If something isn't working the way it should, or you have a question about your account, we want to hear from you. Behind KSI Casino there is a real team, employed by Win Top Ltd, and our support staff are authorised to handle the full range of player issues — from account verification and payment queries to bonus disputes and anything else that affects your experience on the site. You are not writing into a void.

To get your issue resolved in a single exchange rather than a back-and-forth thread, it helps to include a few key details when you first reach out. Tell us your registered username or the email address on your account, describe what happened and when, and if the issue relates to a transaction, include the transaction ID or the approximate date and amount. The more clearly you set out the situation upfront, the faster we can act without coming back to ask follow-up questions.

Once your message arrives, it is logged and assigned to a member of the team who has the authority to investigate it properly. Where your query relates to payments, it goes to someone with direct access to transaction records. Where it concerns a bonus, it goes to someone who can review the full activity on your account. You will receive a reply through the same channel you used to contact us. We do not bounce enquiries between departments unnecessarily.

Responsible Gambling Requests

If you are writing to us about a deposit limit, a cooling-off break, or a self-exclusion, we treat that message differently from a standard query. These requests are prioritised and handled by a dedicated member of the team. We will not try to talk you out of a responsible gambling measure, add delays, or make the process harder than it needs to be. If you ask to be excluded, that instruction is acted on without negotiation. Please be as clear as possible in your message about what you are requesting so we can apply the correct measure to your account without misunderstanding.

Formal Complaints and Security

If your issue is not resolved to your satisfaction through our standard support channel, you have the right to escalate it as a formal complaint. A formal complaint is reviewed at a higher level within Win Top Ltd and you will receive a written response. If you remain unhappy after that, the matter can be referred to the Anjouan Gaming Authority, which issued our licence. 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 email, not through any chat channel, not under any circumstances. If you receive a message claiming to be from KSI Casino that asks for any of these details, do not respond to it and contact us immediately through the official channels listed on this page. Protecting your account is a shared responsibility, and we take our side of it seriously.