Raising a complaint or dispute with the operator

Problems happen: a Mumbai local reaches a tunnel and the round hangs, a withdrawal stays marked "pending", or a bonus vanishes from the balance. None of this can be repaired by kanuunacasino.info, an information site that cannot see player accounts. This page can, however, show you how to prepare a complaint that gives support something clear to work with.

Save the proof straight away

Nearly everything you need to record the problem is already in your hand:

Screen captures showing the error message, your balance and past transactions, taken before any page reload.
The round log. Many studios place this record in the game's info panel, frequently with a round ID. Find the disputed round there and capture it.
Clock and game details. Write down the time on your phone, the game's title and the studio named on the lobby tile.
A screen recording helps when the sequence of events is important, and iOS and Android phones both include this feature.

Send support one clear message

Begin with the operator's own support team. A single message should cover the facts: what went wrong, the time, the game or transaction involved and any reference numbers, with your screenshots attached. A composed, precise note tends to get sorted out sooner than a furious one. Request a ticket number and save the whole exchange, using screenshots if the chat has no export option. The support page explains how to get in touch on a phone.

Look up the rule being cited

A dispute often turns on terms accepted at registration or when a promotion was switched on, such as a stake cap during wagering, games left out of an offer or identity checks. Locate that exact clause and go through all of it. Where support's reply differs from the text, send the text back to them in quotation.

Find out who the organiser is

All online money games have been prohibited in India since 1 May 2026 under the Promotion and Regulation of Online Gaming Act 2025. India has no licence for real-money online gaming, and none can be obtained here. According to the Act, its reach includes services run from abroad that users in India can access. The operator's terms should name the company behind Kanuuna and any licence it claims in another country. This site does not vouch for that operator's status, so you will need to check it yourself.

Mistakes to avoid

Avoid creating another account during a review of the first, since this nearly always goes against the rules.
Never hand documents to someone on WhatsApp or another messaging app who says they are from support.
Do not stake again to recover the disputed sum; staking money from India is prohibited anyway.

If the dispute points to something bigger

An argument with a casino can be the point at which you notice that gambling costs you more than it returns, and that deserves more attention than any payout. Tele MANAS, reachable in India on 14416 or 1800-891-4416, is free and available 24/7; it is a national mental-health service rather than a gambling-specific one. Estonia's counselling centre, 15410.ee, is only for people in Estonia. You can also read about responsible gambling and self-exclusion.

Questions

Is kanuunacasino.info able to settle my dispute?

No. This independent site cannot open player accounts, so its role stops at explaining how to put together your complaint to the operator.

What belongs in a complaint?

Include when it happened, the game and its studio, the round or transaction reference, and screen captures of your balance and history.

My network cut out during a round. Have I lost the stake?

The game server, not your handset, normally decides how a round ends. Look for it in the history inside the info panel; if it does not appear, contact support and give the game's name and the time.