If something has gone wrong, or you simply need clarification on how something works, we want to hear from you. The contact details for reaching our support team are listed on this page — this section explains what to expect once you get in touch, and how to make the process as straightforward as possible.

What to include when you write to us

The single most useful thing you can do before sending a message is to gather a few basic details: 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 in question. If your query relates to a specific game round or transaction, the round ID or transaction reference helps us locate the record without needing to go back and forth. Including these details in your first message means we can usually resolve the matter in one exchange rather than several.

Players based in the UK are fully supported and welcome to contact us about any aspect of their account. There is no restriction on who can reach out, and every message is handled by a real member of our team with the authority to investigate account issues, review transactions, apply adjustments where warranted, and escalate anything that requires a senior decision.

Responsible gambling requests and formal complaints

If you want to set a deposit limit, take a cooling-off break, or request a self-exclusion, please contact us directly and state clearly what you need. We treat these requests as a priority. A self-exclusion request, in particular, is acted upon as promptly as we are able — it is not treated as a standard query and will not be delayed by routine queue handling. If you are unsure which option is right for your situation, describe what you are experiencing and we will help you identify the appropriate tool.

If your concern is a formal complaint rather than a general query — for instance, if you believe we have acted incorrectly and a standard support response has not resolved the matter — you should tell us that explicitly. Formal complaints are logged separately and reviewed at a higher level. If we are unable to reach a resolution that satisfies you, you have the right to escalate the matter to the Anjouan Gaming Authority, our licensing body, which operates independently of KSI Casino and Win Top Ltd.

One final point worth stating plainly: we will never ask you to share your password, your full card number, or any other sensitive security credential over 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 through the official channel listed on this page and let us know. Protecting your account is a shared responsibility, and we take our part in that seriously.