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We’re here to help. For any queries, please contact us on one of the available channels:
1800 574 859
Drop us an email
Lopetto
We’re here to help. For any queries, please contact us on one of the available channels:
1800 574 859
Drop us an email
Lopetto

Player Account

How do I open a new account?

To open a new player account please follow these steps:

  1. Click on the player icon in the top right of the page (or 'Account' in the app)
  2. Click on the 'Create an account' button
  3. Fill in the form shown. You will be asked to complete the following details: Email address, Password, Full Name, Date of Birth, and Address
  4. To confirm the details entered just click on the green button ‘Create a New Account’

Congratulations, you now have a KenoGO Account!

Why won't my email address register?

If you are opening a new account using the app, please try opening the account initially using a laptop on the KenoGO website and then you can purchase a ticket from the app in the future. This may be the reason for the issue you are experiencing. Alternatively, try reloading the app and KenoGO website, after clearing your history of cookies and caches as there may be a glitch in the upload.  

It is saying my e-mail address has already been used

This means that there is already an account registered to this e-mail address on KenoGO. Please use this account in the future when purchasing any new tickets.

If you have forgotten the password please enter your e-mail address in the sign-up section and then click the 'Forgotten?' button in the password field.

You will be requested to re-enter your email address to confirm where the message is to be sent.

There is no option to choose Mrs or Miss when registering an account

We can confirm that at registration KenoGO only offer the title options Mr and Ms. The title Ms can apply to Mrs or Miss and we are pleased to inform you that this information would not affect your claim for any wins.

I only have a house name and no house number. What can I do?

For the initial registration of the Player Account, we do require a house number to be entered. Please enter '11' as the requested house number and then complete the rest of your address information. Once your Player Account has been registered, please message us via Live Chat or e-mail at support@KenoGO.com.au and we can remove the incorrectly entered house number for you, so make your details correct.

If you have any further questions please contact us using the below details:

Please use Live Chat on the site. Our Customer Service Operatives will be happy to answer your queries for you immediately.
You can send us an e-mail at support@KenoGO.com.au and we will respond to this message for you. 

I am unable to log in to my account – what should I do?

I have forgotten my password so cannot sign into my account

If you have forgotten your password or are unable to log in to your account, you can reset it as follows:
Enter your email address in the log in section and then click the "Forgotten?" password button.
You will automatically receive an email that gives you a link to reset your password.

We advise that you change your password on a regular basis for security reasons. To do this please sign in, and choose 'My Account' from the options in the menu (or 'Account' in the app). Click 'Edit' on the 'Account details' section and you can then fill in the password fields.

Do not open a new account as this is against the Terms and Conditions of the site.

I have an account but my e-mail address is not recognised.

Please contact us and we can double-check the registered email on your account for you. It may just be a simple typo error, or a different e-mail address is registered.

How can I contact KenoGO Support?

Please use the Live Chat tab at the bottom of the page. Our Customer Service Operatives will be happy to answer your queries for you immediately. Or you can send us an e-mail at support@kenogo.com.au and we will respond to this message for you. 

How do I edit my registered personal details on my account?

To edit the personal details that you registered with KenoGO simply log into your account and choose 'My Account' from the options in the menu (or 'Account' in the app).

Click on 'Account details' and then 'Edit'. Make your changes to your email or password and then click on 'Submit' to save the information.

Please note that the following details can only be changed by sending a message containing the required documents to support@KenoGO.com.au:

Name
Date of birth
Address 
Phone number

How can I view the transactions on my account?

Can I view my payments on my account?

You can view all payment details on your account at any time.

Please sign in to your account and choose 'Transactions' from the menu (or 'Account' in the app).

Here you can see deposits made, payments and credits from your wins. All transactions are listed here with details including the product purchased, a reference number for tickets and the reason for payment.

How can I view my registered bank details?

All bank card details registered to your account can be viewed by going to 'Withdraw'. Here you can see your saved bank details. You can also view your saved 'Deposit' methods, by going to the 'Deposit' section.

Why do I need to verify my account?

Due to licence requirements, KenoGO is required to verify the account of every player upon registration.

How do I verify my player account?

KenoGO is regulated by the Victorian Gambling And Casino Control Commission (VGCCC). To comply with licence requirements, KenoGO is required to perform mandatory identification checks on all players.

For this reason, we must ask our players to provide documents to verify their account. KenoGO uses advanced encryption systems to protect your privacy and data and to ensure there is no abuse or misappropriate use of your details. Rest assured we only collect data that is required by law or needed to help serve you better. Please see our Privacy Policy for more information about the use of your data.

You can verify your account directly by selecting 'My Account' in the menu. Please click 'Edit' on the Account and Responsible Gambling Status section and follow the prompts to verify your account.

Alternatively, you can send us a copy of your identity document by e-mail to support@KenoGO.com.au and we can upload the images for you.

Please provide one option from the following documents as a JPEG or PDF in order for us to verify your account:

Passport details page plus Bank/Utility Bill Statement with full name and address displayed.

Driving Licence Photo Card - front and back (provisional licence is accepted) plus Bank/Utility Bill Statement with full name and address displayed.

ID Card - front and back plus Bank/Utility Bill Statement with full name and address displayed.

Proof of Age Card - front and back plus Bank/Utility Bill Statement with full name and address displayed.

Please make sure all documents are within their expiry date, show all details and are easily readable.

The proof of address must be dated within the last 3 months. Please ensure the image shows the top half of the letter including your name, address, date and company heading. Please blank out any sensitive information before sending the image. 

All ID documents must be valid and in-date with the full outline shown and no part cut off.

Please provide all images as a jpeg or pdf in order for them to upload successfully.

The Account will then be viewed by the relevant department for verification within 5 working days.

How can I log out of my account?

App: Press 'Account' in the bottom right and then press log out

Mobile: Press the icon in the top right, scroll down and press log out.

Desktop: Move your mouse over your name at the top of the page. A panel will open from the right-hand side of the screen that contains the link to log out of your account.

How do I unsubscribe from marketing communications?

To unsubscribe click on the unsubscribe link that can be found on the footer of any email or SMS. Alternatively, log into your KenoGO account, select 'My Account' from the menu (or 'Account' in the app) and edit the contact preferences by unticking the relevant boxes and clicking submit to save the changes.

Please note that you will still receive critical correspondence regarding your account such as notification emails if you change your details.

How can I close my account?

You can close your account with the following steps:
1. Log into your KenoGO account
2. Tap on the avatar in the top right corner of the screen (or 'Account' in the app)
3. In 'My Account' you will see a section entitled "Account Status". Click on "Edit", and you will be given the option to delete your account. 
4. Click 'Submit' to confirm.