1. How to get in touch
The main channel is the built-in ticket system. Send the bot the /support command, describe the issue in a single message, and the request is stored with a number. The answer arrives as a direct message from the same bot. Your requests and their status are available under /my_tickets.
There is no need to duplicate a request through other channels — the ticket number is enough for any investigation.
If you have no access to the bot — you are writing on behalf of a bank or a regulator, you are asking about personal data, or you simply have no Telegram account — use any of the contacts below. The answer goes to whichever contact you leave.
- Operator: ком17
- Support tickets: the
/supportcommand in the bot - Web form: https://tgbot.delabs.space/contact/en
2. Response times
Payment requests are reviewed within 3 (three) business days; personal-data requests (section 8 of the Privacy Policy) within 30 days; written claims within 30 calendar days.
3. What to include in a payment request
So that the investigation does not need a second round of questions, state up front:
- the date and time of the payment;
- the amount and the payment method (card / SBP / crypto);
- the payment identifier or order number, if you have one;
- what happened: money debited and coins not credited, the wrong amount
credited, or the payment stuck in processing.
4. What support cannot do
Refund coins already spent on game features, purchases or transfers (section 5 of the Terms of Use); reverse the outcome of a game feature; or restore access to a Telegram account — that is Telegram's responsibility, not the Service's.