Terms & Conditions

Acceptance and changes to these terms

By registering an account, depositing funds, placing a bet or using any part of our website, you confirm that you have read and accepted these Terms & Conditions. They form a binding agreement between you and us. If you do not agree with them, you must not register, deposit or play.

You must also follow any specific terms shown for a game, payment method, promotion or other service. Those terms form part of this agreement. If there is a difference between these general terms and a specific offer, the specific terms apply to that offer.

• You are responsible for reading the information shown before you use a service or accept an offer.
• You must use our website lawfully and only for personal, recreational gambling.
• You must not use another person’s account, payment method or identity details without permission.
• You must tell us promptly if information connected with your account changes.
• You must follow any instructions, limits or conditions shown in your account or cashier.

We may change these terms when necessary, including to reflect changes to our services, legal requirements, safer gambling arrangements or security controls. The current version will be made available on our website. We will take reasonable steps to draw important changes to your attention. If you continue to use your account after a change takes effect, you accept the updated terms.

If you do not accept a change, you should stop using your account and contact support@luckymecasino.co.uk. Any change will not remove rights or obligations that arose before the change took effect, unless the law requires otherwise.

Eligibility and your account

You must be at least 18 years old to open or use an account. Our services are intended for residents of the United Kingdom who are permitted to gamble under the laws that apply to them. You must not access or use the services where doing so would be unlawful. We hold a gaming licence and verify accounts to help protect our customers and the integrity of our services.

You may have only one account with us. Opening more than one account, or allowing another person to use yours, may lead to account restrictions, cancellation of transactions, removal of promotional benefits and closure of the additional account or accounts. If you think you have created more than one account by mistake, contact us before using it further.

Information you provide

• Your name, date of birth, address, email address and other registration details must be accurate and complete.
• You must keep your details up to date and provide information or documents when we reasonably ask for them.
• You must not register using a false name, someone else’s details or information that could mislead us.
• You must not open an account for business use, resale, syndicate play or on behalf of another person.
• You are responsible for checking that your account information remains correct before making deposits or withdrawals.
• You must tell us if you become unable to meet the eligibility requirements for using our services.

Keeping your login safe

Keep your username, password, one-time codes and other login details confidential. Do not share them with anyone, including a person claiming to act for us. You are responsible for activity carried out through your account unless you tell us promptly that your login details may have been lost, stolen or used without your permission.

If you suspect that someone else has accessed your account, change your password where possible and contact us through live chat or support@luckymecasino.co.uk. We may ask you to reset your password, confirm your identity or use extra security measures before access is restored.

Identity, age, address and source-of-funds checks

We may carry out identity, age and address checks when you register or while you use your account. In all cases, we will require these checks before processing your first withdrawal. We may also ask for further information at another stage if your circumstances, activity or payment method requires it.

Documents must be genuine, current, clear and belong to you. Depending on the information we need to confirm, we may ask for evidence such as an identity document, proof of address or information about the payment method used. We will tell you what is required and how to provide it through the available account or support channels.

• Your account may be restricted while checks are pending.
• Withdrawals may not be released until the requested information has been received and accepted.
• We may carry out source-of-funds or source-of-wealth checks where required by our obligations or where account activity calls for them.
• We may ask you to explain the source of a deposit or provide supporting financial information.
• You must provide information within the time we reasonably specify.
• If information is missing, inconsistent or cannot be verified, we may delay, refuse or cancel a transaction and may close the account where permitted.

We handle information supplied for these checks in line with our privacy arrangements and applicable requirements. You must not attempt to avoid a check by opening another account, changing personal details or using a different payment method. Providing false or altered documents may result in account suspension or closure.

Deposits, withdrawals and bonuses

Deposits and account balances

You may deposit using the payment methods shown in the cashier. You must use a payment method held in your own name and must have permission to use it. We may reject or return a deposit if the method cannot be verified, is used by another person or creates a security or compliance concern.

Deposit limits and any other limits available to you are shown in your account or cashier. You must not deposit more than you can afford to lose. A deposit is normally added after the payment provider has authorised it, but a payment may be delayed, reversed or declined by the provider. We do not treat a failed or reversed payment as settled funds.

Withdrawals

You may request a withdrawal through the methods available in your account. We will normally return funds to the same method used for the deposit where possible. If that is not available or suitable, we may use another method in your name and may ask for extra information before sending funds.

