Support

Help & disputes

VictoryPool handles account, payout, and integrity questions through one support desk. Balance disputes are prioritized and tracked with a ticket ID in your wallet.

Response times

  • Payout or balance holds: first response within four business hours. Complex AML reviews may take longer, with written updates every 48 hours.
  • Competition integrity: triage within one hour for live matches; post-event appeals within one business day.
  • General product questions: same-day for messages received before 17:00 ET on business days.

Disputes & evidence

Include match IDs, timestamps, and any screenshots from inside the client. Do not share one-time codes or full card numbers. We will never ask for your password over email.

Escalation

If a ticket is closed and you still believe a ledger line is wrong, reply with REOPEN and the ticket ID. A different analyst will take the case.

Contact support

Route verification holds, ledger questions, or integrity concerns to the desk. Signed-in users can track status under "Your tickets" on this page.

Open a dispute

Sign in to submit a dispute linked to a match, competition, or wallet transaction.

Your tickets

Sign in to see ticket status and history.