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Contact Us

This page explains how to reach our support team, what to include when you write, and how to raise a complaint about your account with us.

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How to reach us

Live chat on this site is open 24/7 and is the quickest way to get help while you are playing.

You can also e-mail us at support@casinoluckytwice.co.uk. We reply to the address registered on your account with us. We do not offer telephone support.

What to have ready when you write

A few details in your first message usually save an exchange or two:

  • Your username.
  • The game, bonus or transaction your message is about.
  • The date and time it happened.
  • Any error message you saw, word for word if you can.

Please never send your password or full card details. If we need documents for a verification check, we will tell you where to upload them in your account.

What we can help with

  • Account and verification: logging in, updating your details, document checks.
  • Deposits and withdrawals: payment methods, pending balances and the limits shown in the cashier.
  • Bonuses: how an offer works and how wagering is counted.
  • Technical issues: a game that will not load or a round that disconnects.
  • Safer gambling: deposit limits, time-outs and self-exclusion.

Complaints

Write to support@casinoluckytwice.co.uk with Complaint in the subject line, setting out what happened, when it happened, and the outcome you are looking for.

We acknowledge your complaint, look into it with the relevant team and reply once our checks are complete. If you remain unhappy with our final answer, we will explain the next step open to you, including free alternative dispute resolution.