Customer service
Before writing to us with your question, please read through these frequently asked questions. There is a good chance that your question has already been answered here.
General
Note: MitID is independent of Kasino.dk. When MitID login is required, you can no longer use your Kasino.dk username and password to log in, except where a mobile or tablet flow explicitly asks for the credentials chosen when you created your profile.
We recommend contacting MitID customer service first, as we cannot directly resolve problems with the MitID platform.
If you move or need to update similar details, you can update your information by selecting "Account" and then "My account" after logging in.
Once your account has been created, you can change your password at any time under "Account", "My account", and "Change password".
You can request an email that allows you to change your password by selecting "Log in" and then "Forgot password".
All accounts are temporary at first. A temporary gaming account exists for a maximum of one month. The account holder must then be verified by checking the profile information against the civil register. If the information does not match, the account will be deactivated. A maximum of DKK 10,000 can be deposited into a temporary account, and withdrawals are only available after the account has been verified.
This is a legal requirement from the Danish Gambling Authority (section 3.1.1). We must register every Kasino.dk user and be able to document that the information on each account is correct. Read more about responsible gambling.
Yes. Open www.kasino.dk in your browser. We support iOS 10 and later with Safari, and Android 4.0 and later, where Chrome is recommended. You can try our casino games, slots, or scratch cards.
Deposits and withdrawals
Under "My account", select "Deposit to gaming account" and enter the amount you want to transfer. You can deposit using Dankort, Mastercard, and all types of Visa cards. You can also view our current offers.
Please contact your bank. One possible explanation is that your payment card, such as Visa/Dankort, has a spending limit that is independent of your bank balance. Once that limit has been reached, the bank will decline the deposit to Kasino.dk. Your bank can reset the limit. Make sure to tell the bank that they should check the Visa part of the card.
We always pay withdrawals to NemKonto to help ensure that the money reaches the correct person. Your NemKonto is identified using the CPR number registered on your gaming account. The system is as secure as when public authorities pay benefits or tax refunds. If you have several accounts or have changed banks, you can check which account is registered as your NemKonto at www.nemkonto.dk.
A withdrawal normally takes one to two banking days to reach your NemKonto. By law, NemKonto withdrawals must be approved manually. This is done every weekday morning, after which the money is sent from our bank.
There is no limit to how much you can withdraw from us. If you win a jackpot of, for example, DKK 250,000, you can withdraw the full amount at once. The money will be paid to your NemKonto and normally arrives within one to two banking days. Read more in our terms and conditions.
No. Tax has already been paid on the money you have won, so your winnings are tax-free.
When you register a card with a service – including when you use a card on Kasino.dk that can later be reused without entering all card details – the provider commonly makes a DKK 1 authorization to confirm that the card is active. In our case, Nets creates the authorization, and your bank decides whether it is visible in your account overview. The amount is never charged. The authorization remains until it expires and will never cost you money.
