Most questions have a written answer on this site already, and reading it is faster than waiting for a reply. Where it does not, we would rather hear from you with the details in hand than trade three messages establishing them.
How to Reach Us
Support runs 24/7 through live chat and email, and the contact form in your account reaches the same inbox. Live chat is marginally better because it opens with your account already attached — which removes the first question we would otherwise have to ask.
- Channels
- live chat and email
- Hours
- 24/7
- Contact form
- In the account area, same team
- Languages
- English, French, German, Portuguese and more
- Best for account issues
- Live chat — it identifies you automatically
Getting It Solved in One Message
The difference between a same-day answer and a week of back-and-forth is almost always the first message. Four things, included up front, remove nearly every follow-up question.
- Say which account
Write from the registered email, or use the form. A message from a different address cannot be matched to an account for security reasons.
- Give the transaction details
Date, amount, currency and the method used. For a payment question these four are the whole case.
- Describe what you expected
Not just what went wrong. Knowing what you expected to happen usually identifies the misunderstanding straight away.
- Attach the screenshot
The error message, the cashier screen or the game round. One image often replaces a paragraph.
Answered on the Site Already
These come up most often, and each has a page that goes further than a support reply reasonably can.
| Question | Short answer | Full page |
|---|---|---|
| Cannot sign in | Usually autofill or a blocked pop-up | Signing in |
| Deposit has not arrived | Check the method and, for crypto, the network; the minimum is €10 | Deposits |
| How long is a payout | Reviewed within one hour, then 15–60 minutes for crypto and 1–4 hours for wallets | Payout times |
| Bonus did not apply | It attaches before payment, not after — 100% up to €500 | Promo codes |
| What does wagering mean | 25x on the bonus amount, within 30 days | Bonus rules |
| Setting a limit or a break | In the account area, effective immediately | Account settings |
Verification Questions
Identity checks generate more support tickets than anything else, and almost all of them are avoidable. The requirement is a one-off: an identity document, proof of address and evidence that the payment instrument belongs to you. Once it is done, the weekly withdrawal ceiling is none for verified accounts, with €10,000 the most that can go on a single request and €20 the least.
What causes rejections is rarely the document itself. It is a photo with a cropped corner, a screen glare across the number, a proof of address older than the accepted window, or a name that does not match the account character for character. Sending all three documents together, photographed flat and in full, is usually the difference between one day and one week.
- All four corners visible on every document, with nothing cropped.
- The name must match the account exactly — not a shortened form or a nickname.
- Proof of address within the accepted window, which the upload screen states.
- Do it before the first withdrawal, not during it. Every request afterwards is reviewed within one hour and paid at the same speed.
If You Disagree With an Outcome
Write to us first with the round or transaction details, and we will look at the record. Game rounds are logged on the studio’s side, so a specific round can be checked against what the game actually returned.
If our answer does not settle it, the escalation route is the licence authority. LuckyChoo Casino operates under a Curacao licence, and the regulator accepts complaints against its licensees. Keep your own copies of the correspondence either way — a written record is the substance of any complaint.
18+ or the legal age where you live. If gambling has stopped being a pastime, free and confidential help is available — see account limits.
Questions
- How do I contact support?
- By live chat and email, 24/7, or through the contact form in your account. Chat is faster to resolve because it opens with the account already identified; email replies go to your registered address.
- Which languages do you answer in?
- The interface runs in eight languages and more, including English, French, German and Portuguese. Write in whichever of them you prefer.
- Why was my document rejected?
- Most often a cropped corner, glare across the details, a proof of address outside the accepted window, or a name that does not match the account exactly. Re-send it photographed flat with all four corners visible.
- How do I escalate if I disagree with the answer?
- Write to us first with the round or transaction details. If that does not resolve it, the Curacao licence authority accepts complaints against its licensees.
- Do you have live chat or a phone line?
- Live chat, yes — the channels we operate are live chat and email, open 24/7. There is no phone line, and both written channels are answered by the same team.