Live chat — the fastest route
Live chat is embedded in every page of 360mona.com and inside the mobile app. Tap the chat bubble in the lower corner and you are connected to an agent without leaving the game or bet slip you were working on.
Chat is the right channel for anything time-sensitive: a deposit that has not credited, a bet that settled oddly, a bonus that did not attach, or a login that is refusing an OTP. Agents can see your account activity while you talk, which removes most of the back-and-forth.
Logging in before you open chat speeds things up considerably. An authenticated session means the agent can act on your account directly rather than running identity questions first.
Email and document submission
Email suits matters that need attachments or a written record — identity verification documents, bank statements for a payment trace, or a detailed account of something that went wrong over several sessions.
Use the email address shown on the support panel in your account, and send from the address registered to your AW33 profile. Messages from an unrecognised address take longer because we have to verify who is writing before we can discuss account details.
For verification, send clear photographs of a valid Nepali citizenship certificate, passport or driving licence, with all four corners visible and no glare across the details. Blurred or cropped documents are the number one cause of delayed payouts.
What to include so we can help on the first reply
Four details solve most tickets immediately: your registered username or account email, the date and approximate time of the event, the exact amount in NPR, and the payment method or game involved.
For payment issues, add the transaction reference from eSewa, Khalti, IME Pay or your bank app. That reference lets us trace the movement with the provider instead of guessing from timestamps.
A screenshot is worth several paragraphs. Capture the full screen including any error message, and send it as an image file rather than retyping what it said.
Response times and peak hours
Live chat is staffed through the evening and late night, which is when Nepali traffic peaks — after work, through IPL matches and across European football weekends. Expect the shortest waits outside those windows.
Email replies generally arrive within one working day. Verification reviews can take a little longer when the queue builds after a major tournament or a festival promotion.
During Dashain and Tihar, staffing is reduced on the main festival days. Plan verification ahead of those weeks if you expect to withdraw during the holidays.
Complaints and escalation
If a first-line agent cannot resolve your issue, ask for it to be escalated. A supervisor will review the full account record and respond in writing with a reasoned outcome rather than a template.
Keep your ticket reference. Quoting it in any follow-up keeps the whole history attached to one case instead of spawning a new thread each time you write.
We ask for the chance to put things right internally first. Where a dispute remains unresolved after our final written response, the terms page explains the further steps available to you.
Staying safe from impersonators
AW33 staff will never ask for your password, your full wallet PIN or a remote-access session on your phone. Any message making such a request is a scam, regardless of how official it looks.
We do not run support through unofficial social media groups, and we do not send payment links over messaging apps. All deposits and withdrawals happen inside the cashier on 360mona.com or in the app.
If you receive a suspicious approach using the AW33 name, forward it to support so we can act on it — and never engage with it directly.