During registration we will ask for a photo as proof of identity and verify it via iDIN, a safe and trusted method by your bank. Once this is successful, verification will no longer be necessary, not even for withdrawals.

No, however certain documents can be requested at a later stage.

It is a legal obligation to confirm your identity via iDIN, a safe and trusted method by your bank.

You can close your account by contacting customer support, via live chat, phone or email. Please withdraw the funds from your account before closing it. A player can close their account at any time.

This happens occasionally. Contact our customer service via live chat and they will send you the code manually.

Don't panic. If the problem persists, clear your browser history, or delete your cookies and restart your browser. If you are afraid that you lost your winnings, take note of the bet time and send an email to [email protected] with this information. We can then see the outcome of your last spin or bet.

Transferring money is very simple with Kansino and can be done securely via iDeal. When you are logged in to your account, click on balance and then on top up.

No, this is not possible. You can only deposit money with the account number you have registered with us.

We process your withdrawal almost immediately, but depending on the bank, it often takes up to 3 business days before it is deposited into your bank account. A withdrawal can be done by clicking on the side menu or your profile icon when logged in, on top right-hand side and selecting ‘Withdraw’. When you log out of your session, we also ask you if you want to withdraw any winnings first.

Please contact our customer service via the 24/7 live chat. They can immediately see if something has gone wrong.

Don't worry, this amount will be automatically refunded to your account. You can only deposit with us using the account number with which you initially registered via iDIN. The refund can take a few days. If you want to change the account number you want to deposit with, please contact our customer service.

You will receive this back to your bank account within 3 business days.

No, this is not possible. We process your withdrawal almost immediately.

The minimum withdrawal amount is €1.

The minimum deposit amount is €10 whereas the maximum deposit amount is €5,000. You can also set a deposit limit from the ‘Responsible Gaming’ section under ‘My Account’.

The maximum amount is €30,000 per day. Keep in mind your set maximum balance limit.

Your bonus may have expired, or you might have forfeited it to either make a withdrawal or claim another bonus. Additionally, you may have asked a Customer Service agent to forfeit the bonus on your behalf.

Once a bonus is forfeited you are not able to reclaim it.

If you are under 24 years old, you are not eligible for bonuses due to regulations. As a result, the promotions page will not be visible to you. Alternatively, you may have a limit, had an intervention that includes a cooling-off period or returned from a self-exclusion which also has a 90 days cooling-off period. This is outlined in both the general and specific bonus terms and conditions.

You might have requested to be opted out from receiving bonuses in the past. This is requested via Customer Service, therefore should you which to revert this decision please contact our dedicated agents via live chat or via email [email protected].

Welcome Offer? The welcome offer is only available to players who registered after March 7th 2024. To qualify, it must be your first deposit and within 60 days of registration. If you claim another bonus before the welcome offer, you will lose the chance to benefit from the welcome offer, as it is exclusively available for the first deposit.

To claim any other bonus, you need to make a deposit that meets the minimum requirement. This minimum eligible deposit is always stated in the promotion page and in the specific bonus terms and conditions.

The deposit must be made in a single transaction and cannot be combined. For example, two deposits of €10 each will not qualify for a bonus requiring a minimum deposit of €20. Additionally, the deposit must be made using an accepted payment method.

You cannot claim more than one bonus at a time. To claim another bonus, you must either complete the wagering requirements of your active bonus or forfeit the active bonus. Please note that forfeiting a bonus will result in the loss of any remaining bonus balance, including any winnings derived from that bonus.

To protect our players and be in line with the latest regulations, we ask you to set playing limits. You can easily set these limits in your account under ‘Responsible Gaming’. If you want to increase a limit, it will take 7 days for this change to take effect.

As of the 1st of August 2024, all limits will refresh according to calendar months, weeks and days in UTC time accordingly to adhere to regulations. Therefore, all calendar month limits will be refreshed on the 1st of each month at 00:00 UTC (02:00 CEST/01:00 CET).

This means that calendar limits will now calculate as follows:

Calendar Month: from the 1st to the end of each given month
Calendar Week: from Monday to Sunday of each week
Calendar day: daily from midnight to 23:59 UTC (01:59 CEST/00:59 CET)

For young adults the default net deposit threshold is 350 EUR while for customers over 24 the default limit is set at 700 EUR for every calendar month, unless otherwise defined prior to October 1st, 2024. When the net deposit threshold is triggered then you will receive an affordability alert onsite guiding you on the next steps.

‘Net Deposit’ is the amount of money you've put into your account minus what you've taken out. For example, if you deposit €100 and then withdraw €30, your net deposit is €70.

If you want to increase your threshold alert, you'll need to show that it's okay for you to spend more. This means you might need to share some information or consent to obtain bank information or documents that show you have enough money to support this change. 

Your new alert is decided after we check the information you provide, like how much money you have as an income. This is to make sure the new alert is safe for you and fits within the rules set of the regulations.

Kansino sets limits and alerts to make sure everyone plays safely and doesn't spend more money than they can afford. It's like having a safety net so you don't get carried away. This is part of the rules to help keep gaming fun and responsible.
 

If you trigger your alert, you will not be able to deposit for the rest of the calendar month. This alert will be reset on the 1st of the next calendar month and you can then proceed to deposit again.

The new regulations do not refer to limits but to alerts of possibly risky behaviour, which Kansino has introduced into a new friendly customer flow that keeps things simple and safe for its customers. Despite these alerts not being visible in your account, you are more than welcome to utilise the rest of the available deposit and loss limits from your ‘my account’ page.

Valid documents are things that show your income, like your payslip, bank statements, or tax return.The documents must not be older than 3 months.  These documents will help us understand where the alerts for the net deposit threshold would need to be set.

No, in certain cases it will be sufficient to share information on occupation and define how much money you earn through our income declaration form.
Another option would be to supply the needed information through our automated verification, that will allow us to request the needed information through your personal bank account.

If you're self-employed, you'll either need to provide us with a simple statement of your monthly/ yearly income or you’ll need to show proof of your income. This can be documents like your latest tax return or provide consent to your main personal bank account(s) through our automated verification that shows the flows of income from your business to you.

If you're retired, you'll either need to provide us with a simple statement of your monthly/ yearly income or you’ll need to provide consent for us to retreive high level information from your main personal bank account(s) through our automated verification that shows the flows of the pension payments. These show how much money you get from your pension or any other sources of income. It's just a way to prove that you have money coming in to support your gaming.
 

If your partner supports you financially, you can use a joint bank account where you appear as a co-owner, and provide consent for us to retrieve from the joint bank account high level information about the  proof of your partner’s income or a statement or letter from them explaining this.  

Yes, you can use passive income, like rent from a property or interest from investments. You'll need to provide us with information about this income and/ or provide consent through our automated verification, for us accessing high-level data from the bank account you are receiving the passive income to.

If you get money from dividends (like when you own shares in a company), you can use this to show your income. You'll need to provide documents that show how much you receive from these dividends, like bank statements or dividend statements. Please also note that only a small percentage of that amount you are receiving will be calculated towards the net deposit alert.