Contact & Support

Questions about Keno Masters? Get help with setup, simulations, and content. Education only — no wagering.

Hero: Support for simulators, variants, and resources.

How to Reach Us

Email

[email protected]

General questions, account issues, content feedback.

Form

Use the form below for bug reports, feature requests, or data requests.

Tip: Include screenshots for faster routing.

Status

Service Status

Check outages or maintenance windows before submitting a ticket.

Icons for email, form, and status page — Contact channels: email, form, status.

Support Form

Preview of the contact form layout — Embed your preferred form plugin; use these fields as a guide.

Self-Serve Help

Resources — Guides, FAQs, and glossary.
Simulation Tools — How to run long-run tests, export data.
Probability & Math — Odds, RTP, variance, bankroll.
Bonus Features — Multipliers, free games, substitutions.
Keno Variants — Classic, Cleopatra, Caveman, Fireball, Power, Lightning, DaVinci.

Quick links tiles for core help pages — Common destinations for fast answers.

Report a Bug

Provide clear steps and environment details so we can reproduce the issue.

Summary: What went wrong vs. what you expected.
Steps: Exact clicks, inputs, and settings.
Environment: Device, OS, browser, app version.
Attachments: Screenshots, console logs, sample exports.
Frequency: Always, often, sometimes, rare.

Title: Simulator export CSV mislabels RTP column
Steps:
  1) Open Simulation Tools → Classic 6-spot
  2) Run 100k rounds, click Export CSV
  3) Open file in Excel
Expected: Column header RTP
Actual: Column header ReturnPct
Env: macOS 14.5, Chrome 127

Bug report checklist illustration — Bug report checklist for fast reproduction and fix.

Request a Feature

Outline the use case and success criteria. We prioritize clarity and impact.

Problem: What you need to achieve.
Audience: Who benefits.
Proposal: Controls, defaults, and outputs.
Success: Measurable outcome or user story.
Alternatives: Workarounds you tried.

Title: Add drawdown percentile overlay
Problem: Compare bankroll risk across tables quickly
Audience: Instructors and analysts
Proposal: Toggle to show p5/p25/p50/p75/p95 drawdown lines
Success: Reduce analysis time by 50% in classes

Feature request storyboard illustration — Feature requests framed by problem → proposal → success.

Data Export & Deletion

Simulation-only platform. We support data export and deletion on request.

Export: CSV/JSON for simulations, settings, and results.
Delete: We remove associated data from active systems upon verified request.
Verification: We may ask for email confirmation or account proof before action.

Use the form above and select “Data Export / Deletion.”

Data control icons for export and deletion — Data control options for your simulation records.

Troubleshooting

Charts not rendering

Clear cache, disable aggressive blockers, update browser, reload the page.

Export file won’t open

Use UTF-8 CSV or JSON mode; try a different spreadsheet app; verify delimiter settings.

RNG or results look “non-random”

Run ≥100k rounds. Compare observed frequencies to theoretical PMF in Probability & Math.

Slow simulations

Reduce UI redraws, switch to headless mode, batch exports, or split runs by seeds.

Troubleshooting flow diagram — Follow a simple flow: reproduce → isolate → compare → report.

Policies

Simulation only — no deposits, bets, or payouts.
Educational use — configurable paytables for learning.
Data control — export or delete on request.

See About for full policy context.

Response Times

Support form/email: Typically within 1–2 business days.
Bug triage: Acknowledgment after reproduction. Fix ETA depends on severity.
Feature requests: Reviewed monthly; roadmap items appear on the blog or changelog.

Informal SLA timeline graphic — Informal timelines. Severity and reproduction clarity improve speed.

Next Steps

Need immediate guidance? Start with: