Stuck? The Answer to Your Question Is probably here

  • How do I contact LadyLucks?

    Call customer services on 03333130131 or email to support@ladylucks.co.uk

    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.

  • 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 LadyLucks 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 support@ladylucks.co.uk 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 call customer services on 03333130131, for a download link.

  • 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
    • 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 IGT UK Interactive Limited. IGT UK Interactive Limited is licensed by the UK Gambling Commission.

  • Where are we?

    Our service is operated by IGT UK Interactive Limited, 3rd Floor, 10 Finsbury Square, London EC2A 1AF

  • 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
    • Phone bill. You can top up against your home phone number.
    • PayPal
  • How do I know it's fair?

    Our games and random number generator are independently audited. 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.

  • Why won't the games on the App load?

    Make sure location services are switched on. This is a UK based service and therefore we need to verify where you are...

  • How does bonus work?

    Bonus issued by LadyLucks carries a 50 x wagering requirement, unless the promotion states otherwise, this means that You will have to wager the bonus 50 times before remaining bonus is converted into a withdrawable cash balance.

    The bonus can be played on all games (excluding Jackpot Games). Cash wagering on Jackpot and Table Games will not count towards meeting the wagering requirements. For Roulette, ONLY inside bets reduce play through at a ratio of 10:1. That is, every one pound sterling (GBP£1.00) wagered reduces play through by ten pence (GBP0.10). The maximum reduction in play through for a single spin is ten pounds sterling (£10.00) when wagering with bonus funds.

    Wagering with outside bets DOES NOT reduce play through. Table number bets which cover MORE THAN eighty percent of table (31 numbers) incur no reduction in play through. For Blackjack, all discrete bets reduce play through at a ratio of 10:1. That is, every one-pound sterling (GBP£1.00) wagered reduces play through by ten pence (GBP£.010). This applies per hand, with includes SPLITS, DOUBLES and INSURANCE as separate bets.

    The wagering requirements must be met within 90 days of the bonus being triggered; if this is not met the entire bonus balance will become invalid and be removed from the account. Standard terms and conditions apply.

  • I live outside the UK, Can I play?

    For legal reasons, LadyLuck’s does not accept players from countries where it is illegal to gamble on the internet.
    These countries include:

    •     The United States
    •     Turkey
    •     Israel
    •     China
    •     Netherlands
    •     Australia
    •     Malta
    •     Canada

    Citizens of other countries should check before registering that they are not in breach of any local laws, regulations or the terms of their mobile service agreement.