RegulatorGaming Control Board Curaçao, OGL/2015/7164/440
Get help
Gambling helpGambling Help Online, Lifeline Australia, National Self-Exclusion Register
Escalation path
Take a wrong answer one step further
Kings Casino writes every reply down, so no promise disappears when a chat window closes.
Proof you kept
Send your side to [email protected] with the chat date, the outcome you expected and any screenshots. A written record means nobody has to rely on memory.
Two hours, then the facts
Within two hours a support agent replies with a reference and the facts as we see them, so you can correct anything before it is decided.
Handed to a manager
Unhappy with that answer? Ask for a senior review in the same thread and the case moves to a manager, who reads the whole history from the start.
Kings Casino licence holder's regulator
Still unresolved after the senior reply? You may take the matter to Gaming Control Board Curaçao, the body that issued our OGL/2015/7164/440 licence.
Kings Casino desks
Kings Casino desks by e-mail
Use this when you already know your question and want it to skip the general queue.
Screen these details first and a support agent can act on the very first reply.
Your email address on the account
The date and time of the issue
Any deposit or withdrawal reference
Screenshots of the screen you saw
The chat or e-mail reference, if replying
Answers before you ask
Get the answer without the wait
Read these seven answers and you will know exactly who handles what, and when.
accountDo I need to call anyone to close my account?+
Closing is permanent, so ask only once you are sure. Send the request from your registered email address to [email protected] and the team will shut the account and confirm it in writing. Any balance left on the account is returned to you after the usual checks.
accountWhat if I need proof of who runs this casino?+
Kings Casino N.V. holds licence OGL/2015/7164/440, issued by the Gaming Control Board Curaçao, with company number 291638. If you need the licence for a dispute or a bank query, support will point you to it, and [email protected] handles formal complaints.
accountWhat happens when I ask for my data or want it gone?+
Privacy requests go to [email protected] and are handled under the operator's data rules. Ask for a copy and you will receive your records once your identity is confirmed, usually within a month. For deletion, note that some records must be kept for licensing and anti-fraud reasons.
accountWhen should I escalate a complaint past support?+
Start with a reply to the person who handled your case, then escalate in writing to [email protected]. A final response usually arrives within a few working days. If the outcome still leaves you short, you may take the matter to the Gaming Control Board Curaçao.
accountWhat happens when support asks me to prove it is my account?+
Give the adviser your full name, date of birth and registered email address, and they can find you. Never send a password, and support will never ask for one. A quick description of the issue, plus any payment reference, speeds things up considerably.
accountWhy are only four languages offered?+
Advisers answer in English, German, Finnish and Norwegian, so pick whichever suits you best. Every channel runs around the clock, every day of the year. Writing in your first language lowers the chance of a detail being misunderstood.
accountWhy is my verification still pending after a day?+
Most checks finish within 34 hours of your documents landing with [email protected]. A clear photo of each document, all four corners showing, keeps it to one pass. Chasing it sooner rarely helps, because the queue works in order received.
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