prompting you to review your session.
Self-Exclusion Request
Request a temporary break of 1 to 6 months, or a permanent exclusion. Contact our Responsible Gaming team via live chat or email and the exclusion will be applied within 1 hour.
Loss Limit Controls
Define the maximum net loss you are comfortable sustaining over a given period. Once the threshold is reached, your account is automatically restricted from further wagers until the period resets.
Need to Talk?
If you are concerned about your gambling behaviour or that of someone you know, please reach out. Our Responsible Gaming specialists are available 24/7 and every conversation is completely confidential.
Email our dedicated Responsible Gaming team:
Tips for Faster Resolution
A well-prepared support request gets resolved faster. These practical tips will help our agents assist you as efficiently as possible, whether you are contacting us from Mymensingh, Cox's Bazar, or anywhere across Bangladesh.
Have Your Account ID Ready
Your ace78 account ID or registered mobile number is the first thing our agents will ask for. Having it to hand cuts verification time from 2 minutes to under 20 seconds.
Provide Transaction References
For any payment query, note your bKash, Nagad, or Rocket transaction ID before opening a chat. This single piece of information allows our payment team to trace the transaction immediately.
Include Screenshots
A screenshot of an error message, a game disconnection screen, or an incorrect bet settlement is worth a thousand words. Attach images to email queries to give our team the full picture at first glance.
Use One Channel at a Time
Opening simultaneous tickets across live chat, email, and WhatsApp for the same issue creates duplicate cases and can actually slow down resolution. Pick the most appropriate channel and follow that thread through to completion.
Be Specific About the Issue
Vague descriptions like "my deposit did not work" are harder to investigate than specific ones like "bKash deposit of ৳1,500 sent at 21:35 BST on reference TxnID XXXXX has not reflected." Specificity directly reduces resolution time.
Check Announcements First
Before contacting support, check the official ace78 Telegram channel for any active maintenance notices or known payment gateway disruptions. Many queries during peak hours relate to temporary service windows already communicated publicly.
Escalate Correctly
If a live chat agent is unable to resolve your issue, ask to be escalated to a senior agent or submit a formal complaint via email. Formal complaints are reviewed by our compliance team within 5 business days and always receive a written response.
Stay Within Operating Hours for Complex Issues
Routine queries are handled 24/7, but complex cases involving KYC review, formal disputes, or VIP account changes are best initiated between 09:00 and 20:00 BST when senior agents and compliance staff are fully available.
Still Have a Question?
Our support team is standing by right now. Get your issue resolved in minutes — no queues, no waiting, just fast and professional help in English, tailored for players across Bangladesh.
18+ only • Play Responsibly • Terms & Conditions Apply