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Frequently Asked Questions

Sometimes things just don't go your way. We are sorry that you have to look for answers here and we will do our best to make sure the service is even easier for you to use in the future. Before contacting our customer support, here are answers to some of the most common questions our players have. If you do not find the answer right away, please do not hesitate to contact us directly via live chat. Your query will also be of great help to us in developing our service. There is no stone that we wouldn't be ready to turn. 

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.

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 2 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.

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.

You will receive this back to your bank account within 2 working days.

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.

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

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

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 minimum withdrawal amount is €1.

Are you looking for a Dutch version of Kansino? Visit our Dutch site


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