Kansino makes every effort to make your experience as good as possible. In doing so, we fully understand that we cannot always meet your expectations. If there is anything you do not agree with, please contact customer support. The customer service team will try to assist you as best they can. Should you not receive a satisfactory response, you can file a complaint through the following channels.
How to contact Kansino
Opening hours:
Kansino's customer service is open 24 hours a day, 7 days a week.
Contact channels:
You can contact our customer service:
1. Using the "Live Chat" function on our site, www.kansino.nl
2. Email address: [email protected]
3. By phone on 0800-7770333
Filing a complaint is free through all these communication channels.
Filing a complaint?
If you have a complaint as a player, you can contact us by sending an e-mail to [email protected]. Our customer service team will acknowledge receipt of your complaint within 72 hours. A senior staff member will review and address the complaint as soon as possible, and we will use the best available resources to address and respond to your complaint. Your complaint will be responded to within 8 weeks.
In the event that the complaint cannot be considered, you will be informed of this decision in writing within 7 days.
Complaints that have been responded to and/ or been dealt with previously, will not be considered again, the formal response and decision including arguments motivating this conclusion will be provided to you.
Any settlements arising from a complaint will be dealt with within 72 hours of the settlement.
Required information
In order to handle your complaint as quickly as possible, please provide us with as much information as possible, including:
A. Your name and email address
B. A detailed description of your complaint
C. screenshots and recording of any material related to your complaint
External escalation
Should you disagree with our response and eventual resolution of your complaint, you can choose to file a complaint with the ODR.
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