Help

Here are answers to some of the most common questions our customers ask. If you do not find an answer to your query please contact Customer Support.

FAQ's

Where’s my cheque?
If you’ve made a withdrawal request, and you are expecting a cheque, please allow up to 3 working days for it to arrive. To see if your withdrawal has been processed, log into your account on your mobile and check your statement. If your withdrawal is still pending, then it has not been processed yet. If you are at all concerned that your cheque has got lost in the post, please contact customer services immediately who will be happy to assist you.

I’ve forgotten my PIN.
Your LadyLuck’s account is PIN protected to prevent unauthorised access to your account. After three wrong attempts at PIN entry the account will be locked and can only be opened again after contacting Customer Support. Please call the number given in the game or email .(JavaScript must be enabled to view this email address) with your information.

Why can’t my game connect?
Some phones need additional configuration to enable your game to use the mobile internet connection. Look in your phone settings for Java Connection options, and if you are unable to solve this please contact your network operator and ask them to help you with setting up the mobile internet connection for Java applications.

I’ve changed my phone - how do I get my games back?
That’s easy, just text HELP to 80266, or call customer services on 0845 225 7777, for a download link.
If you are changing phones, you should delete your games from your existing phone if you can.

What does it cost to play?
Not much! Your operator will charge you a small amount for data transfer, less than 1p per bet. A game download would cost less than 10p in data charges on most contract or pre-pay packages. Using GPRS you are not charged for the time you spend playing the games, so no unexpected bills are coming your way. 
If you are concerned, please contact your mobile operator about your data charges.

How safe is it?

• You can rely on us to keep your account safe.
• Access to your games is PIN protected
• Only your phone can be used for your account
• Your details are stored securely
• We are properly regulated by banking and gaming authorities in the UK and Alderney 

• Our team is on hand to help you at any time
• We are NOT a subscription service

Are we regulated?
The service is operated by Probability Games (Alderney) Limited, which holds a full e-gaming licence from the Alderney Gambling Control Commission. 



Alderney is considered one of the leading regulators for gaming world wide, offering the highest level of consumer protection. 



As our customer, you also have an electronic wallet linked to your mobile, called Cashish, that facilitates payments between us. This service is registered with the UK Financial Services Authority.

Where are we?
Our service is operated in Alderney, British Channel Islands. 

Customer support and other administrative functions not related to the taking of bets is carried out in London.

How do I get winnings?
Log in to any of our games on your mobile, then go to the Menu > Withdraw page. Then follow the on-screen instructions. 



There is no charge for withdrawing funds. You may have to undertake an additional ID confirmation (required by law), which will be detailed on screen. 



Customers using a Visa card can have money directly paid to their card. Otherwise, we will post your winnings to you by cheque.

How can I deposit?

• Credit/Debit card: we accept Visa, Mastercard, Maestro, Switch etc. Processed by Barclays Bank.
• Cash. Over 50,000 shops in the UK accept cash over the counter at mobile top-up terminals for your account 

• Mobile Bill. Small amounts can be charged to your mobile phone bill or pre-pay account.
• Phone bill. You can top up against your home phone number.

How do I know it's fair?
Our games and random number generator are independently audited by TST, a company approved by the Alderney Gambling Control Commission. They have tested the fairness of our games, return to player and proper operation of the game rules.

Is my money safe?
Your money is held in a separate bank account to our company funds and we are not allowed by our regulator to borrow money against it or put it at risk in any way. 
We report on a monthly basis to our regulator on the state of these funds to ensure that there is no funny business.