Support

Our support team typically responds within 24 hours. Please include your account email and a detailed description of your issue so we can help you as quickly as possible.

How do I create an account?

Sign up with your email address on the Play page or through the Serpenta mobile app. You’ll receive an email verification code to confirm your account.

I can’t log in to my account

If you’re having trouble signing in, try requesting a new verification code. If the issue persists, contact us at [email protected] with your account email.

How do I change my display name?

Your display name (handle) is set during onboarding. To request a handle change, contact support.

How do I delete my account?

You can close your account through the Responsible Gaming settings, or contact support to request account deletion.

How do I deposit funds?

Deposits are handled through our hosted checkout:

• Card payment — Pay with a supported debit or credit card
• Apple Pay — Available when offered by the hosted checkout on your device

How long do deposits take?

Card checkout deposits are credited after the hosted checkout confirms a successful payment.

How do I withdraw funds?

Go to the Withdraw section in the mobile app. Withdrawals are processed to a supported payout method after review. There is a 5-day processing period for security purposes. You can cancel a pending withdrawal at any time before it is processed.

My deposit hasn’t appeared

If your deposit hasn’t been credited after 10 minutes, contact us at [email protected] with the transaction hash or payment reference.

What game modes are available?

Serpenta offers Battle Royale tournaments where up to 12 players compete in a shrinking arena. The top 3 finishers share the prize pool. Free practice lobbies are available for eligible players. See our Game Rules for full details.

What are the entry tiers?

I got disconnected during a game

If you lose connection, you have a 30-second window to reconnect and resume your game. If you’re unable to reconnect, your snake will remain in the game but will not receive any input. If you believe a disconnection was caused by a platform issue, contact support.

How is fairness ensured?

All player-versus-player outcomes are determined by player actions and game rules — not by random chance. We use anti-cheat and anti-collusion systems to maintain fair play. Read more in our FAQ.

We are committed to providing a safe and responsible gaming experience. You can manage your gaming activity through several tools:

• Deposit limits — Set daily deposit limits to control your spending
• Session reminders — Get notifications when you’ve been playing for a set duration
• Cool-off period — Temporarily restrict your account from paid tournaments
• Self-exclusion — Exclude yourself from paid tournaments for a chosen period
• Account closure — Permanently close your account

Visit our Responsible Gaming page for full details, or contact support if you need help with any of these options.

For legal, regulatory, and compliance inquiries, please contact: [email protected]

For more information about paid competitive tournaments, see our FAQ and Terms of Service.