Live chat first
Chat sits in the bottom bar and someone is on it at any hour, in Bahasa Melayu, English or Chinese. Whoever picks it up already has the wallet, the attached bonus and the last transaction on screen, so the second round of questions rarely happens.
With a cashout still in the queue, the agent names the stage it has reached rather than sending you away to try again later.
Telegram and WhatsApp
Free credit drops go out on Telegram, the Touch 'n Go one included, which opens 3 times a week. WhatsApp is the better fit for players who like keeping everything in a single thread.
Both channels carry the same cashier questions as live chat, so a deposit stuck between a Touch 'n Go transfer and the wallet is usually sorted in the thread rather than on a form.
Email for anything with a document
A payout review, a change of bank name, anything that needs a file attached: email handles those, and the reply usually comes back the same day.
For a bonus question or a turnover figure, the SpinCity99 free credit page tends to answer faster than opening a ticket.