Contact Us Anytime, We're Here
Our care team works around the clock, every day of the year. Whether it's a stuck withdrawal at 3 am or a bonus question before your Saturday spin session, you can reach a real person through live chat or email within minutes.
Reach Us by Chat or Email
Live chat is the fastest way to talk to us. Open it by clicking the speech-bubble icon in the bottom-right corner of any page on luckystart-pokies.com, on both desktop and mobile. A real agent, not a bot, picks up your first message. Typical wait time is 30 to 90 seconds, and most questions are resolved inside the chat itself.
Email suits anything that needs attachments, such as ID documents or bank screenshots. Write to [email protected] and we reply within 24 hours; in practice most emails are answered in 2 to 6 hours. Put your username in the subject line so we can find your account on the first pass.
| Channel | Where to find it | Hours | Response time |
|---|---|---|---|
| Live chat | Speech-bubble icon, bottom-right of every page | 24/7, every day | 30–90 seconds |
| [email protected] | 24/7 inbox, replies daily | Within 24 hours, usually 2–6 |
What Our Team Can Fix
One team handles everything, so you never get bounced between departments. Here is what we deal with daily.
- Account access: password resets, login errors, profile updates and account closures.
- KYC verification: document upload issues, verification status checks and what to resend if a file is rejected.
- Deposits and withdrawals: missing deposits, pending payouts, daily limits of 8,000 AUD and monthly limits of 32,000 AUD, and crypto transfer confirmations.
- Bonuses: welcome bonus terms, the 40x wagering requirement, 15% weekly cashback, weekend reload bonus and free spins that did not land in your account.
- Technical faults: games not loading, spins freezing mid-round, error codes on mobile browsers.
- Responsible gambling: setting deposit or loss limits, session reminders, cooling-off periods and self-exclusion, plus referral to Gambling Help Online on 1800 858 858.
Check These Before You Write
Three quick checks resolve roughly half of all tickets before they are raised, and they make any remaining conversation shorter.
First, open the FAQ section from the site footer. It covers bonus wagering, withdrawal times of 0 to 24 hours for crypto and e-wallets, and 1 to 3 business days for cards and bank transfer. Second, check your KYC status in your profile under Verification. If your documents show as pending, we are already on it and a chase-up will not speed the queue. Third, open Transaction History and confirm whether the deposit or withdrawal actually shows as completed, because many payment delays sit with the payment provider rather than with your Luckystart Casino account.
When you do contact us, have three things ready: your username or registered email, the date and amount of any transaction in question, and a screenshot if you saw an error message. With those details a chat agent typically resolves the case in a single session.
Formal Letters and Official Mail
For formal matters such as KYC document submissions by post, legal notices or complaints that need a paper trail, write to our operator, Luckystart N.V., licensed in Curaçao under number OGL/2023/174/0090. Address formal correspondence to [email protected] with the words Formal Correspondence in the subject line and we will route it to the right department the same day. Complaints follow a documented process: acknowledgment within 24 hours and a final written outcome within 14 days.
Press and Partnership Enquiries
Media, affiliate and business enquiries are handled separately from player support so they reach the right people straight away. Send press requests, affiliate partnership proposals and advertising questions to our partnerships mailbox via [email protected] with the subject line Media or Partnerships. We respond to business enquiries within two business days. Please do not use this address for account or payment issues, as those only slow down your answer.
Frequently Asked Questions
Is live chat available overnight?
Yes. Live chat runs 24/7, every day of the year, with agents answering in 30 to 90 seconds even at 3 am.
Which email should I use for support?
Write to [email protected] from your registered email address and include your username in the subject line. We reply within 24 hours.
Can I call Luckystart Casino by phone?
We do not offer phone support. Live chat and email cover every request, and chat is usually faster than a phone queue.
Why was my ID document rejected and what do I do?
Common reasons are blurred photos, cropped edges or an expired document. Retake the photo in good light with all four corners visible, then upload it again in your profile under Verification. If it is rejected a second time, ask our live chat team to check the reason.
How do I set deposit limits or self-exclude?
Open live chat at any hour and an agent will set daily, weekly or monthly deposit limits, loss limits, session reminders or a cooling-off period on the spot. For 24/7 free counselling, Gambling Help Online is on 1800 858 858.