Something went wrong? The fastest way to get it fixed

Step 1: bring the three things

• The ticket or transaction number from MENU › TRANSACTIONS (deposits, withdrawals, bonuses) or from Betting history (games).
• The time and amount, as shown on your bank, CellMoni SMS or the game screen.
• A screenshot of what you see: the receipt, the error, the balance.

Open live chat (the CHAT button on the site, open 24 hours) on the site where it happened and paste them in. A deposit, a payout, a bonus not credited or a balance question is usually settled in that conversation. Our guides for the common cases: deposit not showing, withdrawal pending, bonus turnover, game disconnected.

Step 2: what staff check

Support can see your transaction history, your transfer history between the main wallet and game wallets, your bet history and the status of every ticket. For a deposit they match your receipt to the incoming payment; for a withdrawal they check the name, account format, turnover and the payout status; for a game they check the round record from the studio. Give them a few minutes to look. Ask for the chat reference before you close the window so you can quote it later.

Step 3: if you are not satisfied

1. Ask for a supervisor in the same chat. Say what you were told and why you disagree.
2. Message the Kina Gaming channels, Telegram or Facebook, with your membercode, the chat reference and the ticket number. The same team runs all three brands and this site, and messages there reach people who can re-open a case.
3. Keep everything: screenshots, receipts, the chat reference. Decisions follow the published terms of each site, and a clear record is what gets a case reviewed quickly.

Where the regulator fits

Winim777, WinKina and BigKina are licensed by the National Gaming Control Board of Papua New Guinea, the body that regulates gaming in PNG. That licence is why player-protection rules such as paying only to an account in your own name, age limits and the play-safe tools are requirements rather than promises, and it is the reason to play with a licensed operator in the first place. The notice is on our licence page. Serious complaints about any licensed operator that cannot be resolved with the operator can be raised with the regulator through its official channels.

Frequently asked questions