• A withdrawal can remain pending while identity, payment or source-of-funds checks are completed.
• The minimum and maximum amounts, processing information and available methods are shown in the cashier.
• We may combine or return balances where a payment has been reversed or a technical error has occurred.
• You must not use the account only to move money between payment methods without genuine gambling activity.
• Where a balance is affected by an error, fraud, chargeback or breach of these terms, we may correct the balance or suspend the relevant transaction.
• A withdrawal request may be cancelled by you only where the account and transaction status allow it.

Bonuses and promotions

Each bonus or promotion has its own terms. Those terms explain who can take part, how the offer is claimed, any wagering requirement, the games or stakes that count, the maximum bet, the expiry date and any withdrawal conditions. You should read the specific offer terms before accepting it.

A bonus may be available only once per person, household, device, payment method or other qualifying group. Unless the specific offer terms say otherwise, you must not combine offers or claim the same offer more than once.

We may remove a bonus or related winnings where an offer was claimed by mistake, used after its expiry, or obtained through behaviour intended to abuse or manipulate the promotion. This can include creating multiple accounts, coordinating play, using payment details that are not yours, exploiting a technical fault or taking steps designed to avoid the stated wagering conditions. We may also limit or withdraw access to future promotions.

Safer gambling and self-exclusion

Gambling should remain within your means. We provide tools intended to help you manage your play, including deposit limits and time-outs. The limits and available settings are shown in your account. A limit may apply immediately or at a later time depending on the type of limit and the information shown when you set it.

• Set a deposit limit before you deposit more than you can comfortably afford.
• Use a time-out if you want to take a temporary break from gambling.
• Contact support through live chat or support@luckymecasino.co.uk if you are finding it difficult to control your play.
• For longer-term support, organisations including GambleAware, GamCare, GamStop and the National Gambling Helpline can provide information and assistance.
• If you request self-exclusion, we will take reasonable steps to close or restrict your account for the selected period and prevent new account access under the details provided.

Self-exclusion is intended for people who want to stop gambling, not simply to pause play. You must not try to bypass it by opening another account or using another person’s account. We cannot guarantee that every attempt to disguise your identity will be detected, so you should also seek support and use any wider exclusion service available to you.

Account closure, complaints and legal responsibility

Closing or suspending your account

You may ask us to close your account at any time by contacting support@luckymecasino.co.uk or using live chat. We may ask you to complete any outstanding verification before paying an eligible balance. Account closure does not remove obligations that arose before closure, including obligations connected with payments, promotions, fraud or these terms.

We may suspend or close an account where you breach these terms, provide inaccurate information, fail a required check, use the services unlawfully, misuse a promotion, create a security concern, remain inactive or where we are required to act for legal or safer gambling reasons. We will explain the position where we can do so lawfully and without compromising security or an investigation.

How to make a complaint

If you are unhappy with an account decision, payment, promotion, game result or any other part of our service, write to support@luckymecasino.co.uk. Include your account details, the subject of your complaint, relevant dates and any information that may help us understand what happened. Do not send your password or complete payment details.

We will acknowledge and look into your complaint within a reasonable time. We may ask for clarification or supporting information. We will provide our response through an appropriate channel and explain any action we are able to take. Some matters may take longer where they involve payment providers, identity checks, technical records or information from another process.

If we cannot resolve a dispute directly, independent dispute resolution may be available in general terms. We will provide information about the applicable process when appropriate. You may also have rights under consumer protection law that these terms do not remove.

Liability and governing law

We take reasonable care to provide a secure and reliable service, but access may be interrupted by maintenance, technical problems, communications failures or events outside our reasonable control. We are not responsible for losses caused by your failure to keep your account secure, your use of an unauthorised payment method, inaccurate information you provide or your breach of these terms.

Nothing in these terms limits or excludes responsibility where the law does not allow that limitation, including responsibility for fraud or other liability that cannot lawfully be excluded. Subject to those limits, our responsibility is confined to losses that are reasonably foreseeable and directly connected with our breach of these terms.

These terms and any dispute connected with your account are governed by the laws of England and Wales. The laws of England and Wales apply to the agreement between you and us, subject to any mandatory rights you may have under the law that applies to you.