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Complaint Procedure

The purpose of this complaint procedure document is to inform you, our customers, on how you can contact us regarding any complaints that you may have about our services. This procedure also explains how we at Play North Ltd. (the “Company”) handle complaints and what options are available if players are not satisfied with our resolution regarding their complaints.

How to contact Kansino

Opening hours:

Kansino's customer support is open 24 hours a day, 7 days a week.

Contact channels:

You can contact our customer support:

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 of charge through all communication channels mentioned above.

How to make a complaint

If you as a player have a complaint, you can contact us via emailing to [email protected]. Our customer support will confirm receipt of your complaint within 72 hours. A member of staff will review and address the complaint as soon as possible, and we will use the best available methods to resolve your complaint. Your complaint will be resolved within 8 weeks by the latest.

In the scenario where the complaint is not accepted for handling, you will be informed in writing about this decision within 7 days. Complaints that have already been addressed previously will not be handled again, the formal decision including argumentation will always be provided to you. Any settlements following a complaint will be settled within 72 hours after said settlement.

Internal escalation

If you are not satisfied with the outcome your complaint, kindly inform us and we shall escalate the complaint within our organisation.

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