Behind KSI Casino there is a real team of people whose job is to sort things out for you. Whether you have a question about a transaction, a concern about your account, or something more serious that needs escalating, we want to hear from you and we want to resolve it properly.

What to include when you get in touch

The single most common reason a support exchange runs to two or three messages instead of one is missing information. If you write to us, please include your registered username or the email address on your account, a clear description of what happened, and — where relevant — the date and approximate time of the transaction or event in question. If you are raising a payment issue, the deposit or withdrawal amount and the method you used will help us pull up the right records immediately. The more we have to work with from the start, the sooner we can give you a straight answer.

Once your message reaches us, it is logged and assigned to a member of the support team who has the authority to look into your account, review transaction histories, check bonus activity, and liaise with our payments or technical teams where needed. You will not be passed between departments unnecessarily — the person who picks up your case is there to see it through.

Responsible gambling and account controls

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated as a priority and handled separately from general queries. If you tell us you want to set a deposit limit or take a break from playing, we act on that promptly — these are not requests we defer or ask you to reconsider. If you want to self-exclude, we will process that without delay and ensure your account is closed to play for the period you specify. Please contact us through the channel shown on this page and state clearly what you need; you do not have to explain yourself or justify the request.

If your concern is not resolved to your satisfaction through our standard support process, you have the right to raise a formal complaint. A formal complaint is reviewed by a senior member of the team rather than first-line support, and we will acknowledge it and work towards a resolution. Should we be unable to reach an outcome that satisfies you, you may escalate the matter to the relevant independent body — details of which are available in our Terms and Conditions.

One final and important point: we will never ask you for your password, your full card number, or any other sensitive security credential by email or through any chat channel. If you ever receive a message purporting to be from KSI Casino that asks for this kind of information, do not respond to it — contact us immediately through the details on this page so we can investigate.

Players in the UK are fully supported and welcome to contact us about any aspect of their account. We are here to help, and we take every message seriously.