If something has gone wrong, or you simply need clarification on how something works, we want to hear from you. Behind KSI Casino is a real team operated by Win Top Ltd, and the people who handle your messages are authorised to deal with account queries, payment issues, bonus disputes, and responsible gambling requests — not just to pass things along.

You can find the available contact channels elsewhere on this page. Whichever route you choose, the same team receives your message and the same process follows.

What to include when you write to us

The single most useful thing you can do is give us enough detail to resolve your issue in one exchange. That means 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 event, the game or transaction involved, and any reference numbers you have to hand. If your query is about a withdrawal, include the amount and the payment method you used. The more specific you are, the less likely we are to need to come back to you with follow-up questions before we can act.

Once your message reaches us, it is logged and assigned. You will not be dealing with an automated system that closes tickets without resolution. A member of the team reads what you have sent, checks your account where necessary, and works toward a direct answer. We do not send holding replies as a matter of course — if we respond, it is because we have something useful to say.

Responsible gambling requests and formal complaints

If you are writing to us about a deposit limit, a cooling-off period, or self-exclusion, we treat that differently from a standard query. These requests are acted on as a priority. We do not ask you to justify them or wait for a review window. If you want to reduce your deposit limit or step away from the site for a period, tell us clearly in your message and we will process it without delay. Self-exclusion requests are handled with particular care — once applied, they are not easily reversed, and we will explain what that means before confirming.

If you have a complaint that you feel has not been resolved to your satisfaction through normal support, you have the right to escalate it. We are licensed by the Anjouan Gaming Authority under licence number ALSI-202601040-FI2, and unresolved complaints can be referred to that authority if you believe we have not dealt with your issue fairly. We will always tell you how to do that if it comes to it.

One final point on security: we will never ask you for your password, your full card number, or any authentication code via email or chat. If you receive a message claiming to be from us that asks for any of these, do not respond to it — contact us directly through the channels listed on this page so we can investigate.