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How to report a problem to support with evidence that gets it sorted
A report that gets resolved quickly contains four things: your username, the transaction ID or round ID, the time it happened, and a screenshot showing the problem. Send them together in one message through live chat after signing in, by email or on the official Telegram. Your password and OTP codes are never needed.
Last checked · answers by the SlotKaki help team
Transaction IDs and round IDs: where to find them
A transaction ID identifies a single deposit or withdrawal. A round ID, or bet ID, identifies a single slot spin, live casino round or sports bet slip. With that number, staff can open the exact record instead of guessing.
- For payments: open the transaction history in your account on slotkaki.org and copy the transaction ID. Keep the reference number from your FPX, DuitNow or Touch 'n Go eWallet receipt on the bank or wallet side too.
- For games: open the bet history or round history. Most providers show the round ID in the details of each spin or hand.
- For sports: copy the bet slip ID and note the match and the market you picked.
- Note the date and time in Malaysian time, and the amount in MYR.
If a game cut out mid-round, disconnected mid-game explains how to check the result. For a payment that hasn't reached your balance, see deposit problems.
Screenshots that actually help staff
One complete screenshot is worth more than ten partial ones.
- Capture the whole screen, including the error message, the time and, if possible, the address bar.
- Take the shot as soon as the error appears, before you refresh the page.
- For payments, include the bank receipt showing the amount, date, time and reference number.
- For game problems, include the history page showing the round ID, not just a picture of the reels.
- A short screen recording helps when a problem keeps repeating, such as a button that doesn't respond.
Before sending, check that nothing sensitive is visible, such as the balance of another bank account or a code that just arrived by SMS. Cover it with your phone's photo editor.
Which channel to use for which problem
| Channel | Use it for | Note |
|---|---|---|
| Live chat in your account | After signing in: deposits, withdrawals, games, bonuses | Your account is easier to identify because you are already signed in |
| Email [email protected] | Can't sign in, account locked, documents to send | Send it from your registered email address |
| Telegram @Slotkakiofficial | General questions, or when live chat won't open | Check the handle carefully, as copycat accounts use near-identical spellings |
This help centre doesn't take reports and has no access to your account. Its role is described on about the SlotKaki help centre. How to confirm you are contacting the real channels is covered in Official Support Channels: verifying Telegram and email.
A complete report message, worked through
Use this order so staff don't have to come back with questions. The details below are an example only.
- Username: for example, ali_88.
- The problem in one sentence: "A RM50 DuitNow deposit hasn't reached my balance."
- Time: 20 October, 9:42 pm.
- References: the transaction ID from your account history and the bank reference number.
- What you have tried: logged out and back in, checked the transaction history.
- Attachments: the bank receipt and a screenshot of the transaction history.
Send one report per problem, and reply in the same conversation when you have more to add. Opening several tickets about the same thing can slow the review down. Short answers to common questions are on the FAQ page.
If it still fails: reply in the same thread with the ticket number or a screenshot of the first conversation, the transaction ID or round ID, and all the original attachments. If the first channel doesn't answer, try another official channel and mention that you have reported it before.
Frequently asked questions
What is a round ID and where do I find it?
A round ID is a unique reference number for a single slot spin, live casino hand or bet. It is usually shown in your bet history or in the round details inside the game. Copy it into your report so staff can check the exact record.
Do I need to give support my password so they can check my account?
No. Official support never needs your password or an OTP to check an account. They work from your username, transaction IDs and the evidence you send. Anyone asking for your password should be treated as a scammer.
Which channel should I use for a deposit problem?
Live chat after signing in is usually the most suitable, because your account is easier to identify. Put the transaction ID, the bank receipt with its reference number, the amount and the payment time in your first message so staff don't need to ask again.