Diamond Exchange customer care

How our support works

Everything on this desk runs through WhatsApp, and that includes help. When something goes wrong — a login that will not take, a deposit that has not landed, a withdrawal you want to chase — you message the same desk that set up your ID. There is no separate portal, no reference number to memorise, and no starting over with someone who does not know your account.

What we can help with

• Account access — forgotten passwords, rejected logins, sessions that keep dropping.
• Deposits — confirming a top-up, tracing one that has not shown, or getting current payment details.
• Withdrawals — requesting a payout and checking where it stands.
• Getting started — setting up the web app, understanding markets, or trying a demo ID.
• Responsible gaming — setting limits or taking a break. See the responsible gaming page.

When we are available

The desk aims to be reachable around the clock, and it is busiest on match days when cricket is live. If you message during a packed IPL evening, a reply might take a little longer than a quiet afternoon — that is the honest picture rather than a promise of instant replies at every hour. We answer in Hindi and English, so use whichever you are comfortable with.

Get your issue solved on the first message

You will get a faster fix if your first message has the details we need. Depending on the problem, that means:

• For login issues: your username and a short description of what happens when you try.
• For a deposit: the amount, the method, and a payment reference or screenshot.
• For a withdrawal: the amount and confirmation the funds go to an account in your name.

Sharing these up front saves a round of back-and-forth. Never share your password — we do not need it, and we will never ask.

If you feel you are not being treated fairly

We would rather you tell us than walk away frustrated. If a payment feels stuck, an answer did not make sense, or you think something has gone wrong, say so plainly in the chat and we will work through it with you. Being an independent desk means our reputation rests on sorting these out, not brushing them off. More on who we are and how to reach us is on the contact and about pages.

What sits outside the desk’s control

Being straight about this saves everyone an argument. Diamond Exchange customer care cannot reverse a bet you placed by mistake once a market has settled, cannot change the price you got, and cannot make your bank move faster than your bank moves. We do not set the odds, we do not decide which markets open on a given fixture, and we cannot get you a refund because a result went against you. What we can do is explain exactly what happened, show you where the rule sits, and chase anything that genuinely looks wrong on our side.

Message templates that get a fast answer

Copy one of these, fill in the blanks, send it as your first message. It will save you two rounds of back-and-forth.

• Deposit not credited: “Username: ____. Sent Rs ____ by UPI at ____ today. Reference: ____. Screenshot attached. Points not showing yet.”
• Withdrawal request: “Username: ____. Please process Rs ____. Bank account is in my own name, last four digits ____. No open bets.”
• Login problem: “Username: ____. Password rejected since ____. Using Chrome on Android. Error message says ____.”
• Settlement query: “Username: ____. Match: ____. Market: ____. Bet placed at ____ for ____ points. Settled as ____, I expected ____.”
• Limit or break: “Username: ____. Please set a weekly deposit limit of Rs ____ / please pause my account for ____ weeks.”

How we confirm it is really you

Before anything on your account changes — a password reset, a bank account swap, a limit, a payout to a new destination — the desk confirms you are the account holder. That normally means the request coming from the same WhatsApp number the account was opened on, plus a couple of details only you would know: your username, roughly when you opened the account, and the amount and method of a recent transaction. We will never ask for your password, a one-time code, or a full card number to prove identity. If the number has changed, expect the check to be slower and more thorough, because that is exactly how accounts get stolen.

What turnaround actually looks like

A first reply on WhatsApp usually comes quickly at quiet hours and takes longer during a live IPL run chase, when the queue is full of people wanting the same thing. A password reset is normally done inside the conversation. A deposit trace depends on how fast the bank feed updates, so allow a short wait rather than expecting an instant answer. A withdrawal moves once it is checked and then sits with the bank. A settlement review takes longest, because someone has to pull the market rules and the ball-by-ball record before replying properly. Diamond Exchange customer care would rather give you a slower correct answer than a fast wrong one.

Raising a formal complaint

If the normal chat has not sorted it, say the word complaint in the message. That changes how it is handled. Then:

1. Put the whole thing in one message: what happened, when, the amounts, and what outcome you want.
2. Attach your evidence — screenshots of the bet slip, the bank entry, the earlier chat.
3. Ask for it to go to a supervisor if the first reply does not address the substance.
4. Keep the thread in one place. Starting a second conversation resets the history and slows everything down.
5. Give the review a working day before chasing, then chase in the same thread.

You will get a written answer explaining the decision and the rule it rests on, whether or not it goes your way.

How a settlement question gets looked into

Settlement disputes are the ones people care about most, so here is the actual process. The desk pulls the market as it stood, the terms attached to it, and the official scorecard or result feed for that fixture. Those three are compared against your bet slip. Most of the time the answer is a rule people had not read — a session market voided because the overs were not completed, or a match settled on a revised target after rain. Occasionally something has genuinely gone wrong, and then it gets corrected and the balance adjusted. Either way you get told which of the two it was.

Big match nights

On an IPL final or an India knockout the desk is at its busiest and its slowest at the same time. Deposits and account access are prioritised, because those are the things that stop you playing; general questions wait. Practical advice from people who work those nights: top up before the toss, not in the 18th over. If you know you will want funds out afterwards, raise the request early rather than at 1am with everyone else. Diamond Exchange customer care stays reachable through the night, but a queue is a queue.

Support in Hindi

Write in Hindi, Hinglish or English — whichever you actually think in. Most account problems get described far more accurately in the language someone is comfortable with, and a vague description in stiff English is the main reason a simple issue takes three messages. Payment references, bank names and usernames should still be sent in the Latin script exactly as they appear, so nothing gets lost in transliteration.

Records you should keep yourself

Do not rely on anyone else’s records, including ours. Keep these on your own phone:

• Screenshots of every deposit success screen, with the reference visible.
• The bank entry for every payout received, so you can match it to the chat.
• A note of any bet you think was settled oddly, taken at the time, with the price and stake.
• The WhatsApp thread itself — do not clear it. It is the whole history of your account.

People who keep these get issues resolved in one message. People who do not spend a week reconstructing what happened. If any of this is starting to feel heavier than it should, the responsible gaming page has limit tools and free confidential help.

Message the desk

Whatever the question, the fastest route is the WhatsApp button on this page. Whether you already have an ID or are just weighing things up, you are welcome to ask — there is no cost to a conversation and no obligation to deposit.