Which channel fits your question
If the FAQ doesn't settle it, write to email support. There is no live chat window in the current setup, so email is the channel that reaches a person. Support has been reported to operate in 30-plus languages, including English, so Kiwi players can write plainly and be understood.
What to include
One well-built message beats three short ones. Give the name and email address registered on your account, say clearly what happened and when, and attach anything that supports it. For verification queries, the usual paperwork is a government-issued ID (passport, ID card or driver's licence), proof of address such as a utility bill or bank statement, and proof of the payment method used.
Timing and follow-up
No published turnaround figure applies to written replies, so treat the first message as the start of a conversation rather than a ticket with a clock on it. Payment timings are worth knowing before you chase anything: e-wallets were reported at 0–1 hours, card payments at 3–5 days and bank transfers at 5–7 days.
Requests about responsible gambling tools — deposit, wager, loss and session limits, self-exclusion, or a cool-off period from seven days up to six months — also go through support, and it's worth flagging them as such at the top of your message.