PhoneWeb NotesKeeping records for support on a phone
As of 2026-11-02 the only SNOW channel that actually answers is the 1:1 enquiry, and replies appear inside your account. One screenshot explains more than a paragraph. Complaints must also be raised within 6 months, so it pays to keep records as you go. Below: the rules to check before writing, how to capture the screen, and what to cover up.
Which channels are open
The right-most tab at the bottom of the phone screen, Support, opens /ko/support. This was the status of each channel on the check date:
| Channel | Status | On a phone |
|---|---|---|
| 1:1 enquiry | Open; replies appear in your account | Written while signed in; the easiest place to attach images |
| Telegram support | Opening soon | No official account yet. A Telegram account calling itself SNOW support is not official |
| Live chat | Coming soon | None |
| Coming soon | None |
Article 16 of the terms says complaints go through the 1:1 enquiry within 6 months. The company then replies within 14 days.
Rules to check before you write
Many common problems already have a rule in the terms. Checking it first can save a wait. If you still need to write, you can say exactly where things differ from the rule.
| Situation | Check first | Basis |
|---|---|---|
| Cannot request a withdrawal | Have you wagered at least 1× your deposit? | Art. 5 (anti-money-laundering) |
| Withdrawal on hold after a password change | A new password holds withdrawals for 24 hours | Account security notice |
| Withdrawal is slow | Target times: crypto within 1 hour, bank within 1 business day | Art. 6 |
| Crypto deposit not in the balance | Did the coin and network match the deposit screen, and does your wallet show a TxID? | Deposit screen |
| Asked to verify identity | First bank deposit or withdrawal, about USD 2,000 cumulative, or unusual activity | Art. 4 |
| A stage reward did not arrive | No stage rewards during a break or self-exclusion | VIP rules |
Screenshots and screen recordings
| To do this | iPhone | Android |
|---|---|---|
| Screenshot | Press and release the side button and volume up together (Home-button models: Home and side button) | Press power and volume down together |
| A whole long page | In Safari, take a screenshot, tap the preview and choose Full Page at the top (saved as PDF) | The scroll-capture button that appears right after a screenshot (Scroll capture on Samsung; the name varies) |
| Screen recording | The Screen Recording button in Control Center; add it by editing Control Center if missing | Screen record in Quick Settings (Android 11 and later) |
If an error only appears after a certain sequence, a recording beats a screenshot. Start recording, slowly repeat the steps from the beginning, hold on the error for two or three seconds, then stop. If the enquiry form will not take the video, send a screenshot of the error frame.
Screens worth keeping
- The whole screen showing the error message. A screenshot is more accurate than retyping it.
- The line in your account’s transaction history with the date, time, amount and status.
- For crypto, the transaction detail in your wallet or exchange app: TxID, coin, network and receiving address.
- For a problem during a game, the part of the game history that shows the round number or time.
- The status-bar clock shows time but not date. So also keep a screen that shows the date, such as the transaction history.
What to cover, and what to leave
Screenshots sent through the 1:1 enquiry in your own account can stay as they are. Support may need your username or transaction details to find the case. Showing them anywhere else is different, whether on a forum, to a friend or on another site. Cover your username, nickname, balance and wallet address. Also cover any other member’s nickname that appears.
Either way, never send a password, a 6-digit authenticator code, an 8-digit recovery code or a wallet recovery phrase. Anyone asking for these is not support.
- iPhone: open the screenshot in Photos and tap Edit › Markup (the pen) › + › a rectangle. Switch its style to filled and place it over the text.
- Android: in Google Photos use Edit › Markup, or in Samsung Gallery Edit › Draw. Pick the thickest pen and an opaque colour.
- Where a part is not needed at all, cropping it out is safer than painting over it.
A highlighter is translucent, so the text underneath shows through, and light blurring or pixelation can leave text guessable. Use an opaque shape or crop.
Writing the enquiry
- When: date and time, in Korea time as the site shows it
- What you did: the menu you tapped, the amount, the coin and network
- What you saw: the error message word for word, or the screenshot
- What you want: credit the deposit, confirm the withdrawal, and so on, in one sentence
Keep to one problem per enquiry. Screenshot what you sent; it marks the start of the 14-day reply period.
How long to keep it
Because the complaint window is 6 months, keep deposit and withdrawal screenshots in a separate album for about that long. Once the issue is settled, delete the ones that show your username, balance or wallet address. Then empty Recently Deleted or the bin as well.