If something has gone wrong, or you simply need clarification on how something works, we want to hear from you. The team behind KSI Casino is made up of real people who are authorised to look into account issues, payment queries, bonus disputes, and responsible gambling requests — not just to acknowledge your message, but to actually resolve it.

You can reach us through the contact channels listed on this page. When you get in touch, the more detail you can give us upfront, the better. Include your registered username or the email address on your account, a clear description of the issue, and — where relevant — the date and approximate time it occurred. If your query relates to a transaction, the payment method and amount help us locate the record quickly. Giving us this information from the start means we can usually deal with your issue in a single exchange rather than going back and forth.

What happens after you contact us

Once your message reaches us, it is logged and assigned to a member of the support team. They will review your account, check any relevant transaction or game history, and come back to you with either a resolution or a clear explanation of next steps. We do not pass messages between departments unnecessarily — the person who picks up your query is authorised to handle it.

If your concern is more serious and you feel it has not been resolved to your satisfaction, you have the right to raise a formal complaint. A formal complaint is treated differently from a routine query: it is escalated within the team, reviewed at a senior level, and you will receive a written response setting out our position. Should that still not resolve matters, you may refer your complaint to the relevant independent dispute resolution body. We will not obstruct that process.

Responsible gambling and account restrictions

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated as a priority. If you contact us asking to restrict or close your account for responsible gambling reasons, we will act on that request promptly — it will not be delayed, and it will not be treated as a standard account query. Please be as specific as you can about what you need: whether that is a temporary break, a deposit cap, or a full self-exclusion. We take these requests seriously and will confirm in writing once the restriction is in place.

One final point on security: we will never ask you for your password, your full payment card number, or any other sensitive credential via email or chat. If you ever receive a message claiming to be from us that asks for this kind of information, do not respond to it — contact us directly through the channels on this page so we can investigate. Protecting your account is a shared responsibility, and we will always do our part.