If something’s gone wrong with your account, this page covers how to reach the support team and what to have ready before you do. Most support interactions take longer than they need to because the player didn’t include the right information upfront — the agent asks, the player finds it, the thread goes cold. Having what’s needed ready before you open a chat is the single thing that speeds up resolution.
Contact Channels
Live chat in the app is the main channel and the fastest. Open EK7 and find the support or chat option in the app menu.
The platform states 24/7 availability. Response time during peak hours is 1-2 minutes for an agent — off-peak tends to be quicker. If the queue is long and your issue isn’t urgent, email is a reasonable alternative.
Email — [email protected] is better for issues that need documentation attached: withdrawal disputes with transaction references, account verification questions with document uploads. It’s slower than live chat. Expect a reply within [timeframe].
Contact form at ek7game.me
What to Have Ready Before You Contact
The information support needs depends on the type of issue.
For account access problems — locked account, OTP not arriving, login errors — your registered mobile number is the primary identifier. Have it ready along with your account ID if you know it.
For payment and withdrawal issues, the UPI transaction reference number is what matters. It’s in your UPI app transaction history — a long alphanumeric string tied to each transaction. Without it, support cannot trace what happened on the banking side. They’ll ask for it. Sending it upfront removes one round of back and forth. Also include the transaction amount, date, and a screenshot of any error message.
For bonus issues, the relevant detail depends on which bonus: date of registration for the welcome bonus, the referred player’s registered mobile number for referral bonus queries.
For app problems — crashes, payment screen errors, game loading failures — include your Android version (Settings → About Phone) and the EK7 app version. A screen recording is more useful than a description.
What Support Can Handle
Account access: locked accounts, login failures, OTP problems, password resets, and session issues after app updates.
KYC and verification: document submission guidance, verification status checks, queries about rejected documents.
Withdrawals: payouts pending beyond the normal timeframe, failed transactions, payments that went to a wrong destination.
Bonuses not credited: welcome bonus not appearing after registration, referral bonus not triggering after the qualifying condition was met.
Technical issues: app crashes, screens that won’t load, payment confirmation failures.
What Support Cannot Do
Game results are final. A hand of Rummy or Teen Patti that’s been played cannot be reviewed, reversed, or refunded. This is true regardless of the circumstances — disconnection, a disputed card, a misread hand. The outcome stands.
TDS deductions are statutory. The 30% tax deduction on winnings is required under Section 194BA of the Indian Income Tax Act. Support cannot reduce it, override it, or return the deducted amount. It’s not a platform fee — it’s a legal requirement that applies to every regulated online gaming platform in India.
Wagering requirements on bonuses cannot be waived. Bonus balance converts to withdrawable cash once play-through requirements are met. Support cannot accelerate or remove this condition.
Referral codes cannot be applied retroactively. If you registered without entering a code, that window is closed. The code cannot be added to an existing account.
Bank-level UPI blocks are not something EK7 can fix. If your bank has restricted UPI transactions to gaming platforms, that restriction is set at your bank — not EK7’s end. The solution is switching to Google Pay or PhonePe rather than your bank’s native UPI app. A support ticket won’t lift a bank-side block.
When the First Contact Doesn’t Resolve It
Ask specifically for an escalation. Most support setups have a second tier for complex or unresolved issues. Using the word “escalate” in the chat tends to move things more efficiently than re-explaining the problem.
Always include your ticket or conversation reference number in any follow-up contact. Without it, the next agent starts from scratch with no context from the previous exchange.
For withdrawal disputes that are genuinely stalled: the UPI transaction reference number is the piece of information that allows anyone — support or your bank — to trace what happened to a payment. If you have it and the first agent couldn’t resolve the issue, the escalation team needs it too.
Questions That Come Up
Is support actually available at 3am?
24/7 is stated on the platform. If there are known gaps in availability, state them here. Users who contact support at 2am expecting a response and wait until morning feel worse about the platform than users who were told upfront that overnight response times are longer.
How long does it actually take to get a response?
Live chat: 1-2 minutes typical wait for an agent during peak hours, faster off-peak. Email: 1 hours for a first response.
Can support see my game history?
Yes. Agents can view account activity, transaction history, and game results on their end. You don’t need to reconstruct what happened or provide screenshots of game outcomes — they have access to the account data directly.
I think someone else got into my account.
Contact support via live chat immediately and ask for an account freeze. Don’t wait. While you’re doing that, open your banking app separately and reset your UPI PIN — if the account was compromised, you want that payment method locked on the banking side independently of anything EK7 does. The two actions together limit damage faster than either one alone.