If something went wrong.
How to raise a complaint, what we do with it, and how long each step takes.
Last updated 15 October 2026
Most problems are solved with one email. If yours is not, this is the process, and every complaint goes to a person.
Raise it
Email support@kruna.gg from the email on your account.
Say what happened and when, the amount involved, and any reference you have: a transaction id, a withdrawal, or the pack and the time of the open.
For a question about an open's result, the fairness page lets you check it yourself with your seeds first.
What happens next
A reply within 2 days, an answer within 14.
We confirm we have your complaint within 2 days and give you our answer, with the reasons, within 14 days.
If we need more from you, we ask once, clearly, and the 14 days restart when we have it.
If you disagree
Ask for a review.
Reply to our answer and ask for it to be reviewed. Someone senior who was not involved looks at it again and replies within 14 days. That answer is our final position.
About your personal data, you can also complain to your national data protection authority at any time.
Anything unclear?
These pages are meant to be read, not survived. If a clause is confusing, tell us and we will rewrite it.