Contact Us

How to reach us

There are two ways to contact us, and both reach the same support team.

• Live chat on the site, available 24/7 from any page once you are logged in.
• E-mail: support@casino-luckycharms.co.uk, best for anything that needs documents or a longer explanation.

We do not take enquiries by telephone or by post.

What to have ready when you write

A few details let us find your account and the activity you are asking about without a second exchange of messages.

1. Your username as it appears on your account with us.
2. The game, round or transaction you are asking about.
3. The date and time it happened, including your time zone if you are outside the United Kingdom.
4. Any on-screen message or error text, copied out or described.

Questions we help with most

Most messages fall into one of these areas:

• Account and verification: registration, signing in, changing your details, and the documents we need for identity checks.
• Deposits and withdrawals: the payment methods shown in the cashier, pending balances and processing times.
• Bonuses: how an offer works, wagering progress and the terms attached to it.
• Technical issues: a game that will not load, a round that did not finish, or a display problem on your device.
• Safer gambling: deposit limits, time-outs and self-exclusion, which you can also set in your account. Our site is for players aged 18 and over, and free confidential support is available from GambleAware, GamCare, GamStop and the National Gambling Helpline.

How to make a complaint

If something has gone wrong and you want it treated as a complaint, write to support@casino-luckycharms.co.uk with Complaint in the subject line.

1. We acknowledge your message once it reaches us.
2. We check the account history, game logs and payment records that apply.
3. We reply with our findings, and with what we will do, as soon as those checks are complete.

If our answer does not settle the matter, we will explain the next step open to you.