Contact Us

This page explains how to get in touch with our support team and what to include so we can deal with your question on the first reply. It also sets out how we handle complaints.

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How to reach us

Live chat is open 24/7 and is the quickest way to reach us. You will find it on the site, and you can start a chat whether or not you are signed in.

You can also write to us at support@casinoluckycarnival.co.uk. We answer e-mails in the order they arrive and always reply to the address registered on your account with us, so please write from that address.

What to have ready when you write

A few details let us check your account and answer without going back and forth:

Your username or the e-mail address on your account.
The game, bonus or transaction involved, as it appears in the cashier or your account history.
The date and time it happened, including the time zone you were in.
Any error message you saw, written out or attached as a screenshot.

Keep your details safe

Never send us your password or a full card number. We will not ask you for them in chat or by e-mail.

Questions we help with most often

Account and verification - registration, document checks and keeping your details up to date.
Deposits and withdrawals - payment methods, pending balances and the limits shown in your account.
Bonuses and promotions - how an offer works, wagering progress and expiry.
Technical issues - a game that will not load, an interrupted round or sign-in problems.
Safer gambling - deposit limits, time-outs and self-exclusion, plus support from GambleAware, GamCare, GamStop and the National Gambling Helpline.

How we handle complaints

If you are unhappy with something, write to support@casinoluckycarnival.co.uk with Complaint in the subject line and include the details listed above.

We acknowledge your complaint when we receive it, look into what happened, and reply with our answer and the reasons for it. If we need more information from you, we will ask for it in writing.