If something has gone wrong, if you have a question you cannot find the answer to, or if you simply need to speak to someone about your account, we are here and we want to hear from you. The contact details for every channel we operate are listed on this page — please use whichever suits you best.

Who handles your message and what they can do

Every message that comes in is handled by members of our support team who are authorised to deal with account queries, payment issues, bonus disputes, and general technical problems. They can access your account history, review transactions, and take direct action where needed. If your issue falls outside what a front-line agent can resolve — for example, a dispute that requires a formal review — it is escalated internally and you are told that this has happened. You will not be passed between people indefinitely without explanation.

When you get in touch, the more detail you give us upfront, the quicker we can reach a resolution without going back and forth. Please include your registered username or the e-mail address on your account, a clear description of the problem, the date and approximate time it occurred, and — for payment queries — the transaction reference if you have it. One clear message with those details is almost always enough for us to act without needing to ask follow-up questions.

Responsible gambling and account restrictions

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated with priority and handled separately from standard support queries. If you contact us to reduce a deposit limit, that change is applied promptly and will not be talked down or delayed. If you ask for a cooling-off break or to self-exclude entirely, we act on that request as a matter of urgency — we do not use it as an opportunity to offer you a promotion or suggest you reconsider. Your wellbeing matters more than your activity on the site, and we mean that plainly.

If a self-exclusion request is unresolved or you feel it has not been handled correctly, you have the right to escalate this as a formal complaint. A formal complaint is distinct from a standard query: it is logged separately, reviewed by a senior member of the team, and you receive a written response. If you remain dissatisfied after our internal process is complete, you can refer the matter to the relevant regulatory authority. We will not obstruct that process.

One final point on security: we will never ask you for your password, your full card number, or your PIN — not by e-mail, not via chat, and not by any other means. If you ever receive a message purporting to be from KSI Casino that asks for any of those details, do not respond to it and contact us immediately so we can investigate. Protecting your account is a shared responsibility, and we take our side of it seriously.